I had a similar experience with Holiday Inn Express. After speaking to a "manager" about it on the customer service line they also agreed to let me reschedule to a later date. They also said if one of my co-workers needed to use the reservation they could do so. My co-worker just tried to use the reservation and he was told he couldn't. Of course, this infuriates me and I will never ever stay at a Holiday Inn Express again.
I read through the preceding comments and my thoughts on this are:
1. I acknowledge that I clicked the acceptance of the conditions on the rate. Holiday Inn Express is within their legal right (IMHO) to charge me for the reservation no matter how unfair I may think it is.
2. By reserving and essentially prepaying for my room online and well in advance (and also trying to cancel well in advance) I provided a tangible benefit to their business. Mainly, letting them know they would be able to rent me the room during a certain period, etc.
3. As a business traveler who is frequently staying in hotels I often have the need to change reservations at the last minute. I also have a need to make reservations in advance so I can ensure I'll have a place to stay. It isn't just on a whimsy that I may have to change a reservation - it's just a necessity of doing business that sometimes plans change at the last minute.
4. There are many hotels that cater to the business traveler and I suspect the industry is very competitive. Rarely is Holiday Inn ever in a situation where they are the only option available.
While they may have a legal right to screw me on the reservation I don't have to like it and I don't have to patronize their hotel in the future. They will get the money from the reservation but never again will they get my business. Not only that, but I will tell as many people as possible about this and I suspect many of them will not patronize Holiday Inn Express either.
Will Holiday Inn go broke because I'm unhappy with them? Of course not. But it will hurt them and in a competitive industry I imagine the cumulative impact of this policy of theirs will cost them dearly.
My advice: Never ever stay at a Holiday Inn Express.
jdmays
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