ComplaintsforHoliday Inn Resort

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I encountered an issue that significantly affected the quality of my stay. We arrived at the front desk, and we received our room cards. We proceeded down to our room where the room keys did not work, if they did the door would not open. We pulled and tugged on the door, and it seemed to be locked from the inside. We proceeded back to the front desk and asked for a new set of keys. We got that fixed after 45 minutes of arriving. We then proceeded to go inside, and we were excited to see the “ocean view” that we paid for, well when we opened the curtains, it was nothing but construction. My husband and I just laughed, because what else was going to happen. We then proceeded to go upfront and ask if there was anything we could do in terms of getting an ocean view that we paid for vs a construction site. I think it would have been nice to know about the construction site vs paying for the price of a premium king ocean suite. As we were speaking at the front desk, they informed us that there was nothing they could do because all the rooms were booked up. It could not have been because the parking lot was empty for most of our stay. Not only was the room an issue, but we also got in and we saw we were only left with 2 pillows. Thankfully we brought our own, but I thought we would be left with more than 2 pillows. There were hair bundles in the sheets, so in my opinion the bed was not changed, or the sheets were not clean.The bathroom was absolutely disgusting.Mold, blood stain and hair all in the corner of the shower. We barely had any towels. We were given 2 towels and 2 washing clothes. We asked for more but were told the washing machine was down and there was nothing we could do. This situation was especially disappointing because the whole stay was problematic from the time we checked in. Nothing was clean and as I suffer from allergies, the unclean conditions exacerbated my health issues, making my stay uncomfortable.

  Customer response

  02/20/2024

  He said he would give me a refund and i have still yet to receive anything. Its been almost 2 weeks. And I emailed again and he wants to act like I'm a new customer. I want my refund asap. 

  Business response

  03/01/2024

  The guest was refunded in full last week.  Is there anything else we need to do?
  
  Thank you,
  
  
  **** ********
  

  
  

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Renovations were taking place. Amenities were closed and some did not even exist anymore. No room service as described. We needed room service as we were with our pet. No swim up bar. The hotel next door purchased it. Bar closed, Grill closed, Coffee shop closed. We had no running water for about 4 hrs. We received no housekeeping. We reached out to the hotel right away but got no response. We went to office and nobody there. We called ********** and they could not reach them and Holiday Inn still did not respond. ********** asked us to stay until they get a hold of the hotel but they were not successful so they told us we could go ahead and leave and we did. I reached out to our bank but they said the hotel responded to them and Holiday inn says the did provide service. We have proof we got no response from hotel & proof we did leave property.

  Business response

  08/11/2023

  We recognize the guest's stay was inconvenienced. Therefore, as a sign of good will, we will refund the guest 2 nights back for a total of $705.79. Our records reflect the guest was here for their entire stay, with records showing they even made purchases on the 17th at our tiki bar. Our front desk is staffed 24 hours a day so unsure how the guest or the third-party site was unable to reach anyone. The refund will take 3-5 business days to reflect in the guest's account.

  Customer response

  08/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  This information provided by the resort is incorrect.

  The resort has no proof we were on the property for 7 days.

  In fact we checked in a day late on 5/16/23 and in fact checked out on 18th. We stayed 2 nights. We should not of had to stay a 2nd night to await your response. 

  We tried check out on the 17th but ********** told us wait until we hear from the resort. We never heard from them. ********** never was able to get a hold of them. ********** advised us that we can go ahead and leave on the morning of the 18th and ********** would be in contact once they heard from hotel.. They never did. 

  We stayed 2 nights. Video surveillance of the parking lot will prove this. My gps tracker will prove this. 

  As far as the Tiki Bar that was closed. This was on the 17th when we were there. We did not stay a week. AND The Tiki Bar was closed and probably still is. They guy made the drink just to be nice and then they had no way to take a payment so it was charged to room. The bar was not open.

  This is not a matter of a inconvenience this is a matter of false advertising. They don't have swim up bar anymore, it belongs to the hotel next door.

  They don't offer room service as advertised. We had a pet with us and needed to eat in each night. 

  They did not have front desk service nor anybody available to handle situation right then and there.

  They failed to respond. This alone is all that's needed in court regardless of other issues. We can go about it the easy way or hard way.

  I can provide gps info to prove we were not on the property at the time you claim you do have proof in which you have yet to provide other than make a statement.

  I can provide proof from ********** that you did no respond to them either. 

  I don't need proof to prove you don't offer room service when you advertise you do.

  I don't need proof to prove you don't have a swim up bar that you advertise.

  No amenities, no housekeeping was provided. The list goes on and on. No Water.

  Acknowledge, refund and , move on

  Regards,

  ******* ******

  Customer response

  08/19/2023

  We were not in the parking lot. 
  The hotel recorded our license plate number.

   

  Customer response

  09/07/2023

  I'm filing a claim at small claims court in ***** ****** if I don't hear from the company asap.

   

  Customer response

  10/04/2023

  Correction ****** ****** not *****

  Business response

  10/05/2023

  Hello *** ********,
  
  We have resolved the complaint with **** ******.  I spoke with **** ****** and was told the situation in detail.  After speaking with my boss,  **** ********, General Manager we decided to issue **** ****** a full refund.  **** ****** should see the refund in approximately 3 to 5 business days.
  
  Thank you,
  

  
  

  Customer response

  10/10/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  I’ve been waiting for refund before I closed, but I trust.

  Regards,

  ******* ******

   

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