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Business Profile

Hotels

Holiday Inn Express

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotels.

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 2 complaints 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:06/27/2025

    Type:Service or Repair 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.
    Im filing a complaint out against the holiday inn express for the south carolina one the company stole money from me I never stayed st the hotel and the company just decided to take 150 dollars out of checking out I called the company and asked if they could give me money back they said no they didnt have my card on file you stole my money give it back

    Business Response

    Date: 06/27/2025

    Upon further investigation, this guest did not stay at the Holiday Inn Express ******************************. The guest states in their complaint they are filing the complaint against the Holiday Inn Express in **************. Could you please review this and send to the appropriate party. 

  • Initial Complaint

    Date:07/25/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 stayed one night at the Holiday Inn Express **********. We were coming in town for a wedding, and needed a place to stay for the night. After staying the night, both my husband and I woke up itching all over. I thought nothing of it, maybe it was just a reaction to something we ate. However, once we got home and took a picture, it was clear to see it was beg bugs. I called the property and they said that my concern was handled and the room was inspected and there was no bed bugs. This was confusing because I had not complained about this as I was not aware till I took the picture. The hotel let me know this is a known complaint and that someone else in the same room had made a complain and that is when there was an inspection! Clearly this place had bed bugs if the same room had 2 separate instances/people calling. Other issues I experienced was stains in the carpet in the room, red stain in corners of tub and the second floor smelled like puke. I reached out several times to the general manager and a resolution has still not been provided.

    Business Response

    Date: 08/27/2024

    After further review, this complaint has been sent to the wrong property. The guest stated they stayed at the Holiday Inn Express Glouster, we are actually the Holiday Inn Express ******************************. If you would be so kind in getting this over to the correct person it would be greatly appreciated. 

    Customer Answer

    Date: 08/27/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

    Sincerely,

    ***************************
    *****************************
    *********, NC 28461

  • Initial Complaint

    Date:06/23/2024

    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.
    Booked a room as a Diamond Elite member and was given a room with no air conditioning and the hotel cannot seem to fix it or get us a working room and I want a full refund

    Business Response

    Date: 07/09/2024

    After further review, we do not show a record of a guest by the name of ********************* staying at our property. We performed a search back to January 2024 and do not show any records of the guest staying at our property. I know in the past we have received complaints from the BBB and they were for the wrong property. I am going to assume maybe this is for the wrong property as well. 

  • Initial Complaint

    Date:04/19/2024

    Type:Product 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.
    Got email to register for bonus points when staying 2 nights in a row. Once registered, got confirmation email saying I was registered and gave me the option to book nights. Stayed 2 nights and never got the bonus points. Called and spoke with rep and was not any help. Refused to let me speak to supervisor.

  • Initial Complaint

    Date:12/16/2023

    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.
    I am confined to a wheelchair and put on the second floor and have to use the public restroom on the first floor while a couple we know are in a handicap room and neither requested or require a handicap room.

  • Initial Complaint

    Date:09/12/2022

    Type:Billing 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.
    September 10th my husband and I stayed 1 night at this location for a local event. The amount of the room online was $367 which was reserved with a credit card. When we got to the hotel to check in the front desk rep ran my card for booking, parking and an incidental fee that totaled $444. My husband paid the amount with his card. The front desk person charged my card also. So, we were charged over $700 in error. I have been calling since Sunday because this was my birthday weekend and I have an incorrect double charge on my credit card that no one seems to know how to fix. My account is now overdrawn so Holiday Inn needs to refund ALL charges back to my account immediately. It did not take 48 hours to deduct the funds and it should not take over 48 hours to refund the charges.

    Business Response

    Date: 10/31/2022

    I have called and left a message for the point of contact at the bottom of the official mailed letter. Upon researching our database, I do not see a guest with the name provided ; that stayed during this year. During my voice message i asked could the reservation been under a different name besides the name provided?

    Customer Answer

    Date: 11/02/2022

     
    Complaint: 18017406

    I am rejecting this response because: I have not received any calls recently from Holiday Inn. I spoke with a Manager 2 months ago and this issue was resolved at that time back in September.  No one has attempted to contact me within the past 30 days from Holiday Inn and my number nor voice mail has changed. Thank you

    Sincerely,

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

Holiday Inn Express is NOT a BBB Accredited Business.

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