Holiday Inn Downtown Williamsport

Guest did not call hotel directly to make reservationGuest called the CRO (IHG Call Center)Guest booked two rooms during the *** *** *** *** No Discounts are available during this time (August 16-27, 2017)A special requirement was put in place stating all reservations require
a full deposit at the time of booking and are nonrefundableGuest called IHG Guest Relations on August 9, IHG Guest Relations stated in the case notes that guest asked for the government rate but was booked at a nonrefundable rate by *** IHG Call CenterIHG Guest Relations called hotel directly and spoke to Manager on Duty, Dana I***Dana confirmed that there are no discounts including the government rate available during the time of guest's bookingGuest called IHG Guest Relations multiple times and there were a total of cases openedPer Guest Relations this was an error at the CROGuest was compensated by IHG directly for the reservation errorIHG Guest Relations advised General Manager not to refund the guest's credit card as he was already reimbursed by IHG directlyThe Holiday Inn Express & Suites Williamsport did not make the reservation error, and is not responsible for compensating the guestThe guest has only been in direct contact with lHG Guest Relations in regards to his disputeThe hotel has submitted the appropriate documentation for the credit card disputesGuest was refunded by check and also offered 25,points as compensation