Flooring & Tile Superstore

Guest: *** *** ID# ***Hotel policy on Reservations: Check in time is 3:pm, Check out time is 11:amReservations guaranteed with Credit card will hold room for Guest all night for late arrival, Reservations not guaranteed, are not held passed 6:pm.Guest Reservation was for
Dec.24th,2017, guaranteed for late arrivalGuest arrived at 2:am Dec25th, Guest wasn't sure if she wanted to stay an additional nightShe was given a later check out and was told after 2:pm she would be charged for the second nightGuest checked out at 11:pm, over hours after check out time.We have responded several times to Guest, both through our hotel and with our Franchise ***Guest owed for two nights, Dec24th and Dec25th and was charged for two nights.I apologize to all that has been confused on hotel policiesIt is written to all guest upon reserving a room an email with their confirmation number. Please see attachment with communications between Guest and IHG and Holiday InnThe case has been closed with our Franchise investigationsThank you.Sally C***, General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I was told by the person at the front desk when I checked in that I would not be charged an extra night if I checked out on the 26th. Plain and simple. Additionally, the ONLY response I got was from the main Holiday Inn [redacted] account telling me to contact someone else. I was told I would not be charged an additional night, and I should not have been. I clarified with the front desk clerk several times, to the point that he got angry and exclaimed I told you, you would not be charged another night! Pretty much everyone I came in contact with was rude and the room was nasty! Our toilet was clogged with human waste!
Regards,
[redacted]