ComplaintsforExpress Inn

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a horrible experience with ******************************** I am writing to request your help in this mater and to help provide a refund. I was traveling on business. There was no front desk staff present at this hotel. You have to check in at a mobile kiosk. Afterwards I found that the room I had booked was not as advertised. several amenities were absent. I attempted to use the hotel phone to call for help, but the phone just rang. I tried several times hoping that a staff member could bring the items back from the front. This is when I learned that the hotel is not staffed at all. There are no employees present at the hotel. I went online and tried several numbers for the business. It took some time to get a hold of someone because there is no option on the standard phone greeting for help or to speak to someone. When I finally was able to talk to someone, I was told that it was too late to "check-out" and that "hours had gone by", but less than 2 hours had elapsed since I checked in. They offered a 1/2 refund, which I have yet to receive, if I checked out promptly. After I talked to this person I checked out immediately and went somewhere else. I would like a FULL-refund. The room was left in perfect condition and the advertised amenities where never provided. Furthermore, the business has many negative reviews including some for the same complaint. Please help.

  Business response

  03/24/2024

  We have already responded the 3rd party email that We have looked into this matter, as per guest concern we have asked our housekeeper to check the room thoroughly to resolve it in a best way to help out our valuable guest she found room was ok and the phone was also working fine, we have offered to change the room but guest denied for it, as guest used a room for 7 hours though we have initiated 50% refund from our side for dissatisfied guest and inconvenience caused to them.
  
  Thank you

  Customer response

  03/25/2024

   I am rejecting this response because:
  I am shocked and upset that the business would lie in their official response: The room was unused, I was checked in for less than 2-hours, and the room phone does not connect to the front desk or a staff member. The chief complaint is that not all amenities advertised were provided, nor was there a staff member on premises. Despite my concerted attempts to reach the staff it took almost 2 hours to receive assistance. Once again a full-refund is the minimum solution. ********************** is unfortunately engaged in fraudulent and dishonest business practices and their response support my claims.
  

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