The Management of Holiday Inn Manhattan, 6the Avenue
Complaint 133824 Details

We booked two rooms through booking.com for the period 5-13 July, 2012. The only rooms that were available were King Size beds. Starting on the 6th I requested to change to two rooms with two beds each. First I was told that they would not be available through the weekend. Then, on Sunday, I checked back with the lady working at the reception. After long checking on the computer, She told me that the two rooms are going to be ready starting on Monday throughout our stay. She said that we should pack our stuff by noon on Monday so that they can move our baggage to the new rooms. We did that and at 12 Noon on Monday I went to the reception and spoke to the guy who was there. He told me that the rooms would not be free for us throughout our stay. I told him that the lady told me the rooms were OK. He went back and spoke with someone inside and came back to me and said no because they had too many bookings. I told him that I wanted to speak to the manager. The manager came out and told me that she checked with the lady who spoke with me on Sunday and she denied telling me the rooms were guaranteed. The manager also said the rooms were only requested. This is like accusing me that I lied to them!!
The manager also told me that they were overbooked and she could not change our rooms since they were booked through booking.com. I asked for my money back, she said no. Then I called the 1-800 number for Holiday Inn and the lady from there spoke to the manager at the hotel and came back to me telling me the same I was told by the manager!!!
First of all, I did not lie to them when I told them what I was promised by that lady at the reception on Sunday. Second, I understand that businesses always take good care of their clients/costumers and say “costumer is always right.” Third, I am a loyal client to Holiday Inn and I have stayed around 23 night in Holiday Inn hotels during the last 45 days, not counting this one. Fourth, if there are any agreements between Holiday Inn and any other third party like booking.com, the client should not be trapped in the middle. So, the hotel should either get the client what he wants or give him his money back so that he could go to a different hotel.
Please solve this problem since we are going to be here at this hotel until the 13th of July, 2012.
Thanks,
Dr. Khalid Almurshed
Holiday Inn Priority club no. 114 687 581
Local Cell Phone: 301 377- 4973
e-mail: [email protected]