Public Mediation

Holiday inn express-Dispute-#2545876

C. M. vs. Holiday Inn Express
Wisconsin Dells, United States
Amount Involved: Other terms
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
    • View response from: Holiday Inn Express
    • Claimant Seeks: 3 non-monetary items.
    • Claim #: 2545876
    • Amount Involved: N/A
    • Filed On: Oct 20, 2011
    • Posted On: Nov 04, 2011
    • Complaint(s):
      • Bad business practices
      • Problem with a service
      • Contract / Agreement / Promise dispute
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Statement of Claim
Complaints Involved (4) - View
Claimant says:
"In Oct. my wife & I reserved a two-night stay with the Holiday Inn Express, 1033 Wisc. Dells Pkwy S. on an employee discount rate. The hotel accepted the reservation without question or instruction as to how an employee rate worked. Prior to that day we had stayed at 2 other Holiday Inns on 10/13 & 10/14 without a problem. On Monday, 10/17, my wife & I, arriving at the hotel, were informed that our employee discount did not apply as we needed a discount card required at time of arrival. I requested the Hotel manager, a Micheal Krueger, GM. Again, In making the reservation no one told us of the requirement. He said he didn't care and that we could not stay there without paying full rate. He offered no alternative solution for the error of his staff not informing us of the card required. He then accused me and my wife of being dishonest & cheats. Tension began to raise. I told him he was an embarrassment to the hospitality business. Voices were raising and I suggested we continue the discussion outside. He followed me & brought his 250# desk boy & wanted to fight. I'm 65 & disabled Vet. He was 55, 160#. His boy - 25 & 250#. Ridiculous Treatment! A lie detector will confirm"
...
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What Claimant Wants Hide
Non-Cash
What By When How Much
1. Replace: Example: Replace defective part. Nov 04, 2011 N/A
2. Apology: I want an apology from Michael Krueger, GM, for calling my wife & I cheats & Crooks Nov 04, 2011 N/A
3. Change of policy: Full disclosure of Employee Discount Deal Nov 04, 2011 N/A
Cash
1. Monetary items with amounts to be determined: Example: Repair estimates to come Nov 04, 2011 TBD*
Just make me happy!
Claimant invites Holiday inn express to make a fair offer to resolve this complaint.
Non-cash: 3 items
*Amount shown is not final: total will increase when pending amount(s) are known and entered.
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Respondent's Counteroffer Hide
The claimant's settlement terms were rejected with the following explanation:

  • "Mr. Craig Mengeling is requesting information relating to the Employee Discount Deal. If he would please present evidence that he is an Employee; I'm happy to comply. However upon his attempting to register on 10-17-11 Mr. Craig Mengeling stated he was not an Employee.

    it was explained that he was therefore not eligible for the Employee discount. My Guest Service Representative (Jamie) and Front Office Manager (Chris) explained to Mr. Craig Mengeling that he was required to present an Employee Discount Card authorized by the General Manager of the hotel he was an employee of to receive the discount requested. Mr. Craig Mengeling then demanded to speak with me the General Manager stating to the GSR that I’d better authorize this “or all hell is going to break loose”. Mr. Craig Mengeling's demeanor was aggressive to both me and the staff; using profanity and threats. I never called them the names they allege however; I stated that their attempt to use the Employee Discount without being or traveling with an Employee is misrepresentation/fraud. He was asked to leave the property or the police would be called and he further continued his verbal tirade requesting that I step off property so he could "kick my ass". I again advised Mr. Craig Mengeling that if he didn't leave immediately the police would be summoned. Mr. Craig Mengeling and wife then left.

    I do apologize that Mr. Craig Mengeling is not familiar with the full disclosure of the Employee Discount Deal, however; because Mr. Craig Mengeling is NOT an employee, I don't feel it is my responsibility to explain it to him. It should be noted that Mr. Craig Mengeling’s assertion that he had stayed at 2 other Holiday Inns without a problem has no bearing in this matter as most Holiday Inn hotel are independently owned and operated. His ability to circumvent the system at another facility; I contend in no way obligates me to do the same. The staff and I take great pride in delivering exceptional service and accommodations to our guests and we feel sorry that this unfortunate matter arose."

This claim will remain posted until resolved.

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