holiday inn lincoln southwest Holiday Inn IHG Intercontinental Hotel group Charged for an additional day at checkout Lincoln NE

Was charged for an additional day at checkout. I was told that they couldn't fix without manager's approval but to expect them to call me within 24 hours to fix. Did not get any call for 2 days, I called them and spoke to the manager, Lauren, who refused to refund the day and even says that she had approved the charge on the day I checked out. I checked out at 7:15am, I should not be getting charged for another night.

Phone customer support is on my side here but unable or unwilling to go against the local hotel and are refusing to pass me to a higher manager though I requested on multiple occasions. They constantly pass this the the same Lauren who contacts me through a basic form letter telling me essentially, sorry for my experience, but tough luck, or calls and gets verbally abusive when I try talking about this.

This hotel is exceptionally poorly run and not up to the usual Holiday Inn standards in nearly every way. I hope that someone higher up can read this and do something about what is not only a poor experience, but stop what may constitute fraudulent activity by management.

Written by an IHG Platinum Elite member