My wife, son, and I stayed at the Holiday Inn Express & Suites in Brighton, MI the nights of 9/23 - 9/24/2022 to attend the U of M Homecoming game and do a campus tour. The night of 9/23, there was a huge wedding reception party on the outdoor patio 4 floors below our room. It was unbelievably loud, and even our son, who sleeps like the dead, couldn't sleep. The hotel policy as posted in the elevators is that the quiet hours start at 11 pm, and the patio closes at that time. Despite 3 calls/trips to the front desk, the party didn't end until 1:20 am, and the desk clerk the next morning said this was a problem, "we are working on."
To add insult to injury, the hotel charged our credit card $230 and $250, which I noticed shortly after we left the hotel, even though we had prepaid for the stay. I called and spoke with the desk clerk who looked in the computer and said we were charged for smoking in our room. Although we don't smoke, the hallway on the 4th floor smelled strongly of pot the night of 9/23, which is also not our thing. She said the charge was likely applied to the wrong wrong, went up to our room and verified that it was an error. I was told to call the manager, Marcus, the following day to request a refund....My wife, son, and I stayed at the Holiday Inn Express & Suites in Brighton, MI the nights of 9/23 - 9/24/2022 to attend the U of M Homecoming game and do a campus tour. The night of 9/23, there was a huge wedding reception party on the outdoor patio 4 floors below our room. It was unbelievably loud, and even our son, who sleeps like the dead, couldn't sleep. The hotel policy as posted in the elevators is that the quiet hours start at 11 pm, and the patio closes at that time. Despite 3 calls/trips to the front desk, the party didn't end until 1:20 am, and the desk clerk the next morning said this was a problem, "we are working on."
To add insult to injury, the hotel charged our credit card $230 and $250, which I noticed shortly after we left the hotel, even though we had prepaid for the stay. I called and spoke with the desk clerk who looked in the computer and said we were charged for smoking in our room. Although we don't smoke, the hallway on the 4th floor smelled strongly of pot the night of 9/23, which is also not our thing. She said the charge was likely applied to the wrong wrong, went up to our room and verified that it was an error. I was told to call the manager, Marcus, the following day to request a refund.
To make a very long story short, Marcus did credit our account for the $230, but he went dark after that, and the $250 charge remained on our credit card bill. Over a two-week period I called the hotel multiple times and left VMMs for Marcus, but he never returned my calls. I called the IHG guest relations line and opened a case. Despite calling IHG twice and being assured of 24 - 48 hour turn around, I never heard back from them either. My guess is they called Marcus, and he blew them off too. Still, IHG should have called me back. So, I submitted a dispute with our credit card company, which was just yesterday resolved in our favor.
I have stayed in a lot of hotels, and I have never had an experience remotely like this one.More
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