Complaints

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I stayed at the Holiday Inn Suites, in **** *** from 08/11-08/13/2023. I paid $354.30. When I first opened the room it smelled like mildew. I sprayed the room with Lysol, because I was late attending a wake for my brother-in-law. That night I was awakened to the fire alarm. We called the front desk and was told to ignore it, because it was probably someone smoking in their room. They said they would handle it. Then the fire department came and yelled at us for not going down stairs. We down stairs until it was time to return to the room. The front desk said we would be compensated. The next morning I was talking to my niece and telling her about the room and she said she was on her way down to the front desk because her and her mom’s room had mold. I went with her and we explained that all 3 rooms had mold that was partially painted over and the tv in my sisters room only worked on one channel. They apologized and said they would take care of it and comp us for the inconvenience. We left to attend the funeral. When we returned nothing was done. We checked out on 08/13/23. They didn’t comp for anything. I asked about it and was told I to talk to the manager, but he wouldn’t be there until Monday. I left my name and number. I didn’t get a call. I called and ask for the manager (****** ********) I was told he was on the phone he will return my call. He never did. When I called back I was told he was gone for the day and they didn’t have an assistant manager. I called the customer service number. I told them what happened. They offered me some points. I explained that I don’t usually stay in a hotel. I stay in resorts, so that wouldn’t help me. I needed a partial refund. She said the manager would have to do that. Today is 08/30/23, I’ve called him again and still haven’t spoken to him, nor have he tried to call me. I suffer from allergies and take medication for it. I could’ve filed a lawsuit but I just want what’s right.

  Business response

  09/12/2023

  Guest was informed that the Fire Alarm is there for their protection and would not be giving out any refunds for that reason. We offered him points for the inconvenience but was not happy with that. Guest seems to be looking for any reason to get money back and that is not this hotels policy.

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