My wife and I booked a room here through a third party booking service to save a few bucks. Checked in and gave them a credit card for incidentals. A couple months pass and when reviewing the credit card bills we noticed there was a charge from the third party booking service (as there should have been) AND another one from the hotel for the full amount of a night's stay.
I first sent the owner/manager an email notifying him of the double charge and gave him the information needed to take care of it. I got no reply. I then called and asked to talk to him but he was not there so the sales and marketing person at the hotel took my info and said she'd call back, which I believe she did the next day. She informed me that her manager said that they don't work with the third party booking service that I used and that they've never even heard of it before. I've used the service 3-4 times in the past with no problems.... I then emailed them the confirmation email from the booking service.
I had to call again a couple days later because, again, I got no reply from the hotel. I told the sales person (Bonnie) that they obviously do work with the booking service because I booked the hotel room through them....otherwise, how would they have had my info at check in? AND, the hotel still comes up as a search result when looking for hotels in the area. I told Bonnie that this was getting ridiculous and that the charge should have been removed the first day I called about it. She then assured me that it would get taken care of and if there were any problems that the manager would give me a call back. Well, of course it wasn't and he didn't!
So then I had to contact IHG customer care and try to resolve it through them but all they basically do is forward my complaints to the hotel which does no good. I also disputed the charge with the credit card company and they put it "under investigation". A few weeks passed and I just received a letter informing me that my "inquiry has been resolved in my favor because the hotel has not yet provided the necessary information." I had also notified the booking service and they also reversed the charges even though I did not ask them to.
The takeaway? Because of the lack of responses and what seemed like an "i don't care what you say" attitude, the manager/owner is not someone who I would trust with my credit card information.
- Official Description (provided by the hotel):
- The brand new Holiday Inn Express hotel in Waterloo-Cedar Falls, Iowa provides comfortable, completely non-smoking accommodations near Waterloo Regional Airport (ALO). Located in the heart of Iowa, Waterloo offers attractions for both the business and leisure traveler. Our hotel is close to several corporate offices. The John Deere research facility, Tyson Foods, Omega Cabinets and Berch Cabinets are within easy driving distance. You will be able to get to your meeting or convention on time as we are near the Five Sullivan Brothers Convention Center and the National Cattle Congress. The University of Northern Iowa and Allen Hospital are also close. Waterloo offers a variety of attractions for the entire family. Crossroads Mall offers premium shopping located just across from the hotel. The Lost Island Water & Park is only minutes away. We are just two miles from the Isle of Capri Casino. Other nearby attractions include the Grout Museum of History & Science and George Wythe Park. A complimentary hot breakfast is provided each morning while free high-speed Internet access is available throughout the hotel. We also have a fitness center, meeting space and a continuous current, indoor pool. Stay Smart, stay at the Holiday Inn Express Waterloo-Cedar Falls. ... more less
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- Also Known As:
- Holiday Inn Express Waterloo Hotel Waterloo