On February 9, 2008 I made an online hotel reservation for Holiday Inn in Houma Louisiana as we had stayed there previously and planned on returning each year for Manning Passing Academy. In March, our son broke his knee at which time he was on crutches until late May. After being cleared from the doctors, our son was directed to physical therapy and it was suggested that he not participate in any football related activities until August. We had to cancel our reservations to Manning Passing Academy and with the hotel as well. I called on May 29th to cancel our reservations only to be told that since I prepaid my reservation, that they could not and would not issue a refund. I was then directed to call the Hotel and speak with a manger directly, which I did. I was informed that a manager was not on site and that I had to call back anytime on Friday, May 30th. I called the hotel direct and asked to speak with a manager. Instead of being transferred, the lady on the line asked what she could do to help me. I explained the situation and was immediately told that no manager was on site and that I needed to contact the online reservations in order to request the cancellation. I expressed my dissatisfaction and was told that a manger would be in later that day but insisted that I needed to call the reservations line.
I called the reservations line immediately and expressed my frustration. Initially, the lady on the line stuck with the party line that no refunds were permitted. After discussing it further, she put me on hold for approximately 20 minutes until another lady answered the line. Again, expressing my frustration, she said that there was nothing they could do and that no refunds were permitted. She said that my only hope was to call the hotel direct and ask the manager but admitted that the manager would likely not provide a refund either. I again reiterated that they would certainly be losing a customer if this were the stance they continue to take. Basically, to keep $551.00 of our money and turn away well over $1500.00 of our money over the next year with the two trips we had planned going forward.

My next step is to file a complaint with the Federal Trade Commission, the Houma Chamber of Commerce, the Louisiana Visitors and Convention Bureau and anyone else I can tell about how badly we’ve been treated by Holiday Inn in Houma Louisiana.

Customer service at Holiday Inn is non-existent; they only care about getting your money and nothing else. Buyer beware when making online reservations with Holiday Inn.