Holiday Inn Executive Center

Initial Business Response /* (1000, 7, 2016/02/15) */
Guest was informed of the special event policy when guest booked the reservation on 08-26-Guest made reservation online through an IHG websiteIHG puts our special event policy on their website when we have them in placeBefore the
guest could even book the room he would have had to acknowledge that it was a day full prepay and a day non cancelGuest was also notified via mail the terms of the reservationWe send letters out to any guest that has a reservation over our special events reminding them that they have to cancel by a certain dateGuest called the hotel and asked to speak to me on a day that I was offI did not return to work for two days and in the time the guest had made several calls to my line and left voicemailsI told the guest when I returned his call that his reservation was a full prepay and non cancel and then had him while I was on the phone go to our website and try and book a room for another special event weekend to show him exactly how he had to of booked it and what the wording wasThe guest admitted at that time that he had acknowledged the pop up box but that he did not take the time to read it and therefore I should still refund his moneyWhen I told him I could not he demanded he speak with my bossI put him in touch with our VP of Operations whom explained the same thing to him, he then berated my boss like he had meThe guest was very demeaning and used a lot of foul languageThe guest checked into the hotel on 10-03-@15:Services were provided and paid for