Holiday Inn reviews and complaints 1
View all 279 complaintsHoliday Inn - racism
Racial policies
I sent this e-mail of complaint to holiday inn express in irondequoit, ny and as of yet have received a response. I will never ever patronage them again. My e-mil of complaint is as follows:
I paid for a room reservation through expedia for april 19, 2010. I and my 11 year old son went to check in. However, the hotel requested a $25 incident fee but my card I used to reserve and pay for the hotel room did not have any funds and it declined. I explained to the hotel that there was never any mention of an incident fee from expedia or even on my confirmation receipt for the hotel room I paid for. I explained to them that the only thing I could provide to them was a check because I was unaware of an incident fee.
I have used expedia and priceline to pay for hotels many times and upon check in they request my id to confirm I am who I am suppose to be and the credit card to verify it is the card that I paid for the room with. My most recent hotel stay was at a resort in virginia beach, va in february; in which the clerk asked for my id and I presented it, when I handed her the credit card she replied, "oh I don't need that you already paid for the room; enjoy your stay; and should we need to charge you any thing additional we have your card account information". I do not understand why I and my medically fragile diabetic 11 year old son had to be turned away when no other hotels have ever requested an incident fee. This messed up me and my son's spring break plans.
I truly feel that the only reason an incident fee was requested was because of the location being close to the urban area of rochester where african americans frequent and further feel that the incident fee was solely based on racism! It was based on the fact that I was african american and the area is located where many african american frequent; I am almost positive that had I been white a incident fee for an already paid for booked/reserved hotel would not have been requested! I am truly upset, perturbed, and outraged at such an open and racist move of the holiday inn express in irondequoit, ny. Your staff let $98 just walk out of the door; yes they refunded my account but I feel your company should provide me with complimentary accomdations for this racist move! I am outraged and will contact the media if need be.
The complaint has been investigated and resolved to the customer’s satisfaction.
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I have worked in hotel management in a number of places over the years- and hotels ALWAYS get a credit card for incidentals- they authorize it for a small amount ($25 usually) and once the hotel is checked out of- the money is refunded. It is NOT an additional fee- unless you smoke in a non smoking room, ruin furniture, or do any wear or tear that is unusual for a single night's stay. The authorized amount also covers long distance phone calls, internet fees (if any) etc. Stop pulling the racism card- it is simply how the hotel world works. For those stays where you were NOT asked for a credit card for incidentals- I would have written that employee up- as it poses a liability risk for the hotel.
@Irish, for the trying it out game, I say go for it, it just might work and at the same you try to have a hidden camera and post it with it, I would love to see the whole reaction of it all LOL
I first believed her that this is racism. However when she demanded free accomodation I knew what this letter is truely about and it has nothing to do with racism. Just the fact that she is asking for free accomodation makes me wonder if it was racism or she is just using it as an excuse to try to get a freebie.
actually they wont provide that since you dont have any visual proof of it. Something like this happen to me as well, I ordred a hotel online not through expedia but directly through my members card so they booked it for me and they told me specifically that there were NO ADDITIONAL FEE's, yet when I went to the location of the hotel, I was told that there was an additional fee. Now, I'm a puerto rican that looks purely white and the receptionist was asian and the other one was Jamaican. The asian woman tended to me properly with no such fee's, the jamaican woman steps up looks at my receipt and papers that i printed and told me there was an additional fee involved. I didnt take it as a racial thing, but I simply called my card company and they cleared the whole thing over the phone.
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Something like that shouldn't stop you from going to the hotel on that location, you just had a bad day. But seriously, go for that you be surprised how well it can work for you.