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I was caught by the fine print in the 102 pages of "Company Policy" when making an online reservation. Holiday Inn Express now requires pre-payment on all online reservations. The fine print states that there is a no refund policy for any part of the reservation. I had booked 3 days in a HIE in South Carolina for an event. Unfortunately, I was only able to attend for one day and asked for the policy on refunding the unused portion of my pre-payment. I was told there was a zero refund policy which I found shocking. After discussing it with the manager, he told me to contact HI corporate and I should get satisfaction. He even gave me the telephone number. After contacting corporate customer service, I was told there is a no refund policy and any recourse would have to come through the local franchise where the reservation was made. So both parties are pointing at each other. The long and the short of it is that I paid $451.04 for a one night stay in a freaking Holiday Inn Express. Let the buyer beware when booking with these people. I know I'll never stay with them again in this lifetime.
I was actually told that if I had made the reservation by telephone, then this policy would not have been in play. It appears that Holiday Inn is taking advantage of online customers in this respect. I have been staying in Holiday Inns and Holiday Inn Expresses for decades and have never had this problem and yes, I have not had to pay for reserved dates that I did not use. The difference is that I booked the stay over the telephone and gave a CC number FOR A DEPOSIT ONLY. If I did not show up for the reservation I would be charged for ONE NIGHT. Not the entire stay. Having said that, I have learned my lesson and will not only never stay with them or any of their companion hotels again, I will go out of my way to tell everyone that will listen about this incident. When I began researching this issue, I googled "Holiday Inn Complaints" and got 11, 110, 000 results. If this is the way that Holiday Inn runs their business, they won't have a business for very long.
The complaint has been investigated and resolved to the customer’s satisfaction.
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