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Complaint Details
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Initial Complaint
06/21/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I fly all the way from ******** today I check in my room its suppose to have a balcony even on the website it says balcony exterior room I head to my room and notice I cant open the balcony door the lady tells me due to construction if that was really the case then nobody would have access to their balcony in their room as well I got an email stating what things the hotel accepts and doesnt but not one email said anything g about a balcony the customer service is horrible I paid for my room specially for a balcony and If that was the case I would of honestly booked somewhere else and never would of agreed to stay in the hotel Im sending a screenshot of the email I got also what hotels.com website says and then also she tells me holiday inn changed their website that says anything about a balcony upon logging on the website that took a screenshot as well the customer service I have received is a disaster I flew all the way from ******** but I see now its a mistake Im here until Sunday but I dont like being lied to especially when I spent my money like everyone else to stay here I provided 4 screenshots that says a balcony even from their website from their specific hotel I spoke to a lady didnt get her name but she seemed like she didnt care and Im very annoyedCustomer response
06/22/2023
From: *************************** <************************>
Date: Wed, Jun 21, 2023 at 3:06 PM
Subject: Re: Thank you. We've received your complaint.
To: <******************************************>
You can cancel my complaintInitial Complaint
08/09/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Upon arriving to the hotel they told me that they could not charge my chime card for the deposit of $60 so are used my friends card and she got charged $76 in the middle of the night in addition to the $60 charge upon check-in and the management said it was to check the balance on the account which was odd then we checked out on the 25th and was charged on the 29th for the room again on the chime card the original rate was $136.85 so I was charged twice my friends card was charged twice. I have no idea if my friend was refunded but it is now the 9th of August and i still have not been refunded. I have stayed in many hotels and never had anything like this ever happen. I have contacted the hotel several times and have emailed the manger several times and it seemed to always be an excuse why I havent been paid back. I dont think these people should be allowed around peoples credit cards.
Business response
08/09/2022
Guest was charged twice by mistake. When someone attempted to assist **************** on 7/27, an incorrect credit card was refunded and then processed a charge again on ******************** card. A proper refund has now been issued to ******************** card.Initial Complaint
07/06/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On Thursday 6/30-Tuesday 7/5/2022 I stayed at this hotel in rooms ****, ****, and ****. I paid for the 3 rooms for 5 nights. On the 1st night roaches crawled on my daughter in one room and the 2nd night I saw a ***** in the 2nd room while using the bathroom and on the day I checked out my cousin saw roaches in the 3rd room in the microwave area. I spoke with the hotel manager ****** ******* and he comped my two rooms **** and *********************************** **** didnt see roaches in the third room before we started to check out. As they were getting all their stuff together in **** they saw roaches and immediately told me and I told the hotel manager. He said because I told him earlier I didnt see any roaches that he wasnt going to comp the third room. I originally asked him to comp all three rooms because I never stayed at a hotel with roaches. My **** total was *******. I would like to get the last day of my stay comped also for the other things that happened at this hotel along with the ***** infestation. Not only did it have x6 roaches the elevators didnt work, the parking garage pass they gave me didnt work, and the manager there was rude and even stated you act like you never seen roaches before. I was so uncomfortable staying here that I didnt even eat in my room because I didnt want to have food in there for roaches to come out. It was during Essence Festival so I couldnt go to any other hotel after this incident. I hope that I can be comped for my lady room because no one should have to pay this amount at a hotel to sleep with roaches and not get your room cleaned or any towels daily.Business response
07/08/2022
Guest will not be compensated anymore. Guest did not complain about bugs in the third room until after receiving compensation for the initial 2 rooms that had issues in them.
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Get a QuoteCustomer Complaints Summary
5 total complaints in the last 3 years.
2 complaints closed in the last 12 months.