Complaints

• Initial Complaint

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 12/19/24 I was informed my daughter would be having a soccer tournament in Arizona. Soccer is very important to my daughter. I booked a room with Comfort Inn and Suites on **** ***** ***** *** ******* *Z so we can attend this tournament. Like, most families we live paycheck to paycheck and really try to save money so she can attend these tournaments. I reserved the room for January 16, -January 19, 2025 for $426.24. On January 6, 2025, we found out the tournament was cancelled, so I tried to cancel the reservation. They stated that due to me reserving under their best price, there is a no cancellation policy and they will keep the money. Even if this is their policy, it is more like fraud. How can they keep $426.24 for no services rendered. It is a huge blow to my family and probably many more due to the location near the sports complex. This policy needs to be changed. It is wrong. I UNDERSTAND MAYBE HAVING A DEPOSIT, BUT KEEPING ALL OF THE MONEY FOR NO SERVICES RENDERED IS FRAUD. I called and tried to talk to them and the lady just stated, oh well. That is a lot of money for most people. I hope you can help me change this policy and maybe get a refund. I appreciate your time. Thank you.

• Initial Complaint

  04/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On March 14th I had reservations for 2 rooms at the Holiday Inn Express in Tucson, AZ on Grant Rd. I made those reservations through the HIE website and have a credit card to secure the rooms. Upon our arrival from Texas that night we were told by the front desk that the hotel was overbooked and that we didn’t have a room. The lady at the front desk had been placing several customers in other hotels near by and had a list of several people in the same situation. She booked my family and I at the Marriott AC hotel downtown and let us know that Holiday Inn would reimburse me for the cost of the stay once my receipt was received the next day. The next day I emailed my receipt and explained the situation to the email listed on the website and confirmed by the front desk. I got a bill for over $700 at the hotel they sent us. A week passed and I reached out to HIE via email again and there was no response. A third email and a fourth email went out. Finally a manager called Rose responded that HIE would ask AC hotel to bill them so they would reimburse me. AC hotels also reached out to HIE to manager Krista, no one has been billed and I have not been reimbursed after almost a month of emailing them weekly to follow up about my reimbursement. When I call the manager seems to never be in either. It is unacceptable that a hospitality place has no regards for customers, no phone calls have been returned and no other email about the situation has been answered either. I have not received a reimbursement and now I am over $700 in credit card debt that I cannot afford to have. What is worse is that I am a loyal customer to the chain of hotels and I am a member of their system. I am only asking for my money back of something that was promised and agreed on due to their poor way of doing business. For them this money may be nothing but for us, especially at this moment in time where people don’t have jobs, there’s a recession, and money is lowI cannot afford to pay a 700+ bill.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩