Holiday Inn Express Hotel & Suites Muncie an IHG Hotel

Today, I discovered a surprise $75 charge to my card, even though I had not authorized Holiday Inn to charge this amount for any reason. Upon calling the hotel, the desk employee argued with me about how my service animal had been seen by housekeeping staff, so they charged me a pet fee that they would not be refunding. I explained that the animal is a service animal, not a pet. The employee was thoroughly confused, which is ludicrous and unacceptable. Staff cannot be this ignorant about how to handle ADA issues, it is irresponsible. When I asked to speak with a supervisor, I was put on the phone with Yolanda, who was somehow even ruder and more ignorant than her subordinate. I explained the issue. Yolanda stated that I am required to disclose a service animal and that she would not be refunding the charge. I explained that this is illegal and was met with what can only be described as childish contempt. Yolanda became nastier and nastier, continuing to deny the reality of federal law. When I asked to speak her supervisor or be given contact info, Yolanda claimed that she had no idea who at corporate supervises her and has never been given contact information by corporate or contacted by corporate. This is an obvious and pathetic lie that Yolanda told to avoid further scrutiny by Holiday Inn Express Corporate, who is already investigating a claim against her. Under the Americans with Disabilities Act (ADA), service animals cannot be subject to pet fees or required to be disclosed in advance. Despite this, I was charged a $75 pet fee because her staff assumed my service animal was a pet and are now refusing to refund the charge, stating that I was required to disclose the animal. This is a violation of federal law. Per the ADA (28 CFR § 36.302(c)): • A business cannot charge fees or deposits for a service animal. • A guest is not required to disclose a service animal before arrival. • Hotels can only ask if the animal is required due to a disability and what task it is trained to perform. I have already filed a formal complaint with the U.S. Department of Justice (DOJ) for ADA violations and have begun to explore my options for legal representation. If Yolanda is found to be in violation of ADA statutes or practices by the DOJ, she will be subject to negative consequences up to and including fines exceeding $96,000 and/or revocation of her franchise license. Right before Yolanda hung up on me, I stated I would submit formal complaints with the DOJ, the BBB, and the FTC. Yolanda stated proudly that this wouldn't be the first time and hung up on me.

This hotel has seen better days and is in need of a deep cleaning. We were checked in well enough albeit an apathetic welcome. Lobby was dirty and the elevator was filthy/sticky. The room looked like it had a cursory cleaning with dust/cobwebs on the ceiling and dirty windows. The curtains were torn and dated. With so many other options in the area, I would not recommend staying here.

Let me just start by saying Yolanda Taylor, the manager, should not be employed by Holiday Inn Express. Or really any job that requires you to have basic decency and respect to the customer. My family and I traveled from Missouri to visit our friend who had emergency brain surgery and had the very unfortunate luck of choosing to book with Holiday Inn Express Muncie. Before booking, I called to confirm the pet policy as it was not listed on Expedia. I was told by the man working the front desk they have a non-refundable $75 per pet fee-that’s it. So I booked and we made our way there after going to the hospital. While trying to check in, there was a sign that said their pet policy was small breed and 45lbs or less which was weird as I was not told that over the phone. The manager, Yolanda Taylor, came from behind the desk after hearing us question why we were not told that on the phone when calling about the pet policy. She explained with an attitude how she’s been trying to cut ties with Expedia due to the issue of not displaying the policy. When voicing our frustration, she cuts us off and starts yelling about cancelling our reservation. While trying to explain to her that I called this hotel the previous night and talked to the front desk and told her what they told me, her response was “you didn’t call us”. Well I had to take my phone out, show my call log, press the number I called and sure enough their phone started ringing. My fiancé then decides to take a picture of her name tag to remember her name to make a complaint, she starts screaming about calling the cops because it’s illegal to take someone’s picture. When the cop showed up, he had to educate her on her misunderstanding of the law and that it is not illegal to take someone’s photo in public. While the cop was there, she had I’m assuming a family member, show up to the hotel where she was pointing at us and our car while frantically talking to this individual. After leaving and finding a much better hotel, Expedia attempted several times to request a refund to which she has denied. I currently have a case open with Holiday inn Express corporate as well as her upper management of that particular hotel. I don’t need a refund, I just need to know that she wont be able to treat anyone else this way. And the should be Holiday Inn Expresses priority as well.

I travel with a trained Medical Service Dog. Hotel staff refused to allow me into the breakfast line with my service dog. I told them federal law states Service Dogs must be allowed in all public areas including buffets and where food is being served. They told me their hotel policy is no service animals where food is being served and I could Not access breakfast with my Service Dog. Therefore I couldn’t eat the breakfast included with my room price. I called their Customer Service Line who refused to help and told me to file an ADA Federal Civil Rights Complaint against the company.

Gage, from Muncie Indiana is Awesome! Extremely helpful, courteous and very professional! Not knowing the address he helped us with the ordering of our dinner. Personally called and had it delivered!!