Cancellation Policy

ComplaintsHotelsHoliday Inn

Complaint

0
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.

Comments

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  • 0
    Gotcha in Chesterfield, MO
    Here we are in June 2015 and the same problem with Holiday Inn Express on-line bookings continue.
    My situation follows the path of many documented on this site . . . made a reservation on-line; booked what I thought was a refundable transaction only to find once my confirmation appeared that it was not. I am not a novice at on-line transactions; know how to read and understand "legalize."
    The trip to Boston - HIE Express, Boston Garden - had to be canceled for an assortment of reasons. HIE charged me the full amount (plus tax!) for the time I was to be there - which when canceled was 2 weeks prior to the scheduled arrival date.
    Of course I put a "dispute" claim on my credit card.
    IHG Rewards Club people were less than helpful in trying to ameliorate this mess. They stuck by their guns that the policy is the policy and no way, no how will a refund be issued.
    I am pursuing this through my credit card company, but feel that I was "had" and most likely will wind up paying something.
    However, I plan on fighting them (HIE/IHG) with all my resources for an outcome favorable to me.
    Bottom line: Traveler beware of HIE Boston Garden and their misleading, misrepresented and scam-type operation regarding on-line bookings.
    Irrespective of the outcome - I am finished with IHG properties.
  • 0
    Wendy S
    Same old stuff still happening . . .Tried to cancel prepaid reservation for six nights stay due to an unexpected illness on my part.  Spoke with two different people at the Holiday Inn Rosslyn, Arlington, VA - Lindsey, Front Desk, and Cynthia, Reservations Manager.  Neither would let me speak with the hotel manager (apparently in meetings for hours or not in his office).   Called IHG guest relations - even worse experience with operator blaming me for trying to cancel the reservation.  I will never stay at another Holiday Inn.  I will recommend to all friends, family, and strangers on the street that they avoid doing business with any facility connected to IHG.  Will be leaving as much negative feedback as possible with various social media and internet websites.
  • 0
    Eddie C.
    Made a reservation on 18th Nov 2015, canceled same reservation on 23rd Nov 2015 (This was for a stay on 4 Dec 2015). The reservation was canceled 12 days prior to the stay. However Since it was an "Advanced Purchase" it is Non-Refundable. We have lost $675 and have no recourse. What a scam.

    STAY AWAY FROM HOLIDAY INN EXPRESS.
  • 0
    Andrew
    I am having the same problem 3 years later HOLIDAY INN EXPRESS IS A RIP-OFF NEVER DO BUSINESS WITH HOLIDAY INN EXPRESS
  • 0
    GORDIE
    Same bull. I booked a room dec 18 2015 for march 26 2016 cleveland holiday inn express .Event i was planning on attending was cancelled. Called two weeks in advance to cancel was told i gave up entire nights stay 178.00 as apenalty.  What f***in rip off. This company needs to sued in a class action law suit!!!!!!!!!!!!!!!!!
  • 0
    Stan
    So glad I found this page, as I realised that I have been ripped off by peanuts compared to a lot of others. I booked three nights, a week in advance, only to find out the next day that I had to come back a day earlier. I was happy to find a "Change booking" button in the confirmation email, so I changed the booking and received a new confirmation with the price reduced by one third. Only when I got to the hotel I was informed that the full 3-day stay had already been charged to my credit card and was non-refundable. I found their web site absolutely misleading about the cancellation policy. Why would I be offered a "Change your booking" link and receive an update with a reduced price after the change if they were going to keep the full price of the original booking? I thought that there was a law that hotels are only allowed to keep the money if they are not able to re-sell the room, but I can't find it any more. Seems like a systematic rip-off that has been going on for years now. Really a pity, as the stay was very nice except for this.
  • 0
    RevDave
    My wife and I got caught by this same scam.  We reserved a room 8 months in advance because my wife's a nurse and requires that kind of lead time.  My cardiologist just raised the possibility of a procedure in September making travel and walking in Washington DC out of the question.  I cancelled not knowing the trap Holiday Inn set for us.  We can't get our money back, can't be credited for stays at another Holiday Inn and we can't reinstate the original reservation.  Nothing.  That's $2100 of my retirement gone for nothing.  Holiday Inn must be shooting for being the United Airlines of the hotel business.  Stay away for them.
  • 0
    allemby
    Just lost 329.80 GBP, I made a reservation (04 April 2018 for 2-3 July 2018 room)  at Holiday Inn Express London-Wandsworth. I cancelled my reservation (19 April 2018 well in advance of occupancy on July 02-03 2018) and I am in receipt of a cancellation number, after waiting a considerable period for a refund I contacted the hotel to find out why, I was told the rate chosen was non refundable.
    The website booking page clearly states a fully prepaid deposit is required, OK understandable, however they extracted the total amount of my booking, the site also clearly states any cancellation will resuly in the forfeiture of the deposit + taxes, OK no problem, Since when does a deposit equal full payment, I doubt there would be a lawyer in the world who would say a deposit is the same as full payment.
    I am  rewards club member I do feel scammed and suggest Holiday inns group review their customer service policy especially the part 'customer service'
  • 0
    Garrick
    In every instance of unethical and obvious bad business practices, make a formal complaint to the BBB and write to your congressman. This is a consume protection issue and may require congressional legislation to rectify.  Hopefully, the many complaints to elected officials may prompt a congressional hearing.
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