Tracey H
4 de diciembre de 2023
When you stay at this hotel, be mindful of the documents you sign during check-in, because you are agreeing with their policy of charging however much they want for your stay. Even if the amount is listed on the form, they can and will change it even several days after check-out. You will be accused of damaging property even though their is no proof of them seeing you damage it on camera, you get accused just because you are the last customer to leave the room, and staff is totally blameless. I highly recommend that you take photos of the entire room contents with a time stamp to have proof you left without damaging anything. They will charge you an inflated amount for a used item to replace it with a new item with no receipt or serial number to show what the damaged item's value would be. Charges are made in house so the Corporate customer service cannot help even though I sent them 4 letters to help pursuade management that they need proof they actually witnessed us damaging property, a revised receipt unsigned by us was sent to our credit card issuer, a claim that management reached out to us when they found damage, which is not true, we contacted them 6 days after discovering the extra charge and management wouldn't speak to us for several days after the first contact, and then claimed we were rude and yelled at her but who wouldn't be after being charged 700.00 for a used tv that we did not damage? This is not how we expected to be treated as Silver Elite Reward Members of IHG and have stayed at this hotel many, many times for Indianapolis Colts football games which we have been season ticket holders for 20 years. There are numerous hotels at the location we could have chosen but always preferred this hotel. Management had the nerve to tell us we could stay the next booked date about a month later like they were doing us a favor!! I have sent emails to the owners group of this hotel and have not even received a response from them after contacting them over 2 weeks ago. It is just devastating as a loyal customer to be treated this way and to be made to pay 700.00 for damage we did not commit. We are senior citizens that were trying to enjoy a weekend in Indianapolis attending a Colts game, and this will be a bad nightmare that I don't think we will ever get over, unless of course our second attempt to dispute the charge is successful. This hotel will lose way more in hotel stays by us than charging for a used tv with no visual proof of us damaging it. There has to be more to this than what the management has provided to us, but I guess we will never know with this particular management on staff.
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