Holiday Inn Express Hotel & Suites/Sacto Airport

Response:Received the initial complaint from Ms [redacted] through a review posted on our company websiteResponded to Ms [redacted] via email regarding the issues she stated in her claim and apologized on behalf of myself and the hotel staffAsked whether Ms [redacted] would prefer I try and contact [redacted] to have them issue her a refund, which I informed her can be a tricky process, or if she would like for me to enroll her in our free Rewards Program and issue her enough points for free nights at most locationsShe chose the Rewards Program, so I enrolled Ms [redacted] in the Rewards Program and issued her the 75,points to her account immediatelyMs [redacted] seemed to be happy with the resolving of this issue and I informed her if she had any questions regarding using her points for a free night to contact myself or the Rewards hotline for guests

Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

I am rejecting this response because:the agent at the told me he was the manage on duty and that I could speak to the general manger in the morning and when I got up the following morning and asked what time the general manager was in I was told she was out for a weekThe manager stated I reserved my hotel on a mobile site that's a lie my hotel was booked via telephone and not over the internetI have never heard of an overflow booking and if I have I would have never made the reservations with HotelI am requesting a total reimbursement of $for my stay for the inconvenience and unprofessional customer service for the hotel and it's manager I have never received such piss poor service for a hotel chain ever in lifeI do not want a compensated stay because who's to say I won't be booked in a so called overbooked room againI've looked into this overbooked clause and I can't find any information on itI've eve called and a customer service rep said she didn't know anything about a overbooking

While I assure you everything I stated is true based on what are systems are showing us, due to the inconvenience this caused Ms***, I have gone and refunded the whole amount back to the credit card which was used to capture payment upon her arrival to the hotelPlease be aware it can take anywhere from - business days for this credit to reflect on the account associated with the credit card (depending on the banking institution's processing time)Should you have any additional questions or concerns regarding this situation, please feel free to let me know.Thank You, *** ***General ManagerHoliday Inn Express - Sacramento, CA

I am rejecting this response because:the agent at the told me he was the manage on duty and that I could speak to the general manger in the morning and when I got up the following morning and asked what time the general manager was in I was told she was out for a week. The manager stated I reserved my hotel on a mobile site that's a lie my hotel was booked via telephone and not over the internet. I have never heard of an overflow booking and if I have I would have never made the reservations with Hotel. I am requesting a total reimbursement of $210 for my stay for the inconvenience and unprofessional customer service for the hotel and it's manager I have never received such piss poor service for a hotel chain ever in life. I do not want a compensated stay because who's to say I won't be booked in a so called overbooked room again. I've looked into this overbooked clause and I can't find any information on it. I've eve called and a customer service rep said she didn't know anything about a overbooking.

After reviewing Ms. [redacted] reservation, our records show that her reservation was made the day of her arrival at 4:30PM and coded as a “flow through room” at an alternate Govt rate of $189 using a Mobile site to make the reservation. The term “flow through” room, is a type of reservation we...

regularly see when guests use third party travel sites for their travel plans. It does not guarantee them a choice in room (King Bed, queen bed, smoking, non-smoking, standard, suites, etc) and on Sold Out nights, we see them more frequently because there are no rooms for the guest to choose from. In this situation, websites push them through similar to a “wait list” in case of last minute cancellations or guests who fail to arrive for their stay (no-show). Because of this, we regularly advise our guests to contact the hotel directly in order to ensure there is availability and that we can meet their travel needs. On Sold Out nights, (such as when Ms. [redacted] made her reservation for the 20th) because we are unable to prevent these reservations (despite our efforts to do so), our staff do a number of things in order to avoid the situation which Ms. [redacted] experienced that evening. If the new reservation is noticed in time, our staff will make an effort to contact the guest directly or the travel site that was used (if it is a common one such as Expedia, Hotels.com, etc) in order to notify them that the hotel does not have a room to associate with the reservation. If we are unable to reach either, we then begin making attempts to find alternative accommodations within the immediate area. Unfortunately, the evening Ms. [redacted] arrived, most of Sacramento was Sold Out. Upon Ms. [redacted] arrival, because our staff were unable to contact her earlier in the day, the agent at the desk did have to inform her that there wasn’t a room available because she had reserved a “flow-through” reservation last minute (meaning we were at the mercy of whether any of the remaining guests would still arrive for the evening). According to the notes left by the front desk agent, he did attempt to find Ms. [redacted] alternative accommodations and did at the [redacted] located in the Downtown area. According to the agent, Ms. [redacted] refused to accept this because the [redacted] could not accommodate the rate of $189 and she insisted that the agent put everything in writing releasing her from any financial responsibility to both the Holiday Inn Express and [redacted]. When  the agent refused to provide her this documentation, she demanded to speak to a manager. According to the agent, this was when he informed her that I was out of the office. (During this week, I was in fact out of State attending a week long Hospitality Conference.) According to the notes left by the agent, because it was 1AM and the chances that the 2 remaining guests would arrive to check-in were low, in addition to seeing how upset Ms. [redacted] was getting, he made the call to release one of the 2 remaining rooms and check Ms. [redacted] in. Fortunately, the 2 remaining arrivals were in-fact No-Show’s for that evening.

Response:Received the initial complaint from Ms. [redacted] through a review posted on our company website. Responded to Ms. [redacted] via email regarding the issues she stated in her claim and apologized on behalf of myself and the hotel staff. Asked whether Ms. [redacted] would prefer I try and contact...

[redacted] to have them issue her a refund, which I informed her can be a tricky process, or if she would like for me to enroll her in our free Rewards Program and issue her enough points for 3 free nights at most locations. She chose the Rewards Program, so I enrolled Ms. [redacted] in the Rewards Program and issued her the 75,000 points to her account immediately. Ms. [redacted] seemed to be happy with the resolving of this issue and I informed her if she had any questions regarding using her points for a free night to contact myself or the Rewards hotline for guests.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: I reserved this hotel on [redacted] and when I arrived with my 3 children she was not going to let me have 2 beds, although every other hotel that books with [redacted] lets you. My children had to sleep on the floor for the 3 nights that I was there and I wanted to stay there but couldn't because of the customer service agent who refused to give me 2 beds. She gave me blankets for my kids to sleep on the floor, I want a refund for this situation or a credit to stay at a Holiday Inn else where.Desired Settlement: I want a refund for these 3 days that my kids has to sleep on the floor!!

Business

Response:

Response:Received the initial complaint from Ms. [redacted] through a review posted on our company website. Responded to Ms. [redacted] via email regarding the issues she stated in her claim and apologized on behalf of myself and the hotel staff. Asked whether Ms. [redacted] would prefer I try and contact [redacted] to have them issue her a refund, which I informed her can be a tricky process, or if she would like for me to enroll her in our free Rewards Program and issue her enough points for 3 free nights at most locations. She chose the Rewards Program, so I enrolled Ms. [redacted] in the Rewards Program and issued her the 75,000 points to her account immediately. Ms. [redacted] seemed to be happy with the resolving of this issue and I informed her if she had any questions regarding using her points for a free night to contact myself or the Rewards hotline for guests.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.