Holiday Inn Express & Suites Lincoln-Roseville Area

Review: Below are the issues encountered with this hotel. After reviewing the website, I reserved a room over the phone for 8/25 8/29/14. The room was the Expanded King Suite with Office Area. I specifically confirmed this room type with the representative on the phone as I wanted this type of room specifically b/c it showed more room in the pictures. Entering the room, we noticed that the room did not match the picture on the website. The room we were given was the Executive King Suite with Sofabed. This is the first issue we encountered. Upon speaking with the front desk, we were told this was the largest room they had, and they were not sure if they even had a room like the picture shown for the Expanded King Suite with Office Area on their website. They continued to refer to the room as the expanded King suite and were charging it as such, when it clearly was not. Not wanting to go through the hassle of switching hotels, we decided to stay. Returning to the room, we noticed a few issues. The elevator hallway smelled like something had died. This was persistent throughout our entire stay in the hotel. Every time we left or came back to our room, we had to endure this horrible odor. It even got to the point of placing a towel at the bottom of our door to prevent the odor from seeping into our room. There were other issues. The fridge was broken with standing water and mold growing. Was replaced, but took 45-60 minutes. Another issue we had was the final straw. During our stay on the night on 8/28, our 1 yr old son woke up numerous times with an abnormal sounding cry. He continued to go back to sleep, but at about 6 am, he awoke again. I noticed something crawling in the bed near my son. It was a bed bug, and this was later confirmed by the hotel. My son was also bitten twice on the foot. We were horrified. Hotel said they tested room, claimed no beg bugs but won't provide report. Bugs had to have come from somewhere in their hotel. The hotel refuses to take any responsibility or action.Desired Settlement: I have made attempts to come to some sort of resolution with the hotel to no avail. I feel filing this complaint is one of my only recourses to the horrendous experience we encountered. We have incurred financial loss(laundering expenses, lost luggage), time loss and also the stress and emotional anguish of knowing that I have put my son through this ordeal. Knowing that the hotel has taken no action or responsibility and has charged my credit card for this experience makes it all the worse.

Business

Response:

Thank you for giving us a chance to respond to the comment. We are awared of the guest's comments and concerns about the Holiday Inn Express & Suites Lincoln. Our guests are very important to us and our company, we took their comments and concerns very seriously. We followed the protocol by act immediately when the guest brought their concerns to us. We did submit the report to them but not right away, we were instructed to submit to the Franchise Company Intercontinental Hotels Group which was done. I called Mrs. [redacted] right after the inspection was completed to let her know the report was negative.