ComplaintsforHoliday Inn Express McCook

• Initial Complaint

  12/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am filing a complaint for my husband. He booked a hotel stay on ***************************** Ref no *********** Intinerary no. ***********. Total amount $****** My husband needed to cancel and called before arriving. The hotel informed him he would have to go through the reservation company. He called them and he was told no. The Holiday Inn uses this website for bookings and it is not acceptable. I am hoping that you can help refund $****** ********************************.

  Business response

  01/17/2022

  Business Response /* (1000, 18, 2021/12/29) */ We have reviewed the information submitted by this complaint for any error on our part and have concluded that this complaint should not be considered valid, and any billing disputes or complaints need to be taken up with the appropriate third party booking company. Based on the email confirmation the guest received from **************************** this individual did not book directly with our hotel. The website he chose was ****************. Our hotel website is: ***************************************************************************************************************. The guest mistakenly thought he booked directly with our hotel, when in fact he had booked through a third party booking site (****************). For any reservation made through a third party booking site, the guest must modify, cancel, or make any other changes through that company, as we are unable to make these modifications on a guest's behalf. This is an industry standard practiced by practically all hotel properties. Our hotel does not charge the guest directly for payment. We charge the third party company who charges the guest themselves. When the guest called the hotel property they were informed they would need to contact the third party booking company. The guest then called the number listed on the confirmation email. This confirmation email, included in the complaint submission, was sent by ****************, not Holiday Inn Express McCook or any other IHG email domain. The email clearly states "The charges to your credit card were made by **********************************". Additionally the signature of the confirmation email is signed by multiple entity names, addresses, website, and emails that are not affiliated with Holiday Inn Express McCook. We feel this clearly indicates he did not book directly on our website, which he claims he did. Regarding the cancellation policy for this booking on ****************, their policy states: Bookings cancelled after 09/29/2021, 11:59 PM (***************) are subject to a fee of ****** USD. There is no refund for no-shows, early checkouts, or cancellations after 09/30/2021, 10:00 AM (***************). Since the guest had made this reservation after 10:00am on the day of arrival, he didn't not qualify for this third party company's cancellation refund. The guest also states that at no time did he "agree verbally or in writing to cancel my so-called reservation" and instead stayed elsewhere. This indicates that the guest did not go through any official cancellation of his reservation with ****************, which resulted in him being charged for the full amount.

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