Holiday Inn Express Customer Service Issues

I made a reservation in Huntsville, Ontario for the wrong date. I had booked a room for five in a 2 queen suite for July 7, intending to race in the Ironman on July 8. Due to the mistake, I had to find another hotel for the night before the race, which was challenging in a busy holiday town. The replacement accommodation was a 1-bedroom condo with a king bed and a pull-out couch, forcing three of us to share the king bed. I was disappointed that the hotel couldn't assist us and provide the room we booked, especially since the error was not on our end. The breakfast included in our original booking was also missed. This added stress was not ideal before a big race, especially when traveling with three children. I have a case number [redacted]1 and spoke with David. My reservation confirmation number is [redacted]1. I can provide the receipt from the alternate hotel. Please advise on the next steps. Thank you.

During our stay at the Holiday Inn Express in Puerto Vallarta, Mexico from February 1st to 3rd, I inadvertently left prescription medications, a second pair of glasses, a brush, and other items in the bedside table drawer in room [redacted]. Upon realizing my mistake on Monday, I promptly contacted the hotel but was disappointed to learn that Housekeeping had disposed of my belongings. I rely on these medications and the sudden interruption caused me significant distress. I offered to return to retrieve the items but was informed they had already been discarded as they were unaware of my urgent need for them. This situation has been a significant problem for me, as I needed these items. My husband, Mark Esau, had the room registered under his name. I appreciate your attention to this matter. Thank you.

I wanted to share our recent stay at the Holiday Inn Express at the Grand Canyon from March 27th through March 29, [redacted]. Our confirmation numbers were [redacted]5 and [redacted]9. When making the reservation, I was informed there was a full-service restaurant, which turned out to be untrue as the motel only offered self-service dining in the mornings. I was disappointed to be misled about this twice. Our room lacked basic amenities like soap and tissues, which required multiple calls to guest services. The cleanliness of the room was subpar, with dust under the beds that exacerbated my husband's allergies. Considering the price we paid ($[redacted].58 per room), we expected a better experience. Sincerely, A.S. [redacted]

During my recent stay at the Holiday Inn on MacLeod Trail SE in Calgary, Alberta, my husband and I encountered several issues. When we arrived, our room was not ready; there were remnants of the previous guests in the room. Furthermore, we discovered various cleanliness issues like black mold in the jacuzzi tub and shower, toothpaste splatter on the walls, stains on the carpet, peeling wallpaper, and gross stains on the headboard. Additionally, we noticed coffee splatter, dead bugs, and rusty fire sprinkler systems. The breakfast experience was disappointing as well, with overcooked food and unhygienic practices from the attendants. I believe there are serious concerns with the room cleanliness and food service that need to be addressed promptly. I have encountered these issues before and feel that improvements are necessary. Thank you for your attention to these matters. - Yvonne Streich

I reserved a room at the Sheffield Holiday Inn Express for Wednesday, December 11th, for around £55. To my surprise, I saw that I was charged twice when I checked my bank account today. My reference number is [redacted]0. I had to book over the phone due to some issues with the website during the original booking. Could you kindly arrange a refund for one of the charges? Thank you. - Michael F.

I recently noticed a charge on my credit card statement for a one-night stay at Holiday Inn [redacted]4 in Kentucky. The room was booked for my son and daughter-in-law, who had to cancel their stay because they decided to drive straight through on their way back from vacation. My daughter-in-law promptly called to cancel the reservation. I kindly request a credit of $[redacted].57 to be issued back to my card. Thank you, Stephanie H.

While attending a funeral in Port Arthur, Texas on November 14, [redacted], I stayed at your hotel and encountered some issues with additional charges on my brother-in-law's room, which was booked using his points. Despite being informed that a $15 essential charge would be credited the next day, I ended up being charged $43.60 twice. I contacted the hotel multiple times, and the manager, Natasha, assured me that the refund would be processed and emailed to me. Despite her promises, I have yet to receive the refund or email proof. The lack of resolution from the hotel staff is concerning, and I am currently awaiting your assistance in resolving this matter promptly.

During my stay at Holiday Inn Express Midlothian Turnpike Richmond on December 14th to December 15th, [redacted], room key #[redacted] was issued to me without checking my ID. Payment was made in cash and no receipt was provided. Upon checkout, no receipt was given, yet my credit card was charged on December 16th, [redacted]. After contacting the hotel on December 17th, I was unable to find a resolution as I was informed that not all customers receive receipts. I left a message for the manager, Richard, seeking clarification on why my card was charged despite paying in cash and requesting a refund.

During my stay at the Holiday Inn Express in St. Pete last weekend, I had a very enjoyable experience! I would like to commend Mickela and Glenda for their exceptional customer service. Mickela promptly handled my requests for early check-in and late check-out, while Glenda went out of her way to assist me in finding the church. Both of these ladies consistently had a warm and friendly demeanor whenever I interacted with them. The customer service provided was outstanding, and I have been a loyal guest for the past four years. Despite a less satisfactory experience in [redacted], I am pleased that I decided to give the hotel another chance. Wishing you all a Merry Christmas and God bless!

I reserved a room at a HI in Gulfport, MS. When I inquired about using my reward points, the clerk couldn't find them so I proceeded with the booking. After receiving an email confirming my points, I called to apply them, only to be informed they needed to be used during booking. This was disappointing. When requesting to speak to a supervisor, the call was disconnected while on hold. It's frustrating dealing with this type of customer service.

I made a reservation for December 29 at the Holiday Inn in New Albany, Indiana, and selected the option to pay at the hotel upon check-in. The price would have been $77 with my debit card, but I preferred to pay in cash, so I chose to pay upon arrival for $[redacted]. When I arrived, the front desk attendant informed me they didn't accept cash, and I had to use my debit card, meaning I could have just paid $77. After discovering the TV channels didn't work in my room, I contacted the front desk, spent 35 minutes troubleshooting, and was eventually moved to another room with a functioning TV, delaying my bedtime until 12:30 AM. My relaxing night away from caring for my disabled husband turned into a stressful experience. Upon reviewing my bank statement, I noticed a pending charge of $[redacted] for the room and an additional pending transaction of $50.

During our stay at the Holiday Inn in Wabash, Indiana on 12-13 and 12-14, my wife and I encountered a billing issue. Despite the helpful assistance from Jen at the front desk as she resolved the system glitch, we were mistakenly charged for a third night, the night of the 15th. Despite multiple calls, the manager declined a refund, claiming we stayed that night. Jen acknowledged the error and mentioned the manager would follow up but hasn't yet. Feeling frustrated after five calls, I discovered the manager was reportedly at a pool party instead of returning my calls. Now, I am out approximately $[redacted] without evidence of staying on the 15th. Hoping for a suitable resolution. Thank you, Alex G.

To whom it may concern at HI Express, I wanted to share my positive experience at the Holiday Inn Express in Ithaca, New York. During my recent stay at the Holiday Inn Express and Suites, located at [redacted] Elmira Rd., Ithaca, NY, my family and I were impressed by the excellent service and extra care we received. My daughter had an audition at Ithaca University, and during our stay, I accidentally left behind a paycheck in the room. I was pleasantly surprised to receive a letter stating that the staff member, Cassidy, found the paycheck and promptly mailed it to me. This act of kindness truly went above and beyond our expectations. I want to express my gratitude to Cassidy and the entire team at Holiday Inn Express for their exceptional service. The hotel was spotless, offered a delicious complimentary breakfast, and the staff was incredibly friendly. Sincerely, Doreen G.

I am extremely disappointed with our stay at the Holiday Inn Express during our spring break. Our kids love swimming, so we always look forward to letting them enjoy the pool early in our stopovers. Despite being indoors and allegedly heated, the pool was too cold and dirty. The kids refused to swim after a brief attempt as they found it unpleasant. I inspected it myself and was shocked to find the water so murky that the bottom was not visible. This was a letdown compared to our experiences at other Holiday Inns and hotels we've visited. Spending $[redacted], we expected a better quality, especially since the pool was a highlight of our spring break activities. Unfortunately, our stay at the Holiday Inn Express in Atlanta Airport West Camp Creek Market was far below our expectations.

During my stay on July 1st at Holiday Inn Express in North Conway, NH, I encountered several disappointments. Despite planning a two-night stay, the room did not meet expectations. The room appeared old and dreary, lacking cleanliness. I even found a questionable substance on the light switch in the bathroom. With only a half roll of toilet paper and minimal tissues, I had to inform the front desk. Moreover, there were no coffee cups, just lids and coffee. Unhappy with the conditions, I checked out early and relocated. While I understand the limitations due to the pandemic, we were unaware of the lack of the pool facility. Although I am aware that there might not be a resolution, I wanted to bring this unpleasant experience to your attention, especially concerning the bathroom cleanliness.

Upon arriving late at Holiday Inn Express, I discovered numerous ants under the sink, prompting a room change. The staff mentioned the new room was larger, but all I needed was a clean space. They offered a $25 discount, but I believe a voucher would have been more suitable given our situation as seniors arriving late just to sleep before our journey home. My husband avoids late-night driving, so finding cleanliness is vital. I usually read reviews to avoid unclean motels, and I was hoping for a better experience at Holiday Inn Express, making this situation very disappointing.

I stayed at the Holiday Inn by the Phoenix, Arizona airport on Wednesday, April 7th, [redacted], and signed up for the rewards program. I got a copy of my bill to send to my company for reimbursement. Upon reviewing the receipt, I noticed that it has the incorrect name on the account. I would like to know how I can update my personal details. My membership number is PC [redacted]52, and the folio number is [redacted].

After leaving Holiday Inn Express Sunset Valley, TX, I noticed a charge on my card, which the hotel staff claimed was a temporary hold that would be refunded. Despite their reassurance, I never received the refund. Additionally, I was unfairly placed on the do not rent list due to a series of misunderstandings. The manager mistook me for another guest causing trouble, entered my room without permission, and even allowed my ex-husband access. I contacted corporate regarding these incidents, but after over a month, I have yet to receive a follow-up. Living paycheck to paycheck, I cannot afford these issues lingering.

I have been charged $[redacted].06 by Holiday Inn for a reservation at Tehachapi Holiday Inn that was mishandled. My wife, who has a disability, was not provided with the ADA accessible room we requested, causing her distress. We expect a full refund and an apology for the poor treatment at the hotel in Tehachapi, CA. The reservation was for September 11-12, but upon arrival, we were told there was no reservation, despite providing confirmation number [redacted]6. We were given a non-accessible room, even after insisting on ADA accommodation. When my wife struggled with pain and exhaustion due to her condition, we were placed in a difficult situation, as there were no ADA rooms available. The staff's lack of assistance and understanding was disappointing. This experience has greatly upset us, especially after a positive stay at a different Holiday Inn location. We are seeking a refund and an apology for the inadequate treatment faced by my wife during our stay. Jerrold & Lillian D.

I was charged $[redacted].06 by Holiday Inn for a reservation at the Tehachapi location. Despite booking an ADA accessible room, upon arrival, I was told there was no reservation. Eventually, we were given a room that was not accessible, leading to distress for my disabled wife. The staff member was unhelpful and we had to leave to find suitable accommodation, all while being charged for the inadequate room. The online reservation defaulting to the wrong date added to the confusion. My wife, with a neurological condition, felt mistreated and disappointed by the experience. Holiday Inn should refund the amount charged and apologize for the treatment we received. Jerrold & Lillian Dawes.