Complaints

• Initial Complaint

  09/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I stayed at the above hotel; checked in on 09/12 and checked out on 09/15 under confirmation #29573745. When checking out, the front desk clerk mistakenly gave me a hotel receipt showing a BALANCE, instead of a required ZERO BALANCE as needed in submitting a Government DD-Form 1351-2 for the US Coast Guard as I was under TDY Orders. As of this writing, I have spent HOURS and a tally of 14 phone calls in attempts to get a proper receipt and response! At every attempt; the proper phone menu tree selection results in a recorded message that no one is available and the voicemail box is full. In calling the complaint phone number, a case number has been assigned as #10551635683. However, not even the complaint staff has been successful at making contact with the needed hotel manager (which I am told is the ONLY person able to send out a corrected receipt. This has spanned several days, several hours, and 14 phone calls to no avail. No respond, no resolution, and no contact or return call/email. As this is a Government TDY business trip, I am way LATE TURNING IN A PROPER TRAVEL VOUCHER!!!

  Business response

  10/14/2024

  We have reached out to this guest after receiving the letter and sent him the documents he asked for; there has not been any prior messages or contact with Mr. ******* until this letter reached us.

  Business response

  10/14/2024

  We have reached out to this guest after receiving the letter and sent him the documents he asked for; there has not been any prior messages or contact with Mr. ******* until this letter reached us.

  
  

• Initial Complaint

  07/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a reservation on the IHG website on 6/21 for July 25-July 29th. I called the front desk within 8 hours of making the reservation to cancel it. I was told that it was canceled and that I would not be charged. I was charged today by the hotel, for one night as a no call no show. I called to dispute the charge because the reservation was canceled but was advised that in despite canceling the reservation their policy is to charge one night which is non refundable (because of the "prepaid" rate that I chose. Wouldn't a pre-paid rate indicate that you prepay? I did not I was just charged today. Also my actual confirmation says that I can cancel anytime before July 18th for a FULL refund but the manager that I spoke with said thats incorrect...then why was that sent to me...and why was I told that I wouldn't be charged?

  Business response

  09/06/2022

  Business Response /* (1000, 5, 2022/08/02) */ I just looked up the reservation and I do not see that the guest was charged at the hotel.

*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. ↩