Cancellation Policy
Complaint
Rimas Butkys
Country: United States
I used the on-line system for Holiday Inn to book a reservation for trip about 2 months in advance. After selecting the city using a AAA rate, I was e-mailed a confirmation which was not what I selected on-line, so I immediately cancelled the reservation. Then I rebooked the reservation for the correct city. I then noticed that they ended up still charging me $600 for the previous reservation. They said that I had booked an advanced purchase rate (which just happened to be the same rate as the AAA rate) and that I could not get a refund for it. Imagine that, even though I cancelled it 2 minutes after getting the e-mail notification. This is compeletly a scam because they keep your money and then rebook to another customer.
Interesting also that the difference between the advance purchase rate and the regular rate was only a couple of dollars. Why would anyone try and save a couple of dollars and have those restrictions placed on them on a $600 reservation. A call to the hotel didn't help and they were down right rude. Since they are franchised chain, they don't really care what the corporate department says. I called them, and they said that they could not do anything either. This was after several calls, where no one would return any calls. I am a business traveler and can't imagine anyone being trated this way. I could even half understand it if I was trying to cancel a day before. The AAA rate or others you can cancel up to 6:00pm that same night.
So before you book another hotel with Holiday Inn, make sure that you understand what you are getting into. Not just the rate, but if you have an issue with a specific hotel, you will be at the mercy of the mom and pop shop. It is not like a Marriott or Hilton where you have some recourse.
Interesting also that the difference between the advance purchase rate and the regular rate was only a couple of dollars. Why would anyone try and save a couple of dollars and have those restrictions placed on them on a $600 reservation. A call to the hotel didn't help and they were down right rude. Since they are franchised chain, they don't really care what the corporate department says. I called them, and they said that they could not do anything either. This was after several calls, where no one would return any calls. I am a business traveler and can't imagine anyone being trated this way. I could even half understand it if I was trying to cancel a day before. The AAA rate or others you can cancel up to 6:00pm that same night.
So before you book another hotel with Holiday Inn, make sure that you understand what you are getting into. Not just the rate, but if you have an issue with a specific hotel, you will be at the mercy of the mom and pop shop. It is not like a Marriott or Hilton where you have some recourse.
Comments
If you had wanted to gamble, you would have played the lottery, not booked a hotel reservation.
You corrected the error immediately when you found it, and in fact still booked your correct reservation thru them. Dispute the erroneous transaction thru your credit card company, and file complaints with both AAA and BBB.
If they argue "contract", you argue "disclosure", and "confusing and misleading". If they are going to market with predatory practices, you nail them on their failure to disclose their predatory practices.
I was to travel to visit a friend that just had a baby, and it is a surprise visit to her. The husband phoned me on Monday morning to let me know that my friend had complications and that it is best if i do not come to visit. So, i immediately got online to cancel the reservation and was denied. I phoned your hotel directly and was told that you have the power and authority to modify/cancel these reservations as I unknowingly made a reservation that couldn't be modified or cancelled. I had NO IDEA that i did this. In fact, the confirmation notification email that i received does have language to that effect, but also has language that indicates that you can cancel the reservation as well as an icon that shows modification/cancel options. In addition, i immediately checked my card and there was no 'hold' or charge, and ther is no payment information on the Reservation confirmation. (this doc is attached)
I am respectfully asking that i be permitted to cancel my reservation # 68620667 as i will no longer be travelling to CA in the immediate future. I placed my desired times and dates in your online registration and was not aware that this option would not allow for any changes. I can understand if i had called to cancel the day before and you couldn't re-book the rooms, but I notified your establishment within 48 hrs. of booking this reservation.
Holiday Inn is scamming people with their tricky online booking system, which clearly doesn't display the 'Advance Booking' option. I remember booking a non-advance reservation and still my reservation was categorized under advanced booking reservation.
My problem is with the HIExpress in Edgefield, Md.
I too am having the same problem. I booked online and make the mistake of not scrolling down to the bottom of the page where it gives you choices for flexible rates. Those rates are just a little higher than the discounted rates. Not much savings.
I needed to change my reservation and it was then I discovered I could not.
I called them (The next day) explaining that I made a mistake and it was nver my intention to book the other rate. I did not get anywhere after talking to the manager, General manager or Corporate. They could issue me a credit for another stay but I would need to tell them exactly when I was coming.
So I am out about $800.00. I am sick about this. I am interested in knowing if any of you are taking additional action and if so what? Do you think I can dispute this on my VISA
Biggest scam ever! I will shout it from the roof tops and will NEVER stay in a Holiday Inn again. If this is how they treat their "Priority Club" members, I wonder what they do to regular customers????
Moral of the story- quit trusting the internet people. We need to put more use out of human beings that have front desk jobs to stop these issues. Next time you wanna make a reservation dont just cancel Holiday Inn out because of an experience at a different one. Call the front desk, ask for a real front desk agent, and get the facts. 9 times out of 10, these advance payments issues won't happen. Make those front desk people work for their money and you will feel much better about trusting them with your stay.