IHG / Holiday Inn Express LAX review: Theft of payment. I did not stay there as my flight from Prescott was cancelled.

We live in Prescott Valley Az. My wife, Claudia, was invited to our daughter-in laws baby shower in Beverly Hills Ca. The shower was to be held on February 3rd. Claudia purchased a plane ticket out of Prescott Airport on Feb. 2nd to (LAX Los Angeles). She also purchased a one night hotel stay at your IHG Holiday Inn at 9901 La Cienega close to LAX. We arrived at Prescott airport at 5:00 for her 6:21 departure. She checked thru TSA and waited for her flight. The overhead announced a slight delay for the plane to arrive. Then the flight was delayed several hours. Then it was totally canceled due to mechanical problems. There are only two flights out of Prescott airport a day. One to Denver in the morning and the other to LAX at night. That’s it. No other flights. We are 400 miles from Los Angeles. She was stuck and would miss the baby shower.

She called the Holiday Inn in L.A. from Prescott Airport to cancel her reservation. She was told they would cancel it and refund her money. She asked for a confirmation number and was told they don’t send confirmations but not to worry, it would be canceled. This was the night of Feb. 2nd. She called on Feb 5th and was told the money was not processed yet. Called on Feb.7 was told she would have her money by Feb.9th didn’t happen. Called on Feb. 14th, was told she would have the money by the 16th. Didn’t happen. Called on Feb 19 and was told they were not going to refund her money because she checked in digitally and stayed the night at the hotel. That was a total LIE. She was 400 miles away in AZ.

Claudia has spent hours on the phone with IHG customer service trying to get this situation resolved. Your customer service is backing the Franchisee even though they are blatant liars. IHG spends many thousands of dollars in advertising to acquire customers and now you may lose one for $177.72

We use your IHG in Phoenix a lot and never had a problem. The total sum in question is $177.72. We feel that corporate should step in and take care of your Franchisee total disregard for customer service!

We are both on Social Security and feel that the money was stolen from us by a pack of liars. The Franchisee must be hurting for money for them to rip us off.

The United flight out of Prescott that was cancelled is OYT0EG Feb. 2nd at 6:21pm.