Holiday Inn Express & Suites Miramar — Hotel in Miramar

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proof read, I called the front desk to reserve our room, but the call was transferred to a third party for booking due to the front desk being busy. (without my knowledge) My daughter was competing in the Paralympic trials, and this hotel had rooms blocked off for us at a discounted rate $140.00/night. when I asked about the group rate they said they still had rooms available at this rate. They then gave me a quote for $1231.00 for 5 night($246.00/night) I then question the price not being $140.00 per night and was told I need to and taxes and fees. In the beginning of the call I was told i was being recorded so I asked again, I'm I talking directly to the hotel their response was yes, then I ask about the group rate and if i was getting it again their answer was yes. I then asked why the higher price. Their response was i need to pay the taxes and fees. I trusted I was talking directly to the hotlel and booked. A couple minutes later i received an email from the 3rd party with a higher nightly fee and less taxes. I then called the hotel back and this time the real front desk answer and give me the correct group rate of $140.00/night. I then called the 3rd party and talk to them they confirm the holiday inn forward them calls when busy and if i what to cancel a would need to file a dispute. I did. They cancled my room and then sent me a letter stating it was a valid charge and would not refund my money. They said my dispute is with the holiday Inn their are the one who charged my credit card. (so now i have no room and I'm out $1231.00) I then called the holiday inn and they said my dispute is with their 3rd party.

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I called the front desk to reserve our room, but the call was transferred to a third party for booking due to the front desk being busy, without my knowledge. My daughter was competing in the Paralympic trials, and this hotel had rooms blocked off for us at a discounted rate of $140.00 per night. When I asked about the group rate, they said they still had rooms available at this rate. They then gave me a quote for $1231.00 for 5 nights ($246.00 per night). I then questioned why the price was not $140.00 per night and was told that taxes and fees needed to be added.

At the beginning of the call, I was informed that the call was being recorded, so I asked if I was speaking directly to the hotel. Their response was yes. I inquired about the group rate again, and they confirmed that I would receive it. When I asked about the higher price, I was told it was due to taxes and fees. Trusting that I was speaking directly to the hotel, I went ahead and booked the room.

A few minutes later, I received an email from the third party with a higher nightly fee and lower taxes. I immediately called the hotel back, and this time the actual front desk answered and gave me the correct group rate of $140.00 per night. I then contacted the third party, and they confirmed that Holiday Inn forwards calls to them when busy, and if I wanted to cancel, I would need to file a dispute. So, I did. They canceled my room and later informed me that it was a valid charge and refused to refund my money, stating that my dispute should be directed to Holiday Inn since they were the ones who charged my credit card. Now, I am left without a room and $1231.00 out of pocket.

I reached out to Holiday Inn, and they redirected me back to the third party, claiming that my dispute should be handled with them.

For 1 month prior to the event I tried to get this settled. I had to rebooked at the correct rate $700.00 and lost out on $1231.00 because they canceled my first room and would not credit me back or give me the room. I reached out to Holiday Inn corporate and they never return my emails, messages or...

I made reservations to stay at this hotel for my son’s tournament. Unfortunately, due to unforeseen circumstances, my son fell ill, the day before check-in. Our reservation was non-refundable, but I contacted the hotel to explore our options, like checking in at a later date. A staff member assured me that should I call again on the day of check-in to notify them of our inability to arrive, they would hold our reservation and we could modify our check-in date. Furthermore, I was informed that failure to notify them would result in the cancellation of our reservation, along with the forfeiture of our payment and they would resell the room. ||I called again on the day of check-in and was informed that the hotel could not accommodate my request. I was subsequently directed to reach out to the 3rd party vendor to initiate the necessary modifications. Upon contacting the 3rd party vendor, I was informed that since the hotel had received the full prepayment for our stay, any changes would require negotiation between the hotel and the 3rd party vendor. The 3rd party vendor attempted to reach out to the hotel, but the request was denied. I subsequently called the hotel once more and experienced an extended wait time exceeding 20 minutes to speak with the General Manager, but she never came to the phone. I hung up and called back. I was informed that the General Manager would not authorize any alterations to our reservation. Furthermore, I was advised that any formal modification request submitted by the 3rd party vendor would be dismissed without further consideration.||I later received a call from the 3rd party vendor stating they received an email from the hotel asking if we were going to check in the day that we were scheduled, although they already were aware of this information. The 3rd party vendor tried to call them back while I was on the phone and the hotel didn't answer the phone. ||This is an independently owned hotel, so it is out of corporate's hands. Therefore, decisions are made by the management of this hotel. ||I have not encountered such a lack of empathy and customer service in my previous stays at various hotels across the country. It seems that the Holiday Inn Express and Suites Miramar prioritizes financial considerations over guest satisfaction and goodwill. We selected your hotel based on favorable reviews and the expectation of a welcoming and accommodating environment, only to find ourselves facing a situation that contradicted these expectations. ||Signed,|Hundreds of dollars gone...

Bad customer services. I booked a suite for 2 nights and paid the same day of my reservation. After I checked out, I realized a day later that I was charged 3 times in total. Plus they charged me an extra 100$. When I called to resolve the issue, the receptionist did not show any compassion after I explained how inconvenient that was for me to have all this money deducted from my account. She admitted their mistakes, but did not care. The card that I used had insufficient fund to pay my bills because they charged me over 1,100 $ instead of 345 $. Valeria hung up in my face, and she told me she can't give me any guarantee that this problem will be resolved the following day. She did not show any interest or understanding of my situation. Having my card declined because they overcharged me was not a concern for Valeria. She did not care I couldn't buy groceries for my children due to their incompetence charging me triple amount of what I already paid. I will not recommend this hotel. I was warned by other clients and gave it try. That was the worst experience. Please Do Not Book with Holiday inn, you will regret it. The service is really bad, there was no room service. My 2 nights there were far from being pleasant. I will never recommend or make the mistake to stay at this hotel even if it's for free.

I still stand by my previous post, but I want to acknowledge Shae for her generosity and compassion. She listened to my concern carefully, and she was very professional. She apologized for their mistakes, and explained her plan of actions to fix their mistakes. I do understand that mistakes happen. But when clients are frustrated because of mistakes made by the business, it's is so unprofessional for any staff member to show lack of empathy. The economy is tough for all of us regardless of status. Charging clients 2 more times after they had already paid in full for their stay is unacceptable. Shae handled the situation very well. She is a good listener and a great asset to Holiday inn. Things are extremely hard nowadays, I don't think I want to experience this ordeal again by booking with Holiday inn. Obviously, someone is very incompetent by charging clients multiple times for one service. That's scary!! Especially having to deal with someone like Valeria who handled the situation very poorly. Thank you so much Shae for your compassion...