Holiday Inn Express & Suites San Diego Otay Mesa, an IHG Hotel

Dear William G,Thank you for choosing Holiday Inn Express and for taking the time to provide feedback about your experience at Holiday Inn Express SAN DIEGO OTAY MESA.I would like to start by apologizing to you for not meeting your expectations and for the long waiting on your folio receipt. Usually our protocol is a 24 hours cancellation policy, meaning we usually charge for the next day unless you let us know 24 hours before your departure date. Front Desk clerk is not authorized to waive this penalty, front desk has to wait for the authorization and then process the refund for the last night you didn't stay. I apologize if this presented an inconvenience to you, I believe each hotel has different policies on the way to deal with cancellations, however because of your level status Diamond Elite member we decided to waive the penalty as we do appreciate your loyalty with IHG. Believe when I say we strive to make each stay as pleasant and comfortable as possible, and we will use your comments to coach our team in order to provide a better experience in the future.Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. I hope you will give us a chance by staying with us again to show you that your unsatisfactory stay was an exception. Let us know if you ever decide to come back so we can offer a 20% discount for your next stay with us. Again, thank you for sharing your comments, and if I can be of assistance to you, please contact me directly at 6197100900 We hope that you will give us the opportunity to serve you again in the future.Sincerely,Raquel Del [email protected]