Jennifer Snyder-Holiday Inn-1699905953

Good afternoon, (Holiday Inn Express Coralville, IA) We are not even sure where to start. I guess the beginning. Friday night when we arrived around 5:30 April (front desk clerk), checked us in, reservation under Jerilyn Clark. She was very nice! There was some confusion at first with our reservation, she couldn't find one of the, rooms. We had two rooms reserved, both at $96(Jerilyn’s husband is in the military, that is how we got the rate). When checking in, I had to sign for a $15 incidental charge for 1 room and a $250 charge for the other room, no problem or questions on that. Both of which I was told would be refunded on Sunday at checkout. We were also told we would not be charged until Sunday at checkout, this was confirmed multiple times because we wanted to use different cards at that time. We finally got checked in. All was great,wonderful customer service and nice rooms, April was great! Friday night around 11-1130, we are minding our own playing yahtzee (we are wild and crazy...LOL) Another guest walks into our room, using a card given to them at check in.We now figure this room is double booked. This is where Angla Corey became involved. Throughout the night we kept checking to confirm everything was ok with the room and our stay. We were told all was good and that they had messed up reservations. We were all good, the only change that was made is that the other person used rewards points, and we would have to pay for the room at the original amount we booked it for,$96 because we were not using rewards points. Chris (front desk clerk at this time, AND was also very friendly) did a great job of explaining everything that was going on. No problem! THEN, Saturday when we woke up, I checked my account and found all sorts of charges. Unbenounced to me, The 2 authorized charges and many unauthorized charges that were pending to the sum of almost $700! We went down to talk to the front desk to ask about the additional charges. Michelle(front desk clerk) got very rude and unprofessional with us and could not explain the charges. She kept telling us that the charges were for the prepaid rooms, which she explained was protocol. We explained this was not told to us and we told us we could pay for our rooms Sunday at check out. She kept saying the charge would drop off and the 2-$218.10 charges were for the rooms. You can see from the attached document that there were no 2- $218.10 charges. She also kept saying the banks were not open and nothing could be done, I was ok with that, what the problem was that the charges could be explained. We understood that the banks were closed and that nothing could be done. As you can see on the attached there was a random $125.41 charge. She kept telling me she didn't know what that was. I am not sure how I have a charge from Holiday Inn and it does not show in your system and you can not produce a receipt for the charges on my card. Michelle then promptly told me we will all need to leave. Why?? We were never given a reason?!? I went and sat at breakfast with the rest of my girls and Michelle very rudely came to the table and said "you are checked out you need to leave, do I need to call the police to escort you out?". I’m sure you can find on your security cameras that we did not act irrational, threatening or out of line. We asked her, "So we are getting kicked out because of your mistake? " Michelle said "Yes, NOW. Do I need to call the police?". ( Mind you this is 4 women and mothers from the ages of 45-55, on their yearly trip together to see their favorite team.) She gave us 10 mins to pack our things and leave. (this is all in the Police report that WE filed, after getting kicked out of the hotel in total confusion.) We were not unruly, we asked questions, we did not yell or cause a scene.Honestly, I think if either one of you had almost $400 worth of unauthorized charges on your debit card holding up your cash, you would have questioned it also. I feel we were asked to leave because of the rate we received. Michelle mentioned it more than once and also mentioned it to the officers, why did they need to know that, the problem was not the rate. So ironically we got kicked out of your hotel for using a military rate on veterans day. That is not ok. There are multiple things that happened, all the hotels fault and I still got charged full price for both rooms for both nights. We were never told that on game weekends we would have been charged in advance (we would have done it different on our end from the beginning, no problem) Double booked our room. Complete strangers were given a key to and walked into our room at 11 PM at night! Multiple charges that couldn't be explained on my debit card or any receipts to show what the charges were for. Rude and horrible customer service (Michelle). This truly could have been handled so much better, as we met other front desk clerks that were wonderful. We have never been treated like this at any hotel!!! 4 LADIES WERE KICKED OUT OF OUR ROOMS AT 9:30 IN THE MORNING ON GAME DAY WITH NO PLACE TO GO, FOR ABSOLUTELY NO FAULT OF OUR OWN! We had to spend the next couple hours, instead of enjoying our trip, trying to find a hotel. Only to find one hotel with only one room with a King Size Bed for all of us ladies to share at the cost of $180.00. This needs to be fixed immediately!! ! We need both rooms taken off the credit card. All Charges and the $180 that we had spent at another hotel. We made sure and filed a report with the police (that you called on us) in case this became a civil suit. We hope it does not come to this, but have already spoken to a lawyer who will take our case, if this is not handled in an appropriate amount of time. Jennifer Snyder Jerilyn Clark Charlene Grinnan Peggy Price