Complaints

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.

• Initial Complaint

  Date:06/09/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  I tried to dispute this through ***********, but they state "goods were as described and received in good condition" and would not provide any recourse or refund and recommended I contact the BBB to help resolve with the merchant. Please see reason below:Details of the Incident:Reservation Details:oHotel: Holiday Inn Express oLocation: *******************************************************************************-in Date: April 25, 2025 oCheck-out Date: April 27, 2025 oRoom Type: King bed with sleeper sofa couch oBooking Platform: *********** Travel Issue Encountered:Upon attempting to set up the sleeper sofa bed, my child fell through due to missing springs, rendering the bed unsafe. I immediately reported this to the front desk, but no alternative rooms were available. The staff member on duty was the sole employee present, and maintenance was unavailable until 9:00 AM the following day. An offer of a rollaway bed and a $50 credit was made, but this was insufficient as the sofa bed was intended to accommodate two children, and the rollaway bed could not.Hotel ******************** was in disarray, with multiple guests expressing dissatisfaction. The front desk staff indicated that they were the only personnel available in a fully booked hotel. Additional issues included a non-functional jacuzzi and a shortage of pillows and other essential amenities.Attempts to Resolve:I contacted *********** Travel, who reached out to the hotel on my behalf, but the hotel's management declined to provide a satisfactory resolution. Consequently, I had to secure alternative accommodations at another hotel that could safely accommodate my children.Requested Resolution:Given the circumstances, I request a full refund of the $511.90 charged for the Holiday Inn Express reservation. The hotel failed to provide the accommodations as advertised, and I was compelled to seek alternative lodging to ensure the safety and comfort of my children.

• Initial Complaint

  Date:06/06/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I stayed at this hotel for one night in two rooms from June 3rd to June 4th. The rate on my reservation, which was made on April 8 was for a total of $555.50 for both rooms. This amount was charged before my stay.
  
  Following checkout I noticed an additional charge of $104.46 for each room. I contacted the hotel and they indicated they had changed rates and refused to give me refund on the amounts charged incorrectly. I'm requesting a refund for these rate difference that was never notifed not me and that I never approved.

  Business Response

  Date: 06/19/2023

  Guest called because the hotel over charged his credit card. In fact the system changed the rate and we did notice until the guest called. Guest called on a Monday at 6:30am in the morning. I, *******, answered the phone and I explained that I was a little busy and and I was going to look at the reservation on Wednesday, two days later. ***** was rude and demanded to take care of it right now. I got upset because that is not the way to talk to someone who is just doing trying to help several people so I hung-up the phone. ***** called again. I answered the phone and I said may I put you in a brief hold, I'm assisting someone right now. ***** replied, no and you  will take care of this right now. I decided to hang up the phone again because he was unreasonable. Wednesday, I got to work and I refunded the card we had to file. Everything was taken care of as I said. There was no need to be rude. 

   

  I attached 3 receipts 2 from the rooms showing the deposit made in advance and the over charge. The third receipt shows the reimbursement for the over charge. If there are any question please email or call the hotel. I'll be happy to assist.