Holiday Inn Complaint - The Holiday Inn Cancellation Policy is Wrong!
On March 28, 2005, I made a reservation to stay at a Holiday Inn beginning on April 04 for 3 nights, using their own website, http://www.holiday-inn.com. (In the end, this site ends up taking reservations for the entire group of hotels owned by InterContinental Hotels Group: InterContinental Hotels & Resorts, Crowne Plaza Hotels & Resorts, Hotel Indigo, Holiday Inn Hotels & Resorts, Holiday Inn Express, Staybridge Suites and Candlewood Suites.)
At 7:45 a.m. the morning of April 01, I learned that my trip was cancelled due to the emergency hospitalization of my traveling companion, and within 45 minutes, I had cancelled all hotel reservations for our week-long trip. Now you should note that the cancellation of the Holiday Inn reservation took place over 3 days before we were due to checkin at this location.
In looking over my electronic reservation confirmation, the notation regarding cancellation was not that clear, so I sent an email to their customer support unit requesting clarification of this cancellation policy. Please see their response below:
Thank you for contacting us. Our system is showing that your reservation was cancelled with the cancellation charge of the first night of the stay. Please be informed that the full cancellation policy is detailed when you click on the room type link. It will also be displayed to you in red before you confirm your reservation under the Reservation Desk.
If you need further assistance, please let us know.
Internet Response Team
InterContinental Hotels Group
Best Western took my cancellation without penalty for a three-day reservation starting the same day as I had to cancell the trip, and Hilton cancelled a one-night stay for the night of the 7th at the end of our trip without cost.
Therefore, I am passing this information around in hopes that many of you will also forward this on to inform everyone of how this major company does business.