Holiday Inn Customer Service
Rated 1.15 of 5 Stars
Based on 251 Complaints

Contact Holiday Inn Corporate

Toll free phone number: 1-800-621-0555

Holiday Inn is a subsidiary of Intercontinental Hotel Group and has 2649 locations in the United States, Europe, Middle East, Africa and Asia. The IHG recorded revenues in 2015 as 1.8billionUSD.

Holiday Inn Guest Relations may be reached at 1-800-621-0555. To reach Holiday Inn online you can contact IHG here. You may write to IHG CEO, Richard Solomons by addressing your envelop with IGH Corporate Headquarters, 3 Ravinia Drive, Suite 100, Atlanta, GA 30346-2149, USA. The corporate office phone number is 770-604-2000.

Holiday Inn Club Vacations, Resorts, Hotels & Suites are called “your host from coast to coast”. Founded in Memphis, TN in 1954, IHG owns Hotel Indigo, Staybridge, Crown Plaza and Candlewoods Suites. Social presence for Holiday Inn is found on Facebook and Twitter.


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Holiday Inn Contact Information

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  • Holiday Inn headquarters address

    • 3 Ravinia Drive, Suite 100, Atlanta, GA 30346
  • Company website

  • 1-800 phone number

    1-800-621-0555
  • Better Business Bureau rating

    A+
  • Customer service hours

    24 hours a day

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Top Holiday Inn Complaints

Browse more than 251 reviews submitted so far

20

I used Expedia to make a reservations for two members of my team for Omaha, NE from November 13-17th. I chose Holiday Inn from the list of options because I believed you to be a reputable chain with good value and cleanliness. My associate, Jennifer Vogel, arrived at the airport earlier than the rest of us and called the property, Holiday Inn Omaha Downton - Waterpark, to ask about a shuttle. She was informed that there was one and that it would arrive before 1/2 hour. The shuttle arrived 1.5 hours later. When shown to her room, she saw that her sliding window opened up to a roof level maintenance area. She felt unsafe. She asked for a different room and was given one that smelled "horribly of smoke".
She was treated rudely by the front desk person. She asked to cancel her room and Rob Eidle's and was told that only Expedia could do that. She texted me at 1:43 to let me know that she was going to another hotel down the street. When I arrived at my Air BnB, I got more information from her and called the Holiday Inn Omaha Downtown-Waterpark at 5:06 PM. I explained the situation and tried to cancel the reservation for both Jennifer and Rob. I was told that I cannot cancel the reservation because Expedia needed to cancel. I was also told that they would not refund the full amount because they charge one night after 6:00 PM. I informed them that it was not 6:00 PM in Omaha. I spoke with four different persons trying to resolve this - Joseph and Cha in reservations, Ana in guest relations and John at IHG. I was given a reference number of 10414070153. I tried to contact Expedia, but if the itinerary is not upcoming, it is impossible to speak with a person. I started with the chat bot, but did not get a person. (I know now that if you persist, eventually you will get a human) While I realize that this is not your problem, the resolution is.

I "chatted" with someone at Expedia today who called the manager of the property who refuses to give any refund. The manager states that Jennifer stayed at his hotel for five nights which is a blatant lie. He also states that Rob is a no-show. However, Jennifer told the front desk that neither she nor Rob would be staying. I gave the reference number to Expedia from the Holiday Inn and the names of the persons that I spoke to and the manager is claiming that there is no record. Is this really how you do business? While I did not record my conversations, I do have information that I believe shows my statements are trustworthy. I realize that you may have a policy of not accepting cancellations from the person who actually made them because of the third party, but the process involved made it impossible to do so and all parties (except Expedia) were at least aware that no one was staying there. I am uploading both Jennifer Vogel's and Rob Eidle's receipts from the Hampton Inn & Suites, as well as a screenshots of the text conversations between us and screenshots of my call history which shows that I began trying to resolve this before 6:00 PM and that I tried for about an hour and a half.

I could not continue to work on the situation during our stay in Omaha as I had a packed schedule. When I got home, I had some business emergencies. However, it never occurred to me that a Holiday Inn manager would outright lie to Expedia or that your Guest Relations reference numbers don't really contain the facts of situation and therefore cannot be used to corroborate the conversation that one has with a guest relations staff member. Jennifer is currently at work, but she will look to see if she still has the card of the person with whom she spoke at the desk of the Holiday Inn Omaha Downtown - Waterpark. I am asking for a full refund of the $993.50 that I paid in good faith thinking that I would get decent service and a clean and safe room for my friends. I am shocked that a property manager of a Holiday Inn would behave in this manner. I believe that he is a common thief. Thank you very much.

20

Hey I was working for u of m holiday in an the hiring manager name Bria and supervisors paypay first my dude was working their before me n they was liking on him and when I came they didn't like me to moral of the story Bria nephew was working der stole 200 dollars frm da lady she also have housekeepers n her kids staying in da hotel n twin n da other lady be smoking in da hotel rooms but we got fired over a lie.

20

Holiday Inn Express & Suites Lewisburg 222 Hunter Lane Lewisburg, WV 24901 We stayed at this hotel on October 19 & 20 with Scenic Excursions bus trips. This hotel is EXCELLENT. Very clean, well maintained, well stocked, organized & excellent people. The 2 people at the Front Desk area in the evenings are excellent. Their names are Maxx and Tyler. We couldn't ask for more helpful, nicer or kind people. They were great!! Always asking if we had enough hot water for tea. Made sure everything was stocked. We heard others on the bus also talking about how wonderful they are. PLEASE commend them on their excellent customer service. They could teach others about Customer Service.
Everyone was great there. Breakfast was excellent and items constantly refilled.
You are an excellent hotel and I hope all of your locations follow through like this one. Thank you so much for being a great place to stay.
Happy Holidays. Have a nice day.
PS. I am sorry for the delay in writing this. Some things have happened since we got home, but I did want to be sure these wonderful people were recognized for their excellent customer service.

Thank you.
Laurie Vail
1436 Losson Rd

20

Ms McCoy:
I don’t know Nefertiti full name but I do know that she does not represent the IHG brand in a positive manner.
We came to the Holiday Inn Express on November 28, 2022 as We have done for the last 20 years, expecting the outstanding customer service that we always receive.
I asked for an extra sheet, as I always cover the sofa and an extra pillow. She gave what I thought was a WHY look. I explained and the items were sent to our room.
We spent about 10 minutes trying to get the TV to work. My husband reported the issue and Nefertiti said that a technician would come but she didn’t know when. We asked for another room and Nefertiti told us that no room was available with a working TV. At that point we asked to cancel the reservation(she did) and we would go to another hotel. She then admitted that TV had been out since Thanksgiving day. She said that she didn’t understand why if we had been customers for 20 years we would let lack of TV service be a problem with staying. I asked why didn’t she tell us at check in that there was no TV service.
She didn’t answer but she did call Best Western and made reservations for us.
We checked into Best Western. The room was nice, TV was working and the desk clerk gave us the type of customer service that we have always gotten at any IHG since you became our hotel of choice in 1970 when you welcomed us as we traveled to visit family in South Carolina.
The IHG family has not lost our business but Nefertiti of Holiday Inn Express in Carthage has. Her tone and cavalier attitude have no place behind an IHG establishment.
We only wanted a bed, bathroom, internet and TV. One would expect that from a hotel.
Yours truly,
Gloria and Cleveland Sanders

Sent from my iPhone

20

Hotel is OVERRUN with roaches. Still finding them in my belongings after leaving hotel. I have videos of them that cannot be attached

20

We stayed Nov.26 th 2022 at Holiday Inn in McPherson,Ks. There was a gross odor in our room and none of the electrical outlets in the bathroom worked! Spent 116$ plus tax I would think wouldn’t have these issues!

20

When came in the room my son noticed blood stains and some other yellow stains on the bedsheet. When down to front desk to notify them and I was told to send an email to the front desk and it will be sent to the general manager, not sure if it dis reached hime
Or her or not? I am attaching couple of images too! Very bad experience.
I only stay at Holiday Inn but now I’m not sure anymore…

20

I was overcharged for a stay on October 22, 2022 and the manager will not return my calls even though I’ve been told she is the only person there who can correct the mistake.

Angie called me November 9th, saying my credit card “hadn’t gone through” and could I give her the number again. I did so, thinking that was the end of it. My husband gets credit card charges texted right away to his cell phone, and the total charge shown was $301.51, a far cry from our rate of 179.99 plus tax. We did not buy swim bands, or order food, and our parking fee was waived. The charge is off by perhaps $100. I called Angie back immediately, she said the manager, Christine, had already gone home and that they’d call me the next day. It’s now November 22nd and despite multiple phone calls to the hotel, Christine still can’t be bothered to call me back. I want my bill corrected.

This is the Holiday Inn and Swimpark in Downtown Omaha, NE on Cuming St.

20

I am IHG Member and membership number is 483574112. I had been to UK trip along with my wife from 6th Nov to 20th Nov and booked Holiday Inn hotel at differet locations as I had a very good experience in the past and even in this trip except one hotel where it was really a very embrassing treatment and frustation with Hotel Reception team. For our quick references following are my Hotel reservation confirmation no - 49585036, 27273052, 41179782, 29440086, 28667186 and 22523796
Let's come to my complaint - I reported at the reception of Holiday Inn Express Bradford UKBD15LD on 10th Nov to Ms Jen Mcdonald around 10.15am along with my wife and said that we have a reservation and produced my reservation letter, Credit Card and Passport so that she can validate the document and take the payment and get my signature with other formalities done as I have arrived and have to go to the Office for urgent meeting so that when the room is ready my Wife can check in. She assured that all the formalities are completed and since I am an IHG member, it can be managed. She also metioned that since we are checking early, no rooms are ready now (later on I came to know that the hotel was having some room which could had been accomodated), but she will get the room available within next two hour once its ready. I asked my wife to stay in the Lobby for next two hours as the rooms are not ready and once the first room will be ready they will be accomodating you. She stayed there and called me around 12.30pm saying that the room is not allocated till now and when asked to Ms Zen, She told her to wait for some more time. Again I called my wife around 1.30pm to check whether she got the room or not, she intimated that she had not got the room. I asked to give her mobile to the receptionist Ms Zen but she refused to talk over the mobile. I asked to get the reception number where she was not coming to the phone but when my wife countered her, she spoke me over the hotel phone. When asked her for the reason of delay of the room, she mentioned that as per the hotel policy, the check out time is 3 pm and connot give the room before 3pm. Her way of communication was very blunt and seems that she was really not interested to give the room. I think she makes her opionion based on caste and creed. With long discussion, finally she did,t gave the room even till 3 pm. I wife was waiting in the lobby till then. Later on it was told to my wife by the other manager that your room cannot be allocated as the previous shift manager told her that the room was not allocated as the customer did't payed and refused to pay in the morning. I have a question to IHG team, do you think any customer who has shared his credit card number for autodebit while doing the reservation will refuse to pay even when he is with his wife on a trip. Holiday Inn is a very group and deals mostly with a Corporate customer, how come the reception team can think of this type of issue. I have to leave the office and meeting with half day leave so as to reach the hotel to give the payment. I reached hotel but by that time Ms Zen's working hour was over. He told be since I refused to pay, the room was not allocated which was a false allegation on a customer. This make me highly frustated and though never to use Holiday Inn ever. I ask the duty manager to get my payment charged and allocate the room. The payment was done without using my PHYSICAL card and hotel was allocated at 4pm (One hour date as per the time of 3pm). Post allocation of the room, I requested the duty manager Mr Taj for allowing me to check out at 2pm tomorrow (Gold Elite member have the option to check by 2pm by mutual agreement with the hotel team). During his processing, other lady at the reception Ms Tia started domitating the Duty Manager, not to extend beyond 11 am. When time and again reuesting the duty manage, Ms Tia always jumps inbetween before the duty manager says anything. Tia was not allowing the Duty Manager to speak and share his opinion. Seems that Tia was doing this intentially and have some instruction from Zen. Final after 20 mins of discussion, I was allowed to check out at 1pm for the next day.
The hanlding of the customer by Ms Zen and Ms Tia was very unprofessional and behavour of both with my wife was really frustrating. I expect IGH to take a strict action with such team member and provide proper training. Since my wife was in the lobby for allmost 6 hours, I expect strong action against these two members, get my hotel stay amount refunded to me with mental harrashment compensation from Holiday Inn. Next day during check out, the Duty Manager Mr Jay Cummings was updated and he assured that he is going to update to the Hotel General Manager Amber Sizer and she will be connecting on this BIG Misbehaviour from his team but its more than a week, I didn't received any response from the General Manager of the Hotel, hence putting up this compliant and expecting a proper resolution from IHG team.

20

Good morning,
On November 14th I checked into your Holiday Inn Express located at 13261 Raceway Dr. Northlake, Texas 76262. I was given my key and proceeded to my room. When I got to my room and opened the door someone said HELLO??? There was someone already checked into the room that I was given. I then went downstairs to inform them that I was given a room that was already checkout to someone else. I was concerned for my safely in this situation being a women checking into the hotel by myself. As I was waiting for another room, JP the associate helping me was very kind and helpful, but I do think he should have taken care of getting me my room first and sending me on my way instead of calling managers to inform them of the situation as I stood there waiting. He had just arrived for his shift as was very confused as to what was going on and I appreciate him being on the phone with management trying to figure out what went wrong, but he should have taken care of me first. I will still continue to stay at your hotel, but I do think this is a situation that needs to be addressed and I would like to be compensated for it. I will be staying at your hotel again on November 22 and hope to have a better experience.

20

We took our 4 children there and while the pool was amazing they offered NO BREAKFAST at all!!!! That is the main reason for choosing HOLIDAY INN. NEVER AGAIN……I expected this from a Quality Inn but not HOLIDAY INN. I worked there several years ago in housekeeping and this isn’t normal in the operation of things. This was in Swansea, IL by the way and we were there for my sons 10 th birthday. I DO EXPECT them to handle this.

60

Half of the power to our room went out during the night. Apparently only our room. When I called the front desk I was told that this occurs frequently and that they would trip the breaker to correct the problem.
Normally this would have only been a minor problem except that my wife uses an oxygen generator along with a Trillogy respirator at night. This left her unknowingly without oxygen support for a good part of the night.
My main concern is that the management of the facility is aware of the problem and has not corrected it. I made everyone aware that we would be using oxygen equipment when the reservation was made and upon arrival.
Otherwise, the hotel was very pleasant and I intended for it to be my go-to place to stay when I’m in the area.
Please inform me if the situation is corrected in the future.

80

On our recent stay at your inn in McCalla, Al we awoke to find that half of the power in our room was off and apparently had been for a large part of the night. Apparently our room was the only room affected at the time.
Two things about this:
1. My wife was using her oxygen generator and Trillogy ventilator and experienced mild distress when she woke.
2. Most distressing was that when I contacted the front desk, after asking my room number, I was told that this often happens and they would trip the breaker down stairs and have it back on shortly.

This is a relatively new hotel unit and the fact that there is a known problem with the electrical system that has not been addressed when we checked in with medical equipment now has me searching for another hotel in the area.

Fortunately my wife experienced only minor breathing problems. But someone with a more serious respiratory problem may not be as fortunate.

Please make sure that the management of this unit Is aware that this problem could have a more serious result in the future.
Since this electrical problem was known and not addressed will have me seeking another hotel in the future. I regret this since the rest of the hotel was very nice.
Thank you. I look forward to hearing that this will no longer be a problem.
Regards
S. J. Scannelly
6081 Frontier Lane
Nashville, Tn 37212

20

Hello
My name is Anthony Hamilton
In August I booked a room at the Holiday Inn in Makati,
I was opening up a new bank account and leaving a bank so to make the transaction easier I decided to prepay and I informed them that I would have another credit card for any charges while I was there ,
They sent me a form and the payment for the entire stay was paid.
Less than a week before the trip, we had a COVID exposure in our building at work which forced us to be on quarantine and thus miss the trip.
I knew I might lose some money from the reservation but not all.
I simply asked for a refund for the unused vacation, however they told me it was company policy to refund the card where the money was issued.
I called the bank who said we cant take money from an account that was closed.
I have gone back and forth the credit department at Holiday Inn Makati.
I am obviously not someone trying to scam Holiday Inn and I wish the account was not closed.
I do not know why they cant either issue me a check minus the cost to send it since they cant deposit the money to my new account.
It had been one of the places I enjoyed staying when my work sent me to Makati but I will say this experience has now lost my business with them forever.
Sincerely
Anthony Hamilton

20

We arrived at the Holiday Inn Savannah, Georgia on October 13th around 10:00 pm. When we stopped at the desk we were ignored by the staff. We made reservations for a King Suite. We were given the keys to our room. When we opened the door, the smell was so horrible it smelled musty, moldy, damp and there was a very loud noise. There was a large industrial fan on the floor and a Dehumidifier. We went down to the desk and complained about our room. We were told that they had no rooms, after insisting they give us another king room. They called someone and the person on the phone said to give us another King room. We went up to our room and we were very upset to find out that they had given us a room that was a two double room. My husband could not sleep in the Queen beds the bed was too small for two people. The next day my husband went down to the front desk to ask for coffee, again he was ignored. We requested to have our room cleaned when we came back the room was not cleaned. My husband asked to give him a cost for the king room and was told she didn’t know how to do the math. We were told they would give us a 30% discount. Due to not given a receipt we don’t know if they gave us 30% off the double Queen room or King Suite or the King room. At this point we were very tired and just wanted to get in our room. When we went to check out, we asked for our balance and the girl said you just need to put the king in the jar.
We are very disappointed with the Holiday Inn Savannah. Because of the experience we had or 40th Anniversary was stressful. I hope that you will look into the issues with the Holiday Inn Savannah and correct the issues at this location.

20

Please have somebody call me 516-356-9061

20

Hi, we stayed at the Holiday Inn express in Worcester Massachusetts 10/28-10/29 we had two rooms, one for my husband and myself and one for my son. The bathroom sink in our room did not drain well and would pack up every time we used it. The first night was fine. It was a little warm there so we did not want the heat on in the room we put the AC on which worked fine. On our way out of the hotel Saturday morning we asked if our room could be cleaned and made up and they said yes. We returned to our room Saturday afternoon about 430, the bed was made, but we had no towels at all the garbage pails were filled. My husband did let the front desk know and the woman there was very nice and upset that this had happened. Also, while eating breakfast there Sunday morning, the TV that was on was very loud and the subject on the news was disturbing, I asked the woman working in the dining area if she could lower it, and she said no because she had to keep it turned up for the other people in the room to hear it, and she said she had been corrected once before by management that she could not change the channels because somebody else might not want another channel, I had just asked her to lower it. I’m just thinking maybe you should not have a TV on at all because of peoples different preferences. Thank you.

20

Confirmation details : 43894318
My husband and I reserved a room at the Holiday Inn, Herbert Walker Avenue, Southampton, for 1 night (7th October 2022), with car parking and taxi service next day to the P&O ship, Iona. On our return on the 22nd October I phoned the taxi service and was told we would have to wait an hour before a taxi would take us back to the Holiday Inn. This was unacceptable so I paid for another taxi. We felt completely let down by this sort of service. Surely, the taxi company and Holiday Inn should have known the numbers of customers arriving in Southampton that day and made appropriate arrangements.
I feel very let down as we have stayed at the Holiday Inn, Southampton on many occasions.
Mrs. E. Shairp

20

On October 20, 2022, I received a call from the front desk agent, Sasha. The call came in around 7:30 pm, and I was asked to provide a CC to hold the room because my card was declined. I was apologetic and told Sasha that my wife would call her in 15 minutes with a card for them to save our room. At around 8 pm, my wife called, and Sasha took the card and charged it. Sasha at no time mentioned that she was canceling our room. The drive for us is 5hrs and 45minutes, and we were visiting our son who goes to Bowdoin. When we arrived at 1 pm, there was an apparent flood at the hotel, and we could not check in. The fire department was there as well.
As you can imagine, we were highly disappointed and exhausted. We went out and had lunch with our son and took some scenery to give your hotel a chance to balance itself. Well, when we returned, we were informed by Sasha that we were checked out. How were we checked out if she called us last night, took our credit card information, and did not mention that she was canceling the room because we did not get there at a specific time? I had this room booked for October 20-23. As we tried to book this room again, the alarm went off twice more at about 9 pm. The customers were quite upset, as were we, and were told they were testing the sprinkler system. She said this without notifying the guests. What if there were an actual situation? Were the guests supposed to think it was a " sprinkler test "? We asked to speak to the manager, who Sasha mentioned was not there. She gave his name as Mr.Patel.
We wanted a refund, or the least they could do was give us the room for the date and rate I originally booked. Sasha could not fulfill that request and was charging us over the price I initially booked, so we reluctantly paid for one night out of sheer exhaustion. The next day we booked a room at Hotel 44 ( right next door to this hotel) at $100 less than what Sasha offered. We had a horrible experience with your hotel's service and management and will not be returning. It is a shame because we stayed with your hotel in August and plan on visiting Maine every other month. The fact that the manager could not extend a common courtesy was disgraceful. Unfortunately, you have lost a customer and a member. The hotel subject is Holiday Inn Express Freeport - Brunswick Area 450 U.S. Route 1Freeport, ME 04032 US, and my confirmation number for the dates in question is #41903781
Check On October 20, 2022, Check Out: October 23, 2022.
I urge corporate to speak to this hotel's management. And to be careful what they tell their guests regarding potential fire hazards because saying that a sprinkler test was being done without informing the guests can lead to detrimental outcomes if an actual situation had occurred at this hotel. Think lawsuits.

20

The early part of September, 2022 I contacted Holiday Inn, 12 Mile in Novi,. Michigan to have a family event November 19, 2022 and rent the conference room in expectation of 12 or more guests. The contact was Pat and spoke to Joe. As the date gets closer, it seems for no good reason this is impossible. Please intervene as this makes me look incompetent. Thank you

20

Why allow people to book a room online if you don’t allow locals to stay there? Complete bs. I want a refund and not in 10 business days. Today. The day you all took the money and didn’t get me a room. Oh and let’s not forget the owner having a idgaf attitude saying “it’s there money not mine” yeah def not ever booking here again.

20

On September 21 and 22, 2022, we stayed in the Holiday Inn Express Denver Downtown, 1715 Tremont Place, Denver, CO 80202.

The morning of the 23rd we packed up and locked our suitcases and checked out. A few hours later in Colorado Springs, we needed the laptop, could not find it, and realized we’d left it charging in the hotel room. So we phoned the Holiday Inn and told Security we’d left it in our room. They told us they would check with housekeeping and look in the Lost & Found, then phone us back. We waited at least 2 hours and when no callback came, we phoned again.

The Security said he’d spoken to the person who cleaned the room and she said she did not find a laptop. We were astounded since we’d told him exactly where we’d left it: on the bedside table, plugged in and charging.

Distressed and perturbed, we returned to the Holiday Inn the next morning from Colorado Springs. The Front Desk assured us no one had slept in room 1761 that night and gave us a key to go inside and look for ourselves. We looked carefully and found nothing.

We returned to the front desk where we were assured that “Our housekeeping staff is excellent and we stand behind them. The maid for 1761 is a long-time employee and we trust her.” We asked who else could have been in the room. Front desk had no ideas.

Just then a man came up to the front desk and said, “My GoPro camera is missing!” We gave Security our contact information and they “assured us” they would make a formal report… However, we neither saw nor signed any report. At that point we had to leave to catch our airplane. So we left -- just as they were assuring the other man that they would look in the Lost & Found for his GoPro...

We are writing this letter to call to your attention that something questionable is going on in this particular hotel. We request that you review the number of thefts in this hotel to see if they are excessive compared to your other hotels.

We would appreciate any feedback that you are able to provide us.

Sincerely,
David M. SHILLING

20

I have a time share through Holiday Inn (Orange Lake). The payment that was meant for my credit card accidentally went to Holiday Inn’s Capital Management Company. I have been given the run around since August, to get my money back! They have repeatedly lied to me. I am filing a complaint with the state of Georgia and BBB. This is absolutely a shameful business practice.

60

I owned a cleaning business. So because of that I get cleaning biz. Your Hotels are one of the only I stay in. #1 reason, I never found bed bug #2 Your breakfast staff excellent!!!! Food could be warmer. But it's not cold. And it saves me time and money to leave hotel go get breakfast somewhere else. Eat in car whatever. Your lobby nice and enjoy my breakfast at your hotels. Cleanliness varies from hotel to hotel. That needs to be more uniform as rest of hotel. Check in always a breeze. Thank you for having a comfy bed. Like mine at home. Thick mattress nice bedding. And clean mattresses! Yep I checked them too! Keep up the good work. I think the last hotel we stayed in. Needed the most attention to Cleanliness. Plymouth Mass. I was traveling back from Maine. Stayed in many hotels on trip to and coming back to PA. I have submitted pics on other reviews along the trip on Google. So not providing here. As I deleted after rating your hotels. Plymouth only one I did not provide pics. I was having phone issues. But thought I wish I could of.
Thank You for you continued service as one of my go to hotels.
Mary Lesser

20

Breakfast service. Terrible. Service. Didn't start till 7:30 but I was there. Just waiting drinking my coffee. Woman from back comes out and yells at me. There's no food till 7:30. They brought the food out at 7:25 and then continued to yell. Don't eat until 7:30. I won't be back

20

IHG Membership # 893690287
Scheduled 2-night stay: 9/24 - 9/26/2022
Phone # associated with acct: (973) 698-6962

IHG/Holiday Inn Express & Suites, specifically

My family and I recently patronized your location in Durham, North Carolina - 4912 S. Miami Blvd in Research Triangle Park. I am writing to file a formal complaint and inform you of our extreme disappointment with our stay. My husband, daughter, and I drove into town all the way from New Jersey. Yes, there were plenty of hotel options in the area, but prior to our journey we chose to stay at an IHG hotel because of your reputation for excellence.

Unfortunately, upon arrival, I soon learned that my assessment was wrong. After a long road trip, I was immediately disheartened to find that we did not receive the 4-star treatment as advertised. First, when we arrived at our room on the 4th floor (which was supposed to be a suite), the room itself did not match the photos on your website. After we put our belongings down and pulled the covers back on the bed, there were live, moving black bugs crawling on the crisp white sheets. It was utterly alarming, to say the least. We swiftly grabbed our things, as we did not know where else there could be creatures crawling, possibly getting into our bags. It was awful and horrific. After a long road trip, we were already exhausted and looking forward to a smooth check-in and CLEAN suite. I guess that was too much to ask for.

I have a picture (attached) and a recorded video of the bug moving in the bed. Then, Not only did we have to go back downstairs and explain to the front desk associate what was going on in the room he assigned us, he did not offer ANY compensation, discounts, etc. for the gross occurrence for our current OR future stay. We asked for a supervisor, and to no avail, we were denied that request. He switched our room to the 2nd floor, and again, the "suite" was not as spacious or spread out as advertised on the website. This room was clean, however, it did not ease our discomfort at all from what had just taken place a few minutes prior. I understand that the gentleman at the front desk may not have the authority to fix all things, but he could have done more. No empathy, no remorse, no refund, no discount, no follow-up, nothing. I am prompted to post this horrific experience across all social media platforms, including pictures and video as evidence. We believe this encounter should be shared and known by anyone who will listen. This experience dampened our entire stay and was quite stressful from check-in to check-out. Going forward, we will take pause to never recommend the IHG brand or book with you ever again. It is appalling to be devalued as a paying customer.

20

on september 18th of this year i was dealing with a situation where i felt i needed to get a room for the night. i was waiting for money to be deposited onto my netspend card from a friend. in the meanwhile i got online to priceline booking for a reservation. however plans changed and there were more urgent matters i had to address first so i once again got online and cancelled the reservation,assuming since i dd everything correctly in the time frame to cancel,my 114.41 would remain untouched. after all,,i never consented to the removal of my money. and so after cancelling,i shut diwn my chromebook and was transported to the hospital to seek treatment of injures substained from my abussive spouse. i was there for two days and upon returning to nicholasville and trying to fill the prescriptions written out to me,i discovered my card was minus the 114.41. when i called nesend customer servce i was told that holiday inn had indeed taken my money and charged me for a room i never stayed in. i went t speak with a staff member who then told me that i would have to get my refund from priceline since it was them who took it upon themselves to charge me for a room i wasnt aware of. over the past several days i have been frustrated wuth each person i had to explain this issue wth all over,only to be discnnected from the cnversation. now i was recently told that holiday inn denied the approval for my refund. i will not sit by and allow this insane action to take place. i want my 114.41 put back onto my netspend card becase neither prceline nor holiday inn had y permission or knowledge of taking my money to pay for a room that i cancelled and never stayed in. shortly i will be walking back to holiday inn to see if they are compentant enough to give me a response,as well as get their story straight as to who can resolve this. this is such crap and ridiculous to even think my money is yours to keep for doing nothing. ive already spoken to the bbb bureau and i will continue to keep on and on until the right thig is done. im fed up with the hassle and demand my money,now

20

We checked in at holiday inn express, sep 6,2022. In olaska wi. We got in the motel it was beautiful in the lobby, the lady at the front desk right away had a bad attitude toward us, we didn’t take it personal cause we figured she might of been tired and short staffed, she continued to answer the phone and help others while we waited, we stood there abt 20 min n she finally helped us. We got to our rooms 203, and 205, i and my family had 205, my husband Robert went to the pool with our two sons right away, and I just laid down, I decided to shower and when I got ready there was hair all over in the bathtub and floor was dirty. The stand between the beds was full of white residue from i don’t know what, I called the front desk to let her know, and she said she would switch our rooms, so I had to go get my husband and my sons n we moved to 207. I checked the room out and hair in the bathtub and sun and the floor dirty, I called her and she told me I will be up, she was upset and slammed the phone, little did I know it she was upset with us and she come pounding on our door, and walked right in the bathroom and I pointed it out to her, and she took the hair and tried picking up crumbs on the floor with her hands. And told me it was cleaned and there was only one hair snd hair sticks. She said I’m not saying it’s ok but I can come wipe it out for you, I’m like it’s ok cause we’re tired and we will manage. She was so upset start yelling and turning red, and I told her to stop yelling at me, and she told me I’m going to write down and let them know I offered to help us. Like if it was clean why clean it again, but she knew it wasn’t clean by the loons of it. And why yell at us, when we’re the customers, who wants to get help by someone that is already mad and yelling, she made us feel very uncomfortable my sons didn’t have to hear that, and I told her to keep talking she said I will and im going to let them know I offered to help. Who is them? And I don’t know if anything will be done, but we are not troublesome people, I hope I spelled the city right. Any questions call us, we are reward members this is upsetting, we will get over it, but I don’t think that’s a good attitude for a front desk worker to treat people.

20

We stayed in the St Albans branch on 02/09/22 as a family of 4, 2 adults and 2children when arrived the room was only prepared for 2 I asked the receptionist for help and they brought bedding and left us to make the bed ourselves, then we stayed at holiday inn Hammersmith on 03/09/22 the air conditioning dripped onto the carpet all night the room was very noisy above bar and smelled of cigarettes all night coming through the window also the receptionist told us the car park was maximum £20 when we parked at 18.10 the next day we took the car at 16.00 and was charged £40 this is not acceptable when we payed full room rates in both hotels I would appreciate a reply and some sort of compensation

20

We stayed at the Holiday in resort s and suites on August 4,2022 and checked out I. August 5,2022. I still have not received my $200 deposit and have been calling for weeks only to be told several different excuses as to why I have not received my money yet. I have never had this happen at any hotel we’ve stayed at and we do this often as mini vacas.

20

I was staying at one of the locations in Frankenmuth,MI and one of the employees named Stephanie had a very bad attitude while speaking to my wife and daughter after they realized that we were given a different room from what we paid for and when they asked her to explain she then raised her voice at them. She would not let them get a refund and asked them to leave. She said there was nothing she could do considering that I wasn’t with them because I ended up being hospitalized before the trip.

20

Me and my family was the the hotel in Gloucester, VA for a family vacation on July 22, 2022 thru July 24, 2022, before my daughter goes off to college. I booked all the room under my name and since my brother and his family was the first ones to check in they took the payment for the room from my account. I paid for my two rooms that night when we checked in. That Saturday me and my sister in law spoke to the manager Angelique and explained to her what happened. My sister in law paid for her room and she informed that my money would be refunded to me 3 to 5 days. Called two week later since the money was not put back on my card, the manager now states that my bill only has the two rooms but my bank account still has the three rooms, mine, my daughters and my sister in law. I informed her about the bank statement and she tells me that I have to call the my bank and stop the payment on the third room. OK I call my bank and inform them of what's going on. My bank tells me that I have to get a copy of the bill from the hotel. Ok i called this past Monday spoke to Keith or Kevin could not hear customers were checking into the hotel. Explained to him what happened and that I needed a copy of my bill and he tells me that it shows three rooms for me when the manager stated to me that it showed two. Ok he informs me that he will email my bill to me today (Monday) it's now Wednesday and I still don't have my bill. I've been trying for over a month and still nothing has been done.
Kind Regards
Candice Blango -Howard

20

My daughter left her white NASA sweatshirt in the romm. I called them 4 times to get it back. All I got was ma'am I don't do the laundry and no one called me back. Also I was charged a rate and when I checked they charged an extra $10 and told me they did not charge enough. I am very disappointed. We were there July 15-16. I

60

Stayed at Holiday Inn in Columbia Tennessee on July 15th and 16th. A guest (or employee) had two Doberman dogs running outside without leashes. Complaint was made to the front desk and they said they were in Foreman the manager on duty. Upon returning 2 The Holiday Inn Columbia on July 16th, the Dobermans were outside with the front desk person on duty as well as another individual. Again, no leashes on the dogs and when they saw us driving up the dogs were taken to a side entrance. The dogs were allowed in a side door and taken up to floor number two room 212 without the dogs having leashes. This was upsetting as other people had their dogs there and had them secure it with leashes. There were many children there that I observed those two days we stayed and evidently this matter was not taken to another account when mentioned to the front desk. I asked for Holiday Inns corporate office phone number and was told by the front desk person that they did not have it so I told them I would find it on my own

20

on the 24th june 2022, 19:10, i arrived with my group (i am the tour leader), 32 pax, to Holiday inn Gaya hotel in Porto, Portogal.
we were asked to pay the city tax upon arrivel and i asked to do it later, becouse we had a very long day. i was refused and told these are the regulations.
thats OK...but i asked to speek with the reception manager and i met a rude and yelling person, acting ugly and towering like i am criminal.
let me tell you in advance - my company will never againe use this hotel, and we bring each year more then 10 groups to portogal. i never met, in my proffesional life, such a rude and unproffesional person working as an hotel personal.
shame on you for having him as your employee.

20

Had to wait on are room till about 4:30 or 15 till 5:00 the room wasn’t very clean there was hair on the tub and 2 toilet paper rolls throw in a shelf towels wasn’t neat at all look to be throw on the shelf cost 19 to park I’ve stayed at a lot holiday Inn this by far was the dirtiest

20

1) room smell
2) hallways stairways smell
3) aC loud and inefficient
4) sink drains poorly
5) ran out of towels

20

It's sad how holiday inn express in dearborn michigan treat employee they give u a position then bring someone else in without telling you and just knock u out I think if they feel u not doing good let u know not just bring someone in one day always nothing to work with when we come in to work oh let's not forget about always somebody check not right or not there then want someone's to wait 2 week but bills can't wait two week they should not be a part of holiday inn express company I wouldn't stay there and I work there trying to get it together cause corporate coming next week

20

we have been staying here for 6 weeks at 800$ a week. last weekend about 30 kids and their parents stayed here. a nightmare isnt enough of a word. Drunk parents in the parking lot till 3 am kids racing all over most of the night. been run out of the pool 4 days in row cause employees took it over. 2 days ago myself and another women wouldnt go in the pool cause the same employee and her husband/boyfriend were groping each other, her and her kids and family have taken over the pool for 4 days in row. now today pool is closed for her to have a private party. Im all for rewarding employees, but my God when your spending over 4000 a month and they just take over is crazy! Couldnt even sit out there in the shade!!! Also today a pickup with goats is parked in the front lot, goats are in cages. while the owners are relaxing in the airconditining, these goats are out there roasting in 103 heat index!!!! Do your employees care? Dont know cant find any!! They are all out by the pool at a private birthday party!! I have also had a man that i guess works at the front desk, sleeps more then anything, extremely rude a few times to me. They doing a lot of work on this hotel, he told me one day move your car or it will get damaged. you do have a handful of employees here are great and deserve a pay raise. we are now looking for another hotel to stay in cause our house wont be ready for another 4 weeks and I refuse to ay this place another 4000! Very unhappy customer

20

We visited Holiday Inn Express in Moab on May 29, 30, 31 of 2022.

When we first arrived, the 2 queen room that we booked and reserved on line had been given away, but thankfully, the receptionist gave us another 2 queen room. I think she had to give us a riom from someone who had not arriced, but I was thankful to have it.

However, after the next evening arrived and our room had not been cleaned, trash emptied, towels refresh, etc, we asked the manager at front desk about this. She very ugly and rudely replied, "We don't HAVE to clean your room, due to covid." We were shocked at her attitude, and her reply. We had booked for 3 nights, and had to stop the maid in the hall to get clean towels, and coffee

I have always had a good opinion of Holiday Inn. For just a few dollars more, we could have stayed at the Hyatt Place, or if we had wanted a low budget hotel, the Motel 6 just down the street. But we never imagined that the treatment and service at Holiday Inn Express would be SO poor.

We spent top dollars for the hotel visit, and did not receive even minimal service or accommodations.

Dana Segur

20

After I had checked out they let my daughter extend the stay on my card (she wasn’t even on my reservation), and then tried to run it for 10 extra days. I had called the front desk three times to let them know that no one was allowed to stay in my room after I had checked out and they forgot to pass on the information. There were $500 in damages to the room and they're still trying to make me pay for it.

20

I made a reservation at the bullhead city Az location on may 30/22 due to the pictures on line on your website of a indoor pool
I called about the pool hours about 10 hours before check in and spoke with Lisa who was by far unprofessional quoting this is a new hotel you know so the pool has no water ! I said this is why I choose this hotel because my kids wanted to swim in the indoor pool ! Lisa said well it’s to late to cancel ! I said but it’s false advertising!!!! She said oh no we took off the pictures of the pool from our website ! I said no you did not and I have photos from your website proving the website shows photos of a indoor pool with water !!! I told her I won’t be keeping this reservation due to misleading website ! And said I still have to pay ! I was charged $160 and I never even stayed there! I was looking forward to staying at the hotel but unfortunately due to misleading pictures of a indoor swimming pool I canceled but still charged $160!!!

20

Worst experience. Room was not clean and in a very dark deserted area of the hotel - when I asked the front desk to Change my room I was told they could not. The hotel could not accommodate me with a clean safe room and charged me to cancel my reservation. I addressed this with the Holiday In Corporate office and they did not assist with a refund. I asked to escalate the matter to management and was told the team
Leader does not take calls. Never in my life have I been treated so poorly by a hospitality company. extremely poor customer care

20

Holiday Inn,

I stayed at the Holiday Inn Alexandria La. downtown 5/20-5/21and I have to say - worst hotel ever
I know you probably won't reply - yet it was so bad I feel the need to vent

1) _ over 20 people in line - and only one attendant
2) - manager walked by and no interest in helping
3) staff very rude
4)- over 45 min to get sandwich from deli
5) only 1/4 roll toilet paper in room
6) plaster dropping from ceiling in numerous areas
7) roaches in urinal
8) only one elevator working
9) 2 toilets in ladies room backed up
10)-trash overflowing in lobby restroom and lobby
11)-shower head on opposite end than drain - have never seen this
12)- shower curtain ripped and falling
13)- took over 2hr to get blanket from front desk
14) - worker standing around doing nothing

HOPE YOU CLOSE THIS PLACE DOWN - ITS A DISGRACE

Rick

20

Booked The holiday inn at the pavilion in Myrtle Beach in February for May 23 through May 26. Specifically said we wanted the high-rise hotel oceanview and we were told we had the high rise hotel oceanview after we booked it. When we checked in we were told that they only have one oceanfront view room available and it was in the smaller hotel as if we didn’t book it three months before. We talked to other guests there and they booked their rooms a month before and they were in the high-rise hotel oceanview. The carpet in our room was disgusting we couldn’t walk on the carpet without shoes on because our socks or feet would turn black from walking on the carpet. The smoke detector chirped for three days and no one change the batteries. Because we were not in the high-rise part and we were on the first floor of the smaller building we had to listen to the loud motorcycles in the parking lot next to our room which would not have happened if we got the room we originally booked and told we had. I paid for something I did not receive I paid for something that was not afforded to me that I was told I had I expect a response to this complaint.

20

The Plymouth Minnesota hotel has the worst customer service desk clerk ever. When I asked for the managers phone number I was told she would hand it to me. When I stepped forward to get it she asked me to leave and called the police and proceeded to lie to the police about me yelling at her. Luckily I recorded the entire conversation and never yelled. On top of this she said she would give information after we called the police and again never did. Worst experience ever. Basically don’t lie to the police

20

My husband recently stayed at the above hotel from 5/5/22 - 5/9/22. He was locked out of his room because of a broken lock that was supposed to be fixed the day before. He comes back to his room on 5/8/22 and can not get into his room. He waited out side his room from 9:15 pm to 11:00 pm until maintenance finally arrived to fix it. He then had to be relocated to another room, this is all after being exhausted and needing to get rest for his trip back to New Jersey from South Carolina. I am his wife and I spoke to a staff member that night, who claimed to have spoken to management about the situation and a refund of a $300.00 was suppose to be returned and that did not happen. I am beyond pissed and I need management to correct this unacceptable type of service.

20

I have been trying to a group booking of 30 rooms for a team event and have had no luck. I then attempted to speak with hotel manager who was beyond rude refused to give me his name and hung up on me. Then proceeded to call me back and cancel my individual reservation with the hotel.
I am not sure how this level of service is allowed in such a well established organization!!!

20

I booked a room at the Holiday Inn Express in Twin Falls, Idaho several weeks in advance of my stay, of May 6, 2022. I reserved a room with 2 queens beds. When I arrived the room contained a king bed and a pull out cot. My friend agreed to take the cot and said she was miserable all night due to springs poking her. Would you explain why my initial reservation was changed without my knowledge or permission? Thank you, Donna L. Corless

20

I have been a strict vegetarian for 28 years. I bit into a piece of ham in my veggie omelet!!!!

20

We booked a night for a layover in Dallas at the Holiday Inn express 4550 West John Carpenter Freeway Irving Texas. After getting our background we called for a shuttle and was told it would be 15-20 min after waiting 40 minutes I called again to be told it would be another 10 min the shuttle arrived 20 min after that phone call and an hour from my first phone call. Once we arrived the staff we called the front desk to get our coffee maker fixed or a kettle for hot water as we had not eaten and needed hot water for the mr noodles, staff said they would call right back and 20 minutes later they called back with no solution, rudely telling us they were busy dealing with other customers. We have stayed at many Holiday Inns in Canada but I guarantee we will not be staying at another Holiday Inn.

20

Brighton CO HOLIDAY Inn Express no people clean the room

20

It is so sad I have to give a bad review because my stay and staff were pleasant. However I work for the Government and we must have receipts to be reimbursed, and I have never had an issue with obtaining a receipt after a stay at an hotel, However I have now been trying to obtain the receipt for about 3weeks with no resolve! This particular hotel is currently closed for renovations and customer service has NO clue how to assist during the closure of the hotel. Apparently because the reservation was made with no email attached the hotel is the only source that can add it to have the receipt emailed to me. I have asked and escalated this matter 4 times for an alternate solution to assist, and everyone is so dumbfounded on what to do its really amazing. It is BEYOND ridiculous at how a chain this BIG has no work arounds in place for something as small as a receipt request! VERY UNPROFESSIONAL! I have also made the request for our regional booking agency to NOT book us with IHG any longer its to much hassle literally over nothing, I would hate to see how they would respond to an urgent matter...

20

No rooms ready a 4 pm and bad customer service because I am latino the lady in front asked me if I have enough money to pay the hotel I am membership for holiday inn express and I use the same company old the time alot times in the year but everything going to change they don't fix nothing .

20

My adult granddaughter was embarrassed and belittle by an employee in front of multiple other guests this morning over her lack of having shoes on., she was making a cup of coffee was told it was a health code violation to be out of her room without shoes on .. proceeded to tell (yell)her a second time as she was going to set her cup down and go get them embarrassed she went back to our room he stood at the top of the hall watching her til she got to our room.

20

First of all I was charged more then what was agreed to when i called to make reservation. On top of overcharging me i arrive from the airport to check in and they hit me with deposit fee thst they assured i would get back upon check out , the front desk was extremely rude and even after paying all of it i had to wait 4 hours to get in room! They only had one working elevator which caused ridiculous amounts of time waiting to get anywhere, manager was no help and zero hospitality and i paid over 400$/night plus deposit. Its been over a week and still havnt got it back and no help when i call i get put on hold or told someone will contact me but they dont.

20

I was charged for a night I didn’t stay, talked to Vanessa at and she said it was my fault.
Made a reservation when your company sent me a email for a special 105.00 night reservation number 26691343 for March 12, 2022, got to the hotel at 7035 Western Drive Indianapolis, In and lady at the front desk said the reservation was cancelled.
Made another reservation and paid $180.83.
Just got my bank statement and I was charged $123.73 and looking into this further I found out that charge was for March 5, I didn’t make that reservation.
In conclusion I was charged $123.73 and I am going to loose that money and I didn’t stay there, not fair. Somehow human error or computer error has caused this.
All I know is I walked into the hotel and the lady behind the counter said this reservation has been canceled.

20

I was overcharged and not aware of the charge until checkout that I would be charged an extra $500 fee I am reaching out to file a complaint on the manager at holiday inn express in spring texas
We have not had any problems with our recent stays over the past years until now .
This has affected me financially and I do not appreciate the way it is being handled if you can get back to me via email or directly at I would appreciate it tremendously!

20

Dear Sir/Madam
My husband and myself and friends stayed at The Holiday Inn, Coventry M6 Jct 2 on Saturday 19th March 2022; we were given room 323 when we arrived, about 1.30/2.00pm.

We were relaxing in our room, and there was a terrible smell, a very strong chlorinated smell, it made me feel very sick, dizzy and a little disoriented. A member of staff knocked on our door, around 4.30 and told us that we were being evacuated as there was an incident on the 1st floor. There were several firemen milling around and we were told to move quickly and leave and go to reception.

We packed as quickly as possible and went to reception where we were allocated room 201. We went and unpacked and within about 30 minutes a fireman knocked on our door and told us that we must keep the window open for ventilation. At this point I wanted to leave the hotel and return home, but both my husband and myself had had an alcoholic drink at the bar so we’re unable to drive.

We had no choice but to stay and prepared to go out and eat. Later that evening, arriving back in the room and preparing to sleep, we realised that there was an awful noise outside our room, like a generator. We had been told to keep the window open so that’s all we could hear. Sleep was impossible, it was a permanent noise and I have attempted to attach a video so you can hear how loud it was, but have been unable to do that but I have kept it so hopefully I can attach it to an email address if you can provide me with one.

We had no sleep, we do not feel that it was our fault that we had to move rooms initially and when we asked at reception for another room we were told that there was no where else and that we had to put up with the noise.

We paid for a bed to sleep in that we were unable to do, I am requesting a refund of £71.20 that we paid. Thank you.
Kind regards
Petra Wilson

20

I booked with a baseball travel team for a weekend in the Scottsdale Arizona region. Talked with the front desk gave him a card to hold, was told that I would not be charged until check out. Minutes later I was charged on that card which put me negative in my account. When I talked to the front desk they told me it was a one time charge and that the rest of my stay wouldn't be charged until check out. The next day I was charged again, putting me super negative in my account to where they shut my credit card off. I then went to give them a new credit card to pay for the stay and was overcharged to wear it shut that credit card off because it wasn't approved. So then I was stuck with no hotel room and no money on a weekend.. It totally ruined our whole stay and made it completely chaotic. I have talked with our baseball team and surrounding teams in the area and have sent out information to other traveling teams to not book with you guys anymore it was completely ridiculous and I was treated completely rudely. This is not how customers should be treated especially when I'm paying so much. Maybe take some time and retrain your employees. Also our room was disgusting. If I'm paying over $300 anight I should have to deal with wet carpet and nasty crumbs all over the room. We even found a fake nail in our bathroom.

40

Upon arrival on Friday 3/4/2022, I was pleasantly surprised when I walked into the lobby because it smelled so clean. I was greeted so kindly by the man at the front desk. Checked into my room and was happy with it. My first inconvenience was I had trouble with the room key deactivating twice on Friday. Saturday morning we left for the day. When we came back to the room, the garbage was emptied, but that was the only thing that was done to our room. We never got our used towels picked up OR replaced. We went to the front desk and got towels ourself. The cleaning service is part of what we pay for so were expecting clean towels. Sunday we were gone for the day. When we arrived back at the hotel, our room key would not work again getting into the side door from the outside parking lot so we went around to the lobby to get it fixed again!! Christa at the front desk said, "Well that happens all the time." Like it was no big deal. Not impressed with Christa at all. When we got back to our room, we found our room door was OPEN for anyone to come in. That is SO NOT OK!!!! We called the front desk, and again Christa was NO HELP AT ALL!! We asked for a manager and were told by her that there wouldn't be a manager here until Wednesday, today is Sunday, March 6,2022. With many hotels to chose from, we stayed here thinking the Holiday Inn is a reputable hotel. I would hope that this complaint is something that IHG would take serious.

20

The holiday in express detroit airport fraudulently charged a room to my credit card.

20

Good afternoon,

I am trying to reach out to as many IHG contacts as possible asking for help, I have sent multiple emails to the manager at this location and has not heard back I have reached out to the location directly spoke to a young man first asking if Norma was still the manager and he confirmed she was so then I explained I needed to speak with her about some concerns we had with our stay and she hadn't returned emails but I he could check forna back that was left in my room, he put me on hold for about 10 minutes then someone picked up phone a hung it up, so I called back he answered again and told me he couldn't find it then a women took the phone from him and said "what it your problem" so I explained about the back that was left, explained about how the room connected to ours that I booked for our daughter who arrived before me with my Granddaughters had been smoked out in, someone had chilled in the beed and had crumbs all over the bed she hung the phone up on me, so I call back again and get same women I continue to explain to her the bed my son slept in felt like it was going to break and AC kept breaking all through the night. By the time I checked in I could still smell the heavy pot smell coming from that room and couldn't believe they would check a family with kids in that room. Then brought up my missing bag that has all my Olaplex shampoos, gucci bloom perfume, kora face cream and all kinds of other items I haven't unpacked from our recent 2 week trip to Disney world and Universal studios during the holidays she then told me they only hold things for so long after the stay and then toss them when they dont hear from anyone, I reminded her I have been contacting by email the Manager Norma by email and click she hung up on me again!!! I'm not stupid they didn't throw this bag away with expensive products in it! I called back multiple times but now they would answer and hang up over and over. Still nothing from Norma at all, called today and asked to speak with her was told she was available and when the girl realized it was me again she hung up.
I would really like to collect my items, I would think every employee at that location needs a drug test to see who is smoking out in these rooms, some quality control needs to happen at this location aswell as some customer service skills. We have many gymnastics meets coming up in that area I have allready shared our experience with this hotel and I am going to keep going. I honestly can not believe we have been treated this way what so ever.

Sincerely,
Heather Riedlecker

20

I booked a stay at the Holiday Inn Express & Suites Schulenburg, TX for one night 2/12. I did book through a 3rd party vendor. My daughter contracted COVID was very ill and we were unable to attend the wedding in town.

I reached out to the 3rd party vendor and stated there could be a refund given at the discretion of the property management. Multiple emails and phone calls were made to grant the refund due to the circumstances. There was no response given. I personally called multiple times and was told the manager was not in the office. When I was finally able to get in contact with the management on property she stated the refund could not be given because it was an advanced purchase. I know this is not a true statement because I have received a refund in the past from another property that was booked through a 3rd party vendor. The managers at this property are heartless and did not want to hear anything I had to say. I actually did the property a favor by not staying with them knowing I had been exposed to COVID. After working on the frontlines of a COVID unit for the past 2 years people need to be more understanding of how the disease is so unpredictable and can change peoples travel plans very quickly. I would like a refund and return phone call/email from corporate customer service.

20

Last weekend we had to travel out of town for a competition and reserved a room at Holiday Inn Airport West Palm Beach. Myself and my two small children checked in very late at night. When we went up to the room my kids complained about the room smelling very bad. The room reeked of marijuana. The girl at the front desk Alexandria was extremely rude. I was told someone would come check out the room and no one ever did. Being completely exhausted that night we fell asleep. Again, in the morning the room smelled so bad we could not tolerate it anymore. Again I complained to the front desk girl and she said she knew it smelled and that she would document it. She also encouraged me to contact the assistant general manager Christine. I have left over 5 messages without a return call. When I called the hotel and again spoke to the extremely unprofessional Supervisor, Alexandria, she hung up on me. I have never had such a bad experience and I cant believe they would put me in that room knowing I was checking in with two small kids. I can be reached at if someone wants to call and make it right otherwise, I probably wont ever in my life stay at a Holiday Inn.

Sincerely,
Michelle Ehret

20

We Amiel & Daniela Brown experienced terrible stay at the Holiday Inn Express located in Avenel Feb. 13,14, and the 25, 2022.
My wife was informed thru Guest service to hurry placing reservations thru Snap Travel on timer. We endured noise disturbance four of those days. I addressed the noise disturbance to guest service but, front desk agents wouldn't enforced nor look into these issues. One of the overnight staff told my wife to leave out of hotel in early in the morning when the temperatures was 16 degrees out. We mention to front desk that each time my wife took a shower the water was cold. In fact We spoke with the supervisor and General Manager about these issues. Mrs. Pasquale (GM) mention my wife that she would adjust and refund her back her funds. In addition, she mention that she was very sorry about our visit. Earlier the supervisor (name unknown), spoke with me stating that Housekeeping and whoever else informed them that we were yelling or arguing within their presence. I stated that we were not arguing nor disrespecting the staff what so ever. I addressed the above issues with her and she was ignored our concerns. She began stating that the GM informed her that she discounted us and that we are no longer extended stay at there.... They show no respect for us nor my wife 's health. My wife is dealing with migraine headaches and blood pressure. I informed guest service each check in that we wanted to place at the end of the hallway to alleviate drama or noise disturbance. We felt like they didn't respect nor serve us. In addition, they never refunded my wife her $100.00 for incidental fees. We know they are going to deny or fabricate stories in a negative manner about us. We would never recommend no one to visit or stay at that hotel. If you have any concerns please email me back a response to Thanks

20

After being locked out my room due to a door jam I had nowhere to stay my belongings were on the inside locked away due to this locked door I called the front there was nothing they could do about until days later I live 2hrs away I was called late yesterday afternoon to come pick up belongings I wasn’t able to make it So I came the very next morning which was very inconvenient for me but I made it happened. When I arrived no one was at the front desk so I was frustrated I walked around looking for
The hotel clerk 10 mins later I walked into a linen closet and found him folding towels Wow
So if anyone comes in they will not be greeted because all employees are in the back So I began to explain to him that I was coming to grab my belongings and he said you can’t get anything until you sign this paper I told him I wasn’t aware of any charges due to the circumstances and the other party was being charged for the damages So how am I responsible because your door got jammed my card was charged for each night that I wasn’t even allowed to use the room and also
I was charged for the door I do understand things happen but for this employee to call
Me all kind of names because I wanted my belongings and run off with my belongings and I had to chase him down Im
In disbelief and can’t understand how he could treat a customer this way very rude and disappointed be careful who you hire I own a business and I would never fight with my customers

20

Stayed for Christmas Holidays to visit family and we felt like we had a Motel 6 type of room on the beachfront . We were so unhappy with your room #470 and property that we had to vacate two days early! Please note staff was friendly and courteous....it was the room that needs major updates namlely sliding glass door would only can be opened and closed by Hulk Hogan ,door jam was rotted , closet doors hurt my wife fingers , phone did not work and;2 German shepherd large dogs were pooping right down the front lawn sprinkler while eating breakfast!...True nightmare ...we advise you close the facility till you can totally renovate property and rooms . Our intended stay was from Dec 22 - Dec 27....never again .... Gratefully appreciate a refund .

20

We checked in on 10/5/21 thru 10/18/21

We went to our room and the TV was not in working order. I called the desk and they moved us to room #139 Handicap room.
When we entered there was a strong musty smell but we were so tired we decided just to stay and deal with it. We went to take
a shower and there wasn't any soap. I called and asked and they said I would need to come down to get it. I stood in line for about
5 minutes and watched 3 other customers request soap as well. The shower curtain didn't reach the floor so when we would take a
shower it would flood the floor & we had to use towels to clean it up. Consequently, we were always out of towels and had to go to
the front desk constantly to get towels. I told the front desk our problem that it was flooding and soaking the carpet entrance of the
room. They said they would relay the problem to the manager and I would hear back. Consequently, we never heard back in regard to our
complaint every day of the same growing problem After 13 days of soaking the carpet and the awful smell growing we checked out of
our room to go to another hotel. When we checked out I informed the clerk once again of the problem and she said "Oh, I will be sure
to close the room off so it can be repaired. That was no help to us since we lived in squishy stinking carpet, no towels, and only housekeeping
2 times with a 13 day stay. I was visiting my home town in Solana Beach where I was brought up for 65 years because my Mom passed
away in October. This was very stressful and our stay at the Holiday Inn Express Carlsbad made everything worse. It has taken me this long to complain because of my Mom's passing. I at least expected the General Manager to compensate us and make things right, but that never happened and it was obvious to me that they could care less just as long as my credit card was approved for payment. Hopefully you will make this right for us.

20

Hi, my husband and I had room blocks set for October 28th and 29th 2021at holiday inn in Warrenton Missouri for our wedding. Everything was going great from the time I set everything up with them. Then I sent out a reminder message to all of our guest that we’re planning to stay that they had till the 29th of September to get our block rate. That was when it started to go down hill. I found out that one of my guest was unsure if her 3 rooms she booked was really booked because she never received a confirmation email. I called the hotel for her and spoke with Danielle and she said they had no rooms booked for my guest under that name. I had my guest call and book again and made sure they took care of her. I then emailed Abigail asking for a list of all my guest that booked rooms so I could see if anyone else that called and booked rooms was truly in the system so I wouldn’t have to deal with this the day of the wedding. Abigail was not responding so I called and asked to speak with a manger which I then got disconnected, but Abigail then called me immediately after. I spoke with her and she sent me a list of all the guest and everything was correct. She also stated that they don’t send confirmation emails unless a guest ask for one which makes no sense to me and all of this could have been avoided if they would do their job. Then skip to October 28th the rehearsal night, I had a guest that had 3 rooms blocked that were part of the wedding party. I’m on my way to rehearsal when I get a call from this guest saying they had no rooms booked for them and the hotel was booked for the night. Now normally I would think she made the mistake, but I was with her in person at the hotel when she booked all 3 rooms and she said two nights and I specifically know she said that because when my father in law booked 3 rooms the person at the front desk asked do you want 2 nights as well (which they did not). So feeling stuck I just called Holiday inn in wentzville mo to see if they had rooms available and had them stay there for the night in hopes the Warrenton mo staff would own up to their mistake (which they did not). That family was part of our wedding and had to miss the rehearsal because of this. Then the wedding day comes and when I think it can’t get worse I was called again with another screw up on their part. My husband and I rented a shuttle on top of the complementary shuttle that the hotel provides because we had so many people staying and the hotel shuttle just wasn’t big enough. Abigail and I set up times for the hotel shuttle and the Jed shuttle that we hired to alternate pickup/drop offs so no one had to wait. I do have the emails from Abigail stating all of this. At 4:20 I get a call from the guest saying they only had 1 time for the hotel shuttle and that was at 5. They were supposed to start taking guest at 3,4 and 5. I had this set up that way we could have pictures done before the wedding that started at 6. I call the hotel and explain to them that they needed to get guests over to the venue and they said they were never told that and would get it going. Then not 15 minutes later I get a call again that the shuttle just left with no one on it (turns out there was 1 person on it) and they were standing out there waiting for it, but they just drove right past them. They then just jumped in their car because at this point they needed to be at the venue. We ended up having to start the wedding 30 mins late because of the lack of communication between Abigail and the staff. Then at the end of the night the shuttle was sitting out there like they were supposed to and then informed us that they won’t take kids because of safety. While I do get that, these were school age kids who ride a school bus and are to big to ride in car seats. So the parents then had to figure out how to get them to the hotel since most of them rode with someone who already left, so they had to pile kids in a car sitting on each other’s laps making it more unsafe then riding the shuttle because the hotel never informed anyone that kids would not be able to ride their shuttle and our shuttle was already done for the night. The next morning I had so many complaints from guest saying how unorganized this hotel was and how rude the staff was. I of course try to call, but something must be wrong with the phones because every time I try to call to say something I get hung up on. I know times are hard and it’s hard to get good staff, but I highly recommend that you train the staff to be a little more friendly and to communicate with one another because this was the last thing I wanted to deal with on my wedding day. I have never stayed at a hotel with such terrible service.

20

Please please call me I need answers and help the manager keyur did very bad things to my account and took money from other accounts as.well I have all papers.to prove.he.messed with my credit card I have texts with everything please call

20

Disgusted the holiday inn in Washington won’t give me a plate to take to my room to eat some food. I’m staying here now and have never been refused by any hotel before, absolutely disgusted!!!!

20

Hello, to whom it may concern after booking a week long stay at Holiday Inn Express located at 3101 Dallas Parkway, Plano, Tx 75093 and only staying two of those nights I was so rudely awoken to a hotel manager banging on my door telling me that my room smelled of marijuana and that I had thirty minutes to remove all of my belongings and leave the premises. That room reeked of that God awful smell when I first arrived and so did the whole hall in fact the ONLY reason I did not ask to move rooms is because I am disabled, have lupus, and I am on dialysis because my first kidney transplant failed I mean I literally have a catheter that goes directly to my heart and hangs out of my chest. I would have happily asked to move rooms if I had the energy to move all of my belongings AGAIN it was hard enough the first time getting them all the way up to the third floor. I told this manager it was absolutely not me and she continued to say that it absolutely had to have been me because that is how my kind are as I asked what she meant by that she said you Mexicans! Then told me I had to leave or she was going to call the cops on me! I cannot believe how rude, absurd, and disrespectful this manager was to me! On top of all this craziness the manager is refusing to refund my remaining four days, I live off of disability and cannot afford to just lose $400. Something has to be done Holiday Inn can not allow it's managers to behave this way. I need a refund and to be compensated for the unnecessary amount of emotional stress this has caused me. If you cannot help me please get me in touch with someone who can. 

20

Checked in on 10/23 at 5:20pm because our room wasn't ready yet.....the front desk was rude to us and then we finally got in our room after the Hotel Manager went to inspect it and said it was cleaned.... Once we got in our room, the smell was horrible.....smelt like mold and then walked over to the bed and the maid just kept the old sheets on the bed and how we know this is there was dirty shoe prints all over.....Had to call the front desk for clean sheets to be brought up and she did bring them up and proceeded to toss at me.

I would like some of our money refunded back as the service we received was unacceptable. Your room was not worth the over $400.00 I paid for it and I will never stay in one of you establishments again.

We were in Room #306 and checked out on 10/25.

Please respond to this complaint as I can't reach anyone on your phones.

Beth Armstrong

20

I tried to make a reservation to Mt. Kisco Holiday Inn and will be able to stay 2 nights for the astounding price of $445.00. After making the reservation, I was redirected to a salesman that offered a 4 day 3 night stay in 12 different resorts with no other requirements. When I hesitated, the salesman offered to extend the time I could use this offer to two years and several free comps. The price of $199.00 was to be refunded. We talked about different areas, and I mentioned that Scottsdale AZ was a nice spot, but would let them know. The salesman was to email me the details and a credit card receipt. He said there were no "seminars" that we had to attend.

Nothing was ever received and I called several times. I was told there were indeed seminars and it had to used within one year - not two. Then we kept getting congratulatory emails about going to Scottsdale, which we had never asked for specifically.

I cancelled the charge with the credit card company and googled the HICV - Holiday Inn Club Vacation plans. The BBB has so many complaints about this operation that I called the HICV people back and insisted on a refund, but they said I had to send an email. I did, but nothing has been heard, and no credit has been received.

We are keeping the exorbitant costly reservation at Mt. Kisco because there seems to be nothing else available at this late date, but you should know that we are now limiting stays at any Holiday Inn. I don't like being led into scams that are perpetuated by what I think are reputable businesses. Your redirection while making this reservation was not appropriate.

20

We arrived at check to be told that we could not leave car park between 0830 and 115 tomorrow! No mention of this on website or in confirmation email. We are supposed to be visiting family!! Told I had to complain via email to hotel manager and couldn’t formally complain to company. I hope this proves them wrong! A ruined visit and £200 wasted. Unacceptable that information not available at time of booking or with confirmation email. Hope to hear. Paul

20

We stayed at the Holiday Inn in Heber City Utah on October 3 and 4 and left a day early on the 5th. When we arrived on the morning of the 3rd I commented to the lady at the desk that there was loads of "large dog" poop in the grass between the front door and the handicapped spot where we parked. Someone had even stepped in it and tracked onto the sidewalk. She had no response. The next day at the end of the day I mentioned it to a different lady and got no response. At the end of the day of the 4th I ran into the manager and mentioned it to her and she said they were aware of it but were to busy to pick it up. Maybe I am different than most management these days, but I would have put my stuff down if I were her and gone out and picked it up myself. Because of registering three complaints and no one caring we decided to leave the next morning, a day early.
We have stayed at Holiday Inn hotels for 45 years and have never been greeted with the "I don't care attitude before". We will not stay there again but will go to the Best Western across the street.

20

I suite area was disgusting

20

the manager is unresponsive to my questions. Also came into our room without being asked. When asked why he was in our room he kept nodding as if it were his fault.

20

Drew Caudal, General Manager with the Holiday Inn did not resolve my issue with price gouging. We always stay at this hotel, however, his name was given to me after staff reserved my room for $126.72. I received a call back from a professional staff name Patty who said my room would be charged $175.12 each night. I was very upset and asked to speak with the general manager who was Drew Caudal. I also had IHG rewards that was no good to use as a discount there amount was even higher price. My $126.72 was jacked up to a higher price at $175.12. I should have been informed of this when I reserved the room. I contacted IHG my rewards club since 1991 who stated Drew Holiday Inn Express spelled my name wrong they couldn't pull my rewards up in the system. It was a nightmare to seek resolution. Drew was condescending and provided poor customer service to me. I contacted the Sponsors of the event at this hotel, DE who was made aware of the price hike to their partners. I won't stay at this hotel anymore and will inform more of the partners at the meeting of what happened to me. I also had to cancel my IHG rewards because as was mentioned their discount was no good to use toward this increased price. Covid has left many without jobs, homes, health, business closing etc., we should not have to be punished with increased price gouging having these events in the hotel was a luxury to help them. An unnecessary stress factor. The better Business Bureau was contacted concerning false advertising of prices and poor customer service.

20

I am in Charleston SC on a business trip with 2 of my employees. The conference we are attending is within walking distance. (It was booked and we weren't able to get rooms there) I booked and paid for 3 king rooms, 1 adult each for 4 nights. I figured Holiday Inn is a good hotel chain and the location was perfect so why not.
On the first night, one of my coworkers stated she had killed several roaches in her room. When she called the front desk she was told "oh, my apologies".
Night 2- The same coworker was sleeping and the fire alarm in her room went off. She got up thinking there was a fire, walked down 8 flights of stairs, went to the front desk and told the lady what is happening in her room. Your worker told her that they were on a circuit and aware of the problem as they had to move another guest earlier that evening. They never moved her to another room, just told her there was nothing to worry about and told her she could go back to bed.
The next morning when she told us about her night, we looked in our rooms and found that my other coworker doesn't even have a smoke detector in her room. There are just wires hanging out of the wall where it used to be. Is this not a safety hazard?? Do you think the Fire Marshal would be ok with this and allow you to stay open??
Night 3 - I now have become the roach killer in my room. These bugs are crawling up the walls!!! So here I sit in my room trying to relax, however still on bug patrol, and out of nowhere this horribly loud noise is coming from the room next to mine. I am located right next to the mechanic/sprinkler room just off the lobby. It sounds like there is a airplane jet engine about to come through my wall. I just left my room and walked to the front desk. When I asked what the noise was, I am told that it is the DRYER. I told him that it is so loud in my room that I can't even hear my TV. Again I get.... "my apologies" It's 9:30 pm. I have to be up early.... how long does this run??
Night 4 to be determined. I don't know if I can stick it out here one more night. Shame.... I spent a lot of money for the 3 of us to stay here for this experience.

I would like to suggest that you send someone to this location to check things out. This place needs closed and major repairs need done. There are buckets and pails sitting in the lobby and breakfast area where water is coming through the ceiling. The bathroom off the lobby is gross. There has not been toilet paper for 2 days, there is a huge hair ball on the floor and a woman's fingernail laying on the floor now for 2 days... I think it's the front desk gals as she was missing one. I'm positive this has not been cleaned in quite some time!
This place is truly giving the "Holiday Inn" brand a horrible name!
I have NEVER stayed in a place like this!! And I never will again.

I would appreciate a response to this please. 937-681-2088

20

My husband works for Cox Enterprises that has you as a preferred hotel, that is until our experience today with the manager Percy at 160 Union Avenue in Memphis, TN. In front of hotel guests he yelled at me telling me that I was being loud & I apologized and informed him that I’m deaf in my right ear and heard of hearing so I didn’t mean to sound loud. He then proceeded to argue this as-if I was disrupting others and said I slammed the microwave (which I did not). My husband gets off work to pick us up and goes in to talk to him and he had complete disregard for my medical issues, and when I tried to say to him, calmly (watch the cameras and you’ll see I’m right) “sir I feel it’s inappropriate for you to embarrass me about my medical condition” he interrupts me saying “we’re done here” over and over every time I tried to say that one sentence. I’m completely shocked at what took place and how he could be in management and treat someone that way for no reason. If you see the footage you will see he was completely blowing the situation out of proportion. It’s never ok to mistreat someone, especially a customer, like this for a medical condition they can’t help. I asked who his boss is and he said he didn’t have anyone above him and then said word for word “I am the end all be all” when I called to ask who his boss was. Please have someone contact me as I would line to escalate this fora resolution before I seek out legal council against him and Holiday Inn. I’ve never been treated so bad or embarrassed in my life.

40

Incident at Holiday Inn Express – Charlestown, WV
Manager on staff: Kaysi M.
General Manager: Jason Butt
Date of incident: 9/18/2021
Person injured: Nancy Rifkin
Time of incident: 6:15pm (approx.)

On 9/18/2021 my wife and I checked into the Holiday Inn Express – Charlestown, WV (Rm. 1090) at approximately 5:00pm. Initially we had intended to stay just the one night but, after looking at the room, and the property, we decided to extend the stay for two nights.
My wife and I returned to our room, got changed into our bathing suits so we could take advantage of their outdoor pool. We spent approximately 45 minutes to an hour in the pool before returning to the room to shower for dinner. My wife got in the shower at approximately 6:05pm; at approximately 6:15 I heard a large crash and my wife called out to me. I ran to the bathroom to find my wife on the floor by the toilet, wincing in pain and shaken. I looked at the water in the bathtub and it was approximately 4” from the top of the tub (my wife was NOT taking a bath). I immediately reached down to pull open the drain and the entire stopper pulled out in my hands. The water began to drain and my wife told me to replace the stopper before the water completely drained so the maintenance staff could survey the situation. She began to cry and I helped her to her feet and tried to calm her. I helped her to a chair and asked her if she wanted to go to the emergency room. She was concerned about the expense this would incur due to being out of state and out of network; she just wanted to go home.
I went to the front desk to report the accident and inform the manager (Kaysi) that we would be checking out. She informed me that the emergency room was very close if we decided to go.
I returned to the room and convinced my wife to go to the emergency room just to be safe.
I returned to the front desk and told Kaysi that we were going to the emergency room. If we find that she is just shaken /scared and it’s nothing serious, we might stay for the two nights but, we wouldn’t know until we hear from the doctor. Kaysi told me that she would be able to comp our stay if we decide to check out that night.
My wife and I arrived at the emergency room at 6:45pm (approx.) and she was brought in to see the doctor around 7:15pm. X-rays were taken and the doctor pressed around to see where she was injured.
At approximately 8:10pm I was called to sit with my wife. *(Kaysi called me just as I was walking in to the building to inform me that she had written up an incident report that she’d need me to sign when we returned.) I asked Kaysi to send the maintenance staff to the room while we were out to address the toilet and any other issue related to the drain.
The nurse gave her a prescription pain killer at 8:25-ish. It wasn’t until close to 9:30pm that the doctor came in to give us the results of the x-ray. He said he could not see a break but, that didn’t mean there wasn’t one. He said a rib could have a hairline break but, not show in an x-ray. He recommended we start pain killers (Naproxen or Motrin) and, depending upon my wife’s pain tolerance, we should head home so she can see her family practitioner.
It is now 9:30pm (approx.) and neither of us had eaten dinner so we found a local restaurant that was open late. By the time we finished dinner and got back to the hotel it was close to 11:00pm. I helped my wife to bed and went to the front desk to review / sign the incident report. I needed to make one correction to the incident report; on the second page Kaysi had checked that medical treatment was not required. I disagreed and my wife most certainly did require medical attention as evidenced by the lengthy visit to the emergency room.
I told Kaysi that we’d be checking out and leaving in the morning; I recall her telling me that she had intended to comp the stay due to the incident. I thanked her for her understanding and went to the room. I saw that the toilet had been straightened out but the drain we the same as before we left. Kaysi told me that the toilet was temporarily fixed; would work for the evening but, a more permanent repair would be needed after we had checked out.
*I have come to find that, technically, we should have been moved to another room due to the fact that the problem area that had contributed to the accident (tub drain stopper) had not been addressed and could create a problem again if not for us; any future guest.
Needless to say, we both had a restless night and got up early so we could start our long drive home to NJ as soon as possible. We were packed and loaded by 8:00am so I went to the front desk to hand in our key cards and get a copy of the incident report.
The desk agent (Mateo) retrieved a copy of the incident report for me as well as a copy of the receipt. Expecting to see a charge of zero dollars I saw a charge of $248.59 on the invoice. I questioned Mateo about this as I was under the impression that Kaysi was going to forgive any charges due to the inconvenience and injury my wife and I experienced. Mateo was unaware of any comp agreement and he had no note from Kaysi to that effect. I told him I would call Kaysi when she got in to work later in the day.
I called Kaysi at 3:15pm (9/19/2021) and asked her if we had been charged for the night’s stay. She told me we had been charged. I told her that I thought she had told me she would be comping our stay and she told me that she charged us for the one night and would have given us a $20.00 discount for the second night (which we didn’t use).
I told her that I didn’t see why we were being charged anything since we spent 90% of our time there in the emergency room due to an injury my wife incurred due to a faulty drain in the tub. She didn’t offer to provide a refund so I told her I would be taking this issue up with my credit card company and I would be filing a dispute.
On Monday evening (9/20/2021) my wife visited our family physician to be checked out following our trip. After looking over her injuries and doing a thorough check, he had put her on a medical leave until October 7, 2021 if she has healed sufficiently to be able to perform her job 100%.
So, not only did the lack of maintenance on the tub drain cause my wife to spend an evening in the emergency room, have bruised soft tissue / ribs, a severely bruised arm, and a shortened birthday getaway. We will now be faced with a bill for a visit to the emergency room, a bill for a visit to our family doctor and lost revenue due to being placed on medical leave.
I also find it upsetting that, after having to leave a message with IHG’s customer care line on 9/20/21, I have yet to receive a return call from anyone regarding this incident.

*9/22/2021: Called Customer Care and spoke to a representative (Kale) to start a case regarding this incident. Case number – 10496390713.
*9/23/2021: Received a call from Jason Butt (GM of the facility). Right from the start I felt it was being handled unprofessionally as I could tell Jason had me on speaker phone and had not announced that fact to me. I asked that he take me off of speaker phone, which he did.
He told me that he had received my case regarding this incident and, since I had already contacted my credit card to file a dispute, he said that he was going to close the case and not dispute my claim. I would be getting a refund for the one night and not charged for the second night (which we didn’t stay for). He went on to say that the issue with us being charged was just a matter of miscommunication at which point I assured him that it was NOT a case of miscommunication. I spoke to Mateo (agent on when we checked out) and later in the day I contacted Kaysi (manager on duty when we checked in) and they both confirmed that we were being charged for the one night.
Throughout the conversation Jason interrupted me on numerous occasions (something who has ever been through management training should know not to do when you have an upset customer in front of you or on the phone). He also seemed to have a slight attitude which angered me as well.
I expressed my disappointment in how this incident had been handled from a local and corporate level. His only comment was that he would not be disputing my claim and I would be getting a refund.
I reminded him that, in addition to the insult of being charged for the one night stay (which we were being reimbursed for but, only after I disputed the charge with my credit card company), we will be faced with the expense of a trip to the emergency room, a follow up visit with our local family physician when we got home. The physician put my wife on a 2 week medical leave because she is unable to perform her job in her current condition so we will also be faced with lost revenue as a result of this incident.
There was never an offer to cover the emergency room expense, no offer of even a voucher for a free night in a Holiday Inn Express of our choice; I hardly even got an apology from him about this happening to my wife at his facility.
To say that we are disappointed in the whole outcome of this would be a vast understatement.

20

Kathy Bragg

Hi my name is Kathy Bragg,
I stay at your Ben Salem Pa location at least once every 1-2 months. Each time has been a bad experience. I stay there because it's in the Parx casino parking lot and they give a discount for Parx customers.
During one visit my sister and I checked in, went to our rooms and when we went to leave our room we couldn't get out, the locked jammed. We made several attempts and finally the door opened. We told the front desk and they said they would send someone up to fix it. Several hours later we came back to the room to get ready to go out to dinner, when we left the room, my sister had to go back in to get something and again the door didn't open FROM EITHER SIDE!!! So they didn't fix it!! What if there had been a fire?! How was my sister going to get out of the room?!!
Other times we have dealt with insanely rude employees, dirty rooms, wet carpets and mildew smells. Every time when I ask to speak to a manager there is never one available to come to the desk. Each time I call on the phone I'm told there is no manager there. Does your hotel hire managers?
One time we were told the pool would be open and when we got there it was closed.
Several times we went and there was no toilet paper and the next day we had no fresh towels. We were told they only give clean towels the next day if we call the desk to ask. Shouldn't your cleaning staff supply fresh towels in the morning and also supply TOILET PAPER?!!
I was there again this past weekend and again there was no toilet paper. And when we went out to the pool it was dirty. The 5 foot end of the pool had dirt and leaves, A LOT of them. So we went in the other end and had to stay away from the deeper end so we didn't have to swim in dirt!! However, when I went to get out of the three foot end of the pool there were cigarette butts floating by the steps in the pool. I know your staff is not responsible for the inconsideration bs of your customers but your staff IS responsible for maintaining the rooms and the grounds.
As I said I go quite often with either my sister or friends, usually my
Also I want it known that I have been trying to resolve these issues for since August of 2020. No manager has ever returned my call, that's why I finally decided to contact your corporate office. I never should have had to take it this far.
sister or my friend books the room and we split the cost. Unfortunately I have yet to have a good, CLEAN experience.
I will be staying there again the weekend of September 18th, I think at this point we deserve a free room, if not for this visit then possibly for the next. And perhaps you should better train your employees. They simply don't care. I have stayed at Holiday Inn in four other states and have never had an issue. So what is the problem with your Ben Salem Pa location?!

20

I checked in at the Holiday Inn in Nashville Tennessee on 4th Street. We requested a room with 2 queen beds and a pull out couch. When we got to the room it did not have a pull out sofa. I went back to the desk and the gentleman said “you requested a room with a view”. I told the gentleman we did not request a room with a view and he said “well that’s what it says you requested”. Then he changed to room to have a pull out sofa bed. We went to the new room and it was dirty - sheets all over the floor. I went back down and asked that he put us back in the original room and he said no that he was going to give us a room with a pull out couch. Then he said the couch is not a pull out bed. It just pulls out. I said we needed a pull out bed and he said none of the rooms have that. However he still I sit later on changing the room and gave us yet another room. When we went to that room it was a connecting room. We went back down and requested that we be cancelled and he said they would charge us. I explained that the situation was not our fault and we had stayed in holiday inns our entire trip without issue until now. He still said they would charge us. There was no apology or asking what could be done like maybe putting us in a holiday inn express. He was rude and unhelpful. He acted quite annoyed. I have had very good experiences prior to this . It is unfortunate as I do not even want to stay in Nashville now.

20

I am writing in to file a complaint about fraudulent charges on my sisters credit card when we came to stay at one of your holiday inns. What I don’t like is feeling like I can’t get a room through your establishment. I feel like should I use my bank card or credit cards your employee is going to try to steal my money or try to make fraudulent charges. It’s not ok that your employees take what is not theirs. Moving forward I will be letting everyone I know not to go to Holiday Inn because their employees like to steal credit card info and think they are about to purchase things.

0

Corey was new and I understand but he was so slow and took 30 minutes to check in and missed a lot of the things he should ask for. I had to leave because my husband was in icu at Scott and white, my daughter stayed until morning. I had a wreak going home and someone stole my purse with my credit card and Id. I canceled my cards when I got home, but the one there actually went through. I called back to get a copy of drivers license but he never sent it to me and I called again the manger said she to had contact him to do it which is ridiculous! I told her I was going to report to corporate. I don’t want to get anyone in trouble but when someone is in dire need this really heartless.

20

Terrible service. I booked a room at the holiday inn
at Niagra falls on 5339Murray street a room by the pool 3 weeks in advance and was confirmed by the manager that it was booked. I then get a call two days later and was told the room was no longer available. I asked for the manager about the situation and I was told that I was speaking with the manager. She said I csn book another room even though I booked in advance and have it cancelled fir no reason and can come down to see if there was a room for me by the pool. I then asked to speak to the owner Coco who I had met many times birng a repeat customer every year. The manager refused to pass the message and was thrn told to go gladly find another hotel because the room I booked was no longer available. This lady should not be working as a manager. I have made a complaint to head office about this. I have been going there for the last 10 years just to get my room cancelled and told to go elsewhere. Coco you seriously need to change your management staff. Terrible service.

20

We requested a pet-friendly room at the Murphysboro Holiday Inn Express tonight at 8 pm. We were told that since this hotel was brand new (open one week ago) they were not accepting pets. And we were told to drive 15 miles down the road to the Holiday Imm Express in Carbondale.

I thought ALL Holiday Inn and Holiday Inn Express locations were pet friendly. When did your policy change?

20

Not a complaint. I want to say thank you to both Nigel and Judy at Holiday Inn Clearwater Florida for being outstanding employees! I travel A LOT! I’m retired from NASA and have my own business that requires a tons of travel. I’ve stayed in many different hotels. These folks have been top notch front desk associates. I hope Holiday Inn recognizes the efforts they make to keep guests happy.

20

Our family stayed in Holiday InnExpress in Moss Poiny Amoco Drive Mississippi for 3 night. When we check in evening time front desk lady was very accommodating, she even offer free drinks to other occupants that already stayed in hotel , So the next. day since the service was good we decided to extend our stay for another day . Evening front desk stayed we can get fmdrinks and snack for kids who is swimming in the pol. . On our thir day in hotel my son got 4 drinks for each one of us , We we’re about to leave to got to beach front desk African Lady brought with her another lady stating that my son was stealing the drink. Was so embarrassing that I have to return the drink , Day shift front desk is very rude . Even during breakfast the server told me if I need the drink it’s free at the front desk but sane lady at front desk very hesitant to offer even bottle water. Seems like she own the place and even control other staff . I observe they way she treat her other co worker. I ask one of the staff if that front desk lady is always rude and the staff said , Yes? Iwe were planing to stay one more night but since they presented such unacceptable attitude towards their costumer , we decide to find another hotel nearby. Hope you give your staff proper customer service enservice

20

Saturday I had reservations at Lavonia Hotel. When I booked I asked specific questions at how many people would be allowed in the pool area and the guy told me there was no limit. He never told me anything about a party room I just learned that from the manager TODAY and she was no better than him. Long story short after only being at the hotel for 30 minutes my party(5 year old birthday)was approached my the COPS not one but TWICE. We were asked to leave, which was not a problem because I would never want to stay there and they treat their guests that way. All I’m asking for is my refund which they would not give and they would not let me talk to a manager. I have never been treated like that in my life. I got treated like I was a nobody. The front desk clerk should NOT be the Face of your establishment. I run a business myself and would never allow my customers to be treated so poorly. I asked the manager do they have recordings because I definitely need that and she told be rudely that I will not be getting a refund and if I needed anything else to talk to cooperate in which she would not give me the number that I needed to look it up myself.

60

Hi,
I didn't have time this is the same room I stayed in last time I was there.
Room 201 needs upgrades bad the paint is peeling in the bathroom and the hot water or lack there of.
We had lukewarm to cold showers and I didn't have time as I was helping build a Camp and didn't have time to come down to speak to you.

I lost my lip chap under the bed and went to go get it well I was disgusted and mortified.
Gum, nerds, pop bottle and a few coins i use to clean hotel rooms.
Staff are wonderful but the rooms leave less to be desired.

Thanks for reading what I had to write
Tara

20

My family block was not kept. The manager, David, reached out to me after 2 days and was supposed to look into it and get back with me. He didn't. The group person, Patti, never called me back. My toilet didn't work and Grayson didn't know how to fix it and therewas no maintenance available. If I ever need to book for my family or myself it will never be at Holiday Inn Express. If anybody ask me about Holiday Inn Express I would advise them not to stay.

60

Myself handicap & uses a walker & can only sit in higher seats. My husband victim of a car accident. Can't put any weight on his leg at all 79 staples after surgery. We're forced out of our room into the lobby & not granted a 1pm check out. We need 3 people to move my husband & a certain vehicle. The manager didn't even try to accommodate us. That still left 2 hours for our room to be cleaned. I would tell handicap people NOT TO COME HERE!!! They DO NOT CARE!!!

20

I stayed 2 nights there and it was very bad for me I feel like evil is around there and I was a target I was poursply being messed with I felt like staff was rude to me my coffee maker caused smoke alarm to go off u can smell the electric on it the desk tells me oh the coffee pit would not do that and acted as if was smoking or something never even got ne a replacement for my room everyone I went yo smoke or left to go out my key would not open my room or the outside door I had to constantly go get key reprogrammed and then I leave fir the day I come back to the do not disturb on my door that I did not put on there and again was treated as if I was a nobody and losing my mind when I checked out I had left housekeeping a lil tip cause that's what I do but I feel like its a shame the way I was looked up and Saturday night slit 9f weed was smoked in hall area reeked so bad of weed it was despicable thetd was also yelling going on nothing was said and I was asked my address 3 different times for the desk computer im very very very upset and feel like I was a nobody just like I've felt my life..the professionalism was not good towards me was not good and I will never stay there again..I worked for your company before and did hotel qirk.my hole life and I would never give none a bad experience like that hotel did me my couple days

20

Our room was booked at least 7 weeks in advance of arrival. Upon arrival I was asked when I would like to have the room cleaned and serviced, we arrived on Tuesday and I wanted the room cleaned on Thursday, that did not happen, ok clean on Friday that didn’t happen either! We originally were going to stay 5 nights! The room was sort of cleaned upon arrival but the carpet was very stained and had a nasty appearance. We are IHG Platinum members and have stayed at several facilities but the one in Corsicana, Texas is the worst! On Tuesday night the fire alarm went off, their explanation oh this happens all the time! Not acceptable in my opinion and I’m a 30 year veteran firefighter!

20

We were told at the desk the cost for that night would be $156. Slid under our door was a bill for 146. We were charged 166. The breakfast was terrible. Muffins were smashed, orange juice machine wasn’t even turned on and there was very little choice. I would give that hotel an F minus

40

Dear Sir/ Madam;

I am writing to express my dissatisfaction with the overall services at your Holiday Inn located at 7927 NW7th Avenue, Miami, FL.

My first compliant began with the traveling agency with whom I made the reservations. I made reservations for two of my siblings who along with myself were attending funeral services for one of our dear cousins.

I had made it clear that they would be paying for their rooms upon their arrival and my charge card was to reserve their room. Upon my arrival, I learned that their bills were charged to my card.

Secondly, when I entered the room 606, I could not believe what I saw. I had paid for a queen size room but was given a king. Then upon looking at the bed, I was further shocked. The condition of the bed was beneath the standard of hotels we support. I have pictures to substantiate my concerns. There were no preparations for dinner in the diner. Was told that a cook could not be found. Did not see any dinner preparations for Friday nor Saturday. Upon arrival, the coffee dispensers were empty as well. I felt that this may have been influenced due to my having seen only Black and Brown people checking in. Due to our distance travel, we had planned to do all of our eating in the hotel. Of course, we had to use Uber for our meals.

I called the front desk to ask for a queen size room and was then given room 307. One of the beds had a big hump in the middle of it. Then when attempting to turn on TV, it would not come on. I called the desk to report it and was told maintenance would be sent up. I called the front desk again after about a hour had passed and was told they had been very busy checking people in and at that point I expressed my dissatisfaction with the services I had received as a guest at this hotel. About 15 minutes later, a young man from the front desk came to the room to discover the remote needed batteries.

My daughter ended up sleeping with me because of being uncomfortable trying to sleep with the hump in the mattress.

Over the years, my husband and I have stayed at your holidays and we have never experienced such displeasures
and negligence of services.
I look forward to hearing from you regarding my concerns.

Sincerely,
Betty C. Hill
2319 River Road
Fort Valley, GA 31030
23bettyc23@gmail.com

20

Upon checking in at the Ada Oklahoma location, it appeared to be a nice quiet modern hotel, at checkin I used my credit card but they told me they wouldn’t charge it till check out which was fine with me . My famiky and I was staying there during a home remodel . The next morning I woke up to 4 notifications on truinf to charge my card different off the wall amounts. I went down to the desk and talked with the lady and she asked if I could stop that and I said I could pause my card . She then advised me to . Each day I extended almost 3 weeks we were there and never had a issue other than daily getting bout 10-15 notifications all of which I screen shot and finally I went to talk to the front desk and told them I’m not unlocking my card to be charged all those amounts that didn’t make sense when the right amount 1718.00 wasn’t ever a charged amount . However that being said it was not my fault they told me that my card would be charged at check out then randomly telling me to pay or vacate the property literally one morning after wishing me good day as I walked our the door to run errands . When I got back I told them I’m contacting my bank and would get back them . They called my room 4-7 times harassing me again . All while this is there mistaken issue not mine . So I made arrangements to go elsewhere and told them I’d contact them over payment once I was advised what to do. Still a week later I’m getting random notifications of charges that don’t pertain to my bill. I’ve made several attempts to reach corporate but no luck yet hopefully this works . My number 5803997809 I have uploaded jist s few of ALL THE NOTIFICATIONS IVE GOT! I’m very much aware of my bill needing paid and intend to pay but not till these other attempted charges are taken off and I stop getting harrssses over how I WAS TREATED AND WHAT I WAS TOLD AND THE END RESULT ! They should of charged me at check in to begin with and I would like a phone call from a much higher employee to further this

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