Excel Telecommunications, Inc.

Hello: Just want to respond to the complaint from the Holiday about the mattress and box springTheir response is one big lie and I will never go back to the holiday Inn ever againI told the front desk people about the broken mattress or box spring and they apologized and told me they would look into it and thanked me for telling them about the issueIf they said nothing is wrong with the bed they are a bunch of liars plain and simple and will be making it known though friends, workers and the internet on their deceitful practices*** *

The Holiday Inn Niagara Falls is willing to reimburse the guest for one nights stay. The guest booked through a 3rd party and that third party will be refunded for night and will be asked to refund the guest in turn. We can not directly refund the guest as it was booked through a 3rd party. The guest informed us of the issue upon checkout not giving us the ability to come up with a solution to his problemWe still stand by our previous statement. The guest notified us upon checkout of the issue and he was apologized to and asked if we could do anything further, he again I stress said no and just would like us to check the bed for our future guests. The room was checked and no issue was found. We are very sorry that the guest feels he started receiving back pain at our property. We are willing to compensate night for the guests troubles. Thank You, Matthew ***

To whom it may concern: The guest checked out at the front desk and he did state that there was an issue with his bed.  The front desk agent and Manager present both addressed the guests concerns, they were both very empathetic with the guest.  The guest was very vague about what the...

issues were, he just claimed that he had difficulty sleeping.  The Manager asked if there was anything that we could do for him and the guest replied that he did not want anything, he just wanted us to look at the room so another guest would not have the same difficulty.  The guest was then thanked and our maintenance staff was sent to look at the bed in question.  The maintenance staff examined the bed and so nothing wrong with the bed, box spring or frame.   In this case the guest was addressed professionally and with true care and concern by the staff and a Manager.  The guest was asked what could we do for him and he clearly stated nothing and that he just wanted us to know of the issue.  A few weeks late the guest called into our IHG customer service line, the story was completely different than what he stated to the front desk agent and Manager at checkout.  The story is consistent with the story he report to the Revdex.com.  If the guest had the reaction that he reported to IHG Customer Service and to the Revdex.com at the time of checkout he would have been compensated.  The guest was in fact asked at time of checkout is there anything we can do for you and he said no at that point, from a customer service standpoint we tried and we asked questions and were both empathetic and sympathetic to the guest.  The guests version changed at a later date. Thank You,  Matthew [redacted]