Holiday Inn Express

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* Good Afternoon, This is to respond to the recent complaint made by Susan Stone, ID #*** Please let me know if there is
anything else that you may need. Thank you and have a great day Response: The area in question within the pool area had been peeling and needed to get repainted. There was some surface discoloration and had been taken care of by the maintenance staff to prevent any mold from happening. The area on the wall below the windows have since been patched and repainted and any resealing of the wall has been taken care of. In regards to any refund on the guest’s credit card, I will have to further research Sincerely, *** ** ***
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Hello Ms ***,Writing you regarding the above case that guest was charged $for smoking in roomOur hotel is a 100% non smoking hotel.and charges will have to stay due to our no smoking policy, and guest were aware of the no smoking policy at ck-inn time.Thank you-- *** *** **
*** *** ** ***Ph # ###-###-####Fax # ###-###-####

Initial Business Response /* (1000, 6, 2015/11/23) */
Mr*** -
Thank you for the time and interest you have shown our location here in Edwardsville, ILI earnestly apologizes for the miscommunicationHowever, I would like to acknowledge our tax exempt policy is only given to those guests
with a reservation(s) reaching plus daysAttached to this email you will find publication noting tax exempt allowance as it relates to the state of Illinois.Once again, I truly apologizes about this mornings delivery; and should you need anything else, I am here for you
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Guest was compensated for nights at the front desk upon check outThe guest voiced his complaint at check out (after night stay) and the hotel refunded nights of his reservation, which was booked as non-refundableGuest received a credit of $

Perfection Painting is definitely one of the best in the businessThey did an excellent job from the initial estimate process to the finished jobWe had the interior of our home repainted by them and they corrected all the existing flaws mostly caused by another company's painters(?) The two painters from Perfection could not be more professional in their work and communications with us

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 dispute.Please enter your reason(s) for rejecting the business response below.please tell me the reason that there was no trash taken on july 6thbecause in your response it says if your trash day falls on a holiday then it will be picked up on the following saturdaywell my trash day is on wednesday and there was no holiday that day, and the trash was not picked upalso on july 20th my trash was not picked up.also back in november or december, somewhere around there the trash was not picked up for or whole weeks and there was no discount or refund or any compensation for those weekswhich there definitely should have been.it's ridiculous that the trash bill part is more than the water part, and the trash part isn't dealt with correctly. Regards,*** ***

Revdex.com spoke with *** from the businessThe customer made an advantage booking through a third party, these charges are paid prior to checking in for the stayThe customer was refunded $of her stay but the customer as the customer did stay the entire booked stay minus one night
A pool is an amenity but it cannot be guaranteed that at one time or another it will not need to be worked on which was the case in this situationThe hotel guests have access to three pools, one that was being worked on, one that is outside and thus closed during that time, and one that is shared with a sister hotel

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I find it hard to believe that not one employee of this location was aware of the use of *** and gambling in the parking lotThe night we checked in it certainly appeared that those doing that were associates with the employee. We arrived Friday night and could smell it at that time though said nothing to avoid problems with other people in and around the hotelSaturday morning before we asked about the pool, three individuals were sitting on the tailgate of the pick up truck by the pool area gambling and drinkingNo I did not report this to you; I figured I would handle this complaint via other avenues versus be the one targeted at the hotelThis was an extremely horrible experience and sure the pool was a problem but quite frankly, we would not have stayed with the other stuff taking place in the presence of our year old childI am not satisfied with the response and based on the activity that weekend, I am not surprised no one said anythingAfter all, who wants to be the target of what could have turned into a bad situationIf satisfying the customer is the goal then I would say that a full refund is more than appropriateWe will never book a room at this hotel again because of everything combinedThis was an awkward experience inside and out
Regards,
*** ***

As stated in our last response, the guest purchased a advanced purchase reservation for their one night stay choosing the "book early & save" rateThe book early and save rate means that you book early which must be purchased days prior to the arrival date in order to receive the discounted rate and is a non-cancelable reservationUnfortunately, with this rate, once it is booked the credit card is chargedThe canceling policy of this reservation was included within the reservation confirmation that the guest received and they had attached it to their complaint so we know that the guest did receive the cancellation policyPlease see a copy of the exact verbage that lets the guest know that it will result in forfeiture of the deposit if canceled.
The hotel is following the cancellation rules and regulations that are set for them as being a part of a franchise hotel and these rules and regulations are applied to all hotels that have the book early & save rate.
Rate Type:
Book Early & Save - Advance Purchase
Rate Rules:
ADVANCE PURCHASE REQUIRED Must purchase at least days in advance.
Deposit Required:
A deposit for the entire stay is due at time of bookingModify or Cancel Policy:
Canceling your reservation or failing to arrive will result in forfeiture of your depositTaxes may apply

Company states that it was explained to the consumer several times that it is a non-transferable, non-cancellable room and they are following policy

I reserved a room at the HOLIDAY INN EXPRESS @ Camden road in Pine Bluff ArkI was not able to stay the two days that I reserved for due to my MOM being sick In ChicagoI checked out that Saturday the guy at the desk said their system was down that I should just turn the key in to themHe stated that he would check me out laterSo I did that and I leftWell long story Short they did not refund me my The place was nasty and the so called GENERAL MANAGER RACHEL should be mindful of what she says and how they treat peopleIf I was down there I would get my money

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

I tried to make a reservation, put in all my info and then the page was just turningInstead of getting a confirmation number the webpage just said I need to remake my selection because that room isn't availableJust to make sure the reservation didn't actually go through I called the hotel, the front desk said I don't have any reservationI did not get any email nor did the reservation show up in my *** accountA week later I see a charge on my credit card from the hotelI called *** spoke with Wendy (case manager) who connected me with the hotelThe manager of the hotel, Kaitlyn, was rude and obnoxiousShe said I don't know what happened on website you had a reservation here!! II said I was completely unaware of the reservation and I even call on Feb 9, at 10:pm and spoke with the hotel front deskShe said something about if I don't know the name of the guy who I spoke to that night she cant do anything!! I called the main customer service number for *** back, told

The customer, *** *** did file the complaint on 1/24/with the hotel's front deskThe hotel performed on due diligence, and had an inspection done by *** *** *** - where no evidence of pest was foundWe have attached to this statement for your
records, indicating that no evidence of pest was found in the room in question.It is important to Note that the hotel did not charge *** ***, as he paid through ***By thc guest choosing to pay for his room through a third party vendor, the hotel has limited abilities for assisting with this refundWe have refunded the funds charged to ***, but it is up to *** to refund the funds paid to *** ***

Thank you for your responseUnfortunately we are still unable to refund your stay as it was a direct violation of the cancellation policyAll communication between you and the agent on duty regarding your cancellation was entered into your reservation including your response of not caring if you were charged for the cancellation. Again, we apologize for our inability to refund your reservation as it was past the cancellation deadlineWe recommend you review the rate restrictions and cancellation policies when making future reservations as every hotel nationwide as all of them have set guidelines on their respective cancellation policies.Thank you,Kirti A

Complaint: ***
I am rejecting this response because:
*** didn't follow the proper Terms and Condition per IHG, per previous email attachment file.IHG corporate did not agree with the BUDA hotel's decision, and stated *** left note on reservation to DO NOT REINSTATE Due to the hotel is a franchise, IHG can not override what she had put in the system When I checked immediately after *** cancelled my reservation and won't reinstate, there was no employee rates available for that weekend and IHG corporate didn't find any or else they would have had me booked it elsewhere.I cannot wait last minute to book the hotel and almost all hotel was sold out, that's why I had to go to Airbnb.If *** wasn't wrongdoing, then why would she be all of the sudden so nice??? to look for employee rate around the area for that period of time
Regards,
*** ***

They over charge me for my room and when I ask for a refund they lied and said it on it's way They are rude to u at front desk rooms are dirty Still dont have my money back

In response to the complaint lodged by *** *** of his September stay with us at the Holiday Inn Express, Mount Pleasant here are the facts to the best of my knowledge:
*** *** and his guest checked into room 315, an executive suite at 4:pm on Saturday, September 12thOur records show
that after being up in the room for minutes to an hour, they returned to the front desk and stated that the room "was dirty with a strong unpleasant odor (like body odor)The toilet was broken and could not be usedThe bed sheets and pillow cases hadn't been changed from the previous guests." The front desk agent offered them another room, which they declined.First off, why would anyone stay in a room that smells so offensively for minutes to an hour? The toilet was found to be in need of some repairs when the front desk agent went up to investigate *** ***'s claim, which is our standard procedure, after a guest leavesThe toilet handle was very loose and needed to be held down to flush so for this inconvenience I refunded *** *** $plus taxes ($54.50)The front desk noted that the bed had been laid on and the bedroom used, but there was no evidence of a previous guest prior to the Lake'sThe toilet was reported to maintenance and repaired on the 13th.As for the bedding, it is our procedure that the laundry girls totally strip the room of all bed linens and towels before the housekeeper is even told that the guest has departedThen the executive housekeeper writes an "o" to the right of the room number on the housekeeper sheet to let her know the guest is outOnce cleaned the housekeeper will mark her sheet with a "c" to the left of the room number to let the executive housekeeper know that the room is ready to be INSPECTEDOnce the room has been inspected to ensure cleanliness for the arriving guests, the executive housekeeper updates the room as clean in the Opera front desk system and put a "c" on the Room layout map on the front desk as a quick reference for the front desk agent to see that the room is inspected and ready to rentGuest satisfaction is very important to us so we cover all bases to ensure top notch quality and comfort for our guestsThe TV stand was not broken but the TV itself was loose due to guests turning it to view from the desk area so it was propped up with blocks for proper viewing until we renovate our entire hotel next month which we are very excited about.*** *** and his girlfriend/wife continue to blast us on every website possible but to this date has never called me or the hotel directly to address thisIn his own comments, he states that they got another hotel room in ***, which is miles away from our hotel, in my opinion, this tells me that their plans changed or they decided it was too early to stop for the night, because there are closer Holiday Inns than ***.Attached is all of my supporting paperwork for this complaint which I will be forwarding to our management company and legal department since this couple continues to harass us a month laterPhyllis J S***,
General Manager

***,I have spoken to you about your issue with the charge for your stayYour boyfriend signed an agreement (Registration Form) when he checked into the hotelYou checked in Friday night with a Saturday check outWe do not pro rate stays or have an hourly rateYou could have used the room until
check out the next dayThe fact that you were called away early is unfortunate but not any fault of the hotel

Although I was not forwarded the pictures of the toilet, after investigating the issues with housekeeping and finding no lapse in procedures there, I met with the part-time maintenance man about the toilet and came to find that the problem was a little more serious than I was originally led to believeApparently, he tried a "quick fix" with an epoxy which did not have sufficient time to dry since the room was rentedThe room should have been put Out of OrderTherefore, I am refunding this guest for his stay and apologize for the inconvenience I believe this may also account for an unusual smell in the room.As for the rest of this guest's comments, I stand behind our procedures for ensuring that the room is clean, inspected, and ready for each guestI would be happy to explain what we do to any guest that is leery of staying with us due to these postings.Phyllis J S*** General Manager