Liz Egland thinks she has a reservation at a Holiday Inn. But she’s wrong. The hotel has canceled her reservation and wants her to pay more than double to get it back. Is it allowed to do that?
Question: I made a reservation at the Comfort Inn in Troutdale, Ore., this fall, and received a confirmation number. At that time I was told that the hotel was in the process of being sold and would become a Holiday Inn Express and the reservation would be honored.
Last month, I got a call from the Comfort Inn that the sale had gone through and to contact the Holiday Inn Express Troutdale directly to verify my existing reservation. When I made this call, they indicated they no longer had a reservation for me, so they will not be honoring the contract I had with the Comfort Inn. Read more “They renamed the hotel and canceled my reservation”
Question: I was scheduled to attend a veterinary dental seminar in Colorado a few months ago. Somehow, I accidentally booked a room at the Holiday Inn Express and Suites Colorado Springs for an entire month — February 16 through March 16 — and I didn’t realize the mistake until the day before my departure. Read more “The strange case of the dog bite and the $2,305 hotel bill”
Question: We recently checked into the Holiday Inn Express Hotel Poulsbo in Poulsbo, Wash., and experienced a lapse in service. We need your help with a refund.
There was a winter storm with ice on the road, and after a treacherous drive from the Kingston Ferry, which was shut down after we disembarked because of wind, we arrived in Poulsbo. We checked into the hotel at 5:30 p.m. or so. At 6:45 p.m., the lights went out. Read more “The lights went out, but Holiday Inn kept my money”
Question: I have recently had a problem with Hotels.com, and I hope you can help me. I called them to reserve one room at a Holiday Inn in San Francisco. This was to be a gift for my two granddaughters.
I was sent two email confirmations, which I assumed were duplicates since they both were for one room for two nights. My granddaughters were given two keys when they arrived. They showed the desk clerk the confirmation, but were told the reservation was for two rooms and that they were prepaid.
It turned out that each room had only one bed, so the girls did use both rooms. I received my Visa bill the next day and saw that I was billed for two rooms — two different charges for $302 each.
I called the Holiday Inn and was told that it was Hotels.com’s problem. The reservation that was made was for two rooms, and they had nothing to do with the billing. Hotels.com denies that they made an error, and that because the girls used both rooms, they would not refund the money.
I feel they made the mistake in reserving two rooms, and I should not be made to pay for the extra room, even though it was used. Is this the way they make money? — Nula Fales, Elk Grove, Calif.
Answer: Certainly not. If you only ordered one room, then Hotels.com should have only given you one. Any business that tries to sell you more than you wanted, wouldn’t last very long online, or anywhere. Read more “Two rooms with one bed — and no refund”
If you thought hotels just stock the minibar in your room with overpriced bottles of Fiji in order to line their pockets, think again. Sure, at $6 or more per container, it’s liquid gold — but it could also prevent all of your guests from getting sick when the tap water is no longer safe to drink.
Question: I recently had an unpleasant experience with a Holiday Inn that became a Wyndham property in Boca Raton, Fla. I was hoping you could help me sort things out.
I booked a refundable room for my son at the hotel. I had the choice between prepaying a lower nonrefundable rate or a higher, refundable rate. I chose the refundable rate because I wanted to be flexible.
I assumed the hotel would charge my credit card at the end of my son’s stay. But somewhere between the time I made the reservation and the time my son checked in, the Holiday Inn converted to a Wyndham, and my credit card was charged the full $753. From my perspective, the hotel had changed the terms of its reservation by charging the cost of the full visit in advance without informing me.
I disputed the charge with American Express and they sided with the innkeeper because my son had approved the rate we originally agreed to. I don’t think I was treated right. What do you think? — Harvey Kaplan, Boca Raton, Fla.
Answer: I think if you prepaid for your hotel stay, you should have been offered a prepaid rate, which is less expensive than the price you paid for your fully refundable room.
Question: I think that you may be my only hope! My father and I were supposed to meet in San Antonio before a conference. Lucky for us, the weekend that we were to be in San Antonio was the same weekend Hurricane Ike plowed through Texas. After experiencing Gustav just two weeks prior in Baton Rouge, I was not very keen on going for round two. My flight was canceled, anyway.
We had made reservations at the Holiday Inn on the Riverwalk for the weekend. The rate was pre-paid and nonrefundable, which at the time of booking was fine. However, when we saw where the hurricane was headed, we called to cancel our reservations independently.
After some discussion about the storm, the hotel told us both independently that, due to the extreme circumstances, we would receive refunds. I have an e-mail from the hotel regarding my “refund.”
Despite numerous e-mails to the hotel over many months, we’ve received nothing. Any assistance that you can offer me would be greatly appreciated. — Kristin Budden, Baton Rouge, La.