Complaints

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a reservation in the am of April 5th. About an hour later on my way to my destination I stopped at the hotel off the interstate of I-75 to see it &possibly do an early check in. We were skeptical about the outside of the hotel & the area when we arrived so my wife went in &asked to see the room before we used our cc. This area is very congested with folks from Miami but other interstate travelers as well. The lady who my wife met at the front desk had face piercings all over, un combed hair. This was her first impression. She took her up to the room. In the elevator there were two signs that told me to make sure I lock my car, if I see something report it (no brainer) and more cautionaries, the hotel is an hour from Miami. When we got up there she told me it used to be a days inn. Considering that I have allergy induced asthma this was a concern for me. Old units. Old and Moldy building. Etc. we went back downstairs and she wanted my American Express that was on file. I told her I wanted to talk to my husband &that I would be right back. He agreed with me, we didn't want to stay there right off the interstate and didn't want to take the chance of staying there bc of health reasons. So My wife went back in &told the gal we were going to have to cancel the room reservation. She said she had to talk to her manager who was literally behind the CORNER She could see them talking in the reflection of the fridge. She asked my wife for her name again and went back around the corner. She told my wife if we cancelled the reservation we would be charged a night stay, but I remind them the reservation was made an hour prior to this decision. My wife was as polite as she could be then the mgr came out said no you are being charged my wife finally told them why. The hotel was a dump and we weren't staying there for multiple reasons. The way the attendant looked The signs all over the hotel about reporting crime The smell of the hotel Not clean

  Business response

  04/26/2022

  Business Response /* (1000, 5, 2022/04/06) */ The entire time the guest was on site, the story kept changing. At no time was the staff unprofessional in any manner. The staff has no reason to not disclose the hotel used to be a Days Inn when asked - the hotel was renovated to a Holiday Inn Express Back in 2017 and this should have no reflection on a reason not to stay. The staff kept asking for the reason why the cancelation and each time the story kept changing. When this happens, of course to us this sounds like a story and therefore we don't go out of our way to break the terms of the reservation. When the reservation was booked there are terms and conditions that must be clicked as an understanding there are no free cancelations. And the hotel stands by not being threatened with claims against the hotel when the hotel did nothing wrong - We are just upholding the terms of your booked reservation - The only time anything was said about the condition of the hotel was well after we disclosed that there was no such thing as a free cancelation anymore. After the guest told us they wanted to stay at the beach - the hotel should not be held liable to the guest's failure to research the location prior to booking. The guest even went so far as to try to file a complaint against us with IHG - however IHG agrees with the hotel in the manner in which things were handled - The hotel stands by the terms and conditions of every reservation and upholds things in a fair and consistent manner for all guests. It also shouldn't matter if the hotel is an hour away from Miami - What does that have to do with anything?? You were staying here during the week. The cliental in the hotel during the week are business travelers, so therefore you are making assumptions without proof of any wrongdoing by any guests or staff members. The hotel did nothing wrong. Consumer Response /* (3000, 7, 2022/04/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) The hotel is filthy. The hotel is obviously in a crime driven area otherwise there wouldn't have been notices throughout your hotel. The hotel looks nothing like it does online either. Perhaps false advertising. My wife made a sarcastic comment about the beach! If you look at my profile I am nowhere near a beach. You are telling false accusations and lies. You have been rude and show no customer service toward your guests. I will close my IHG acct. My wife told you she was calling the 800 customer service number and filing a complaint with the bbb. Seems to me this is a personal matter and not a business one. You are apparently offended by her comment telling you and the gal at the counter that the place was a filthy pit. From what we saw in the parking lot it was filled with contractor trucks not "business folks". I'm sorry that your hotel doesn't fit my expectations and I still want that hotel charge credited back on my credit card. I am calling American Express next. I did not authorize that charge.

*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. ↩