Complaints

• Initial Complaint

  06/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  We made a family vacation reservation at Holiday Inn ****** for 27th August to 31st August 2023, upon arrival on 27th August we were placed at the Annex section of the hotel which was also being used for new immigrants. The environment was not conducive for our vacation as there were children running around and playing in the corridor with loud noise. I quickly went to the front desk and complained to a gentle man called Kem, I requested that we be moved to main section of the hotel, but I was told that the hotel was fully booked.I expressed displeasure at the state of that section of the hotel where my family was placed, it was infact stuffy and unclean. ********* told us that if we do not accept it that there will be a no show fee charge. He advised we atleast give them 24 hour notice of checking out so that I'll only be charged for a night, we stayed for the night of August 27th and checked out the next day August 28 and I was charged $214.46 for the night, to my shock when I returned to my base I realized another amount of $880.20 was charged to my account on 31st August 2023 On or about 5th September 2023 I phoned the hotel and was able to speak to ********* who after checking their system informed me they only charged me the initial $214.46 and advised that the charge might have come from booking.com the platform I made the reservation from and not from them.After contacting booking.com, they informed me that the charge did not come from them and that they've reached out to Holiday Inn who will effect the refund.I've made countless calls and sent emails with my credit card statements and reminders to Holiday Inn Dedham, they keep giving me different phone numbers and emails for their managers. Till date I've not gotten any response from their management

  Customer response

  06/24/2024

  I have not heard from the business in response to my complaint.

• Initial Complaint

  09/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Received notification from **************** that $34 K worth of charges were made on 09/24.We have 4 employees staying there and are trying to see why the charges are so high and processed on the same day.I have been calling the hotel at ************ for over 2 hours with no answer, I have had several co-workers try the number as well and no answer. I have called the customer service number to be placed on hold for 18 minutes only to be disconnected and not called back. I have explained several times what is going on. ******* also called the hotel with no answer. I advised this is also a safety issue as there are guests in the hotel that cannot be reached in case of an emergency. Rep said to call their cell phones. This is disregard and not understand at all. As I finish this I am still repeatedly calling the hotel with no answer

• Initial Complaint

  10/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  10/22/21- Met with ***************************** to have wedding reception at the Holiday Inn ****** 10/31/2021- Confirmed in-house catering wedding package with an additional $6.00 per person 11/3/2021- Received acknowledgement of email to ***** about not receiving wedding contract as of yet 11/9/21- I received email regarding outside catering charge 02/14/22- I sent out an email regarding not getting any contract, or information about reception 03/3/2022- received a floor plan of the reception 05/17/22- Received estimate of guests and pricing for 150 guests 5/19/22-Asked about the membership discount and was told there was nothing like that being given 8/8/22- Gave new guest number of 300 from 150 guests and got a new estimate.8/24/22- Met with ***** and ***** regarding reception hall setup, food, drinks and rooms. Gave another payment of $7,676. At this point what was given was in the amount of $23,176. We asked if we could pay the remaining $7675 on the wedding day 8/27/2022 or after and was told, " No, You must pay the full amount of the reception today or you will be "LOCKED OUT" of the hall and not have your reception on saturday."8/26/22-Made last payment.8/27/22- wedding cake left in hall overnight (it was not served to guests) until 3pm sunday evening. the food served was missing starch which was supposed to be included, there was only 3 pieces of carrots and 2 pieces of spring beans on the plate, old, stale, and cold. Guests were not served correctly or even at all. It took the servers 2 hours to serve the food. our wedding cake was destroyed and not eaten that we cut into and our replica cake was destroyed as well, 8/28/22 to present- asking for 30% of the cost per plate to be refunded- $19.50 per plate & total cost of our wedding cake and replica anniversary cake -$ *******. Spoke to the manager and he said he would pay for our wedding cake. I told him that we needed what I was asking for please help us gain this back. We have no wedding cake.

  Customer response

  10/28/2022

  I have not heard from the business in response to my complaint. PLease help me in resolving this issue 

  Business response

  11/20/2022

  I'm calling in response to complaint ********. I want to let you know that we have communicated with the party and reimbursed the cost of their wedding cake. The total cost was $1,317.50. We consider this to be resolved. Thank you very much

  Customer response

  11/28/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

  Please see the attached document that I sent to ******************* regarding the food and services not rendered. The price of the cake is not the amount we are asking for- 30% of meals as there was no starch (which was supposed to be a baked potatoe) on the plates served (see attachment) alongside with the outside vendor for the rice and also the food was cold and stale. And there was only 2 pieces of carrots and few pieces of overcooked string beans. Very unacceptable. I spoke to **** in person about these issues and he was supposed to get back to me in regards to this. Please see all attachments  

   

  Business response

  12/13/2022

  This is a response to complain ********. Follow, up response that the client feels that we owe them 30% of their meals. We have reviewed their contract with us and see what we have provided everything that we were asked to in accordance with the agreement. We did refund them the cost of their wedding cake as it was left out, but other than that I feel we have fulfilled our requirements Association with this complaint. If you have any questions, please feel free to call me at ************. Thank you very much

  Customer response

  12/13/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  

  
  The holiday Inn ****** business was supposed to have starch on each plate. The plates were supposed to have as discussed  veggies (from the hotel), potatoes (from the hotel), jelfo rice (outside caterer), moi moi (outside caterer) and fish/chicken ( protein from the hotel). This was discussed at length with the company and they were aware and notified that the outside caterer would be being the rice and they would place the rice on each plate. As an appetizer the outside caterer also brought puff puffand the hotel placed **************** for each person as well -which was paid for.

   

  So to be honest the hotel did not give starch which was the potatoes on the plate. And we decided not do do moi moi as it would be too much all on one plate so STARCH was not on the plate from the hotel as promised. We are asking for the 30% as they did not FULFILL their contract with us. Please. The check for the cake has been sent back to the hotel as we will not be accepting that as payment  services were not rendered. 

   

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

*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. ↩