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Holiday Inn Complaint - Charged For Fictional Pets! - Pet Charge - $200.00
Pet Charge - $200.00 - Complaint
HOT SPRINGS, ARKANSAS -- Company Name:
Holiday Inn Express
Company Contact: 1 800 Holiday
Front Desk Clerk / Corporate Customer Service
Company Address:
4253 Central Avenue
Hot Springs AR 38011
Country:
United States
Company Phone
501-520-6400
Incident
My wife, son and I stayed at the establishment on 1/16/2009 - 1/18/2009 as part of a Cub Scout outing to the Mid America Science Museum. We arrived around 9pm on 1/16/2009 checked into our room. On 1/17/2009 4 other families from our Cub Scout Pack arrived and we toured the museum and they then too checked into the hotel. On 1/18/2009 I woke up to find my bill under the door as expected. Upon reviewing the charges I noticed a $200.00 Pet Charge added to my bill and highlighted in yellow. Assuming this was a typo or bookkeeping error I went down to the front desk and asked the front desk clerk, Leah to please remove the charge from my bill as I have no pets in the room. Much to my surprise she immediately displayed a defensive attitude and indicated that the housekeeper, Ana, had seen evidence of dog hair on a blanket in our room and the charge would not be removed. I immediately registered what she was referring to.
My 7 year old son had brought his favorite blanket and pillow from home and both of those items do indeed have dog hair on them from our dogs at home. I explained the situation to her detailing that there was no dog in the room or dog hair on any of the hotel furnishings, and that the housekeeper must have been referring to my son\'s blanket. I asked that she please send someone up to the room to verify. Leah indicated that there was no one to send and that she could not leave the front desk and the charges would not be removed. I then asked to speak to the General Manager On Duty listed on the sign behind her: [snip]. She told me that there was no manager currently on duty and I would have to wait to speak to him/her on Monday.
I asked if she would call him and she refused. I returned to my room, took pictures of all the hotel furnishings, sheets, towels, floor etc as best I could as I could see where this argument was heading. I then contacted 1 800 HOLIDAY and was given case number: 2301228. They attempted to call the local Holiday Inn and have Leah reach the manager on duty but were also unsuccessful. They indicated that I would have to contact them via the case number on Monday. I again asked Leah to contact the General Manager, and she again refused and threatened to contact security if my wife and I did not leave the front desk area immediately. Having no other legal recourse at this point I followed those directions and checked out.
On Monday I contacted 1 800 Holiday again and was told that the manager could not be reached and to please allow 48 hours from the time of the incident for a resolution. On Tuesday (today) I called again and they indicated that the local manager had indicated there was evidence of dog hair according to the housekeeper, and the charge would not be removed. The Corporate office indicated they would stand by the local branch and would not remove the charge and suggested if I had issues that I contact my credit card company and dispute the charge. I have contacted Discover card and asked that the charge be disputed, and they have made a note on my account to this effect. I still have to wait for the official charges to hit my bill before it can be taken further. I have since registered a formal complaint with the better business bureau and several other complaint sites to warn prospective customers.
I have pictures, and 4 other families who will vouch for the fact that there was no dog in that room along with the check that I have written to my dog sitter back home to watch the dogs while I was away for the weekend, and no one will take any action. I find these business practices very frustrating and will never stay at another establishment owned or operated by Holiday Inn.
Damage Resulting
$200.00 additional charge to my credit card. Being called a liar and accused of having fictional pets in front of my Cub Scout Pack of which I am one of the leaders.
1/28/2009 - Update
I received a survey from International Hotels Group (IHG) yesterday regarding my feelings on my stay at the Holiday Inn Hot Springs. I answered the survey and then noticed at the bottom a generic note that said something to the effect of "we thank you for your business" signed the Senior Vice President of Holiday Inn Brands. Being in I.T. myself, I figured their email formats were probably first.last@domain.com so I tried it and was able to mail him directly. I expressed my concerns, and he emailed me back almost immediately with a sincere apology and promise to get to the bottom of the issue. This morning, a lady from his office contacted me twice regarding the issue and promised to resolve the issue through the credit card company request and enrolled me in the Premier Club along with a complimentary 15,000 points equating to a free stay at one of their properties. It is unfortunate that I had to go all the way to the top of the food chain to get this resolved, however, the gentleman was very cordial and seemed to genuinely care that my issue was not treated with respect and prompt resolution. I will not mark this item as resolved until I can verify the charge has been removed from my account, but I can say that once I got to the right people the level of interest did improve.
Holiday Inn Express
Company Contact: 1 800 Holiday
Front Desk Clerk / Corporate Customer Service
Company Address:
4253 Central Avenue
Hot Springs AR 38011
Country:
United States
Company Phone
501-520-6400
Incident
My wife, son and I stayed at the establishment on 1/16/2009 - 1/18/2009 as part of a Cub Scout outing to the Mid America Science Museum. We arrived around 9pm on 1/16/2009 checked into our room. On 1/17/2009 4 other families from our Cub Scout Pack arrived and we toured the museum and they then too checked into the hotel. On 1/18/2009 I woke up to find my bill under the door as expected. Upon reviewing the charges I noticed a $200.00 Pet Charge added to my bill and highlighted in yellow. Assuming this was a typo or bookkeeping error I went down to the front desk and asked the front desk clerk, Leah to please remove the charge from my bill as I have no pets in the room. Much to my surprise she immediately displayed a defensive attitude and indicated that the housekeeper, Ana, had seen evidence of dog hair on a blanket in our room and the charge would not be removed. I immediately registered what she was referring to.
My 7 year old son had brought his favorite blanket and pillow from home and both of those items do indeed have dog hair on them from our dogs at home. I explained the situation to her detailing that there was no dog in the room or dog hair on any of the hotel furnishings, and that the housekeeper must have been referring to my son\'s blanket. I asked that she please send someone up to the room to verify. Leah indicated that there was no one to send and that she could not leave the front desk and the charges would not be removed. I then asked to speak to the General Manager On Duty listed on the sign behind her: [snip]. She told me that there was no manager currently on duty and I would have to wait to speak to him/her on Monday.
I asked if she would call him and she refused. I returned to my room, took pictures of all the hotel furnishings, sheets, towels, floor etc as best I could as I could see where this argument was heading. I then contacted 1 800 HOLIDAY and was given case number: 2301228. They attempted to call the local Holiday Inn and have Leah reach the manager on duty but were also unsuccessful. They indicated that I would have to contact them via the case number on Monday. I again asked Leah to contact the General Manager, and she again refused and threatened to contact security if my wife and I did not leave the front desk area immediately. Having no other legal recourse at this point I followed those directions and checked out.
On Monday I contacted 1 800 Holiday again and was told that the manager could not be reached and to please allow 48 hours from the time of the incident for a resolution. On Tuesday (today) I called again and they indicated that the local manager had indicated there was evidence of dog hair according to the housekeeper, and the charge would not be removed. The Corporate office indicated they would stand by the local branch and would not remove the charge and suggested if I had issues that I contact my credit card company and dispute the charge. I have contacted Discover card and asked that the charge be disputed, and they have made a note on my account to this effect. I still have to wait for the official charges to hit my bill before it can be taken further. I have since registered a formal complaint with the better business bureau and several other complaint sites to warn prospective customers.
I have pictures, and 4 other families who will vouch for the fact that there was no dog in that room along with the check that I have written to my dog sitter back home to watch the dogs while I was away for the weekend, and no one will take any action. I find these business practices very frustrating and will never stay at another establishment owned or operated by Holiday Inn.
Damage Resulting
$200.00 additional charge to my credit card. Being called a liar and accused of having fictional pets in front of my Cub Scout Pack of which I am one of the leaders.
1/28/2009 - Update
I received a survey from International Hotels Group (IHG) yesterday regarding my feelings on my stay at the Holiday Inn Hot Springs. I answered the survey and then noticed at the bottom a generic note that said something to the effect of "we thank you for your business" signed the Senior Vice President of Holiday Inn Brands. Being in I.T. myself, I figured their email formats were probably first.last@domain.com so I tried it and was able to mail him directly. I expressed my concerns, and he emailed me back almost immediately with a sincere apology and promise to get to the bottom of the issue. This morning, a lady from his office contacted me twice regarding the issue and promised to resolve the issue through the credit card company request and enrolled me in the Premier Club along with a complimentary 15,000 points equating to a free stay at one of their properties. It is unfortunate that I had to go all the way to the top of the food chain to get this resolved, however, the gentleman was very cordial and seemed to genuinely care that my issue was not treated with respect and prompt resolution. I will not mark this item as resolved until I can verify the charge has been removed from my account, but I can say that once I got to the right people the level of interest did improve.
Comments:
Posted by Ghost of Doc J on 2009-01-20:
Since you have proof your dogs were not with you, this should be a slam-dunk. I know there are easier measures, but the reality is, you were slandered in front of your young charges. This one is worth spending $100 on an attorney's demanding removal of the charge and reimbursement for legal expenses. Thus far, you did everything right. Now, follow thru.
Posted by PassingBy on 2009-01-20:
I went though the booking procedure and there's no mention of an extra pet charge. Maybe their charge is also fictional if you know what I mean.
Posted by Ghost of Doc J on 2009-01-20:
Excellent point PassingBy!! The maid noticed 'dog hair' on the bed clothing. How did the maid know it was 'dog' hair? How did the desk person know it wasn't 'dog hair' from a preceding guest? Not wanting to discuss it and threatening the questioning consumer with the police (malicious prosecution) sure makes this look like an attempted shakedown of the poster. Kudos, PassingBy!
Posted by bargod on 2009-01-20:
The dog hair was on the kids blanket and pillow from home. So the hair(other than a few stays) wasn't even on the hotel bedding. Certianly does'nt warant a 200$ charge.
Fight the good fight on this one.
Fight the good fight on this one.
Posted by ChargedForFictionalPet on 2009-01-20:
Thank you for all the support. I have sent in the pictures to be posted with this article. Does anyone have any comment on the proper way to proceed from here? I really have no experience with lawyers other than the notion that it generally costs one more to fight something than it'd be worth in the long run, but I do not want to let this slip by as I feel they definitely did act in a irresponsible manner.
Posted by KenPopcorn on 2009-01-20:
I would also dispute the charge with your credit card company. They will likely go to bat for you.
Posted by Ghost of Doc J on 2009-01-20:
Poster - see if a local law school has a legal aid clinic if you want to pursue the civil law aspects. But, remember, there are law enforcement resources available at no cost to you. A lazy department may tell you this is a 'civil matter'. NOT entirely. There is reason to suspect that this hotel is shaking down guests for $200 with specious pet charges. Ask, politely, that the hotel be investigated for this possibility. All you need to do is fill out a police report. Good luck!!
Posted by Principissa on 2009-01-20:
This is a shake down plain and simple. The only evidence that they have of a pet is from a blanket and pillow brought from your home! The pet hairs were not on the hotel linens and there was no other evidence of an animal. I say you clearly deserve a refund. You did the right thing by disputing this with your credit card company and I hope that they refund that 200.00 bucks. And the desk clerk who threatened to call the police on you needs to be fired if that is how she treats customers who are questioning the policies.
Posted by Soaring Consumer on 2009-01-20:
Voted helpful. As stated before, dispute the charge with your credit card company. If they have the nerve to try suing you in small claims, file a counterclaim. Good luck.
Posted by ponderstibbons on 2009-01-26:
Try emailing Christopher Elliott, professional travel ombudsman. http://www.elliott.org/
Many times companies like this will back down rather than being publicly embarassed on his website.
Many times companies like this will back down rather than being publicly embarassed on his website.
Posted by wallflower on 2009-01-26:
I agree with the above people to contact your credit card
company.They will go to bat for you.We had a similiar case
with another chain where they charged our credit card $250
for smoking in a hotel room.Without any evidence(they
legally have to see you do it.In this case the dog in the room to charge you) except the word of the maid we ran into
the same problem only different thing(cigarettes not dogs)
The Credit card company took off the charge.I wrote our
assembly person about charging our credit card without first contacting the person being accused.There is legislation that will be hopefully put an an to these type
of practices.
company.They will go to bat for you.We had a similiar case
with another chain where they charged our credit card $250
for smoking in a hotel room.Without any evidence(they
legally have to see you do it.In this case the dog in the room to charge you) except the word of the maid we ran into
the same problem only different thing(cigarettes not dogs)
The Credit card company took off the charge.I wrote our
assembly person about charging our credit card without first contacting the person being accused.There is legislation that will be hopefully put an an to these type
of practices.
Posted by wallflower on 2009-01-26:
Another part to my suggestion.You don't need an attorney.
Write your letter to the credit card company.They will stand behind you.
Write your letter to the credit card company.They will stand behind you.
Posted by wallflower on 2009-01-26:
Another part to my suggestion.You don't need an attorney.
Write your letter to the credit card company.They will stand behind you.
Write your letter to the credit card company.They will stand behind you.
Posted by aaronssucks on 2009-01-26:
I just read your complaint with great interest. You were treated unfairly,to say the least! Until last Thurs., when I was layed off from my job, I worked at a hotel that is part of another chain. At that hotel, guest satisfaction is priority one. If any front desk person treated a guest the way you were treated, they would be fired on the spot! Don't give up! Find out who the contact person at Holiday Inn's corporate headquarters is and contact him or her. If you contact the regional manager, he SHOULD help you out. Good Luck!
Posted by jktshff1 on 2009-01-26:
Good post. good luck
Posted by ~~mike~~ on 2009-01-27:
You handled this incident better than I would have. I would have left the front desk, called the police, myself, and then had them come in and investigate that there were no pets in the room, in my car, or any of my friends' rooms. Then I'd explain to the cops what had happened and see if they'd take your side. I'd have told the cops that the front desk FORCED the charges on you and threatened to call the police if you complained about it.
What a bunch of thieves. Due to this particular incident, My family and I will NEVER stay at another Holiday Inn again as long as we live. What a crock this is.
What a bunch of thieves. Due to this particular incident, My family and I will NEVER stay at another Holiday Inn again as long as we live. What a crock this is.
Posted by 3bells on 2009-01-27:
I'm like you, Mike. I'd be afraid now to stay at that chain. It's one thing that there might be a bad apple in the barrel, but the fact that the company itself won't investigate or do anything is a real turn off.
I also have disputed credit card charges twice, having saved proof of my claim, and both times the charges were removed without a problem.
Good Luck!
I also have disputed credit card charges twice, having saved proof of my claim, and both times the charges were removed without a problem.
Good Luck!
Posted by ChargedForFictionalPet on 2009-01-28:
1/28/2009 - Update
I received a survey from International Hotels Group (IHG) yesterday regarding my feelings on my stay at the Holiday Inn Hot Springs. I answered the survey and then noticed at the bottom a generic note that said something to the effect of "we thank you for your business" signed the Senior Vice President of Holiday Inn Brands. Being in I.T. myself, I figured their email formats were probably first.last@domain.com so I tried it and was able to mail him directly. I expressed my concerns, and he emailed me back almost immediately with a sincere apology and promise to get to the bottom of the issue. This morning, a lady from his office contacted me twice regarding the issue and promised to resolve the issue through the credit card company request and enrolled me in the Premier Club along with a complimentary 15,000 points equating to a free stay at one of their properties. It is unfortunate that I had to go all the way to the top of the food chain to get this resolved, however, the gentleman was very cordial and seemed to genuinely care that my issue was not treated with respect and prompt resolution. I will not mark this item as resolved until I can verify the charge has been removed from my account, but I can say that once I got to the right people the level of interest did improve.
I received a survey from International Hotels Group (IHG) yesterday regarding my feelings on my stay at the Holiday Inn Hot Springs. I answered the survey and then noticed at the bottom a generic note that said something to the effect of "we thank you for your business" signed the Senior Vice President of Holiday Inn Brands. Being in I.T. myself, I figured their email formats were probably first.last@domain.com so I tried it and was able to mail him directly. I expressed my concerns, and he emailed me back almost immediately with a sincere apology and promise to get to the bottom of the issue. This morning, a lady from his office contacted me twice regarding the issue and promised to resolve the issue through the credit card company request and enrolled me in the Premier Club along with a complimentary 15,000 points equating to a free stay at one of their properties. It is unfortunate that I had to go all the way to the top of the food chain to get this resolved, however, the gentleman was very cordial and seemed to genuinely care that my issue was not treated with respect and prompt resolution. I will not mark this item as resolved until I can verify the charge has been removed from my account, but I can say that once I got to the right people the level of interest did improve.
Posted by BokiBean on 2009-01-28:
I'm so glad you heard back from them! At least you know SOMEONE cares, even if you had to go to the top.
Posted by Ghost of Doc J on 2009-01-28:
Outstanding! Looks like it was a 'local issue' after all. I would not want to be the property's manager when IHG's SVP calls.
Posted by jktshff1 on 2009-01-28:
Great! Keep us posted. Just keep your cool.
Posted by wood.smoke on 2009-01-31:
The Attorney General would like to hear about this: http://www.ag.arkansas.gov/contact_us.html
Another is the National/State Park liason in Hot Springs: http://www.nps.gov/hosp/contacts.htm
This will put a damper on those terrible actions! I am sorry you had that bad experience. Arkansas has a lot to offer for those who love the beauty of Nature.
Another is the National/State Park liason in Hot Springs: http://www.nps.gov/hosp/contacts.htm
This will put a damper on those terrible actions! I am sorry you had that bad experience. Arkansas has a lot to offer for those who love the beauty of Nature.
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