My husband and I came in at 12:30 in the morning. We drove all night and we’re very tired. The clerk at the front desk told us we would not be able to check in because her system was down. I asked her what time would the system be up again and she said she did not know. Because my husband has congestive heart failure and other medical issues, he needed to rest as soon as possible so then I left the lobby and told my husband who was in the car that the system was down. I then returned to the lobby to ask the clerk for an update. There was no one in the lobby and there were customers waiting. I then decided to wait. After 20 minutes I went back to my car and by then I could see my husband was really struggling and needed to lay down. I then called ******* and asked the lady to cancel our stay. She said she would call the hotel to see if they would reverse the charges and by the time she returned my call, we left the hotel to find another place to stay. Upon answering the phone, she said the hotel refused to reverse my charges, and that I could check in at that time. Remind you by then we were already miles away from the hotel. To say that this was the most unprofessional experience that I’ve ever had with Holiday Inn express is an understatement. ******* was very helpful in that ******* agreed to reimburse me for this stay, though the hotel still took the money from my card. This was a very unfortunate occurrence and I will contact corporate about this incident asap.
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