My hubby called this Holiday Inn Express for a reservation. He paid the amount agreed on at checkout, but our bank acct was charged $48 more. When I called the hotel, the manager (Teresa) claimed my husband had made the reservation thru a third-party vendor we’ve never even heard of, something called “getaroom.com.” I assured her that in fact, he made the reservation by calling her hotel location and was routed to what he was told was “Holiday Inn Express Reservations.” I told her we have his checkout receipt showing he had paid the amount he agreed to pay when he called. She refused to do anything. I asked for her superior and she claimed she had none. I told her that is absurd since HIE is a chain. She finally gave me the corporate office number. When I asked for her last name, she initially refused to give it to me, then gave me what I later discovered was a phony last name. I called the corporate number and got the same runaround and refusal to take action.
When my husband got home last night, he tried again, starting by calling the Natchitoches location’s number. He was initially told a manager was not there, then was routed to someone else. This person asked us to email a copy of the charge to our bank account, which we immediately did. She called back and told him she could not do anything and that our only option was to call getaroom.com. My husband asked why we should do that when we never knew he’d been routed to them by her office to begin with. To our knowledge, he contracted with HIE for a room, agreed on a rate, paid that rate to HIE when he checked out, and has the receipt to prove it. She still refused to take care of this. Shortly afterward, the owner of this hotel location called my husband back and said since it was booked thru a third-party, he could do nothing. My husband reiterated that at no time was he told the person he was routed to was a third-party and that in fact, when the person answered his call, he asked specifically if he was speaking to Holiday Inn Express Reservations and received an affirmative answer. Still, the owner refused to budge. My husband told him we’ve stayed at his location and many others all over America for the past 18 or more years and this would be our last HIE stay if this is how long-time customers are now treated. He didn’t care. He told my husband to do what he has to do.
So, beware of trying to book a room directly thru HIE. They scammed us and we won’t forget it. It’s not the money; it’s the principle. less
IHGService, Guest Relations Manager at Holiday Inn Express Hotel & Suites Natchitoches, responded to this review
Hi DALE F,
Thank you for writing a review about your recent stay with us and for choosing IHG for your lodging needs. I am sorry your stay experience did not reflect our customary service excellence surrounding your reservation. I'd like to take a look into your concern further. I sent you a private message to ask more information about the stay.
Thank you again for your feedback. I hope to hear from you soon.