ComplaintsforHoliday Inn Express & Suites
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Complaint Details
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Initial Complaint
04/22/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Originally had reservations at Hampton Inn next door but when we received an email that their pool was closed we took a $100 penalty to switch our reservation to a hotel with a pool. My elderly mom likes taking her 2 grandchildren to a pool to swim every month for a treat. I specifically called to make sure pool was operational. When we took kids to pool the water was brown as you can see by pictures. When we asked to speak to a manager we were told nobody was available but would we tomorrow. We stayed with the hopes of speaking to a manager this morning. We asked again and were told nobody was available. We took the manager’s number and called her just now. ******* ***** admitted the pool was disgusting and even said they had so many complaints they had to shut it down but refused to refund our money. She then began mocking me and refused to give me the regional manager’s number. When we told her we took a water sample for testing she said “That will do no good. you can’t prove it was from here.” I was horrified not only by the bacterial filled water but by the way we were treated.Business response
05/06/2024
guest stayed at the hotel. There is no refund. Guest has the incorrect information. GM did not confirm state of pool Only that it had been heavily used and was closed for maintenance.Customer response
05/06/2024
Complaint: ********
I am rejecting this response because all one has to do is look at the provided pictures to see the state of the pool. If the hotel records calls, I welcome you to listen to the call where the manager said the pool was gross. We stayed at this hotel specifically for the pool. The pool, as you can see, by the photos provided was filthy and appeared unsafe to swim in. I'm quite shocked that a company as big as Hilton wouldn't refund money immediately after seeing the pictures of that pool for their own reputation sake.
Sincerely,
******** ********-****Business response
05/08/2024
we would offer the guest 10,000 ihg rewards points.Customer response
05/08/2024
I would like a refund especially given the way I was mocked by management. I have no desire to return to this property any time soon.
Complaint: ********
I am rejecting this response because:
Sincerely,
******** ********-****Initial Complaint
12/05/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I come to this Holiday INN more often than I should. I usually book online and have been paying a 100 deposit that the receptionist said I will be receiving back to my card that everything was OK with my room to give it a few days. Yet only one of my deposits have gone back to my card for one of my stays and the 2nd stay a few days later was not and it has been over 2 weeks. I will no longer be using this Holiday Inn or any Holiday Inn or affiliate of. Also staff calling at 10:15 to see if i am checking out at 11 is unprofessionalBusiness response
12/05/2022
Hello
Thank you for contacting us with this concern. I attempting to research this issue I am unable to locate a past guest in our records by the name of ******** ******** or anything close with "B" ********. I would need a confirmation number in order to research further please.
Thank you
******* *****
General Manager
**********
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.