Complaints

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Box spring was broken on bed to which I was told to fix myself. Doorframe was not Secure to were I needed to put towels so people could not look inside room. Employee was sleeping out front only bench in uniform. When I ask if he enjoyed his nap he got in my face and called me a *****. Come to find out he was the general manager of the motel. I ask for my money back only to be told no that they do not do refunds only points for a return.

  Business response

  09/05/2024

  I spoke to * **** around 10pm after they had checked in to our last available room as a walk-in. She was already unhappy at that time due to price ( $30 less than next door) and that we only had a king room available on check-in. She told me that the bedframe stuck out from the box springs( as shown in pic). I told her Thank you for letting us know that we would have our maintained man take care of it in the morning. She said it wasn't a big deal, but could be a safety issue. At no time did I tell her to fix the issue herself. There is light coming from around the door frame, but not enough to put towels or that people can see in(as shown in pic). In the AM guest was upset that there was a guest and a employee sitting on the front bench. The off duty employee was not sleeping on the bench or called her a ****. This was confirmed by the guest that was out front that am. As the GM at this property for 8 yrs I was not there in the morning for this incident.  When * **** made a complaint to IHG - Holiday Inn corporate office she was informed that they do not refund guest financially, but compensate in rewards points.

  Guest received Rewards Points equal to a free night stay. Guests story has changed from the 2 different calls to IHG - Corporate to the current to the BBB. Guest has used my name first and last as the GM to slander my name in her complaints and reviews. No refund will be issued to this guest. 

  Resolution (including compensation details):
  Acknowledged the guest's request.
  Recognized and appreciated the guest.
  Apologize Empathized to the guest
  Offer a compensation of 10000 IHG One rewards points
  IHG One Rewards points will be
  reflected to your account within 7-10 business days.

  
  

  Customer response

  09/10/2024

  
  Complaint: ********
  
  I am rejecting this response because: I was told by employee at front desk that morning it was the general manager that was outside sleeping on the bench and there was no other person outside besides him and myself when he in my face calling me a ***** there could not have been confirmation from anybody seeing this happen. 
  I was told by employee from front desk that was outside smoking at the time to move bed over to fix the bracket problem. I was concerned that myself or something else may get hurt on brackets. I also showed photos to front desk employee in the morning. 
  I did not take photos of the towels in the door which clearly I should have. However if you can see light coming through the door frame it isn’t secure. This is yet another  safety concern. 
  When a guest stays at your hotel they should feel safe not concerned about walking around the bed and getting hurt or putting towels in door frame so people can’t see in or being rudely confronted by the general manager.
  I did receive points for one night free stay but I will never step foot in any of IHG facilities again due to negativity and honestly the lack of concern and harassment I encountered that morning. I want my credit card reimbursed for the amount that was charged. 

  
  
  Sincerely,
  
  ******* ****

*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. ↩