Holiday Inn Dover Downtown

Review: To Whom It May Concern,

I originally called IHG regarding this issue back in January when I created the reservation. The reservation was made in error and I immediately called to have the charge cancelled as if it was never placed. I literally called minutes after the error was made. When I booked it the website stated it would charge my card immediately and take the whole room charge of $1,668.60 as a deposit. I called the main phone number for IHG and was given a case number and was advised I would be called with a resolution. The charge never went through on my card and I was never called. I believed since the charge did not go through the reservation had been cancelled. As a result I made alternate vacation plans and was never in Delaware and was not capable to be in Delaware. While on my other vacation I received an email advising me the reservation was still active. The way the email was worded it stated canceling the reservation would cause me to forfeit my deposit. Since the deposit was never processed I didn't think twice of canceling. Come to find out after the reservation date the hotel charged my card $1,668.60. I called immediately when I saw the card and was given a second case number which no one responded to. So then I called back to IHG and they stated someone would call me to discuss it within 10-15 minutes. I never received a call. It was 2 days later I received a call from a [redacted], who coincidently didn't know what my complaint was about and I had to tell the entire story again. She stated she would discuss with her General Manager and I would receive a callback by the next business day. Two weeks passes and no one called me. I then went and wrote a formal complaint to IHG and it was sent to a senior resolution team which has advised the charge will stand. IHG has very deceptive practices and I believe the lack of response from the Hotel itself reveals they knowingly have deceptive reservation practices.Desired Settlement: Had I originally known back in January they were not going to let me cancel without the $1,668 charge I would not have made alternate travel plans. I would like the cancellation charge refunded. Thank you for your time, [redacted]