Holiday Inn Express Hotel & Suites Reviews (%countItem)
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Holiday Inn Express Hotel & Suites Rating
Address: 3427 Forum Blvd, Fort Myers, Florida, United States, 33905-5587
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Saturday Aug 8th was my birthday and as such I had wanted to celebrate. So my girlfriend and I searched for a Jacuzzi suite online and found one available at The Holiday Inn Express Forum in Ft. Myers. I reserved online and drove over 100 miles to this hotel for my reserved "Whirlpool Suite". I got to checkin counter and checked in with receptionist. She found my reservation in computer and checked me in. I had asked her specifically if I got the Birthday Suite jokingly. She said you most certainly did. I got up to hotel room and immediately found out there was no Whirlpool as I reserved and paid for. I called receptionist at front desk and at that time was told sorry we don't have any Jacuzzi Suites. I said that's strange because it clearly says on my phone I reserved one here at this hotel. She said that there was nothing she could do and to talk to manager in the morning. At checkout I talked to the Manager, which I was told his name was Rick. Rick was very unhelpful and stated that its not their fault and he was not going to offer any kind of resolution.
I BELEIVE THAT THEY USE FALSE ADVERTISEMENT AND A CASE OF "BAIT AND SWITCH TO LURE GUESTS TO THEIR HOTEL KNOWING THAT AFTER DRIVING OVER A 100 MILES THEY ARE TO TIRED TO ARGUE AND LEAVE HOTEL.
THEN GIVE GUESTS FALSE HOPE THAT THERE WILL BE A RESOLUTION WHEN TALKING TO MANAGER THE NEXT MORNING, BUT THEN OF COURSE YOUVE ALREADY STAYED AND NOW ITS YOUR FAULT FOR NOT PICKING UP AND LEAVING RIGHT AWAY.
Product_Or_Service: WHIRLPOOL SUITE
Order_Number: XXXXXXXXXX
Refund I would like a full refund or a credit for free stay at future date.
The guest booked his reservation through a third party company not through the hotel website. Our hotel does not have access to the third party website and is not able to load or change what they list as our room types. I have explained this to the customer that it is always best to go directly through the hotel directly and not use third parties. The hotel has never had a jacuzzi suite at all and has never had that room type listed in our direct hotel system. We cannot refund him for his room based on the fact that he did stay at the hotel and he did not pay the hotel for the stay but we did recommend he go back to the company he paid for his reservation to get his refund.
(The consumer indicated he/she DID NOT accept the response from the business.)
This statement is not true. As soon as I paid for room and went up to room I called front desk and receptionist at front desk told me that the Hotel was renovated recently and when they renovated they took the Jacuzzi's out and the website has not been updated yet. That was their response on the said date. They have been dishonest, they advertise breakfast in their room rates but there was none. Stay was less than accommodating, Managements customer service skills and how they rectify their guests complaints are unacceptable.
I am not able to refund this guest for his stay because he did not pay the hotel. The guest needs to contact the third party booking company that he paid if he would like to receive a refund and request the refund through the company he paid his money to.