Holiday Inn Express Customer Service Issues

I recently made a booking at the Holiday Inn Express in Lacey, Washington for a stay from the 19th to the 22nd. I wasn't informed about the annual fire alarm testing happening on September 20th. While understanding the importance of safety measures, I wish the hotel had notified me upon check-in. With two small sick toddlers, the constant alarms have made it hard for them to rest. The front desk mentioned attempting to notify guests this morning, but I believe informing guests on the day of the event was not proactive. Given the circumstances, had I been aware of the fire drills beforehand, I would have chosen a different place to stay.

To the concerned party, I made a reservation to check in today, October 4th. Unfortunately, there was a misunderstanding with the front desk staff who canceled my reservation without confirming if I wanted to cancel. When I called ahead, I explicitly mentioned that Carlos Pacheco would be checking in as my guest, under my reservation. However, the staff didn't clarify this in the morning and wrongly canceled Carlos' reservation. He was then sent to another Holiday Inn Express where the room was unsatisfactory, to say the least. I have photographic evidence of the poor conditions. This mix-up has caused inconvenience to my guests who traveled from Los Angeles and were hoping for a comfortable stay. The front desk employee should have consulted with me before canceling the booking. Thank you for addressing this matter promptly. Regards, Marlene Aframian

My husband, sister, and I were scheduled to stay at HIE in Crestview, Florida, on October 3. I made a reservation by phone and mentioned we would arrive in 2+ hours. The person I spoke to was impolite, but we were exhausted. Upon arrival, I went to check in at the eerily quiet lobby. Despite several attempts to get assistance by phone and knocking on employee doors, I received no response until I entered the back room where an employee, Skyler(?), was yelling. The front desk clerk refused to check me in even though I had a reservation. The situation escalated, leading to me being asked to leave. I reached out to the GM and customer service but have not heard back. Despite Megan Moore calling the next day, no resolution was reached. Feeling mistreated, I am considering ending my loyalty to this chain due to the clerk's behavior. -Kathy R. [redacted] Sent from my iPhone

I made a reservation at the Holiday Inn in Coldwater, Michigan for one night on 10/24/[redacted]. I booked the room over the phone with Daniel, who quoted me a rate of $99 for the day. As a night shift travel nurse, we agreed that I could check in at 8 am and check out at 6 pm. When I arrived at the hotel on Saturday afternoon, I had to wait for 15-20 minutes as there was no one at the front desk. Cherry eventually appeared and said I couldn't check in early without extra charges. I decided to cancel my reservation. However, I was surprised to see a charge of $[redacted] on my bank account. When I contacted Cherry, she said that was the cost for one day's stay, which was not what I agreed to. I want to resolve this issue as I enjoy staying at Holiday Inn and wish to continue as a customer. Thank you.

I recently stayed at the Holiday Inn Express in Wilmington, NC on Saturday, November 20th for one night. The bill was about $[redacted]. However, on November 22nd, my bank alerted me about a charge of $[redacted]. I was told by a staff member that the general manager, Jeff, claimed I was overcharged due to smoking in the room. I explained I don't smoke, though I noticed the smell too. I also mentioned issues with the A/C or heater potentially causing the smell. Despite numerous calls to the GM on November 23rd, he declined to speak with me, ignoring my voicemails. I emphasized on the messages that neither I nor my guests smoked. I suggested he could have checked by knocking on the door. I urge for a resolution to this situation with a refund of the excess charges.

I reserved a room ([redacted]) at Holiday Inn Express for two nights. However, there was a confusion at check-in due to a new staff member who mistakenly booked me for only one night. Despite confirming multiple times that it was for two nights, I ended up paying $[redacted] plus tax for the incorrect booking. This occurred even after both my sister and another staff member reassured me it was for two nights. Unfortunately, I now have to leave early, cutting short my birthday weekend plans.

During our recent road trip in September, my husband and I encountered multiple issues staying at various Holiday Inn Express (HIE) locations, which were quite disappointing given our past positive experiences. Some of the problems we faced included an inoperable TV remote, a non-functioning toilet, faulty air conditioning, a smell of dog feces in the room, and our pillows going missing at checkout. Despite contacting the hotel after realizing our pillows were left behind, we were met with unhelpful responses from the staff who failed to locate our belongings. It seemed evident that the pillows were taken by an employee, and the lack of proper assistance from the management only reinforced this suspicion. As a result of this experience and the $[redacted] cost to replace the pillows, we have decided to avoid staying at any HIE in the future. Although we believe HIE should reimburse us for the stolen pillows, we are not optimistic about the outcome given the lack of accountability we encountered.

During my recent stay at a Holiday Inn Express in Salem, Oregon, I encountered several issues that greatly affected my stay. Despite bringing my concerns to the hotel's attention, no resolution was offered. The disturbances included noisy dogs barking and a disturbing fight in the parking lot during the night. These disruptions lasted for two nights, making it difficult to rest. The altercation in the parking lot was particularly frightening, with loud yelling and swearing. I expressed my concerns to the front desk, but unfortunately, no action was taken. The presence of the same individual from the fight in the hallway the next morning added to our feeling of unease. As we were at the hotel for a volleyball tournament with many young girls, the overall safety of the environment was a significant concern. Considering these circumstances, I believe a refund from the Holiday Inn Express would be a fair resolution to this situation. Thank you.

During our stay at the Holiday Inn Express in Greenville, SC, a concerning incident occurred when someone tried to enter our room at 4am. Despite using the security latch, it was alarming. The night clerk stated it was him using a pass key, which was unsettling. However, my husband saw a man with a construction jacket getting on the elevator. The next day, we learned the man mistook our room for his due to his key still working from his previous stay. The lack of deactivation is a serious security issue. I believe compensation, such as points added to our account, is warranted for this distressing situation. Despite being promised a call from the manager and customer service, no contact has been made.

During my stay at the Holiday Inn Express in Denver, Colorado for work, I encountered an issue at the front desk. While I usually don't complain about minor inconveniences like the non-working heat or a toilet that doesn't flush, the behavior of the staff member at the front desk was completely unacceptable. When he rudely refused to assist guests and even resorted to yelling at them, I felt compelled to intervene. Instead of addressing the situation professionally, he responded with offensive language towards me. This experience left me feeling offended and shocked by his aggressive behavior. I hope this feedback reaches the appropriate management to address the conduct of this staff member.

I reserved a room at Holiday Inn Express in Little Rock, AR, and was initially charged $[redacted].43. However, I also paid for parking which was oversold upon my arrival. Subsequently, an extra $[redacted] charge appeared on my bank statement, alleged to be for smoking in the room. Despite denying this and speaking with the general manager, no resolution was reached. The manager falsely reported my case and IHG was unhelpful, stating they couldn't assist further. I tried contacting various parties without success, feeling frustrated by the lack of support and adherence to policies. As a senior on a fixed income, I can't afford this unjust charge. I seek guidance on escalating this issue to protect myself and future guests. The manager’s poor customer service warrants a negative rating. Phone assistance was also futile, adding to my disappointment. I hope to receive a meaningful response to address this matter properly. Thank you, Rose Y.

I used to work as a housekeeper in Terre Haute, Indiana. While on the job, I accidentally got poked by a needle in a trash bag, and I had to go to the hospital for testing with a co-worker. The bill for the hospital visit was not paid, despite me showing a copy of it to my manager. Now it has been sent to collections. I am also due to undergo another round of testing in 6 months, which I will be charged for again. I have tried to contact the hotel manager to resolve this issue but haven't received a response. If this matter is not addressed promptly, my next step will be to seek legal advice. My name is Jessica Jackson, and you can reach me at [redacted].