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Hotels

Holiday Inn Express

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

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  • Initial Complaint

    Date:02/12/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    On Saturday February 3rd between 5:30-6pm we booked a room for 1 night at Holiday Inn Express Calexico. I asked for pricing and asked if they would be able to price match an app that I usually use for hotel bookings. The young lady said they didnt but would be able to offer me a discount. Unfortunately for us the room we got was not a very pleasant one. As soon as we walked in there was a horrible odor and also noticed a huge stain on the carpet. I went to reception to ask for room deodorant and the reception clerk did ask if I was interested in another room but she would have to check if there was another handicap room available on the 1st floor. Unfortunately, we were on a tight schedule and our luggages were already in the room. Also, we had somewhere to be at a certain time and with my dad being handicapped and can hardly walk, I refused the offer. The lady gave me a deodorant spray and I said I hope this resolves the issue. Soon after I encountered a second issue, the bathroom floor was dirty had lots of hair on the floor and a few on the bathtub and the sink and bathtub were *****. I called reception to ask them to clean and she said housekeeping was out for the day and she offered to clean. I told her to wait and give us some time since we were almost ready to leave and she agreed. As we were getting ready to step out around 7pm I saw a dead grasshopper on the carpet and mentioned it to reception she apologize and we went on our way. When we returned from our event at around 1:00 a.m. the bathroom was still dirty and the dead grasshopper was still there. Soon after we encountered another issue, our bathroom clogged and had to call reception again. Another young lady was there and told me maintenance was out for the night and offered to unclog. When she came to our room the bathroom was in use by me and the reception clerk handed the plunger to my son. As soon as I was done I called reception to ask why she expected us to unclog but she immediately offered me another room. I asked to see it and accepted to move. I did notice some rust on the sink and bathtub but figured we would be ok with that. Also, the pull out bed did not have any sheets nor pillows and the mattress was disgusting. The young lady offered to bring clean sheets and told us to bring our pillows from the previous room. At this point we were extremely tired and figured we can just cover the mattress with the sheets that were just dropped off so we can make the bed and forget/ignore the stains so that we can all sleep. It was roughly around 2:00am at this point and all we wanted was to sleep. I did however, as tired as I was, noticed the sheets also had a stain. In the morning when I was getting ready to take a shower another issue was encountered, there was a very loud squeaky noise coming from the shower k*** or from the pipe (not too sure where it was coming from) but it was very loud and annoying. Lastly, when I was done showering I wanted to turn on the tv and discovered there were no remotes for neither tv which caused another trip to reception.Due to all of these inconveniences I would like to request a full refund at the very least 50%. My total invoice came out to $146.64. On Monday February 5th, I called spoke to the manager ***** to tell her about my inconveniences and ask for a refund and she offered a miserable $20 refund. I refused it and told her how would she feel if she was in my shoes and told her that was not a reasonable refund amount for all the inconveniences we went through . At the end I accepted but advised I would write a letter to corporate since I believed I should be given a full refund. PS The invoice amount was split between me and my dad and his credit card was billed twice. I also, asked to have that refunded and that hasnt been resolved yet.

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