I am writing to express my extreme dissatisfaction with my recent stay at the Holiday Inn Express…read moreVelizy-Villacoublay. On June 3rd, 2025, after checking into my two connected rooms, a smoke detector alarm was triggered by steam from my son's shower. My wife immediately attempted to call the front desk to inform them, but no one answered. A staff member came to my door and asked if I was smoking and I told them it was steam from the shower.
To my shock, a hotel-wide evacuation announcement followed. The next day, our room keys were deactivated. I was informed by a staff member named Joe that I was locked out due to "tampering" with the smoke detector, and he demanded a $569.39 "pre-authorization" to regain access to our belongings, which I paid under duress.
On June 5th, I spoke with General Manager Florence Audinos. She was dismissive, loud, and publicly accused me of malicious actions that impacted 120 guests, even falsely claiming I had removed the smoke detector. She refused to provide a copy of the report regarding the alleged removal of the smoke detector.This is especially frustrating as I'm a Platinum IHG member of 11 years with no prior issues.
Feeling unheard, my family and I sought assistance from the US Embassy on June 6th, who advised us to contact local police as withholding belongings and demanding a fine is against French law. On June 7th, four Velizy-Villacoublay police officers responded. During their call with Florence Audinos, she denied withholding our belongings and continued to falsely accused us of tampering with the smoke detector. I have video evidence from my son clearly showing the smoke detector in place while the evacuation is in progress so how did I tske it down?
I am requesting a full investigation, a refund of my 158,000 points for the stay, a refund of the $569.39, and a formal verbal and written apology from Florence Audinos and IHG. The treatment we received was deplorable and turned our dream trip into a nightmare. I have informed the American Embassy and my legal counsel.