Complaints

• Initial Complaint

  03/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 2/24/23 I checked in to the hotel in the early evening. When I went to the restroom I saw bugs, then I checked the bed and they were in the bed as well. I called the front desk someone came up and even though they SAW the bugs all the were willing to do is change the sheets and spray bug spray. They had no other available rooms so when I asked for a refund they stalled, lied twice, then refused to give me a refund. First they said they COULDN'T refund it because I booked through expedia. When I contacted hotels.com, they said they would refund the money IF the hotel granted a waiver. The hotel refused to grant a waiver. I checked out anyway and had to find another bug free hotel.

  Business response

  03/02/2023

  Hello!

   

  Will call the guest and get more information. we remember the incidence and called the guest right away to get the room fixed as we were sold out but guest was very rude to the staff and left the property.

  Business response

  03/08/2023

  Hello!

   

  As mentioned before there were NO bugs in the room, we accept there were some ants and staff offered to help them by changing the sheets and clean the room but despite the offer the guest decided to leave as hotel was sold out and there was no other option. All our rooms are protected from bugs as they have protection covers and when we tried to explain the guest, she didn't want to listen She left us voicemail about law suites and dire consequences despite the fact we offered to apologize and give 50% credit for the stay. Now the guest wants to dispute the charges with her credit card company so we cannot take any further action. When the manager called the guest, she hung up on him and that was the last conversation we had with them. Every conversation with the guest she has been very rude to the team members and even in her voicemail. 

  Customer response

  03/09/2023

  
  Complaint: ********
  
  I am rejecting this response because the manager, Pakeet K***** is both unreasonable and dishonest. I checked out of the hotel because there were no sanitary accommodations there and there were no other rooms available. While I have tried to resolve the issue, I should not have to pay for a room with bugs in the bed and bathroom and certainly not when there were no other available rooms at the hotel. Mr. P**** is condescending and told me to stop talking as I tried to explain. When I set boundaries about communicating with me in a positive manner, he became even more irate and I told him our conversation was over. 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  10/12/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I had mandatory evacuation w/ my 93 yr old Dad & 83 yr old Mom due to Hurricane Ian. We went to East coast, found a hotel but only had a few nights there, & booked at this Holiday Inn Express in Palm Bay via **********. Booked 9/27/22- Oct 1, 2022, at $174.99 per night. My dad had pneumonia prior to evacuation completed his meds and was doing ok but then started not feeling as well, and we had allot of issues w/ damage to our home due to hurricane, and so we needed to return. I went to ********** the day of our return (chatted and was told they would reach out to Holiday Inn Express & would notify of cancellation to receive refund within 72 hrs & waive penalty). A week later I hadn't received any notification from **********, so I called Holiday Inn Express told me they were NEVER notified by ********** the day I cancelled & then they told me my refund was up to **********. Then I reached out to ********** chatted and called and was told that it was up to Holiday Inn, and they would reach out to them and let me know. Holiday Inn said no refund was being allowed... even though I notified them the day of. We had no electricity, terrible damage to the house, not even gotten a tarp on roof yet and now I have to pay for 3 nights I never used. No heart, no compassion and no responsibility for a screw up on either side. I purchased from **********, so reaching out to them was logical procedure on my part, Hotels didn't contact Holiday Inn Express, however Holiday Inn Express had NO compassion whatsoever. I would never do what they did to us in the face of a natural disaster. They need to provide a refund. This doesn't foster goodwill, or good karma. I will never use a Holiday Inn Express or ********** ever again. Do the right thing. I had no phone service upon return but got my messages eventually and the Holiday Inn Express's elevator wasn't working so they offered everyone refunds anyway but I didn't get the message until too late. Not ok Holiday Inn Express. You suck.

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I stayed with them the night of Wednesday May 25, 2022 into Thursday May 26,2022. Upon checking out I had an emergency and asked for my items to be stored in the back and they were very nice about holding the items for me. When I went to receive my items I checked each one before leaving the lobby and my personal perscription medication was missing. I asked to speak to the manager and when I talked to the general manager Puneet ***** (KP), he told me I was making false accusations and proceeded to yell at me after I asked him to please calm down. I received no answers and was told he would not give me my medical prescriptions which include alprazolam, viibryd, and medical marijuana. I have never endured this type of behavior from management in a call that was less than 2 minutes long, but I not only received verbal abuse and terrible customer service, but received no attention to the issue at hand.

  Business response

  08/02/2022

  Business Response /* (1000, 8, 2022/06/16) */ Hello! This was the reply sent to guest on social media: We are very sorry to hear your experience with us but the truth is that you accused our staff for taking items which they did not take as your fiancé was in front of them when they got your luggage down while you were taken away by law enforcement night before. We have a great dedicated and loyal team and have never got any complaints like these before, in fact management has tried to call you several times to resolve this issue but you have been rude and start recording their conversation without their permission which was illegal too. We asked to call Law Enforcement to report your missing Prescribed(as per you) Medicine which you also declined. Manager PK tried to call you phone several times after that too and could not leave voicemail as there was non set up. Again we apologize that your items were missing but it was not at our property.

*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. ↩