Holiday Inn Express & Suites Grand Junction Reviews (%countItem)
Holiday Inn Express & Suites Grand Junction Rating
Address: 625 Rae Lynn St, Grand Junction, Colorado, United States, 81505-1268
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On June 30, 2018, I performed an online search for a pet-friendly hotel in Grand Junction. This search lead me to the IHG website where I could book a room in the aforementioned business. To get the promotional rate and to ensure a pet-friendly room, I paid for a non-refundable room rate, confirmation # ***. Several weeks later ~ September 10, I called the hotel directly speaking to the front desk to ensure I got assigned a pet-friendly room for my upcoming trip. I was told by the front desk that they no longer accepted pets. I asked for a variance given the conditions, and was refused. Given the approach of my travel, I had to book a different hotel brand room that allowed pets.
I then contacted the IHG customer service hotline and filed complaint # ***. The hotline agent said he would reach out to the hotel for resolution and they would call me direct. After received no call, I again contacted the IHG agent, who again called the hotel and said they would contact me. Again...no call from the hotel.
We do not hold any responsibilities for the content other websites place on their domain. We host our website and make it clear to all guests that we do not accept any pets, other than service animals. Attached is a print out from our website that covers our pet policy. Page 5/7 shows the pet policy. I was able to review the attachment that was provided by the guest. I advise that the guest contact the website that hosted the information he feels was not accurate.
Guest also booked a pre-paid nonrefundable booking. These bookings allow the guests to take a substantial discount off their rate by agreeing to the terms that the reservations cannot be refunded. The hotels website makes it very clear to the guest prior to finalizing the booking.
We love our guests. And we love our pets. However, due to the hotel policy and ensuring the guests with allergies to pets have their needs met, we are unable to waive the pet policy. As well, the booking of a discounted room by the guest, we must honor the booking terms, just as we would honor the discounted rate to guests at check in, that booked this discount. The terms are made clear to the guest, that they booked, online.
Complaint: ***
I am rejecting this response because: The business continues to pass accountability for false advertising and marketing onto other parties. Their Pet Policy and restrictions are anything but obvious during the booking process.
Regards,
***[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]