On December 14, 2009, I stayed at the Holiday Inn Express in Auburn, after a long day of travel I have always enjoyed my stays at Holiday Inn Expresses. My complaint is simply this- I was charged a fifty dollar hold fee without my knowledge (it is not listed on my printed bill) I was not informed at the time of my check in or check out. When I called and spoke with Daniel, to ask why if was charged extra for my room. He infomed me this is their policy and a sign is posted on the wall. He spoke to me in a condesending tone, stating it is not a charge it is a hold, it will be returned to my account in 5-7 days. I informed him it is a charge, to my bank account, without my permission, and the money is not available for me so in fact I am being charged for this, until they return it to my account.
When travelers come to your hotel or any hotel, they are tired and expect good service. It is not good service to simply post a policy, your staff should be taking the time to inform your customers of any "hidden fees" you plan to charge.
You have lost me as a future customer. Shame on you Holiday Inn for becoming another corporation of dishonesty and not valuing your customers. K. Housh