Holiday Inn Complaints Continued... (Page 5)

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.

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.

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

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

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

I recently stayed at a holiday inn express in Poteau, Ok and had the worse experience I've ever had at a hotel. I've stayed at many Holiday Inns over the years and never come across this issue. we traveled 5 hours to attend a wedding in this city and the marijuana smell was horrible throughout the hotel. You can smell it as soon as you go into the hotel and in the elevator. During the night you can smell in room. It was a horrible night which we didn't sleep. I paid for 2 nights and we left before the second night because of the marijuana smell. The staff could care less and didn't ask when I checked out early. Another thing is I've never paid for my stay before checking out which I thought was weird. If you could refund me for my second night which i didn't stay I would appreciate it.

Sincerely,

Mandy Fine

We stayed at your hotel in Vero Beach,Fl.
Everyone and everything was good and comfortable. One exception to your staff if you catering person Diana. I received so really unusual service from her on the morning of April 4th 2021.
I tried to order some food from her as she appeared from her catering area. Firstly she was not wearing a face mask. Secondly , she announced that at this time I would have to wait 10-15 minutes because she was starting over and making everything fresh.
I went back to the room and my partner and I got ready for the day and back down to get breakfast.
We asked the front desk if the breakfast was over and he went to find her. When she arrived,She rudely said she only had one item left to serve. There was a family of 4 behind us
She then said I only have one serving left. We said ok we would leave and find breakfast on our own.
I would have to say Diana is The flaw in your plan. She is obviously not competent enough to handle her job or protect others from a very serious disease by wearing a mask

Here is the thing. After all the good work everyone in your organization did to make our stay fun clean and safe Diana will be the reason we won’t return.
As a favor to all your good employees and management I am letting you know where you are failing your guests. Jane Deeken/ Max Shuppert

I used to travel weekly and stayed at Holiday Inn quite often, but this stay was the WORST one yet.

There is NOT a boat ramp that the guests can use as advertised online. We called the hotel before booking and asked if we can park with a jet ski and if we can use the boat ramp and we were told "yes". In addition, when we arrived at the hotel, we were handed a map showing the boat ramp. However, when we went to the boat ramp, we were told the ramp was privately owned and we could not use it for staying at the Holiday Inn. So I called the hotel and spoke to the manager, Rick. The manager informed me that the boat ramp is a separate entity and I will have to call the dock master for details. I then informed him that we specifically called the hotel before booking and we were told that we could park with our jet ski and we could use the boat ramp. However, the he kept on saying "I don't know what was said or the context" even though I told him what was said. I was basically accused of being a liar. I then informed him the only reason we booked the hotel was because of the boat ramp; and we took off work and drove 6 hours one way to get there; and at that point, we had been driving around for over an hour trying to find a boat ramp. I was being told again the boat ramp was a separate entity and I will have to call the dock master; he stated again "I do not know what was said and the context when you called". His only remedy was for us to depart early. The entire conversation went around and around in circles. This was the WORST customer service we experienced at any hotel. There was no professionalism or curtesy towards the customers. The overall hospitality from Management to Security was very unpleasant and unprofessional. Not to say that the bathroom exhaust fan fell on top of our friend's head while she was in the bathroom. The hotel is very RUN DOWN and there were CODE VIOLATIONS throughout the facility.

Our room is literally covered in ants. They are on the walls, end table, bed, and carpet! I complained to the front desk about this problem and was only given a can of ant spray and a 25% discount! I have kids in my room that are sleeping, I can’t go and spray ant spray all over in there and there is so many that it isn’t going to make much of a difference! Very disappointed and disgusted!

Terrible, my situation went unresolved.

My husband and I were traveling. We were tired . I used Booking.com.The web site stated that the Holiday inn was let friendly. I wrote on the request that we had a little dog. We get there and check in. My husband takes the dog for a walk. We get kicked out. My husband and I chonic health problems . The staff was rude. They didn't help us. We weren't in that room . I feel we were taken advantage of. We were charged four hundred dollars . It was highway robbery I may never stay at Holiday inn. Is this how you treat people, especially ones who are handicapped!

My credit card was charged multiple times. It took multiple phone calls to get a refund.

Checked in and got a room, couldn’t open the door. Finally got in and the beds looked like someone sat and laid on them. Wet hand towel on the bathroom counter, dirty mat on the floor. Requested new room, the girl at the desk never said sorry or anything. Gave us another room which smelled so bad of damp musty odor, AC made terrible noise all night, bathroom had mold and pink scum in shower!!!! What a shit hole!! I have a sore throat today from breathing in that nasty smell. We will never ever stay at a Holiday Inn property!!! They need to fix this place!!!! I would request a refund but probably won’t get one!!!

Believe someone from Corperate should visit the Holiday Inn Express in Ada, Ok. I would not want a place in as bad of condition representing my name.. After waiting in lobby for an attendent at the desk, found out pool was closed for renovation, could have been inform of the when I was making my reservations. But to find out it has been closed for over a year and all the area is being used for is storage of furniture was something else. Then, I had resired a two room suite, checked in walk into a one room with two beds, back to the office to be told my room had been doubled book, then said "oh you were supposed to have gotten the room next you also". I know if I had not gone back down to complain they wouldn't of said anything and would relented it out. Maintenance on the place is going down so fast, while checking in had to wait while they unstop someone cammo, which I understand can happen, but happen in my room also close to bed time. I've stayed at this holiday inn before, but will no longer stay there again. I've always enjoyed the Holiday inn chain but now will have to reconsider my choices.

Thanks,
Darrell Jones

The hotel room was dirty. The floor was not vacuumed my two boys found a dead spider on the floor there was hair still attached to the hair dryer and the tub looked like it was untouched. There were only two hand towels in the room. The bed smelled like someone sweat. The worst part was taking a cold shower. When I went to the front desk to let them know the answer given was sorry we are at full capacity nothing we can do. If your water heater can’t handle full capacity then they shouldn’t have full capacity. I have never gone to a hotel and experienced a cold shower. Do not charge the price you do for your rooms and not give at minimum warm showers. The front desk could have offered something off the price, tell me they will look into it but all I got was nothing we can do about it. Very poor customer service.

We spent the night at one of the huntsville's locations we were always under the understanding that breakfast was included with our stay well we ended up having to pay $10 a person for breakfast there was not no coffee so apparently we had to pay for the coffee or you had to have the one that was in your room that was terrible but I don't believe that this was right I find it to be stayed at a lot of Holiday Inn Expresses and breakfast was always included if we knew we had to pay $10 a person we would have went out to eat because that breakfast definitely was not worth $10 a person considering my daughter had a bowl of oatmeal and a couple pieces of strawberries they had a funny taste to them the Grits were cold we could have lived with that but the fact is we most likely could have went out and had a good breakfast without having to pay $10 person we never were informed of they had waffles children didn't even get waffles this was the worst experience we've ever had makes me wonder if I ever want to stay at another one no breakfast whatsoever that that that was the clicker at at Holiday Inn Express that's the big deal a with with Holiday Inn Express the the great breakfast but I'll tell you you sure couldn't approved it by us and then the fact is we had to pay an extra it was 2174 two people so it cost us $43 we could have went and had steak for that price at least the Grits would have been hot when we checked in we were told breakfast was at 6 actually breakfast was at 7 but we couldn't even get coffee without having to pay for it I've never ever experienced terrible terrible at a hotel as as this one was not even a cup of coffee I had experience with my house flooding and had to stay at the Holiday Inn Express in Clanton Alabama it was fantastic breakfast was hot good but and I never paid a dime so for us to go to another Holiday Inn Express and ended up having to pay $10 a person for breakfast if this blows my mind my daughter she did the reservations I think she did it under I can't remember what the point is no matter what we should have been informed breakfast was going to cost us $10 each after paying $109 plus tax for a room to sleep I add that this this just still blows my mind here I just can't understand it I I really will think twice about ever booking again little on booking again with American Express

Holiday Inn Express Merriville IN, quoted me one price during the reservation of rooms for my family retreat but increased the price from $98 a night to $240 a night.. I was sent a confirmation with the room prices but Lisa Eylens refused to honor the reservation price first quoted..Very Poor Customer Service skills and Lies to customers and Will Change the name and Price on your reservation..Very Unprofessional.. They will tell you one thing and do another once you attempt to reserve your rooms.. BEWARE‼️

I've got 8 kids coming from Navarre Beach on Sunday back to Louisiana with a small hurrican coming in tried to rent 2 of your rooms in Mobile Alabama on our card but they refused because they all under 21 I'm just trying to take care of the kids don't understand I guess you and the law would ruther see them Dead on the enterstate

Dear Holiday Inn Express,
I made a reservation for my 24-year-old daughter by phone at the Holiday Inn Express at Peachtree Corners / Norcross yesterday. My husband's company is represented by Corporate Lodging (CLC), and has been for more than ten years. We travel A LOT and often look for HIExpress locations because our experience has always been fantastic. The reservation was made, confirmation number given, and all was good. When my daughter showed up to check in with my CLC card, the agent (Maria Munez) wouldn't accept it because the card had my name on it - not hers. This has NEVER been a problem for us at any other HIExpress - again, my daughter is an adult with the same last name and same address as my husband and me. I spoke to Ms. Munez by phone and she told me I would have to drive my ID up to the hotel in order for the reservation to stand. I stated my objections (evening rush hour in Atlanta is exactly why we made the reservation in the first place), but I agreed to drive up in order to show her my license in order to comply with CLC procedures. I left immediately and arrived a little over an hour later. The traffic was not good, but I made the drive anyway in order to complete the check-in process.
When I walked into the lobby, I was informed by a very smug Ms. Munez that the reservation had been cancelled! I didn't really receive a clear answer when I asked her why she had cancelled it, only that the manager (who was not on the property) had agreed to cancelling it. I then asked if I could go ahead and make a new reservation, and I was informed that the hotel was now full. No more rooms. I was not at all happy about what had taken place as it seemed a sort of revenge strategy because I was upset about having to make the drive up there. When I asked for more information, Ms. Munez continued to repeat the same words "If you have any further questions or concerns, you can take them up with the manager." Of course, the manager was not there and talking to the manager in the morning would not help the present situation at all.
I continued to try and get an answer as to why she had cancelled the reservation when she knew I was driving up there. I was doing what she told me I needed to do! Again, she did not really respond to my question but continued to refer me to the manager. I then asked what the policy for cancelling a reservation is...she stated the hotel calls the customer before cancelling. This call did not happen for me. I did not get a call which I would have received on the drive up there. She stated she didn't have my phone number, so she couldn't make the call. She didn't have my number because when the reservation was made, I was not asked for my phone number as I usually am when I reserve rooms with HIExpress. She seemed so concerned about following CLC procedures to a ridiculous extent, but didn't follow HIExpress procedures when she decided to cancel my reservation! Her attempt to follow CLC procedures appears to be only because she was angry with me. Why else would she have cancelled my reservation? If she was such a stickler for doing things the right way, she would have 1) found my number (it must be in HIExpress records somewhere...), or 2) held the room until I arrived.
Obviously, I was not at all happy with this treatment. She offered NO assistance to me at all, and seemed genuinely happy to inform me that the reservation had been cancelled. I'm guessing she thought there might have been some kind of misrepresentation going on, but when I agreed to drive up there to remove any doubt, that should have been enough for her to AT LEAST hold the room until I arrived.
SHE created this problem by 1) not calling before she cancelled the room, 2) not holding the room until I arrived, and 3) offering no assistance or even empathy to my situation. Again, she seemed genuinely pleased to inform me of the cancellation. (Was there perhaps another room at another HIExpress nearby that she could have arranged for me?) She did not represent what I have come to appreciate as excellent customer service through HIExpress employees over the years. She also seemed incapable of understanding why I was so upset. I agreed to do what she said I had to do (drive up there with my ID), then she proceeded to cancel the room anyway. She was clearly trying to get back at me, and I know that that is NOT what HIExpress would consider exemplary customer service.
By the time I arrived, she had created a serious problem that she couldn't fix. Her hasty and vengeful actions which were perhaps compounded by what I can only attribute to a lack of experience resulted in a serious situation for me - her customer. In my 53 years of life, I have NEVER been treated like this. Never. And I certainly do not expect this kind of treatment from a HIExpress employee. She didn't apologize for what she had created by cancelling the reservation when she knew I was on the way, she was clearly angry with me for questioning repeatedly what she had done and why, and she seemed intent on somehow turning this into something I had done wrong instead of working to help the situation. She even went so far as to make a comment about not losing her job over me, and how I didn't want her to come out from behind that desk...? Not sure exactly what she meant by that, but it seems rather inappropriate.
Again, since she had cancelled the reservation and (apparently) given it to someone else, there wasn't a whole lot she could have done at that point, and she knew that. Instead of admitting she had made a mistake in acting so hastily, she became argumentative, defensive, sarcastic, snide, and combative. I admit wholeheartedly that I was upset as well, but I hope someone at your corporate offices can understand why. My reservation was cancelled FOR NO REASON! It was getting later, and I had the ridiculous task of finding another hotel room for my daughter!
Her behavior was simply inexcusable. She never should have cancelled the reservation when she KNEW I was on the way. At the very least, I should have received a phone call. Not having my phone number and not being able to follow HIExpress procedures for cancellation is another reason why she should have waited until I arrived. She should have known that! If you can't locate the customer's number, you don't cancel the room! Instead, she attempted to use not having my number as an excuse.
I simply cannot fathom why she cancelled the room. There is one thing I want to be very clear about, she can't say that she wasn't sure I would actually drive up there. When we hung up the phone, there was NO QUESTION that I was driving up there. I even made a comment about how long it would take me due to the traffic through Atlanta. She admitted while I was standing at her desk that she knew I was on the way. And the sarcastic and condescending tone when combined with the very satisfied look on her face when she informed me the reservation had been cancelled was enough evidence for me that she felt somehow empowered by taking the room away from me.
I was very upset last night, but after finding another room for my daughter (NOT at a HIExpress), I went back and forth on whether or not to even complain. But after thinking about it this morning, I do not want this experience to just go away. This predicament was inexcusable. Ms. Munez created a terrible situation - one that does not reflect HIExpress' commitment to their customers. She was really rude to my daughter and myself (clearly made up her mind that we were criminals), and she showed absolutely NO empathy. My daughter is a professional athlete, and I'm a teacher! We are not criminals! If a two-time teacher-of-the-year has an issue with an employee, I promise you, it's something to look into.
Overall, this experience has not changed my opinion of HIExpress because we have had so many amazing and wonderful experiences with this hotel chain. The hotels are often located in the perfect spot, they are reasonably priced, of course many locations accept Corporate Lodging, and the employees are wonderfully qualified and trained in the art of customer service. Ironically, one of my survey responses about my very positive experiences at at least one of your locations was actually posted on the HIExpress website a couple of years ago! I have expectations when it comes to customer service, but I am not unreasonable. I do not expect a reservation with a confirmation number to simply be cancelled. I don't think that's too much to ask for.
Unfortunately, this was NOT my experience at this particular location. I'm disappointed in Ms. Munez but not in HIExpress. This would not have happened at another location. I'm sure of it. I would strongly suggest that Ms. Munez receive additional training on how to handle a situation like this in the future. A patient and common-sense approach (simply waiting for me to arrive) would have been a much more reasonable and professional approach. She needs training - not everyone who has some kind of issue with their reservation is a criminal.
I would appreciate a response at your earliest convenience.
Thank you for "listening".

Margaret (Peggy) Davenport
100 Brookfield Court
Tyrone, GA 30290
bdavenport@numail.org
Confirmation #: 27667176

Hotel took my medicine from my room and upon bringing attention to the desk clerk he stated his manager said they checked with the housekeeper and housekeeper denied taking the medicine. He did not take any information nor did he apologize and when I told him I would not be back, he indicated that was alright. I think he may have been the one to come in and took my medicine.

Never would I ever go to this hotel again. I'm in the process of filing a police report.

Our rooms were not cleaned, and no clean towels Saturday evening. Our daughter booked the room under her name, but was paid by my husbands credit card. Got back to room Saturday night late, after being at softball tournament, room was not clean and no clean towels. This is horrible for customer service. Husband had to go get towels and wash clothes. Night shift gentlemen was very nice at front desk. Housekeeping is not doing their job very well. Our room number was 518. Maybe the 5 th floor was too high, or she just got tired. But for paying customer to go down at 11:00pm to get towels is poor business. Told the gentlemen when we left, that it was unacceptable. Lady came out to talk to me, she as nice. Told her that housekeeping needs to be supervised closer to make sure all rooms are cleaned and fresh towels. My husband name is William Salter and his card was charged full price. Never will stay at this hotel again. Worst experience
Buy more towels, wash clothes, or monitor housekeeping employees.
Floor was also very dirty near the elevator, near check out.

I gave the Desk Agent 2 cards,(my mistake) one to charge my room one for the $25 hold. The agent charged both cards. They said they reversed it,my visa company stated they did not. I've asked them to please have the charges removed, no one is taking responsibility for their mistake. One person was to fax a letter to the visa credit card company, she did but left off pertinent information. I called again this morning the person who made that error is off. Mind you this has been going on since Tuesday June 25th 2019, today is Saturday the 29th. I have been inconvenienced and according to visa this could go on for 10 days. Not only was I stressed about my brother's illness the reason I was there for a hospital procedure on Wednesday I have added stress. Because of this. AND NOT ONE PERSON HAS APOLOGIZED FOR THIS HORRENDOUS ERROR!!!! How disappointing. I have gone to Holiday Inns for years and have never been treated so horribly... It's obvious the people at this location does not care about my card being in limbo for 2 weeks and surely Holiday Inn doesn't because of the money this company has. But I am a senior and I do not have money! I live from social security check to social security check. I don't have assets, 401K's etc.

Worst place to stay if you are a family of color. My family moved to florida from out of town and booked this hotel. We needed it for 3 weeks until our apartment was ready. Our family was of 5 people so we paid for a larger room. On our third day we asked that they do not service the room because the baby was asleep and did not want to rouse her. They daid fine and did not service the room that day. The next day I was in the shower and a worker by the name of Dee Rodriguez knocked on the doir and my 15 year old answered. She said to her "we have to service the room everday at 12 or you all have to get out". I was shocked by this and confronted her after my daughter told me about this. She then repeated what she said so I told her I will have to report her. I reported her to the general manager Ahmed and he said he will take care of it which I doubt he did. Fast forward 3 days later we get a phone call from Ahmed and he says our family is too big to stay there and we have to check out the next day. Worse experience ever.

I wish for this correspondence to be forwarded to Customer Relations:

I wish to pass along a company that maintains a rental office at your 5750 TG Lee Blvd Holiday Inn Hotel. I am not one to read reviews and pass immediate judgement on a hotel, restaurant or rental service. I tend to try the experience myself and then pass long a good or bad comment.... which is is as much as anybody can do.
I’m not gonna air my laundry out on Hoilday Inn’s clothes line but I will pass along one thing or more or less-a word to the wise; you would wise to terminate the rental space to operate the agency out of your hotel at that address.
Their business practices are not in keeping with excellent customer relations that Holiday Inn has lived by since I took my first hockey road trip to Clarenville, NL. There is something morally and operationally wrong with Value Car Rental business practices and the way they are treating people who have paid them their hard earned money is unacceptable in 2019.
I will say this, Value Car Rental are operating in a trillion dollar tourist FLA zone and are taking advantage of innocent families who have worked to build a wonderful vacation experience on a simple thing like a flight delay. Read their policy and see for yourself. I ask you, could Holiday Inn live by these things- I think not.
I am attaching the experience through Google Reviews that many more have had and given all these people who will never rent from them again, I suspect your hotel, if it hasn’t already.
Here is an old adage - “you are judged by the company you keep”.

https://www.google.ca/search?q=value+car+rental&ie=UTF-8&oe=UTF-8&hl=en-...

If you wish to discuss this further, it would be my pleasure to discuss in further detail.

Regards,
Robert Kirby
709-690-3339