To: Manager, Holiday Inn Express – Hayward/Castro Valley
CC: IHG Customer Care
Subject: Formal Complaint Regarding Unprofessional and Disruptive Conduct
Dear Manager,
I am writing to formally express my deep dissatisfaction and disappointment with the way your staff handled my reservation at the Holiday Inn Express in Hayward/Castro Valley.
I had a confirmed reservation through Expedia, made well in advance, and yet upon arrival or follow-up, I was informed that my booking had been canceled without notice or consent. The explanation given—that you “closed online bookings hours ago”—was completely unacceptable and irrelevant. The reservation was valid at the time it was made.
This behavior reflects an alarming lack of professionalism and responsibility from your team. As a paying guest with a confirmed reservation, I expected to be treated with respect, courtesy, and basic hospitality—none of which were present in this interaction.
As a result of your staff’s actions:
• I was left stranded without accommodations.
• I had to scramble to find a last-minute hotel at a much higher price.
• I experienced significant stress, frustration, and discomfort.
There was no apology, no help offered, and no ownership of the mistake. This is completely unacceptable from an IHG-branded hotel, and it has made me reconsider trusting Holiday Inn Express in the future.
I am demanding the following:
A written apology from your management.
An internal review of how this was allowed t