Parking Eye - Heathrow

angrymotorist2022

Hi all,

I've got a parking fine from Parking Eye when staying in Staybridge Suites hotel in Heathrow. There was no payment machine so you had to pay at reception. The incompetent staff at reception undercharged us. We've complained but still trying to get an update to see if the manager can remove the fine. 

So we're still on plan A with complaining to the local business. The manager emailed us before to say they can try to remove the fine but can't guarantee it as it's our responsibility to pay the correct amount for parking. This just feels wrong as we stayed a number of days spending significant money in the process and had no intention underpaying for parking, we just needed the reception staff to do their job correctly and charge us the correct amount using all the information they have collected on their computer system.

Planning to speak to someone more senior at IHG headquarters if needed and continue to complain but what's the best route from there if Staybridge Suites/ IHG refuse to remove the fine?

Thanks in advance!

Coupon-mad

Best route after plan A fails (unlikely because the hotel only needs to send PE an email!) would be appeal to PE proving the hotel stay and attaching the email trail of your hotel group complaint, that I hope wasn't done by phone. ParkingEye won't want to rock the boat & risk a lucrative hotel group contract.

Fruitcake

It is not a fine. 

I got a parking charge notice cancelled by the manager of a Holiday Inn Express (IHG) hotel last year, but I also complained to the UK CEO of IHG, Mister Elie Maalouf, whose office was aghast at the actions of the parking company employed at the hotel, although it was not PE in my case.
Whilst IHG (probably) won't own the hotel, the hotel owners will not want the wrath of IHG brought down upon then for sullying the good name of the franchise.
The IHG CEO's assistant contacted the hotel direct, but as it happened, the hotel manager had already instructed the parking company to cancel. It may have helped that I have been an IHG Rewards member for over twenty years.
I suggest a two pronged attack. One to the hotel manager and one to the UK IHG CEO. If you are an IHG Rewards member, it is worth mentioning, and include your membership number. If you are not, but use the hotel chains regularly, it is worth joining. I get several free nights per year as a result. You might want to join first, then state you are a rewards member, but not for long if each stay/day comes with a £100 surcharge due to staff incompetence.

This is the email address of the IHG corporate office.

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This is the email address of the UK CEO of IHG.

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It may not work, but IHG appear to use a standard format for email addresses, so it would be worth including this one in your complaint emailing list. If you get a bounce back, try .co.uk instead of .com.

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angrymotorist2022

It looks like the case has been closed by Parking Eye on request of the hotel manager.

It simply says "Please note that this invoice/reference/case number is closed. No further action will be taken against you in this matter. Should you still wish to submit a communication please click continue below."

Would be more satisfying to get some kind of clear confirmation of why it was closed but I'm not complaining.

Thanks so much to Coupon-mad and Fruitcake for your help!

Fruitcake

Good. Plan A worked. Thanks for letting us know.