ComplaintsforHoliday Inn St Augustine - World Golf, an IHG Hotel
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Complaint Details
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Initial Complaint
03/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Check in was March 14th and the checkout was March 17th under confirmation number ******** room #*** We had to unstop the toilet 4 times during our visit we asked for the toilet to be fixed but never was attempted to be fixed. Ran out of toilet paper and was never replaced the 3 days we were there. We eventually asked for a plunger and would unstop the toilet every time we needed to use it however the chain on the back to flush had to be opened on the back and readjusted to flush it. When turning the shower on the whole entire faucet and shower head came out of the wall see video attached. We would like for this stay to be refunded as it was unsatisfactory in multiple way even after contacting the front desk a manager never stepped into help and we never saw one.Business response
03/18/2024
As the guest checked out they stated spoke to front desk about the problems the guest had incurred. We asked the guest did they report the issue and the guest stated in fact they had not where we could have address the issues the guest states they had. Hotel was never allowed the option to make it right for the guest as the guest didn't say anything until the day of check out. The guest was offered points for the inconvenience and gladly accepted the point due to the issues they incurred. Guest was given points and left pleased. ***** also got points by calling IHG help line and they gave ****** points for the issues they had incurred as well as closed the case.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.