Holiday Inn Temple-Belton

Dear [redacted] ,Thank you for choosing Holiday Inn and for taking the time to provide feedback about your experience at Holiday Inn TEMPLE-BELTON.I would like to start by apologizing to you for the inconvenience you faced with the breakfast hours Our breakfast hours are listed on our website, posted in our lobby and it is also standard procedure at check in for our front desk agent to again mention them to ensure that each guest is aware of themI apologize that none of these methods were effective for youAs for refunding of breakfast, it is not a separate cost that you purchase, it is included in the rate therefore there is not an option to "refund" just this portion In cases such as your own, it may be a better option to purchase a rate that does not include breakfast and then if wanting breakfast to purchase it in the restaurantWe received several complaints on the smell of Marijuana coming from your room from other guestsWhen we receive these types of complaints we have a standard protocol that is followed and in this case the hotel staff followed it to the TWe inspected the hall and found the strong odor coming from your room and notified the local police due to the sensitivity of the accusationUpon answering your door for our staff member and the officers it was confirmed by them that you had smoked Marijuana in our room, or at least some one had Due to this we did ask you to leave our property and the Smoking Damage Fee was assessed To further confirm this situation, the officers inspected the room and found reminiscence of the drug and disposed of it for usI apologize that you felt this was not handled correctly, but in the eyes of our management team, our front desk agents did exactly what they are told to do In cases where they are spoken to in a demeaning manner, we have already had complaints and damage has been caused to our hotel we find it necessary to ask you to leave and not return to our hotelBased on the finding facts of this situation, we will not be issuing a refund as requestedAgain, thank you for sharing your comments, and if I can be of assistance to you, please contact me directly at [redacted] or [redacted]

Good Day Mr [redacted] , Thank you for taking the time to reach out to our hotel in regards to the situation of breakfast and your experienceAfter researching your reservation, I found that you booked our hotel with the Your Rate promotion by IHG, which does not include breakfast There are rates that do include breakfast, but must be chosen at the time of bookingWe are a Full Service hotel with a restaurant onsite, Midway Bar & Grill, which does serve breakfast, but does not come standard when purchasing a room with us Our sister brand Holiday Inn Express, do come standard with a complimentary Continental breakfast and is advertised as suchI apologize that you misunderstood this about our hotel and hope that in the future you will stay with us and take advantage of the rates that include breakfast For clarification purposes, I have included the Rate Description for the rate that you booked with us: [redacted] BOOKING MESSAGE: MEMBERSHIP REQUIRED [redacted] CHECK IN TIME: PM [redacted] CHECK OUT TIME: PM [redacted] CHECK IN DAYS: [redacted] MINIMUM STAY: NIGHT [redacted] PRIORITY CLUB NUMBER REQUIRED [redacted] LONG DESCRIPTION: EXCLUSIVE SAVINGS FOR OUR IHG REWARDS CLUB MEMBERSMUST BE AN IHG REWARDS CLUB MEMBER TO BOOKDue to the findings of our research, we will not be issuing a credit as requested

I apologize that you are not fully satisfied with the outcome of your event We do value your feedback and will take that into consideration if put in the same position again Thank you for choosing Holiday Inn Temple-Belton

Complaint: [redacted] I am rejecting this response because: Regards, [redacted] *** Nothing was agreed upon, in regards to canceling my roomYou purposely took it upon yourself to go behind my back and cancel my reservation, knowing full well that I had been planning this event since April and that my event was to take place in weeksAs you stated, I am a diligent planner and there was no way possible that I would find a new venue and re-direct all of her guests to a different location in such short noticeYou had no grounds for canceling my rowas already paid in fullIn regards to [redacted] if he is simply a “General Manager” and this issue was to be handled by the Sales deptonly, then there is NO WAY he should have had the authorization to advise you to cancel my reservationHe can’t pick and choose which problems he wants to addressThe price for the mimosas’ was based on a quote that the Bartender provided you, if that was true, then the price changes that took effect after November would not have affected his employment status with your companyYou stated several times, “that is the price I was given and because he was wrong he is no longer with us”I’m sure a minor price change would not have doubled the amount I was supposed to pay for drinksOnce again, I am not responsible for the prices I was quoted by the young lady who initially helped me with my reservation for the room, so stop blaming me for her mistake Whether I paid $or $800, at the end of the day I still received bad customer service And I have a right to post my complaint explaining the experience I had with you and your company as a whole

Complaint: ***
I am rejecting this response because:
Regards,
*** ***
Nothing was agreed upon, in regards to canceling my roomYou purposely took it upon yourself to go behind my back and cancel my reservation, knowing full well that I had been planning this event since April and that my event was to take place in weeksAs you stated, I am a diligent planner and there was no way possible that I would find a new venue and re-direct all of her guests to a different location in such short noticeYou had no grounds for canceling my rowas already paid in full. In regards to *** if he is simply a “General Manager” and this issue was to be handled by the Sales dept. only, then there is NO WAY he should have had the authorization to advise you to cancel my reservationHe can’t pick and choose which problems he wants to address. The price for the mimosas’ was based on a quote that the Bartender provided you, if that was true, then the price changes that took effect after November would not have affected his employment status with your companyYou stated several times, “that is the price I was given and because he was wrong he is no longer with us”I’m sure a minor price change would not have doubled the amount I was supposed to pay for drinks. Once again, I am not responsible for the prices I was quoted by the young lady who initially helped me with my reservation for the room, so stop blaming me for her mistake Whether I paid $or $800, at the end of the day I still received bad customer service And I have a right to post my complaint explaining the experience I had with you and your company as a whole

Good Afternoon Ms***,
I am sorry to hear that you are still unhappy with the rental of our Property You and I spoke several times and in the end, as a company we knew that you would be, which is why we offered you to cancel the contract and receive a full refund
Our typical policy and the one that you signed to requires a non-refundable deposit be made and if the event does not take place the deposit is still paid In an attempt to work with you back in October, I offered to bend the policy and allow you to move the event from November to February, in which you agreed During this time-frame cost of the Momossas did go up and again you and I discussed this and although the outcome did not please you, you agreed to the cost I did also review with you on several occasions the breakdown of the payments required, you initially put a $deposit down, with an additional payment of $which covered the cost of the Room RentalWe then agreed that the final payment would be made on the day of the event, therefore you were informed.
We will not refund any of the funds that you paid for this event You ended up paying $for an event that should have cost you $and we agreed to this through 2 different DOS's, so we honored it We allowed you to work outside of our policies to benefit the bride you were working so diligently for, but again this did not seem to be enough.
In Regards to the *** *** (General Manager) not speaking with you, again this is in the Sales Department, therefore it is appropriate to speak to the Director of Sales/Contracts We both agreed that we should have canceled this event, to allow you to find another place that could help with all of your requests, but you asked us not to.
I do apologize that you are still unhappy with your rental I believed what you told me on the last phone call that we had and that the event would go smoothly, so I am a bit shocked at this review/the comments

I apologize that you are not fully satisfied with the outcome of your event.  We do value your feedback and will take that into consideration if put in the same position again.  Thank you for choosing Holiday Inn Temple-Belton.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Good Day Mr. [redacted], Thank you for taking the time to reach out to our hotel in regards to the situation of breakfast and your experience. After researching your reservation, I found that you booked our hotel with the Your Rate promotion by IHG, which does not include breakfast.  There...

are rates that do include breakfast, but must be chosen at the time of booking. We are a Full Service hotel with a restaurant onsite, Midway Bar & Grill, which does serve breakfast, but does not come standard when purchasing a room with us.   Our sister brand Holiday Inn Express, do come standard with a complimentary Continental breakfast and is advertised as such. I apologize that you misunderstood this about our hotel and hope that in the future you will stay with us and take advantage of the rates that include breakfast.  For clarification purposes, I have included the Rate Description for the rate that you booked with us:* BOOKING MESSAGE: MEMBERSHIP REQUIRED* CHECK IN TIME: 0300 PM* CHECK OUT TIME: 1200 PM* CHECK IN DAYS: * MINIMUM STAY: 1 NIGHT* PRIORITY CLUB NUMBER REQUIRED* LONG DESCRIPTION: EXCLUSIVE SAVINGS FOR OUR IHG REWARDS CLUB MEMBERS. MUST BE AN IHG REWARDS CLUB MEMBER TO BOOK. Due to the findings of our research, we will not be issuing a credit as requested.

Dear [redacted],Thank you for choosing Holiday Inn and for taking the time to provide feedback about your experience at Holiday Inn TEMPLE-BELTON.I would like to start by apologizing to you for the inconvenience you faced with the breakfast hours.  Our breakfast hours are listed on our...

website, posted in our lobby and it is also standard procedure at check in for our front desk agent to again mention them to ensure that each guest is aware of them. I apologize that none of these methods were effective for you. As for refunding of breakfast, it is not a separate cost that you purchase, it is included in the rate therefore there is not an option to "refund" just this portion.  In cases such as your own, it may be a better option to purchase a rate that does not include breakfast and then if wanting breakfast to purchase it in the restaurant. We received several complaints on the smell of Marijuana coming from your room from other guests. When we receive these types of complaints we have a standard protocol that is followed and in this case the hotel staff followed it to the T. We inspected the hall and found the strong odor coming from your room and notified the local police due to the sensitivity of the accusation. Upon answering your door for our staff member and the officers it was confirmed by them that you had smoked Marijuana in our room, or at least some one had.  Due to this we did ask you to leave our property and the Smoking Damage Fee was assessed.  To further confirm this situation, the officers inspected the room and found reminiscence of the drug and disposed of it for us. I apologize that you felt this was not handled correctly, but in the eyes of our management team, our front desk agents did exactly what they are told to do.  In cases where they are spoken to in a demeaning manner, we have already had complaints and damage has been caused to our hotel we find it necessary to ask you to leave and not return to our hotel. Based on the finding facts of this situation, we will not be issuing a refund as requested. Again, thank you for sharing your comments, and if I can be of assistance to you, please contact me directly at [redacted] or [redacted].

I apologize that you are not fully satisfied with the outcome of your event.  We do value your feedback and will take that into consideration if put in the same position again. 
 
Thank you for choosing Holiday Inn Temple-Belton.

Good Afternoon Ms. [redacted], I am sorry to hear that you are still unhappy with the rental of our Property.  You and I spoke several times and in the end, as a company we knew that you would be, which is why we offered you to cancel the contract and receive a full refund.  Our typical...

policy and the one that you signed to requires a non-refundable deposit be made and if the event does not take place the deposit is still paid.  In an attempt to work with you back in October, I offered to bend the policy and allow you to move the event from November to February, in which you agreed.   During this time-frame cost of the Momossas did go up and again you and I discussed this and although the outcome did not please you, you agreed to the cost.  I did also review with you on several occasions the breakdown of the payments required, you initially put a $150.00 deposit down, with an additional payment of $168.00 which covered the cost of the Room Rental. We then agreed that the final payment would be made on the day of the event, therefore you were informed. We will not refund any of the funds that you paid for this event.  You ended up paying $567.98 for an event that should have cost you $899.98 and we agreed to this through 2 different DOS's, so we honored it.  We allowed you to work outside of our policies to benefit the bride you were working so diligently for, but again this did not seem to be enough. In Regards to the [redacted] (General Manager) not speaking with you, again this is in the Sales Department, therefore it is appropriate to speak to the Director of Sales/Contracts.   We both agreed that we should have canceled this event, to allow you to find another place that could help with all of your requests, but you asked us not to. I do apologize that you are still unhappy with your rental.  I believed what you told me on the last phone call that we had and that the event would go smoothly, so I am a bit shocked at this review/the comments.

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] Nothing was agreed upon, in regards to canceling my room. You purposely took it upon yourself to go behind my back and cancel my reservation, knowing full well that I had been planning this event since April and that my event was to take place in 2 weeks. As you stated, I am a diligent planner and there was no way possible that I would find a new venue and re-direct all of her guests to a different location in such short notice. You had no grounds for canceling my room-it was already paid in full. In regards to [redacted] if he is simply a “General Manager” and this issue was to be handled by the Sales dept. only, then there is NO WAY he should have had the authorization to advise you to cancel my reservation. He can’t pick and choose which problems he wants to address. The price for the mimosas’ was based on a quote that the Bartender provided you, if that was true, then the price changes that took effect after November would not have affected his employment status with your company. You stated several times, “that is the price I was given and because he was wrong he is no longer with us”. I’m sure a minor price change would not have doubled the amount I was supposed to pay for 80 drinks. Once again, I am not responsible for the prices I was quoted by the young lady who initially helped me with my reservation for the room, so stop blaming me for her mistake.  Whether I paid $500 or $800, at the end of the day I still received bad customer service.  And I have a right to post my complaint explaining the experience I had with you and your company as a whole.