Help! Holiday Inn Express have ripped me off!

UKHCGirl

I booked a Holiday Inn Express (Essen) room in April for 2 nights in July. 10 days later, i found a 2-1 deal, and as the other rate was flexible, i cancelled the original and rebooked the 2-1 rate.

On the 19th April, Holiday Inn took £69 off my visa electron debit card, which was as stated when i first booked and is all fine. I have spoken to my bank and this HAS happened.

We arrive to the hotel, and the lady at the desk says that i had not paid. I dispute this, showing her the email saying that the money will be taken out of my account between the booking and the stay. Obviously, i dont carry around a debit card statement with me everywhere i go. She said she would speak to her manager on the monday.

Upon check out, i asked the manager at the time, a blond lady, if i had been charged again.. she laughed and said, no, of course not.. you have paid the 69 that you owe.

SO IMAGINE MY SURPRISE when i look at my online banking and see that the holiday inn have charged me AGAIN (on the 3rd July 2010), for the sum total of 69€..

I have tried sending them an email of complaint via their website. They do not send you a reference number, nor acknowledge that the email has been receieved.

I also find it disgusting that, when you phone to talk to a holiday inn representative here in the uk, its 10p and in the US its a free number.

I am stuck as to what to do. Please help.

UKHCGirl

Just FYI, in the message i sent them, i included all information, including cancellation numbers and reservation numbers.

I am livid.

Pelican_eats_pigeon

I would consider contacting your bank to action a chargeback on the duplicate transaction.

KeithP

UKHCGirl wrote: »

I also find it disgusting that, when you phone to talk to a holiday inn representative here in the uk, its 10p and in the US its a free number.

You may find it disgusting. I cannot comment on that.

Have you tried looking for an cheaper number on SayNoTo0870?

Alternatively go to the US of A to make your phone calls.

Takecareofthepennies

HI are usually pretty good at keeping customers happy. How long have you been waiting for an answer?

Now I am a little confused as to what payments were taken for which reservation. I believe HI do not take advance payment for "Best Flexible" rates, only for "Advance Purchase" and other special-offer (like your 2-4-1) rates. Was the 19th April charge for your first or your second booking?

Since you have given them all the details, I am confident they will sort it out for you. Give them the benefit of the doubt and consider it a genuine mistake for now.

UKHCGirl

The 19th payment was for the 2-1 rate. Then took payment for it again. I am hoping this all resolved soon as i want to use them again, and am looking to book a hotel at christmas, but if i dont get them money back, i will be avoiding like the plague.

also, i am back in the same town next month, so if i havent heard back, im thinking about paying the manager a visit to discuss face to face.

spender

whenever I have had a query I phoned the hotel direct and they have sorted it there and there. We have booked for Bath on 2 for 1 and they charged me more so I phoned them and immediately rectified the mistake. I found a land line number by searching for the Holiday Inn express Bath and it is there on their website a landline number!

withabix

I've have done over twenty 2-for-1 stays this year so far.

Never had a problem with overcharging.

However, I have only actually been charged BEFORE the stay once so far, although I am a PriorityClub Gold (and next week, Platinum), so I don't know if that makes any difference.

They should refund without any problem for the original flexible booking, as long as you cancelled before the deadline, which it would appear that you did.