Complaints

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My reservation #******** included breakfast but on 8/03/2024, they refused to let us eat breakfast and we had to walk out of the dining room after sitting down at a table. The owner of the buffet bar told me I was not on the list. The front desk agent <***> told me my reservation did not include breakfast. I said that's impossible because I always include breakfast. I told the *** to charge my room for two breakfasts. The *** told me that she could not do that because there is a list they have to go by, but she can put us on the list for the following mornings and charge my room. It was embarrassing to walk out of a dining room that we already claimed a table for. It's a buffet. How can they not be able to add two more hotel guests willing to pay again. I called the ************, IHG, 6:53am 8/03/2024, for help with this situation of us being denied breakfast, 35 minutes later I was told this issue had to be resolved at the local hotel level & the manager comes in at 9am. After we come back from ****, the same *** called the room to apologize because she found the breakfast code on my reservation. She came to the room and told me again that she took $10.00, off on each day stay and handed me 4 coupons for 1 free beverage. *She also tells me that I could have paid $14.50 pp, that day to eat breakfast. After arriving home, I noticed the hotel honored the $10.00 credit for just one night stay instead of the two nights stay. I would have rather spared the embarrassment of walking out of the dining room. To make matters worse; today 8/06/24, I noticed a pending charge of $564.21, which was not disclosed to me. My payment receipt shows $294.94. I called *** again, and I am connected to *** ******* front office manager to the local hotel, *who was rude to me at the hotel because I complained about the hotness on the 5th floor and rooms 513 & 521 were not to par. To no surprise today he was even more unprofessional via phone & putting words in my mouth.

  Business response

  08/12/2024

  The guest Mrs. ****** was informed incorrectly at check in about her breakfast being included on her State Gov rate. We are not sure what list she is speaking about with breakfast, she has asked for the "breakfast" which was included in her stay to be refunded which we did. She also checked out early from her reservation and we tried to explain that the pending charge she was see for 460 dollars which just that a pending charge for the whole original stay. The amount she received on her invoice will be the total when her bank releases the funds from the pending charge. We can understand her frustration with being hot on the 5th floor but as you can see from her keys which she included in the documentation she was staying on the first floor after she complained we moved her to accommodate her. She was offered a discount on the phone via FOM *** and said he was "putting words in her mouth". She was compensated with free drink vouchers and offered a discount. If the charged is still pending in her account of the amount for her original stay, which she also included a picture of, we urge her to reach out to her bank. 

  Customer response

  08/22/2024

   
  Complaint: 22101466
  
  I am rejecting this response because:  The pending charges to my credit card was $564.21, not $460, as FOM *** stated.  I called my bank first.  I followed with a call to IHG as instructed by my bank & to request the breakdown of the pending charges.  *The receipt document I provided was from the hotel, a total amount of $294.94.  A 3-day stay would have been $453.23, as my attachment shows.  The list I am talking about is the list the hotel provided to the owner of the buffet bar in the hotel and who told me I was not on the list she was holding in her hands, after she asked me what room I was in.  The front desk agent (***) also told me we were not on the breakfast list.  I never asked for a refund for breakfast.  After we came back from ****, the same *** called to apologize because she found the breakfast code on my reservation. She came to the room and handed me 4 coupons for 1 free beverage and told me again that she took $10.00 off on each day's stay & that I will be on the breakfast list for the rest of my stay. Although we spent more at ****, I accepted the apology from that ***, the $10.00 off for each day stay & the 4-beverage coupon. The receipt shows that I only received $10.00, off one day. My daily rate was $134. One of my attachments show a total amount prior to taxes, but my receipts show only one accommodation of $124. FOM *** couldn't possibly understand our frustration with being hot on the 5th floor because he sent me back up to the 5th floor as he stayed on the 1st floor behind a counter in the lobby, which was nice & cool. He wouldn't have been rude to me if he understood my frustration.  After my second time back in the lobby I stated I could not stay in that hotel. I was finally placed me in a room on the first floor, room 131, a room without a safe but it was clean, no drainage issues & the ** wall unit was putting out cool air.  No guests should have to make 3 different trips to get a room that is up to standard.  My attachment showing the different rooms I had to go through to get a room up to par shouldn't make a FOM feel so proud & helpful. The first room should have been accommodating.  FOM *** was even more rude to me over the phone, he was very unprofessional.  When I asked him for the name of the *** with the red hair, he told me he was not going to identify her and then followed with: Well, what do you want me to, fire her?  He also said he was not going to give me a full refund, but I can write a review.  I told *** "Not to put words in my mouth, I never asked for a full refund & I never said to fire anyone".  *** told me he will credit me the $10.00.  I asked him to email me that information with the attachment he was going to email me, but he said he could not do that, he could only email me the attachment.  If a front office manager is rude & unprofessional towards the guests, how can the employees under him follow with any good moral ethics?  There was too much going on at this location and it seemed like some of the employees were in cahoots with ***.  That location needs more employees like *** ******, she was very nice & pleasant.  I have never experience a rude FOM and/or *** at a hotel lobby and/or over the phone.  Perhaps it's just the location.  
  
  Sincerely,
  
  ****** ******

  Business response

  09/04/2024

  We only see the charge for the total of her stay which was $294.94

  The rest was an authorization at check in for her full stay plus incidentals. Is the guest staying the full amount is still showing? I am confused at this point what we are talking about? Can she provide any documentation that the total she is stating is no longer a pending amount but an actual charge? 

  Business response

  09/04/2024

  We only see the charge for the total of her stay which was $294.94

  The rest was an authorization at check in for her full stay plus incidentals. Is the guest staying the full amount is still showing? I am confused at this point what we are talking about? Can she provide any documentation that the total she is stating is no longer a pending amount but an actual charge? 

  Customer response

  09/11/2024

  I did not receive the $10.00, credit on my second night stay.  I have already submitted all the documents which shows that I only received a $10.00, credit for one night stay.  Perhaps you need the $10.00. For me it is the principle and shows that this location has none.  Please donate the $10.00, you owe me to all the employees working the front desk.  I know I will never stay at that location again.  Holiday Inn has gone Holiday Dump.

  Customer response

  09/11/2024

   
  Complaint: 22101466
  
  I am rejecting this response because:  I did not receive the $10.00, credit on my second night stay.  I have already submitted all the documents which shows that I only received a $10.00, credit for one night stay.  Perhaps Holiday Inn Titusville needs the $10.00.  For me it is the principle and shows that this location has none.  Please donate the $10.00, you owe me to all the employees working the front desk there.  I know I will never stay at that location again.  Holiday Inn has gone Holiday Dump.  
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  09/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 6th I booked a room at this hotel thru booking.com for July 10th. The plans changed and I cancelled this reservation thru booking.com on July 8th. I also called the hotel directly, spoke to Tammy and let them know of the cancellation. I did not stay at this hotel, yet my credit card was charged for the full amount. I have emailed and spoken with different people at the hotel and booking.com and all I get is a run around. Neither business will refund my money and each says it's the others fault. At the hotel I spoke to assistant manager, Donny M*******, multiple times and I also left 3 voicemails to Robert W*** the General Manager and he has never returned my calls. The amount of the charge was 127.57 and was billed on July 6th by booking.com. The people at booking.com, email from Michi, told me the money was sent directly to the hotel. The hotel says they were never paid. Somebody has my money and I'd like it back.

  Business response

  10/27/2022

  Business Response /* (1000, 8, 2022/10/04) */ I Donny M******* spoke with the guest on numerous times and told her she needed to reach out to booking.com because she paid them directly. She never paid us, she booked this reservation via a third party website, I do not have a credit card on file for her and have no of knowing what she paid them or any way of refunding her. I agreed to approve the okay for booking.com to refund if they would contact me. They have not. I even reached out to booking.com on her behalf and they will not give me any information as I am not the guest. We have done everything we can to help her get her money back from the company she booked and paid through.

*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. ↩