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Old June 6th, 2013, 10:59 AM   #1
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Default Holiday Inn Advance Book & Pay

Made a reservation online at a hotel down in Texas for a friend's wedding. Cancelled the reservation, and unbeknownst to me the reservation was made as this advance purchase rate deal. Basically, it's non-refundable. After spending several hours on the phone between the hotel and their corporate customer service, they have basically told me to get bent. Pretty dumb move on their part, considering they have severely pissed me off and lost me as a customer over a few hundred bucks.

Anyone ever get slammed with this BS?

I filed a dispute on my credit card. Other than that I don't know of any other options.
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Old June 6th, 2013, 11:06 AM   #2
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They pulled that on my FIL....he told them not to cancel the room then and he was going to give it to the kids at the wedding for the after party....it took a bit, but he got out of his reservation ...
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Old June 6th, 2013, 11:06 AM   #3
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Read the frickin' contract before clicking 'reserve'. Yoo r skrooed
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Old June 6th, 2013, 11:07 AM   #4
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They pulled that on my FIL....he told them not to cancel the room then and he was going to give it to the kids at the wedding for the after party....it took a bit, but he got out of his reservation ...
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Old June 6th, 2013, 11:09 AM   #5
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Read the frickin' contract before clicking 'reserve'. Yoo r skrooed
Agreed it was a mistake on my part, but I've made hundreds of hotel reservations and have never ran into this. I breezed through the reservation and have always been aware of the typical 24 hour cancellation policy. I'm just shocked that over a few hundred bucks they want to lose a customer. Great business practice.
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Old June 6th, 2013, 11:12 AM   #6
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Agreed it was a mistake on my part, but I've made hundreds of hotel reservations and have never ran into this. I breezed through the reservation and have always been aware of the typical 24 hour cancellation policy. I'm just shocked that over a few hundred bucks they want to lose a customer. Great business practice.
Keep in mind that the HI's are independently owned, some may let you weasel but other's(high demand areas) won't. Were you booked at the one near Six Flags? They are very strict on the rules there I've found.
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Old June 6th, 2013, 11:13 AM   #7
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Keep in mind that the HI's are independently owned, some may let you weasel but other's(high demand areas) won't. Were you booked at the one near Six Flags? They are very strict on the rules there I've found.
Yes, most are franchises. The hotel kept pointing the finger back at corporate, and corporate back at the hotel.

Austin, TX. I don't think it's near Six Flags
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Old June 6th, 2013, 11:39 AM   #8
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It's Austin...they could give a fukc .
They are always busy.

My suggestion...and don't take this the wring way. Stay at better hotels. I am pretty brand loyal to Hilton and their brands. Everything from the extended stay Homewood suites up to the Waldorf Astoria. They have always taken care of me.
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Old June 6th, 2013, 11:57 AM   #9
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It's Austin...they could give a fukc .
They are always busy.

My suggestion...and don't take this the wring way. Stay at better hotels. I am pretty brand loyal to Hilton and their brands. Everything from the extended stay Homewood suites up to the Waldorf Astoria. They have always taken care of me.
If they are always busy, refunding a reservation shouldn't be a big deal. I went through their reservation process again, and no rate options are given. You have to click a more details link to even see the fine print.

I don't take your suggestion the wrong way at all. I have usually always stayed at Hiltons, but the latest areas I've been to the Holiday Inns were newer and much nicer. After today they can go fukc themselves.
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Old June 6th, 2013, 12:02 PM   #10
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It's Austin...they could give a fukc .
They are always busy.

My suggestion...and don't take this the wring way. Stay at better hotels. I am pretty brand loyal to Hilton and their brands. Everything from the extended stay Homewood suites up to the Waldorf Astoria. They have always taken care of me.
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Old June 6th, 2013, 12:14 PM   #11
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I agree with others about reading the contract more thoroughly next time but in the meantime, I'd take to the corporate and individual location's Facebook pages. You'd be surprised how often complaining in a public forum like that usually works out.

I ran into a customer service problem with Sirius Satellite Radio last year and when calling and speaking to various people was getting nowhere I decided to post to their Facebook page. Somebody from their social media team contacted me within an hour and the problem was solved... this was after probably 6 cumulative hours of getting nowhere on the phone.
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Old June 6th, 2013, 12:19 PM   #12
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I agree with others about reading the contract more thoroughly next time but in the meantime, I'd take to the corporate and individual location's Facebook pages. You'd be surprised how often complaining in a public forum like that usually works out.

I ran into a customer service problem with Sirius Satellite Radio last year and when calling and speaking to various people was getting nowhere I decided to post to their Facebook page. Somebody from their social media team contacted me within an hour and the problem was solved... this was after probably 6 cumulative hours of getting nowhere on the phone.
I definitely will from here on out. On all my business travels cancellations were always refunded within 24 hours of the reservation, or sometimes 6 PM of that same night. This was the norm for me so non-refundable simple hotel reservations were unheard of. I did know for resorts or vacations it was a different story.

I've already posted on their facebook page and e-mailed them. The response was rather prompt. They still said they have to get the hotel itself involved, which makes me think it will get nowhere. Until then the scathing reviews will continue.
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Old June 6th, 2013, 12:48 PM   #13
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post it on that franchise's FB page.
Or the franchise yelp.
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Old June 6th, 2013, 12:52 PM   #14
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Old June 6th, 2013, 12:58 PM   #15
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I saw this type of thing in the fine print on several of the chain hotels (mostly accor) that we were booking in Europe this summer. But they had rates with and without refundability.
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Old June 6th, 2013, 01:01 PM   #16
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I've found that HI varies the most in customer service, unfortunately for me they are usually the most convenient to the customer's location. They don't build too many stamping plants in the high rent district....

Hilton is great, I wish they had more extended stay locations like Homewood Suites. I usually try to get Marriot, they are better than HI in most cases.

I was just scanning through my records, I've had 100 hotel stays this year. Damn. I need a vacation
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Old June 6th, 2013, 01:02 PM   #17
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Posted on pissedconsumer.com, and filed a complaint on BBB. Hopefully these assholes get the message (doubt it ).
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Old June 6th, 2013, 01:04 PM   #18
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Posted on pissedconsumer.com, and filed a complaint on BBB. Hopefully these assholes get the message (doubt it ).
Keep calling customer service. Like hourly. If you become a big enough of a pain in the ass they will give you a refund just to make you go away.
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Old June 6th, 2013, 01:11 PM   #19
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Keep calling customer service. Like hourly. If you become a big enough of a pain in the ass they will give you a refund just to make you go away.
If I did that I'd be losing even more money.

A daily call will continue though.
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Old June 6th, 2013, 01:12 PM   #20
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If I did that I'd be losing even more money.

A daily call will continue though.
Yeah, it sucks. That's what they are counting on. Fortunately, I have people that can call and bitch for me.
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