Image Hotel Management Fraudulent Charges and Evasive Management Cookeville TN

I stayed at the Avid Hotel in Mt. Juliet, Tennessee, and was shocked to discover a fraudulent charge placed on my credit card after checkout. There was no explanation provided, and when I reached out to management for clarification, I was met with a complete lack of transparency and accountability.

The hotel refused to give me a receipt or any written explanation for the charge. The manager refused to provide their full name, no business cards were available at the front desk, and attempts to escalate the issue were ignored. The hotel is branded under IHG (Holiday Inn's parent company), but the property is locally managed by Image Hotel Management—an organization that makes it difficult to identify who is actually responsible for customer service and billing issues.

After several days of attempting to resolve the matter, including reaching out to IHG corporate, I still haven’t been given a legitimate explanation or resolution. The lack of professionalism and integrity displayed here is alarming. This isn’t just about a bad customer service experience—it's about unethical billing practices, avoidance of accountability, and the erosion of consumer trust.

What makes this worse is how hidden the true operator of the hotel is. Image Hotel Management, who runs this property, does not make their role clear at the hotel itself, nor is it easy to find any contact info for them online. Their website is vague and lacks transparency, which appears to be by design.

I’m sharing this in hopes of warning others—especially families and travelers who might think a known hotel brand guarantees quality or accountability. Always check who actually manages the property before booking, and be wary of any company that refuses to stand behind their charges or offer a clear, honest path to resolution.