Initial Business Response /* (1000, 5, 2015/11/30) */
To whom it may concern;
This guest did check in at 3:45 am. At our hotel as a rule and most hotels, if a
guest checks in that far in advance to check in time which is 3:00 PM, they
are required to pay for two nights. This guest was advised...
when he checked
in of our policy. Front desk did sympathize with the guest and let him have
additional time as our check out is 11:00 am. Once our housekeeping staff
leaves for the day a room that is occupied and then checked out of after the
staff has left, is no longer sell able. Whether or not a staff member told the
guest they were not losing their job for him is unknown as both employees
involved in this situation are no longer employees here. I am unsure as to
whom he was emailing at IHG and did not receive a response from as IHG
and the staff at our hotel are trained and very diligent in their response to any
and all guest needs. I notified the management company in regards to this and
we do apologize but unfortunately this situation is not requiring a refund of
the guests money when the guest occupied the room essentially for two
nights. Had the guest checked out before housekeeping left for the day
making the room available to sell there would not be an issue. If there are any
further questions please feel free to contact me at the contact info. below.
Sincerely,
Danielle [redacted]
General Manager
Holiday Inn Express-Fremont,IN
6245 N Old 27
Fremont, IN 46737
260-833-6464
Initial Consumer Rebuttal /* (3000, 7, 2015/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I strongly disagree with the given response. First of all, it states I was advised on check in of a policy that requires payment for 2 nights on such an early check in. If that were the case none of this would've happened. I wouldn't have checked in, don't think many people would & it's absolutely not true.
It also states I occupied the room essentially 2 nights. How does a stay from 4AM Sun to 2:30 PM Sun, ten & a half hours constitute essentially 2 nights. I readily admit staying another hour & a half, for a total of 12 hours, but only after being told I was paying for another day. Twelve hours could be considered a half day or a day, but by no means can it be considered two days. Untrue.
As to my getting no response from IHG, a response stating they are trained & diligent doesn't make sense, is beside the point & still not a response.
The response mentions my check out being after staff had left made the room unavailable/not sellable. That is true & I understand. What I don't understand is why there wasn't at least one person working at 2:30 on a weekend. Either way, can a customer be liable for two days when the stay is under twelve hours. Besides, the room was available Saturday so renting at 4AM Sunday was already an extra day for them.
There response failed to mention the inaccurate billing. I have two bills & both list check in on 8/15, one departing 8/16 & one 8/17. In reality, I arrived & departed on 8/16. The bill's got one of the four days listed correct. This alone gives me reason to doubt how they conduct business. After all is said and done, there response just confirms I was ripped off.
Both in there conduct & response, I feel certain the business took advantage of the situation & are being less than truthful in there response.
I will give Holiday Inn Express, Fremont Indiana very negative review's to let people know how they charged $261 for a 10-11 stay.
Final Business Response /* (4000, 9, 2015/12/03) */
Contact Name and Title: Danielle [redacted] General Manager
Dear Guest,
I am sorry to hear that you do not agree to my previous response. We are a limited service hotel so I do not have housekeeping staff here after 2:00 pm I do apologize for that. I also have investigated your billing. Yes the second night is more but that is because the room was a higher rate for the second night it was also occupied for a longer period of time than when you arrived at 3:45 am. I understand your concern in regards to you being charged for two nights I truly do, but I have spoken to my owners and they are firm on their policy. We do care about each and every one of our guests. Our staff did sympathize with you as they did cut the rate in half assuming you would depart by 12:30 pm that day. I would love to further assist you in this matter if you could call the hotel direct and ask to speak with me then we can resolve this issue on a more personal level .
OFFER:
Speak to the General Manager
Danielle [redacted] by calling the hotel direct at XXX-XXX-XXXX
Initial Business Response /* (1000, 5, 2015/11/30) */
To whom it may concern;
This guest did check in at 3:45 am. At our hotel as a rule and most hotels, if a
guest checks in that far in advance to check in time which is 3:00 PM, they
are required to pay for two nights. This guest was advised...
when he checked
in of our policy. Front desk did sympathize with the guest and let him have
additional time as our check out is 11:00 am. Once our housekeeping staff
leaves for the day a room that is occupied and then checked out of after the
staff has left, is no longer sell able. Whether or not a staff member told the
guest they were not losing their job for him is unknown as both employees
involved in this situation are no longer employees here. I am unsure as to
whom he was emailing at IHG and did not receive a response from as IHG
and the staff at our hotel are trained and very diligent in their response to any
and all guest needs. I notified the management company in regards to this and
we do apologize but unfortunately this situation is not requiring a refund of
the guests money when the guest occupied the room essentially for two
nights. Had the guest checked out before housekeeping left for the day
making the room available to sell there would not be an issue. If there are any
further questions please feel free to contact me at the contact info. below.
Sincerely,
Danielle [redacted]
General Manager
Holiday Inn Express-Fremont,IN
6245 N Old 27
Fremont, IN 46737
260-833-6464
Initial Consumer Rebuttal /* (3000, 7, 2015/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I strongly disagree with the given response. First of all, it states I was advised on check in of a policy that requires payment for 2 nights on such an early check in. If that were the case none of this would've happened. I wouldn't have checked in, don't think many people would & it's absolutely not true.
It also states I occupied the room essentially 2 nights. How does a stay from 4AM Sun to 2:30 PM Sun, ten & a half hours constitute essentially 2 nights. I readily admit staying another hour & a half, for a total of 12 hours, but only after being told I was paying for another day. Twelve hours could be considered a half day or a day, but by no means can it be considered two days. Untrue.
As to my getting no response from IHG, a response stating they are trained & diligent doesn't make sense, is beside the point & still not a response.
The response mentions my check out being after staff had left made the room unavailable/not sellable. That is true & I understand. What I don't understand is why there wasn't at least one person working at 2:30 on a weekend. Either way, can a customer be liable for two days when the stay is under twelve hours. Besides, the room was available Saturday so renting at 4AM Sunday was already an extra day for them.
There response failed to mention the inaccurate billing. I have two bills & both list check in on 8/15, one departing 8/16 & one 8/17. In reality, I arrived & departed on 8/16. The bill's got one of the four days listed correct. This alone gives me reason to doubt how they conduct business. After all is said and done, there response just confirms I was ripped off.
Both in there conduct & response, I feel certain the business took advantage of the situation & are being less than truthful in there response.
I will give Holiday Inn Express, Fremont Indiana very negative review's to let people know how they charged $261 for a 10-11 stay.
Final Business Response /* (4000, 9, 2015/12/03) */
Contact Name and Title: Danielle [redacted] General Manager
Dear Guest,
I am sorry to hear that you do not agree to my previous response. We are a limited service hotel so I do not have housekeeping staff here after 2:00 pm I do apologize for that. I also have investigated your billing. Yes the second night is more but that is because the room was a higher rate for the second night it was also occupied for a longer period of time than when you arrived at 3:45 am. I understand your concern in regards to you being charged for two nights I truly do, but I have spoken to my owners and they are firm on their policy. We do care about each and every one of our guests. Our staff did sympathize with you as they did cut the rate in half assuming you would depart by 12:30 pm that day. I would love to further assist you in this matter if you could call the hotel direct and ask to speak with me then we can resolve this issue on a more personal level .
OFFER:
Speak to the General Manager
Danielle [redacted] by calling the hotel direct at XXX-XXX-XXXX