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Business Profile

Hotels

Holiday Inn Express Toledo North

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/19/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My Husband and I have family in Toledo **** we stayed on the night of November 10th 2024. When I stopped at the desk to confirm reservation the person behind the desk said oh you will have to give a ***** incidental fee. I do not know a lot of places that do that but they do. Maybe that area. I said and when will the incidental fee be given back she stated that next morning. So I asked and she gave a learned response well it is pending and will drop off in 2 days. It did not. I called the hotel and they stated oh well Monday or Tuesday the 18th or 19th. So I stated that is not what you had stated the morning of the 11th. 2 days and now the 18th or 19th. It is still there and I am not a bank and pending holds my ***** which I want immediately now. I do not believe they intended to give back. So therefore no reason to hold I want it returned now.

    Business Response

    Date: 12/04/2024

    We, Hilton Inn Express released the funds immediately after checking out on 11/11/24.  The consumer will need to reach out to their bank for them to release the funds.

    Customer Answer

    Date: 12/04/2024

     
    Complaint: 22578072

    I am rejecting this response because: the bank has confirmed the inn still has a hold on money until 12/10/24.  This is not fair when I was originally told the funds would be released the next day 11/11/24.

    Sincerely,

    ******* *********

  • Initial Complaint

    Date:07/28/2023

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    - Manager *** ***** hung up the phone when I attempted to obtain details to the elevator issue located at the hotel facility. - *** ***** used discriminatory language and was very aggressive to me on the phone when I had to call back to communicate my concerns of the property. - IHG communicated on 3 previous emails that I would receive a call to address my concerns, and this call was never received from the IHG team. It is my assumption the IHG team never intended to call me, and therefore, do not take this matter seriously. - Guests in room 406 had to request their room to be cleaned on 5 days during their stay. ****** ***** and guests would return to the room, and the room was not cleaned or ready upon their return. - Guest ****** ***** would return to the room and trash cans were still filled with trash from the previous day. - Upon check out, the guest, ****** ***** requested a copy of the receipt for a required $50 deposit. She was refused. The front desk had to call a manager to give permission to execute this action, although this is a violation of both Visa and Master Card Rules. - Elevators were out for 2 days. ****** ***** has rheumatoid arthritis. She communicated this to the Hotel facility. She was not offered a room on either the 1st floor, or at another facility to remediate this complaint. - Pool towels were used in place of bath towels. Per the facility, they often run out of towels, and often have to utilize this alternative as an avenue to fill this gap. - The Hotel facility rooms do not meet the ADA requirements for disabled individuals related to bed to wall distance. - ****** ***** and guests would have to request towels during their entire stay. - Holiday Inn Express located at 5855 Hagman Rd. Toledo N Ohio has numerous complaints on Google regarding similar issues. This is a reoccurring theme for this facility, and greater investigation needs to be conducted.

    Business Response

    Date: 08/21/2023

    Ms. ***** booked a standard room through a third-party site not an accessible room. Her receipt was in her email from the third party that she booked and prepaid for the accommodations through. The hotel does not have any access to those transactions as it is a prepay through the third-party site. The elevator was in service the entire time. Another guest had broken the call button on the first floor so the elevator could not be accessed from the lobby for about 2 hours while we waited for a service technician to come and repair. Ms. ***** never requested to be moved to 1st floor room. Ms. ***** did call the hotel and spoke with the General Manager but became verbally abusive and using profanity, at that time the call was terminated due to the verbal abuse.

    Respectfully yours,

     

    *** *****

    General Manager

    Customer Answer

    Date: 08/21/2023


    Complaint: ********

    I am rejecting this response because: This information is not true. We have a response from the corporate office confirming the elevator was out. Accorded to IHG, 
    "I have checked our records and found that the hotel had the opportunity to look into your concern. They would like to extend their apologies and want you to know that the elevator could not be accessed from the first floor due to the call button being broken by another guest." We also have a recorded video confirming Mr. ***** admitted the same on a recorded call. Also, we can provide you several employees who can confirm no towels,  but pool towels  only. Mr. ***** is a despicable human being. 

    Sincerely,

    ****** *****

Holiday Inn Express Toledo North is NOT a BBB Accredited Business.

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