Complaints

• Initial Complaint

  01/19/2025

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Booked a room at Holiday Inn Express in ***************. On January 10, 2025. Paid ****** in full on credit card. Was emailed a reservation #, along with a guaranteed room for paid in full. Arrived at 430 pm to check in, was told they overbooked and they did not have a room available. Inquired about charge on Credit card and was told I would not be charged because I did not get checked in. Credit card WAS charged. Tried numerous times to talk with supervisor, manager, or someone at corporate to no avail. Did a dispute with ****, thats still pending. Not understanding how they could, and rudely I might add, just give your room away.

• Initial Complaint

  01/17/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  we are an ***** travel agency.made the booking via the hotol program.submit a complaint with an order.never get any respond.also made the compalint with the call center , and the call center said not able to do *************#***********

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I called the reservation number for what I thought was Holiday Inn **********************, it was a reservation number for ***. I explained that I was wanting a room there for the 20th - 22nd of December. It was for my son's birthday. We were there to watch a basketball game. I informed the agent that I was 100% disabled vet and asked if there were free parking and was told to ask the front desk for voucher. I also saw on my bill an extra fee. I asked what the fee was for and she told me and I explained we would not be needing what the fees were including. She told me to tell the front desk and they would remove them. When we got to the hotel, we were told that what I was by the agent wasn't true. I was very angry!!! I was completely lied to. Now if I had know that these were lies told to me by the agent I would have tried to get another place to stay. I didn't know I had been lied to until we arrived at the hotel. Why didn't I cancel? Because there were several things going on ***** during that time and hotels were full!!! We couldn't cancel!!!! This company flat out lied to me!!!!! If I would have known at the time of reservation I could have had time to make another choice!!!!

• Initial Complaint

  01/14/2025

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  On 10/4 to 10/6 (reservation ********) I stayed at the **************** (*****************************, **). When I checked into the hotel I signed an estimate of my nightly rate and the charges that would be charged to my credit card. I was quoted $227.40. Upon checkout I was charged an additional $34/night and a total of $304.64. I would not have stayed at this hotel for this price. If there was a rate difference I should have been notified prior to check in. The paperwork I signed during check in stated a nightly rate of $100/night and I was not notified of a rate change.

• Initial Complaint

  01/13/2025

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Holiday Inn Express Ft. Lauderdale Airport / Cruise Port I am filing a formal complaint regarding my distressing experience at Holiday Inn Express Ft. Lauderdale Airport / Cruise Port on December 7, 2024. Shortly after check-in, my wife and I discovered a severe cockroach infestation in our room, causing significant discomfort throughout the night. My wife, who has severe allergies, suffered a reaction requiring corticosteroid medication to alleviate her symptoms.Despite promptly reporting the issue to the front desk, we were told no alternative rooms were available. With an early flight the next morning, we had no option but to endure the unsanitary conditions. I documented the infestation with photos and submitted them to *** Guest Relations (Case #***********), who assured me the matter would be reviewed. However, the hotels response has been dismissive and unsatisfactory.The internal pest control report concluded no pest activity was found, contradicting the photographic evidence I provided. This reliance on a biased, internal investigation raises serious concerns about fairness and transparency.Key Points:Health and Safety Impact: My wifes allergic reaction required medication, highlighting a failure to meet basic health and safety standards.Lack of Support: The hotel provided no alternative accommodations or meaningful assistance.Evidence Ignored: Clear photographic proof of the infestation has not been adequately addressed.Biased Investigation: Relying solely on an internal pest control report is neither impartial nor transparent.I have repeatedly requested a refund for the one-night stay as a reasonable resolution. Unfortunately, the hotels dismissive attitude has left me no choice but to escalate this matter ********** IHG number is *********.

• Initial Complaint

  01/09/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made an order on December 14th, 2024 for some gift cards with my points for my kids for Christmas and changed some information to my account because I recently been going through a divorce with my husband. So I updated all the information on my account due to this. My orginal email also got hacked. So, I understand where it looked a suspicious but I did it for a reason, but anyways moving on, due to that my order was canceled and locked, I called and verified and sent my ID card and my DL card in the email they requested and called from the original phone which is a prepaid number that barley has any minutes on it and is currently connected to my ****** voice which hackers have access to right now, which is why I also changed my phone. But anyways. Ever since I got back in my account and fully verified, I place a new order because I was still wanting those gift cards for my kids since they didnt get those for Christmas. Then got a notification they locked it again. Once again I had to call from orginal phone to unlock it and verify once again. They did unlock it but now when I place the order it gives me a order number but I get no order confirmation and then my points bounce back. This is ridiculous. Since I fully verified; why is this still doing this? They said they would fix the issue but never did. Im getting fed up with their c*** They have the worst customer service ever and their 1.5 star feeback on a trusted source website I found proves it. Some **** will just hang up. They will tell you we will transfer you to right department then they hang up. Some **** are nice. But this whole entire experience has been a total nightmare. I hope this gets information gets posted everyone in the world should know what horrible experiences these companys bring to customers. This has been total h*** I also tried creating another account and transfering my points to that account but that didnt work. Was hoping it wouldnt have to go here but I had no choice,

• Initial Complaint

  01/07/2025

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My fiance and I stayed at this Holiday Inn on 10-25-24 through 10-27-24. We reserved reservation with our **************** card, but when we arrived at the hotel to check in, we were asked if we wanted to pay for the room with our **************** Card. We decided we wanted to use our Discover Card, which we presented for payment in the amount of $464. A week after our stay, we received our **************** bill and saw that we had been charged a week prior to our arrival by a third party, Agoda, for our stay, but under a different reservation number, in the amount of $441. We called the hotel right away. They said we had 2 reservations, one under my name, and one under my fiance's name, and were charged for both rooms, one of which was a no show. We have gone back and forth with the hotel, **************** and Agoda for almost 3 months without resolution. The ** of the hotel, ****** ******, told us they reimbursed Agoda for the room and we need to get refund from them; however, she offered me approximately $331, which is what she allegedly refunded Agoda. ***** has no record of a refund. The manager, ****** ******, now will not return my phone calls or emails. I then called ***'s corporate office and have spoken with several representatives, have provided all documents, etc., as well as provided ***** the same information, just for them to say the documentation is insufficient. I spoke to *******, **************** on January 4, 2025, and she seemed to understand the situation and want to help. She promised to talk to ****** ****** and get back to me first thing on January 6, 2025. I have not heard from her and have made 2 phone calls to her, only to be told she's not available, and to wait for her to call me. Today, January 7, I spoke with another case manager at ***. He wanted me to re-explain (for the hundreth time) the details of the case, then wanted to call me back in an hour. I told him I wanted to talk to *******, and he hung up on me!

• Initial Complaint

  01/06/2025

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I stayed at this hotel on Aug 29, 2024 for two nights. They took the payment for the two nights out of my debit card I booked online with when I checked in. When I checked in they also asked for my credit card for incidentals. After I stayed with them they charged that credit card for another nights stay. I disputed the charge to my credit card which is still processing and now 4 months later, on Dec 30, 2024 they have now charged my debit card because I disputed that charge on my credit card and when I tried calling and emailing them they said they charged me again because I disputed the initial charge and when I told then that dispute hadnt gone through yet, that the amount is still deducted from my card therefore they need to refund my debit card as they did not have authorization to charge it, they never responded.

• Initial Complaint

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I booked a stay at then hotel for three nights and had multiple problems during my stay. The room was dirty and had food and under the couch and also stains on the walls. The TV volume was stuck on 100 so when we tried to use the remote to turn it down it would not turn down, so we was forced to listen to a loud TV. The room was continuously hot throughout the duration of the stay even after turn the air on. The room never got cleaned after requesting multiple times that it did. And there was also stains on the bed sheets.

• Initial Complaint

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I personally worked for the holiday. Inn express and suites located in ************, ************ for about 4 months as their office manager. They committed a series of violations illegally during the time frame I was there. The owner ***** ************* committing tax invasion. He pays multiple employees under-the-table. He charges cleaning fees for service dogs.He does not pay time and a 1/2. When an employee works over 40 hours a week. The particular employee I'm referring to is one that is paid under-the-table. 7 days a week he works night audit. They also have another property in malvern With the current investigation from the labor board to put into perspective.His reputation, Behavior and illegal activity that is consistent.

*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. ↩