Thank You for the opportunity to address the issue with our guest Mr [redacted] Mr [redacted] checked into our property to attend a sporting event in which his children participated He was checked into a room that had a full length mirror as the door of the closetUpon check out, our staff found that the mirror was brokenMr [redacted] signed an agreement that he would be financially responsible for any damage tothe room in an amount up to $3,500.00We charged Mr [redacted] $dollars for the broken mirror at check out The actual mirrror cost a little more but we did not pursue the additional cost As Mr [redacted] agreed in writing to be responsible for any damages to the room, there will be no refundsIf you have any questions, please call meSincerely, George R [redacted] Director of Sales Holiday Inn Express
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Allow me to set the record straight with the facts because most of the response we received is untrue.They DID/DO have bed bugs because we found themWe also took one to the front desk to prove to themThere have also been multiple reports on Trip Advisor of other guests having found bed bugsThis appears to be an issue in multiple rooms and not just the one we stayed inIf you look here at reviews in Sept2014, Oct2014, and even Nov2014, you will see multiple reports of bed bugs.http://www.tripadvisor.com/Hotel_ [redacted] We did NOT travel across the US and did NOT stay in other hotels before staying thereWe came straight from a relative's house in Illinois to the Holiday Inn Express only hrs away and did not stop at any other hotelsThe bed bugs definitely did NOT come from the house in Illinois because our relatives are VERY clean and have NEVER had bed bugs.This statement is untrue, "Threatening to plaster the internet with bad reviews unless we provide a full refund is the approach used by the guest." The truth is we spoke to the manager and said we were waiting to hear back on the refund before writing any reviewsWe never stated whether they would be positive or negative reviewsWhen we were only offered a 20% percent refund on the contingency that we were not allowed to write any reviews, we declined the offer as we feel we should receive a 100% refund.We do not want to write bad reviews but feel we have been forced to because of this horrible experience and because the manager of the hotel has dealt with it so poorlyWe only want our refund so this issue can finally come to a resolutionThen we can all stop wasting time with something that should have been resolved weeks ago if they had just provided better customer service to begin with.The few hours we stayed there has put me, my family, and my house at risk of being infesting with bed bugsAdditionally, we checked in at 10:PM and left around 12:AMWe were not even there 3hrs.So, 1-we should be refunded because of the health risk 2- because we didn't even stay in the room that long- We paid for a service that was not received (the service being an overnight stay in a hotel room NOT infested with bed bugs)Another fact is, when we went to the front desk with the bed bug in a cup we and asked for a refundThe person at the desk said he could not give us a refund because we booked so far in advanceSo if we had booked that night the person at the desk said he could have given us a refund.Regards, [redacted]
Thank you for allowing me the opportunity to address the issues with our guest Mr. [redacted] . Mr. [redacted] initiated contact with our hotel by accessing our website. On our website we offer the prospective guest several options to book room at our hotel. One of the options offered is an ADVANCE... PURCHASE OPTION.Mr. [redacted] selected the advance purchase option. In exchange for a lower rate, Mr. [redacted] checked a box that stated that he understood that his reservation may be canceled but that if he does cancel he will not receive a refund of his deposit which is required at the time of booking. Mr. [redacted] also checked a box that he was over the age of 18. Therefore, Mr. [redacted] was required to think about the terms and conditions of his selection and therefore his reservation was not made in error. The Holiday Inn Express is following the terms and conditions stated and agreed to by Mr. [redacted] . We have spoken to Mr. [redacted] so many times it is ridiculous. His statements that we have not is a lie. Mr. [redacted] has spoken to our Guest Relations Department many, many times. They have supported the hotel in full. Mr. [redacted] has spoken with his bank and has filed for refunds on three occasions. The banks have supported the hotel each time. Mr. [redacted] has contacted the Attorney General of the State of Indiana and they have supported the hotel. We have spoken to Mr. [redacted] many times, we are happy to speak with him again but it would only be to reinforce our position that we have honored the terms and conditions of the reservation and that we ask that he do the same. Please call on me if you have any questions. Sincerely, George R [redacted] Director of Sales Holiday Inn Express Indianapolis Southeast
Our guest purchased her room through a third party and as such she had an advance purchase prepaid room. The $amount that is referred to is simply an authorization on a card that allows us to activate the phone and to support any
requests from the guest such as dry cleaning or other needs. This is an authorization only and is released back to the guest upon check out. Should a guest use their debit card it can take 3-business days or more which is determined solely by their bank. Our guest had no incidental charges
While we understand the statement “I found a bug”, we have to follow corporate procedures. We placed the room out of order and had our pest control company inspect the room. Their inspection did not reveal the presence of bugs.
Our guest’s story is evolving. She has submitted a claim with our guest relations department and they have supported the hotel. They generally do not support the hotel as this is a profit center for the corporation
We have spent the money to have the room inspected. The results of the inspection were negative, therefore there will be no refunds to the guest. I might also add that we are prohibited by contract from disclosing the amount of money paid for the room since it is resold by the third party. Any refunds must come from the third party and not the hotel. The guest did not pay the hotel
If I may assist in any way, please call on me
Sincerely,
George ***
Director of Sales
Holiday Inn Express
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The $that was charged to my card what not a pending authorization, it was an actual charge deducted from my account The $is the rate I was charged by Expedia because they paid the remaining hotel balance The Holiday Inn does not have to disclose the actual room rate because that information was provided to me by Expedia In George *** response he made the statement "I found a bug" which is not accurate As I stated in my initial complaint there were multiple bugs in each bed It is further proven that there were bugs in the "bed" not just in the room because your hotel receptionist was a witness Your entire hotel needs to be inspected not just one room I will contact the Holiday Inn corporate guest relations department again regarding this case. I want this complaint to remain on file permanently with the Revdex.com
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear belowThe response from the local hotel contains several inaccuracies. The local hotel never made an attempt to contact me and I never spoke with MrR*** or anyone else from the local hotel after I filed my complaint. This is an indication that they know that this policy is predatory and they have no basis for enforcing it.Regards,
*** ***
Thank you for allowing me the opportunity to address the concerns of our guest *** ***. The guest brought the issue to our attention. We followed corporate procedures and placed the room out of order. We contacted and had the room inspected
by our pest control agency
We have lost revenue from having the room out of order. We have lost revenue from paying the company to come inspect the room. They make their money by finding things and charging us to treat it. They did not find anything. We have been billed by our corporate for having to handle the multiple communications with our guest. We are currently following their advice regarding this guest. They have advised us not to issue any refund to this guest
Threatening to plaster the internet with bad reviews unless we provide a full refund is the approach used by the guest. This guest was traveling across the US and has stayed in several hotels along the way. Issues of this nature are always brought into the hotel and it is up to us to find it, treat it and make it safe for our guests. Our pest control agency did not report the presence of the guest complaint in their room and we surmise that we were not the source
Please call on me if you have any questions
Sincerely,
Holiday Inn Express
My experience with Quad Marketing over the past 3 years has succeeded my expectations that I had when I first used the service they provided. We decided we needed to try something different with our adwords campaign at at the time we had been contacted by Quad Marketing. While we were nervous at the start about how it would turn out, looking back we had nothing to worry about. The communication I have had with Quad Marketing and my allocated account manager has been exceptional. They have assisted me with my request and answered any questions I have had regarding our adword campaign.
Below is my Trip Advisor response to this guest who is libeling us across the internet. I would invite you to contact the Marion County Board of Health. Their report should be a public document. This was their very first visit to our property since we...
opened. We have not treated this room. Our first inspection cleared it to be placed back into service and the room was also inspected by the Marion County Health Department thanks to a call from Mr. [redacted]. We have lowered our weekend rates recently by about $20.00 in order to maintain the substantial growth we have experience this year. This attracts a different demographic of guest than we are accustomed. Primarily we are a weekday business traveler hotel. This guest’s complaint came after they enjoyed a night in a clean and comfortable room and consumed breakfast the next morning.
This is our response:
Dear [redacted]
Thank you for your multiple reviews. We can see, as you wrote , that everything was great with your stay until just prior to check-out. We do regret that your stay was not perfect. In situations like this we follow corporate policy and guidelines. The room is placed out of order and is inspected by our pest control service. Additionally, we received a surprise visit from the Marion County Health Department who also inspected your room. After the inspection the inspector apologized for wasting our time but they do follow up on every complaint. We have two inspections that state that we are not the source of your issue. I hope you can understand that we feel we are the victim as this type of pest is always brought into the property from the outside. Consequently we will not be issuing a refund. Most review sites do not allow complaints from guests who threaten to post bad reviews unless money is extracted from the business. While we understand you are not happy, we hope you will allow us to earn your business in the future.
Sincerely,
George
Your customer has spoken with five different members of our management team including our General Manager. We absolutely will not offer any compensation to this customer in any way.
If you have any questions, please call on me.
Thank you for allowing me the opportunity to address the issues with our guest Mr. [redacted]. Mr. [redacted] initiated contact with our hotel by accessing our website. On our website we offer the prospective guest several options to book room at our hotel. One of the options offered is an ADVANCE...
PURCHASE OPTION.Mr. [redacted] selected the advance purchase option. In exchange for a lower rate, Mr. [redacted] checked a box that stated that he understood that his reservation may be canceled but that if he does cancel he will not receive a refund of his deposit which is required at the time of booking. Mr. [redacted] also checked a box that he was over the age of 18.
Therefore, Mr. [redacted] was required to think about the terms and conditions of his selection and therefore his reservation was not made in error.
The Holiday Inn Express is following the terms and conditions stated and agreed to by Mr. [redacted]. We have spoken to Mr. [redacted] so many times it is ridiculous. His statements that we have not is a lie.
Mr. [redacted] has spoken to our Guest Relations Department many, many times. They have supported the hotel in full. Mr. [redacted] has spoken with his bank and has filed for refunds on three occasions. The banks have supported the hotel each time. Mr. [redacted] has contacted the Attorney General of the State of Indiana and they have supported the hotel.
We have spoken to Mr. [redacted] many times, we are happy to speak with him again but it would only be to reinforce our position that we have honored the terms and conditions of the reservation and that we ask that he do the same.
Please call on me if you have any questions.
Sincerely,
George R[redacted]
Director of Sales
Holiday Inn Express
Indianapolis Southeast
Thank You for the opportunity to address the issue with our guest Mr. [redacted]. Mr. [redacted] checked into our property to attend a sporting event in which his children participated. He was checked into a room that had a full length mirror as the door of the closet.
Upon check...
out, our staff found that the mirror was broken. Mr. [redacted] signed an agreement that he would be financially responsible for any damage tothe room in an amount up to $3,500.00We charged Mr. [redacted] $350.00 dollars for the broken mirror at check out. The actual mirrror cost a little more but we did not pursue the additional cost. As Mr. [redacted] agreed in writing to be responsible for any damages to the room, there will be no refunds.
If you have any questions, please call me.
Sincerely,
George R[redacted]
Director of Sales
Holiday Inn Express
they did not address the safe not working or the room being dirty
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
BED BUGS Holiday Inn Express Indianapolis-Southeast
I had reservations for the Holiday Inn Express Indianapolis-Southeast on Sat, May 16th 2015. We arrived in the late afternoon, checked in, and went for a swim. We had a busy day planned for the next morning so my husband and children went to bed. I am a night owl, so I stayed awake. When I went to bed (around 2 am), I pulled back the covers and found bed bugs. There were bugs crawling on our pillows and my family. These bugs ranged in size from about the head of a pin to the size of a grain of rice. I was hysterical. I cried. I screamed. I shook uncontrollably. I immediately took the pillows to the front desk and gave them to the night manager. He informed me that there were no other available rooms, so I would have to stay in the bug infested room. Even his young daughter, who had come there to play, saw the insects.
That Monday the customer service representative called me to talk to me about what had happened. At first, he was kind. He apologized a hundred times. They told me that the room had been closed and sanitized. I even wrote “bugs’ in giant letters at the bottom of my check out form so they couldn’t deny that there were bed bugs. I went through Expedia and got a refund for the night’s stay. That’s how the nightmare began.
My husband had bites all over his body so severe that he had to get a steroid shot as well as antibiotics to fight them. I also had bites on my feet and ankles. I called the hotel to request reimbursement for the medical bills. They ignored my calls. They ignored my emails.
I lived in a state of perpetual terror, afraid that we might bring the bed bugs into our home. I threw out our luggage from that night, clothing items, even souvenirs from our trip in an attempt to keep my home from becoming invested. When I contacted the hotel about covering some of the costs, I was ignored.
The unthinkable happened. We brought the bed bugs from the hotel into our home as a direct result of their failure to maintain basic standards of habitability. In the weeks that followed, I slept one or two hours a night if I could. The constant stress of knowing they were there drove me insane. I found myself checking, double check, triple checking on my children all night. I couldn’t leave the house for fear of taking the bedbugs with me, but I hated being in that space with the crawling vermin. It drove me to the point I considered suicide to make that crawling feeling on my skin go away. I sought professional help for my anxiety.
More weeks passed. All of my calls and emails were ignored. I tried to appeal to the corporate level. They told me that because Holiday Inn is a franchise, that they had no power to help me. They would not force the owner to talk to me. They would not investigate. I had an exterminator out to my home. The company heat treated everything, yet still I didn’t feel safe. I was a prisoner of my own fear. Still, the company completely shut me out. They hoped that if they made the jump through enough hoops, and waste enough time, that I would break and fade away.
I tried going through the insurance company. Liberty Mutual drug their feet. I went above their head to get them to finally admit that my claim had been denied. The reason? They didn’t close the room. They now claimed there were no bed bugs. They claimed they didn’t see anything despite the witnesses. They rented that same bug invested room the very next night and every night after. Even though they had seen the bugs with their own eyes, they still knowingly endangered other people and other families just so they wouldn’t have a record of a professional extermination.
That’s called negligence. If you or someone you know stayed at the Holiday Inn Express Indianapolis-Southeast in the month of May, I urge you to reach out to me. Maybe my testimonial can help you in your legal proceedings. If nothing else, PLEASE, protect your family. NEVER stay at Holiday Inn Express Indianapolis-Southeast. Don’t stay at ANY Holiday Inn. They are committed to their own bottom line, and they will endanger your loved ones by ignoring blatant health problems.
I have to come to terms with the fact that they will probably get away with this because they are a large company, and I am just one traumatized woman. All I ask is that you share this message, and help me save other people from cruelty and torment that was inflicted upon me. And again, please, for the love of God, don’t stay at a Holiday Inn.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Allow me to set the record straight with the facts because most of the response we received is untrue.They DID/DO have bed bugs because we found them. We also took one to the front desk to prove to them. There have also been multiple reports on Trip Advisor of other guests having found bed bugs. This appears to be an issue in multiple rooms and not just the one we stayed in. If you look here at reviews in Sept. 2014, Oct. 2014, and even Nov. 2014, you will see multiple reports of bed bugs.http://www.tripadvisor.com/Hotel_[redacted]We did NOT travel across the US and did NOT stay in other hotels before staying there. We came straight from a relative's house in Illinois to the Holiday Inn Express only 4 hrs away and did not stop at any other hotels. The bed bugs definitely did NOT come from the house in Illinois because our relatives are VERY clean and have NEVER had bed bugs.This statement is untrue, "Threatening to plaster the internet with bad reviews unless we provide a full refund is the approach used by the guest." The truth is we spoke to the manager and said we were waiting to hear back on the refund before writing any reviews. We never stated whether they would be positive or negative reviews. When we were only offered a 20% percent refund on the contingency that we were not allowed to write any reviews, we declined the offer as we feel we should receive a 100% refund.We do not want to write bad reviews but feel we have been forced to because of this horrible experience and because the manager of the hotel has dealt with it so poorly. We only want our refund so this issue can finally come to a resolution. Then we can all stop wasting time with something that should have been resolved weeks ago if they had just provided better customer service to begin with.The few hours we stayed there has put me, my family, and my house at risk of being infesting with bed bugs. Additionally, we checked in at 10:00 PM and left around 12:45 AM. We were not even there 3hrs.So, 1-we should be refunded because of the health risk 2- because we didn't even stay in the room that long. 3 - We paid for a service that was not received (the service being an overnight stay in a hotel room NOT infested with bed bugs)Another fact is, when we went to the front desk with the bed bug in a cup we and asked for a refund. The person at the desk said he could not give us a refund because we booked so far in advance. So if we had booked that night the person at the desk said he could have given us a refund.Regards,[redacted]
Thank You for the opportunity to address the issue with our guest Mr [redacted] Mr [redacted] checked into our property to attend a sporting event in which his children participated He was checked into a room that had a full length mirror as the door of the closetUpon check out, our staff found that the mirror was brokenMr [redacted] signed an agreement that he would be financially responsible for any damage tothe room in an amount up to $3,500.00We charged Mr [redacted] $dollars for the broken mirror at check out The actual mirrror cost a little more but we did not pursue the additional cost As Mr [redacted] agreed in writing to be responsible for any damages to the room, there will be no refundsIf you have any questions, please call meSincerely, George R [redacted] Director of Sales Holiday Inn Express
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Allow me to set the record straight with the facts because most of the response we received is untrue.They DID/DO have bed bugs because we found themWe also took one to the front desk to prove to themThere have also been multiple reports on Trip Advisor of other guests having found bed bugsThis appears to be an issue in multiple rooms and not just the one we stayed inIf you look here at reviews in Sept2014, Oct2014, and even Nov2014, you will see multiple reports of bed bugs.http://www.tripadvisor.com/Hotel_ [redacted] We did NOT travel across the US and did NOT stay in other hotels before staying thereWe came straight from a relative's house in Illinois to the Holiday Inn Express only hrs away and did not stop at any other hotelsThe bed bugs definitely did NOT come from the house in Illinois because our relatives are VERY clean and have NEVER had bed bugs.This statement is untrue, "Threatening to plaster the internet with bad reviews unless we provide a full refund is the approach used by the guest." The truth is we spoke to the manager and said we were waiting to hear back on the refund before writing any reviewsWe never stated whether they would be positive or negative reviewsWhen we were only offered a 20% percent refund on the contingency that we were not allowed to write any reviews, we declined the offer as we feel we should receive a 100% refund.We do not want to write bad reviews but feel we have been forced to because of this horrible experience and because the manager of the hotel has dealt with it so poorlyWe only want our refund so this issue can finally come to a resolutionThen we can all stop wasting time with something that should have been resolved weeks ago if they had just provided better customer service to begin with.The few hours we stayed there has put me, my family, and my house at risk of being infesting with bed bugsAdditionally, we checked in at 10:PM and left around 12:AMWe were not even there 3hrs.So, 1-we should be refunded because of the health risk 2- because we didn't even stay in the room that long- We paid for a service that was not received (the service being an overnight stay in a hotel room NOT infested with bed bugs)Another fact is, when we went to the front desk with the bed bug in a cup we and asked for a refundThe person at the desk said he could not give us a refund because we booked so far in advanceSo if we had booked that night the person at the desk said he could have given us a refund.Regards, [redacted]
Thank you for allowing me the opportunity to address the issues with our guest Mr. [redacted] . Mr. [redacted] initiated contact with our hotel by accessing our website. On our website we offer the prospective guest several options to book room at our hotel. One of the options offered is an ADVANCE... PURCHASE OPTION.Mr. [redacted] selected the advance purchase option. In exchange for a lower rate, Mr. [redacted] checked a box that stated that he understood that his reservation may be canceled but that if he does cancel he will not receive a refund of his deposit which is required at the time of booking. Mr. [redacted] also checked a box that he was over the age of 18. Therefore, Mr. [redacted] was required to think about the terms and conditions of his selection and therefore his reservation was not made in error. The Holiday Inn Express is following the terms and conditions stated and agreed to by Mr. [redacted] . We have spoken to Mr. [redacted] so many times it is ridiculous. His statements that we have not is a lie. Mr. [redacted] has spoken to our Guest Relations Department many, many times. They have supported the hotel in full. Mr. [redacted] has spoken with his bank and has filed for refunds on three occasions. The banks have supported the hotel each time. Mr. [redacted] has contacted the Attorney General of the State of Indiana and they have supported the hotel. We have spoken to Mr. [redacted] many times, we are happy to speak with him again but it would only be to reinforce our position that we have honored the terms and conditions of the reservation and that we ask that he do the same. Please call on me if you have any questions. Sincerely, George R [redacted] Director of Sales Holiday Inn Express Indianapolis Southeast
Our guest purchased her room through a third party and as such she had an advance purchase prepaid room. The $amount that is referred to is simply an authorization on a card that allows us to activate the phone and to support any
requests from the guest such as dry cleaning or other needs. This is an authorization only and is released back to the guest upon check out. Should a guest use their debit card it can take 3-business days or more which is determined solely by their bank. Our guest had no incidental charges
While we understand the statement “I found a bug”, we have to follow corporate procedures. We placed the room out of order and had our pest control company inspect the room. Their inspection did not reveal the presence of bugs.
Our guest’s story is evolving. She has submitted a claim with our guest relations department and they have supported the hotel. They generally do not support the hotel as this is a profit center for the corporation
We have spent the money to have the room inspected. The results of the inspection were negative, therefore there will be no refunds to the guest. I might also add that we are prohibited by contract from disclosing the amount of money paid for the room since it is resold by the third party. Any refunds must come from the third party and not the hotel. The guest did not pay the hotel
If I may assist in any way, please call on me
Sincerely,
George ***
Director of Sales
Holiday Inn Express
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The $that was charged to my card what not a pending authorization, it was an actual charge deducted from my account The $is the rate I was charged by Expedia because they paid the remaining hotel balance The Holiday Inn does not have to disclose the actual room rate because that information was provided to me by Expedia In George *** response he made the statement "I found a bug" which is not accurate As I stated in my initial complaint there were multiple bugs in each bed It is further proven that there were bugs in the "bed" not just in the room because your hotel receptionist was a witness Your entire hotel needs to be inspected not just one room I will contact the Holiday Inn corporate guest relations department again regarding this case. I want this complaint to remain on file permanently with the Revdex.com
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear belowThe response from the local hotel contains several inaccuracies. The local hotel never made an attempt to contact me and I never spoke with MrR*** or anyone else from the local hotel after I filed my complaint. This is an indication that they know that this policy is predatory and they have no basis for enforcing it.Regards,
*** ***
Thank you for allowing me the opportunity to address the concerns of our guest *** ***. The guest brought the issue to our attention. We followed corporate procedures and placed the room out of order. We contacted and had the room inspected
by our pest control agency
We have lost revenue from having the room out of order. We have lost revenue from paying the company to come inspect the room. They make their money by finding things and charging us to treat it. They did not find anything. We have been billed by our corporate for having to handle the multiple communications with our guest. We are currently following their advice regarding this guest. They have advised us not to issue any refund to this guest
Threatening to plaster the internet with bad reviews unless we provide a full refund is the approach used by the guest. This guest was traveling across the US and has stayed in several hotels along the way. Issues of this nature are always brought into the hotel and it is up to us to find it, treat it and make it safe for our guests. Our pest control agency did not report the presence of the guest complaint in their room and we surmise that we were not the source
Please call on me if you have any questions
Sincerely,
Holiday Inn Express
My experience with Quad Marketing over the past 3 years has succeeded my expectations that I had when I first used the service they provided. We decided we needed to try something different with our adwords campaign at at the time we had been contacted by Quad Marketing. While we were nervous at the start about how it would turn out, looking back we had nothing to worry about. The communication I have had with Quad Marketing and my allocated account manager has been exceptional. They have assisted me with my request and answered any questions I have had regarding our adword campaign.
Below is my Trip Advisor response to this guest who is libeling us across the internet. I would invite you to contact the Marion County Board of Health. Their report should be a public document. This was their very first visit to our property since we...
opened. We have not treated this room. Our first inspection cleared it to be placed back into service and the room was also inspected by the Marion County Health Department thanks to a call from Mr. [redacted]. We have lowered our weekend rates recently by about $20.00 in order to maintain the substantial growth we have experience this year. This attracts a different demographic of guest than we are accustomed. Primarily we are a weekday business traveler hotel. This guest’s complaint came after they enjoyed a night in a clean and comfortable room and consumed breakfast the next morning.
This is our response:
Dear [redacted]
Thank you for your multiple reviews. We can see, as you wrote , that everything was great with your stay until just prior to check-out. We do regret that your stay was not perfect. In situations like this we follow corporate policy and guidelines. The room is placed out of order and is inspected by our pest control service. Additionally, we received a surprise visit from the Marion County Health Department who also inspected your room. After the inspection the inspector apologized for wasting our time but they do follow up on every complaint. We have two inspections that state that we are not the source of your issue. I hope you can understand that we feel we are the victim as this type of pest is always brought into the property from the outside. Consequently we will not be issuing a refund. Most review sites do not allow complaints from guests who threaten to post bad reviews unless money is extracted from the business. While we understand you are not happy, we hope you will allow us to earn your business in the future.
Sincerely,
George
Your customer has spoken with five different members of our management team including our General Manager. We absolutely will not offer any compensation to this customer in any way.
If you have any questions, please call on me.
Sincerely,
George
Thank you for allowing me the opportunity to address the issues with our guest Mr. [redacted]. Mr. [redacted] initiated contact with our hotel by accessing our website. On our website we offer the prospective guest several options to book room at our hotel. One of the options offered is an ADVANCE...
PURCHASE OPTION.Mr. [redacted] selected the advance purchase option. In exchange for a lower rate, Mr. [redacted] checked a box that stated that he understood that his reservation may be canceled but that if he does cancel he will not receive a refund of his deposit which is required at the time of booking. Mr. [redacted] also checked a box that he was over the age of 18.
Therefore, Mr. [redacted] was required to think about the terms and conditions of his selection and therefore his reservation was not made in error.
The Holiday Inn Express is following the terms and conditions stated and agreed to by Mr. [redacted]. We have spoken to Mr. [redacted] so many times it is ridiculous. His statements that we have not is a lie.
Mr. [redacted] has spoken to our Guest Relations Department many, many times. They have supported the hotel in full. Mr. [redacted] has spoken with his bank and has filed for refunds on three occasions. The banks have supported the hotel each time. Mr. [redacted] has contacted the Attorney General of the State of Indiana and they have supported the hotel.
We have spoken to Mr. [redacted] many times, we are happy to speak with him again but it would only be to reinforce our position that we have honored the terms and conditions of the reservation and that we ask that he do the same.
Please call on me if you have any questions.
Sincerely,
George R[redacted]
Director of Sales
Holiday Inn Express
Indianapolis Southeast
Thank You for the opportunity to address the issue with our guest Mr. [redacted]. Mr. [redacted] checked into our property to attend a sporting event in which his children participated. He was checked into a room that had a full length mirror as the door of the closet.
Upon check...
out, our staff found that the mirror was broken. Mr. [redacted] signed an agreement that he would be financially responsible for any damage tothe room in an amount up to $3,500.00We charged Mr. [redacted] $350.00 dollars for the broken mirror at check out. The actual mirrror cost a little more but we did not pursue the additional cost. As Mr. [redacted] agreed in writing to be responsible for any damages to the room, there will be no refunds.
If you have any questions, please call me.
Sincerely,
George R[redacted]
Director of Sales
Holiday Inn Express
they did not address the safe not working or the room being dirty
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
Thank you for allowing me to address the issues with our guest Mr. [redacted]...
[redacted]. The following is the email that was sent to him regarding his authorization for incidentals.
Subject: Follow up on recent visit
From: "George [redacted] e•g[redacted]@htexpressincllanapolisse.com>
Date: Wed, January 29, 2014 6:17 pm
To: [redacted]©aolcorn
Priority: Normal
Options: I I I lI
[redacted],
Thank you for your recent visit to the Holiday Inn Express Indianapolis Southeast We received notice from our guest relations department regarding a charge of $25.00 on your account. The Holiday Inn authorizes $25.00 per night for incidentals. This is an authorization only and is not a charge. I have reviewed your folio and see that there were no phone calls or Incidentals of any type. As a result, at check out we released the hold on $25.00 from your account. Depending on what type of account It is it can take from 1-7 days for you bank to release the funds. If you wcuid like, we can contact your bank to facilitate a quicker release of this authorization. We would need the fax number and any information that your bank requires to allow us to submit a release of an authorization.
Please call on me if you would like us to assist in any way_ Sincerely,
George R[redacted], Director of Sales
Holiday Inn Express Indianapolis Southeast 6302 Victory Drive, Indianapolis, IN 46203
PH:(317)791-9100,ext 503; FAX:(317)791-9200
"THE FIRST AND ONLY HOTEL IN THE WORLD FEATURING TWO KING SIZE BEDS AND 42" 1080P LCD TELEViSIONS IN EACH ROOM."
BED BUGS Holiday Inn Express Indianapolis-Southeast
I had reservations for the Holiday Inn Express Indianapolis-Southeast on Sat, May 16th 2015. We arrived in the late afternoon, checked in, and went for a swim. We had a busy day planned for the next morning so my husband and children went to bed. I am a night owl, so I stayed awake. When I went to bed (around 2 am), I pulled back the covers and found bed bugs. There were bugs crawling on our pillows and my family. These bugs ranged in size from about the head of a pin to the size of a grain of rice. I was hysterical. I cried. I screamed. I shook uncontrollably. I immediately took the pillows to the front desk and gave them to the night manager. He informed me that there were no other available rooms, so I would have to stay in the bug infested room. Even his young daughter, who had come there to play, saw the insects.
That Monday the customer service representative called me to talk to me about what had happened. At first, he was kind. He apologized a hundred times. They told me that the room had been closed and sanitized. I even wrote “bugs’ in giant letters at the bottom of my check out form so they couldn’t deny that there were bed bugs. I went through Expedia and got a refund for the night’s stay. That’s how the nightmare began.
My husband had bites all over his body so severe that he had to get a steroid shot as well as antibiotics to fight them. I also had bites on my feet and ankles. I called the hotel to request reimbursement for the medical bills. They ignored my calls. They ignored my emails.
I lived in a state of perpetual terror, afraid that we might bring the bed bugs into our home. I threw out our luggage from that night, clothing items, even souvenirs from our trip in an attempt to keep my home from becoming invested. When I contacted the hotel about covering some of the costs, I was ignored.
The unthinkable happened. We brought the bed bugs from the hotel into our home as a direct result of their failure to maintain basic standards of habitability. In the weeks that followed, I slept one or two hours a night if I could. The constant stress of knowing they were there drove me insane. I found myself checking, double check, triple checking on my children all night. I couldn’t leave the house for fear of taking the bedbugs with me, but I hated being in that space with the crawling vermin. It drove me to the point I considered suicide to make that crawling feeling on my skin go away. I sought professional help for my anxiety.
More weeks passed. All of my calls and emails were ignored. I tried to appeal to the corporate level. They told me that because Holiday Inn is a franchise, that they had no power to help me. They would not force the owner to talk to me. They would not investigate. I had an exterminator out to my home. The company heat treated everything, yet still I didn’t feel safe. I was a prisoner of my own fear. Still, the company completely shut me out. They hoped that if they made the jump through enough hoops, and waste enough time, that I would break and fade away.
I tried going through the insurance company. Liberty Mutual drug their feet. I went above their head to get them to finally admit that my claim had been denied. The reason? They didn’t close the room. They now claimed there were no bed bugs. They claimed they didn’t see anything despite the witnesses. They rented that same bug invested room the very next night and every night after. Even though they had seen the bugs with their own eyes, they still knowingly endangered other people and other families just so they wouldn’t have a record of a professional extermination.
That’s called negligence. If you or someone you know stayed at the Holiday Inn Express Indianapolis-Southeast in the month of May, I urge you to reach out to me. Maybe my testimonial can help you in your legal proceedings. If nothing else, PLEASE, protect your family. NEVER stay at Holiday Inn Express Indianapolis-Southeast. Don’t stay at ANY Holiday Inn. They are committed to their own bottom line, and they will endanger your loved ones by ignoring blatant health problems.
I have to come to terms with the fact that they will probably get away with this because they are a large company, and I am just one traumatized woman. All I ask is that you share this message, and help me save other people from cruelty and torment that was inflicted upon me. And again, please, for the love of God, don’t stay at a Holiday Inn.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Allow me to set the record straight with the facts because most of the response we received is untrue.They DID/DO have bed bugs because we found them. We also took one to the front desk to prove to them. There have also been multiple reports on Trip Advisor of other guests having found bed bugs. This appears to be an issue in multiple rooms and not just the one we stayed in. If you look here at reviews in Sept. 2014, Oct. 2014, and even Nov. 2014, you will see multiple reports of bed bugs.http://www.tripadvisor.com/Hotel_[redacted]We did NOT travel across the US and did NOT stay in other hotels before staying there. We came straight from a relative's house in Illinois to the Holiday Inn Express only 4 hrs away and did not stop at any other hotels. The bed bugs definitely did NOT come from the house in Illinois because our relatives are VERY clean and have NEVER had bed bugs.This statement is untrue, "Threatening to plaster the internet with bad reviews unless we provide a full refund is the approach used by the guest." The truth is we spoke to the manager and said we were waiting to hear back on the refund before writing any reviews. We never stated whether they would be positive or negative reviews. When we were only offered a 20% percent refund on the contingency that we were not allowed to write any reviews, we declined the offer as we feel we should receive a 100% refund.We do not want to write bad reviews but feel we have been forced to because of this horrible experience and because the manager of the hotel has dealt with it so poorly. We only want our refund so this issue can finally come to a resolution. Then we can all stop wasting time with something that should have been resolved weeks ago if they had just provided better customer service to begin with.The few hours we stayed there has put me, my family, and my house at risk of being infesting with bed bugs. Additionally, we checked in at 10:00 PM and left around 12:45 AM. We were not even there 3hrs.So, 1-we should be refunded because of the health risk 2- because we didn't even stay in the room that long. 3 - We paid for a service that was not received (the service being an overnight stay in a hotel room NOT infested with bed bugs)Another fact is, when we went to the front desk with the bed bug in a cup we and asked for a refund. The person at the desk said he could not give us a refund because we booked so far in advance. So if we had booked that night the person at the desk said he could have given us a refund.Regards,[redacted]