Holiday Inn Express & Suites Pittsburgh West

Hi, I am having a problem with the Holiday Inn Express & Suites Pittsburgh West - Greentree located at Greentree Rd [redacted] I booked a trip for Christmas day from our home in [redacted] to [redacted] for the Steelers vs Ravens football game as a surprise Christmas present for my husband who is from Pittsburgh I booked this trip back the middle of August by purchasing football tickets, airfare, car rental and hotel stay The trip all in all cost me approximately $ I booked the airfare through [redacted] for a Christmas day flight putting us in to the city four hours before kickoff My husband is a [redacted] driver and works long hours through Christmas Eve, hence, the Christmas Day flight However, last week, [redacted] cancelled all Christmas Day flights We can only fly on Christmas day due to his job [redacted] refunded the cost of my flight but would not refund any other costs I talked with the car rental comp

Upon reserving a room at this establishment on Friday 1/27, I was told that the rate would be per night for two nights Upon check in I again inquired about the rate and was told it would be "something"I checked in to the hotel and when I checked out I was give a different rate for my second night stayI know that usually a standard policy is for a hotel to inflate their rates for sat nights however this was NEVER explained to me that the rate would be higher When I called the manager she stated that there was nothing she could do and if I wanted to call the number I certainly had the rightI told her that it is not my responsibility to ensure that their guesta are satisfied and she refused to help

Hi,
I am having a problem with the Holiday Inn Express & Suites Pittsburgh West - Greentree located at Greentree Rd *** ** I booked a trip for Christmas day from our home in *** *** *** *** to *** ** for the Steelers vs Ravens football game as a surprise Christmas present for my husband who is from Pittsburgh
I booked this trip back the middle of August by purchasing football tickets, airfare, car rental and hotel stay The trip all in all cost me approximately $ I booked the airfare through *** *** for a Christmas day flight putting us in to the city four hours before kickoff My husband is a *** *** driver and works long hours through Christmas Eve, hence, the Christmas Day flight However, last week, *** *** cancelled all Christmas Day flights We can only fly on Christmas day due to his job *** refunded the cost of my flight but would not refund any other costs I talked with the car rental comp

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Before contacting the Revdex.com, I contacted the hotel directly on more than one occasion and was never offered any other type of resolution to this problem. I was told that to cancel it would cost me the $185. I also talked with the airline about a reimbursement and they refused to compensate me as well. As I said before, I booked this trip back in August and it is not my fault that the airline canceled all flights in to Pittsburgh on Christmas Day. I tried to do the right thing (or at least I thought) by trying to cancel as soon as I found out that I could not make the trip. I understand that the hotel says the room is non-refundable. However, I also feel as though since my trip was canceled through no fault of my own, that a large hotel chain like this should be willing to work with their customers and come up with an agreeable solution. I have dealt with the public my entire career. Dealing with the public is not always black and white. It's not always cut and dry. Exceptions have to be made and management should be willing to make a customer happy. In my business, I was always told that the customer is always right. I'm not asking for anything unreasonable. That's my whole point. The hotel is near Heinz Field. There is a home game and it is Christmas. This room can be re-rented at a higher rate. That's why I do not understand why they are so hell bent on keeping my money and not trying to work with me. If I had a chance to make more money off of an in demand room, I would most definitely refund the lower price and rent at the higher rate. Not only is that common sense but also good business sense. Like I said, this should have never escalated to the Revdex.com but, after contacting the hotel twice and only being told it would cost me $to cancel I felt I needed someone to step in and help. I refuse to pay $to cancel and then let them re-rent this room at a higher rate. Please help me render an agreeable solution
Regards,
*** ***

Upon reserving a room at this establishment on Friday 1/27, I was told that the rate would be per night for two nights Upon check in I again inquired about the rate and was told it would be "something"I checked in to the hotel and when I checked out I was give a different rate for my second night stayI know that usually a standard policy is for a hotel to inflate their rates for sat nights however this was NEVER explained to me that the rate would be higher
When I called the manager she stated that there was nothing she could do and if I wanted to call the number I certainly had the rightI told her that it is not my responsibility to ensure that their guesta are satisfied and she refused to help

Upon reserving a room at this establishment on Friday 1/27, I was told that the rate would be per night for two nights Upon check in I again inquired about the rate and was told it would be "something"I checked in to the hotel and when I checked out I was give a different rate for my second night stayI know that usually a standard policy is for a hotel to inflate their rates for sat nights however this was NEVER explained to me that the rate would be higher
When I called the manager she stated that there was nothing she could do and if I wanted to call the number I certainly had the rightI told her that it is not my responsibility to ensure that their guesta are satisfied and she refused to help

To whom It may concern,MrsWheatbrook's reservation was booked through a third party site (***)As stated clearly on her confirmation and in the rate code rules this is an advance purchase reservation, which is given a hour grace period after booking then the reservation is charged in
full and cannot be refundedThis is the chance you take when booking a non-cancelable, non-refundable reservation at a highly discounted rate through a third party web siteIn my past experiences if the airline cancels a prepaid flight and is unable to provide other acceptable travel accommodationsThe airline would be responsible to reimburse guest for any lost moneys.Her reservation was charged $which is $+ taxI have attached a copy of her reservation showing it was booked through *** and a screen shot of the rate rules showing that it was booked at a deeply discounted, non-cancelable, non-refundable rate.I also took the time to print out the *** site, dearly showing the discounted rates and that they are non-refundable(The options are also available on the site to book rooms at a rate that is cancelable.) I clicked on the non-refundable reservation and filled out the information and hit the "book this room" button and a pop up screen comes up again confirming the rate and that it is a non-refundable reservationYou are prompted again to hit the “book this room" button.I have not spoken with Mrs*** personally, but if she would have contacted me (as a courtesy) I would have offered her the option to use the funds toward another reservation within a day period of her original datesThe rate code rules are dearly stated on-line and on the guest's reservation confirmationThis reservation is non-refundable.Chad C*** Front Office Manager *** ***

To whom it may concern,Mr *** *** made his reservation with our central reservation departmentAfter checking with them I was told that Mr *** was quoted an "average daily rate" of $His rate was $for one night and $for the otherI do understand how this can be
confusingIf you take the two amounts and divide them by two it is $"average daily rate"I spoke with Mr *** today explained and apologized for the situationMr *** is an IHG rewards club member so as a token of my apologies for this misunderstanding as well as the interaction with our front desk managerI issued him 2,points to his club accountOur central reservation department does not give out the day by day rates they only take the total amount of stay and divide it by the number of nights stayed to get the guests "average daily rate"I promised Mr *** that I would bring this up to our corporate office the next chance I get.Chad C***Assistant General Manger

Hi,
I am having a problem with the Holiday Inn Express & Suites Pittsburgh West - Greentree located at Greentree Rd *** ** I booked a trip for Christmas day from our home in *** *** *** *** to *** ** for the Steelers vs Ravens football game as a surprise Christmas present for my husband who is from Pittsburgh
I booked this trip back the middle of August by purchasing football tickets, airfare, car rental and hotel stay The trip all in all cost me approximately $ I booked the airfare through *** *** for a Christmas day flight putting us in to the city four hours before kickoff My husband is a *** *** driver and works long hours through Christmas Eve, hence, the Christmas Day flight However, last week, *** *** cancelled all Christmas Day flights We can only fly on Christmas day due to his job *** refunded the cost of my flight but would not refund any other costs I talked with the car rental comp