Complaints

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During our July 2023, 2 night stay, my husband and I were dealing with a bathroom door that started making noises. The morning of our last stay the over 5 foot door molding fell on my husbands right shoulder and the door fell off the track. I immediately called the front desk and they informed me that there were no engineers on site and since we were checking out that day we would not be allowed to change rooms. We were forced to remain in a room that was unsafe, with no privacy when using the restroom and not given the option to move. Nobody came to our room to see if my husband was ok. I filed an accident report at the front desk and was never contacted by a manager. I have been calling relentlessly with Priceline a third party booking agency to get a refund and every call am being told the staff at Holiday Inn will not approve the refund. I emailed the ** of operations for the hotel and she did approve the refund but the main hotel needs to approve it. Im exhausted from this experience.

  Business response

  08/22/2023

  Our VP of operations has been in contact with this guest regarding this issue.  Guest has been refunded and as stated, an incident report was filled out.  Front desk staff are being further trained to deal with these incidents.

  Customer response

  08/25/2023

   
  Complaint: 20396564
  
  I am rejecting this response because: I have had no further contact with the ** as she has not emailed me back. I have no confirmation from either Priceline nor Holiday Inn that a refund was made. My credit card does not show any refund has been initiated.
  
  Sincerely,
  
  *****************************

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