Stayed at this hotel and was charged $500 two days later for a SMOKING FEE? We never received a call, email, or notification of this. My husband and I were the only people in the room and I know for a fact that smoking in the room never happened!! Upon calling the front desk, the lady who answered the phone was rude and of no help and would not connect us to management. Called for 2 days before we could get a manager on the phone that said she would refund half of the fee but that she couldn’t rent out the room for 2 days because of the smell. WHAT SMELL?!
First of all, you sign a paper stating that the hotel can charge you $250 for smoking in the room, not $500. She made it seem as if they are doing us a favor by refunding half of the fee, when they over charged in the first place. Second of all, they can’t provide any proof, an incident report, or provide the process (if any) that a supervisor even went through to determine there was smoking in the room. Do NOT stay here. Horrible customer service.
Seems like they are trying to make extra money by scamming others. We still have yet to have the fee reversed and will take legal action if needed. PLEASE, save yourself and stay anywhere else.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Response from IHG Service, Owner at Holiday Inn Express & Suites Austin Downtown - University
Responded 10 Jul 2020
Hi 710ambere, Thank you for staying with us and we appreciate you taking the time to leave us a review. I hear your disappointment about the charge for the smoking fee. Please know that your feedback is valuable to us and I would like the chance to look into this for you. I have sent you a private message to gather more details. I look forward to helping you further. Best, Jonathan A Case Manager IHGService
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.