Holiday Inn Express

I was making a reservation on the phone and gave the girl all of my info (credit card). I told her I needed an early check in or I didn't want the reservation. She said that wouldn't be a problem, just call the hotel number and let them know as soon as we hung up. So I did and the woman there tells me, "No, we can't do that. You'll have to call the night before and see if there is a room available." I told her I run a motel and if my guests request an early check in, we accommodate them and make sure there is a room for them! She had the nerve to tell me "Well, you must not run your motel well!" Oh my God, I'm glad I'm not in Elizabeth City right now or there would be a scene! So they are not refunding my money or guaranteeing me an early check in. I guess it's off to the bank in the morning for a stop payment!

Mr. Len ** and his staff at HIE&S in Monaca, PA are professional, caring, kind, and helpful. We stayed there from 1/19-1/24/12 because of the tragic auto accident and death of my mother near Monaca. Mr. Lesko did much to make our difficult trip more bearable. Also, the third shift manager, Aaron, is to be commended also; he, too, was kind and eager to assist us. Please commend Mr. Len, Aaron, et. al.

the wrong size bolt. While we went out to eat dinner, they sent the person again. This time, the janitor "repaired" the toilet seat with tape! The seat was now even worse and I fell off, bruising my leg. The next morning, no one was in the office to complain to. Furthermore, the "continental breakfast" was so bad we didn't touch it and went out to eat. I did complain to my credit card company. They contacted the motel. The office claimed that we had never complained about the room. Liars, as well as incompetent!

I booked a room using my credit card for my daughter and son-in-law at the Holiday Inn Express in Rapid City, SD (the one on Disk Dr). Because it is policy to take a credit card at check in time for any additional charges, my son-in-law gave the check-in girl his credit card also. Now the entire charge is mistakenly put on his charge card, and they want an additional $25 fee to reverse charges to my credit card! Unbelievable ripoff! Never again will I stay at such a place that will not admit they made a mistake and correct it!

I was falsely accused of dealing drugs at the Holiday Inn Express in Ft. Lauderdale, FL. Honestly, I went over to the hotel to borrow money from a friend who is a guest there. We were confronted on our way out by a desk clerk who seemed to be escorting us off the premises. She also told me that I am an unfit parent for busting licks with my baby. She made me feel like she is calling me a prostitute and a bad parent. The girl talked and accused over and over again. She also mentioned a guy I never knew about, a guy living there. I thought my friend lived alone. Regardless of anyone's lifestyle, I shouldn't be talked down upon for their wrong doing.

We stopped at the Holiday Inn Express in Mooresville, South Carolina on 12/21/11. We were quoted a price of $82.00 for three adults and pets. I went out to get my husband to sign the paperwork, pay and get the keys. The clerk produced paperwork for the $82.00 and wanted my husband to sign it while she was continuing to add charges to the room. You cannot sign for $82.00 and then pay $136.00. We did not stay but continued on to a lovely Comfort Inn where we did stay for $82.00 for 3 adults and pets.

I stayed at Holiday Inn Express at 9010 East 71st St Tulsa Ok on 12-15-2011 in room 202. The heat and air could not be regulated; it was either too hot or too cold. The drawer front on the night stand was broken and mold was in the bath room shower. For Holiday Inn, this is the worst I've ever stayed in. I give it an 8.

We stayed at the Holiday Inn Express in Raytown, MO on 12/9. When we checked in, we were informed that breakfast was to be served starting at 6:30AM. At 6:50AM, we arrived at breakfast and there was no food. All the cereal was empty, the pancake machine broken, coffee was empty, and the hot breakfast was completely gone except for 1 English muffin and 1/2 a spoonful of gravy. We waited in the breakfast room until 7:15AM, still no food arrived in the breakfast room. The front desk lady did stop in and attempt to fix the pancake machine, however, she was unable to get it working. We left and went back to our room, grabbed our things and checked out.

I filled out a comment card and complained to the front desk. She did not even say she was sorry, she said that there was breakfast in there now if we wanted to stay (45 minutes too late for that). She then stated that there was a wrestling team and also a debate team that showed up at 6:30AM and that was why there was no food left and the breakfast crew doesn't come in until 7:00AM. She stated they were doing the best they could and it was our decision if we didn't want to stay for breakfast at this point. I requested a call from the manager. I never received this call. I left a message on Holiday Day Express website as a complaint asking for a call back. I never received a call. I am very disappointed. At the very least, a sign stating that they were "sorry for the inconvenience". However, more food should be available within 45 minutes would have been acceptable. Instead, they said nothing and ignored me when I complained.

My son and I, and his soccer team stayed at the Holiday Inn Express in Jenks on 11/18 and 11/19. As posted previously, there was an incident with ice on the hotel floor. I have been in contact with Robert Patel, President & C.E.O. of Leisure Hospitality, Management, Inc., owner of the Holiday Inn Express in Jenks. He has been very helpful with this issue and a satisfactory agreement between us have been reach. I would like to retract my complaint and comments specified in my November 28 posting.

My son and I, and his soccer team stayed at the Holiday Inn Express in Jenks on 11/18 and 11/19. On 11/19, my son threw a piece of ice at a teammate on the third floor. It almost hit a child and the father called the manager. We agreed to leave the hotel and forfeit our night's rate to pacify the parents. However, when I went to check out, the hotel employee who came and met with me and the other parents said everything was taken care of and we didn't have to leave. I said it was alright and we left voluntarily.

Two things happened after we left voluntarily. Another soccer family was told to vacate the Hotel for being associated with my son's room. Her son and his roommate were not even around when my son threw the piece of ice. The Hotel Manager charged my credit card $200 for cleaning up one, yes one, piece of ice. I know this for a fact because I saw the piece outside my door and inspected the hall before we left.

When I called the hotel, the manager was very ugly to me and refused to reverse the charges. However, she was unable to produce pictures of what clean up one piece of ice caused. I am appalled by the way this hotel's staff has handled this matter. My family spends many evenings in Tulsa and its surrounding area due to the many soccer tournaments and games we are involved in. I will not stay at a HIE ever again.

I was charged $400 for smoking in my room. This was for two separate nights. The first night we changed rooms due to a loud heating unit. After the second night, I was charged for two nights of violating the smoking policy. My issue is that I was not informed after the first night. Had this been done, there wouldn't have been an issue with the second night. If this procedure is correct, why not wait and charge $600 for three nights or wait until four nights and charge $800? I am a priority club member and this experience does not sit well with returning to use your company.

I booked a reservation for this hotel online through Hotels.com. When I arrived at the hotel, they did not have my reservation. I proceeded to call Hotels.com, who told me they have already "faxed" the reservation to the hotel. The front desk lady did not accept the fax, because according to her, Hotels.com need to book it online. Hotels.com talked directly to her, and her manager, and they did not come into an agreement.

In the meantime, I was at the lobby with my two little kids, tired, for 2 hours. I called the Holiday Inn Express costumer service line, and they told me that Hotels.com needed to pay with a credit card for the night, otherwise I was responsible to pay for it again! I demanded to talk to the manager on duty, and the front desk lady refused.

Finally after 2 hours of waiting, Hotels.com canceled my reservation, and I went to another hotel. Customers deserve service. My job is not to find out who paid for what, and using what. That is not my job as a costumer. So both Hotels.com and Holiday Inn Express are responsible for what happened. If they are not able to deal with each other, I should not be the person in the middle suffering. I had to wait for 2 hours with my two tired kids (5 years old and 2 years old) at the front desk, to finally end up in another hotel.

I have been a Holiday Inn Express traveler for years - Priority Club member. I was distressed to learn that that the military discount offered our service members was not as good as what is offered to AAA or Senior Citizens. I feel that is unfortunate. I will not stop me from choosing Holiday Inn Express, but has put a dim light on some of your practices.

This is my last stay to any Holiday Inn. After standing 25 minutes in a long queue, they say that they have no breakfast. The front desk is helpless and the manager is not available to do anything. They really have worst customer service. No to Holiday Inn.

This complaint is for the Holiday Inn express off Bank Head, in Little Rock, AR. There is a Mr. ** and a lady named Mrs. ** that works there and is treating the place like it's their own personal play ground. They are being unfair to their workers and ripping them off out of their over time. I have seen this for two years but the employees are afraid to say something because anyone who says anything to them gets fired. There have been multiple people that have quit because of this and people are suffering now as I speak.

Some of the employees are in school to better themselves but have to work with no off day from school and work. They work by themselves at times in the busiest seasons, yet any time I see either one of the two bosses, they have multiple workers with them. I have heard that both of the bosses smile in your face but when you turn your back, they are talking in a bad manner about their employees. I know you have to be strict to run a business but this is unjustness. I have been there multiple times and at times, it seems that Mrs. ** is very bipolar person. I have called there to get numbers on supervisors or someone of higher rank, but I'm always given the run around by them. The employees don't have any numbers but those two bosses have. This is my last resort and I felt that someone needs to know about the injustice things that are going on here at this location. I want to stay anonymous for personal reasons but someone please stop these two from ruining nice people's lives.

40 rooms were blocked for my wedding on Feb. 26, 2011. I was told to call the day before to cancel the remaining rooms. I called the day before my wedding, as instructed, and informed the front desk representative that I needed my room for the honeymoon and to cancel the rest. He said he would take care of it, I thanked him and the call ended. When my husband and I arrived on our wedding night, I was told by the front desk representative that I would have to pay for the remaining rooms not canceled. He stated I would have to speak to the manager on Monday morning regarding the $1700.00 in charges.

That Monday and the week of my honeymoon, I called several times, leaving messages for the manager. When she did return my call, she stated I had not canceled the rooms and the money would not be returned. I have called customer service several times regarding this matter, with still no resolution.

I am a priority club member. Usually, I am spending my stay with Intercontinental Hotel but at this time, I got a free night and the reservation agent suggested that I stay with the Holiday Inn Al Khobar - Corniche at the Kingdom of Saudi Arabia. I sent many email asking them about one favor as I am coming from Riyadh City and asking the hotel if they can provide me the room before 12:00 AM. This is the second day without a small notice. Really, it was a bad experience to book with the Holiday Inn and I am thinking about canceling the reservation and going back to my previous hotel. The thing which depressed me is that I am considered as priority club member.

I travel extensively in my business and stay at a variety of hotel chains throughout Alabama. In July, I was doing business with the Dallas County Municipalities (City of Selma) and my office made me reservations for that time period at this HIE. I have stayed at this hotel since its opening with no problems. On checking in I know that one of the forms you have to sign is the no smoking policy and the requisite fine you will incur so I use the designated smoking areas outside the hotel if I need to smoke.

On receiving my credit card bill at the end of the month, attached to my hotel bill statement was a $200.00 smoking fee for this particular stay. There was no notice of this charge sent to me in e-mail. Upon calling the hotel to inquire why I was charged the extra fee, I was told that I had smoked in my room when I know for a fact I did not. With a little searching, I found that N. ** is the top manager for the hotel and asked to speak with her. I was told that she was not in and I could leave a voice message. Upon not receiving a return call, I called the hotel to speak with her and she was never available. The last time I called, I was told the charge would not be removed as a housekeeper and two managers verified that there was a smoke smell in the room. Remember this is almost a month ago. I asked what documentation or evidence there was to prove what they were accusing me of, which was met with silence. I was also told that N. ** had spoken to the person who made the reservations already and would not be speaking to me. This is just rude beyond reason and I have never been treated like this as a customer. I will not be staying at this hotel in the future and have recommended to my company not to use it also. I will be contacting the local Better Business Bureau to make them aware of this practice.

On a business training trip, I checked into the Holiday Inn Express, Garners Ferry Rd, Columbia SC from 9/6 - 9/16. On 9/7 and 9/8, I reported to training and complained of large bites on my legs and arms. On 9/9, I woke up at 4:00 a.m. only to find a bedbug attached to my arm. I immediately knocked it off my arm and hit it with a paper tablet. I got dressed, scooped it off the bed and took it to the desk attendant. She changed my room and informed me that the manager would give me a call. I went back twice to see the manager but to no avail.

The room that I changed to had no issues that I could tell. However, I did not hear back at all from the manager. I called back on 9/15, and was told that they had the exterminator in the room (508) and he found nothing. So, are they saying that I was lying? I took the bug to the front desk, and I suffered the large, itching pain from the bites for three nights. They offered me no assistance in making sure that my luggage was free of bedbugs or that my clothing had no bugs. This is total disregard for me and my belongings. They should reimburse me for the three nights in the room with the bedbugs!

My overall experience was not only really bad, but detrimental to me professionally to the fullest extreme. I was only there from Wednesday of last week, 9-14-11 to Sunday, 9-18-11 but here's my problem. Two of the four nights, when housekeeping came to clean my room, they found my sheets were wet and subsequently the mattress was wet, as well. Okay and reported it to fullest extent. I don't contest this, as I do believe I left wet towel on the bed the entire night before and all day until they came to clean around 3 pm on both occasions.

However, the second of which happened to me on Sunday 9-18-2011, they went as far as to lock me from my room upon my return (was only gone for 15 min. total), and when I approached the front desk to see why my card key wasn't working, the guy at the desk asked me my room # then said "Yeah, we're gonna have to ask you to leave". I then asked why, and he said "because they found Vaseline in my room (not illegal in my country) and the sheets were wet for the second time in three nights". I was so surprised and taken back that I said "are you serious?" He then said that if I wasn't gone by 3:30, he would call the police. My thoughts were, "he gonna call the police over wet sheets?" I might also add that they knew the sheets were pee on, didn't wet myself in the night because obviously they didn't smell like piss, right? So regardless, I was leaving and so I did.

Consequences are pretty severe when the reason I'm here in Houston, TX in the first place is on business. I'm working (as a contracted employee of Outsource Telecom) for Johnson Controls, whom I have a long time relationship with over the years and know a lot of colleagues within the organization internationally. This is making me look like a total ** to the company I'm contracted to, but further more JCI put up the card to the room that was being held under, and they decided that they wanted to charge the card for damages to the room.

The same card the night arrived, they wouldn't charge because we didn't physically have the card on us (because it wasn't ours, it was JCI's card). We went back and forth with my regional manager on the phone with allegedly the hotels of "higher manager" and in the end we paid the first night with our own card because they wouldn't back down, and wouldn't work with us. But I guess you do a lot of damage with water and Vaseline constituting them charging a card that they would absolutely not charge upon my arrival? Injury to insult to me, my reputation, and ultimately my image, was that when Outsource Telecom called them to see what had happened, their side anyway, they proceeded to tell her (my regional boss in this case) all the details of Vaseline and water and made me out to look like some sort of freaky deaky something or other. I don't know all the laws in this instance, but something just don't sit right about them telling my business like that to my female boss? Even if they were footing the bill. Isn't there some sort of privacy along the way? So pretty upset about the whole thing and I don't even know what I could do about it?

I rented two rooms for one night. One of the beds was so broken down that we could not sleep on it. The shower did not work. The other room had feces on the bathroom stool and its shower did not work either. I have never had a problem before at any Holiday Inn. I was quite disappointed. All the clerk did was apologize. We were very tired upon arrival and had to leave very early the next day. I chose Holiday Inn to assure a good night sleep and a refreshing shower; I never got any from either room. I am not asking for a refund but I feel that I should be compensated for three or four nights at another Holiday Inn of my own choice. No time limits. This would be what I would consider a fair compensation.

It was a nightmare from the beginning to the end. A family wedding was taking place and my niece booked a block of rooms for the family. My brother-in-law made reservations for 4 rooms for Saturday night. My sister made reservations for one room. These were all under the same name. When we arrived, we asked if we could pay for our rooms individually and we were told it would be okay.

First, when we arrived with our confirmation number for 8-20, they informed us there were no reservations. They told us they were for the 19th. Well since the wedding was on the 20th and our reservations were for the 20th, I did not understand why there were no reservations. They did find rooms for 4 of us and no room for one family. Oh yes, they did find one at 1 o'clock in the morning, way too late. My problem with HIE is I paid for my room which was $99.44 and was charged to my bank account $149.44, there was a charge of $50.00 which I did not agree to. So I spoke with the receptionist and she told me it would be credited in two to three days.

Okay, that happened and I got credited and then a day later, another fee of $109.40 appeared and was deducted from my checking account causing my account to go overdrawn. I am not a happy camper. There was an email from Debbie stating that this was corrected and two days later, I didn't see any money credited to my checking account. I hope this will get resolved soon. I consider this fraud on the part of Holiday Inn Express management. Oh, and my sister got charged twice and my brother-in-law was charged 5 times even after we all paid for our rooms. Thanks for listening and please resolve this issue.

Bernadette

I had my ceremony, cocktail hour and reception at the Holiday Inn in Budd Lake, NJ as well as over 20 rooms booked. It's clear that the hotel got a lot of revenue from my event. I am not the type of person to complain, but the common things that were expected were not done and I barely even got an "I'm sorry" from the GM. I have complained to the corporate office and only received a generic response saying they forwarded the information to the hotel, but the hotel was where I had the problem with in the first place.

Several issues. I did not have a wedding coordinator that I initially signed up with because she quit. The GM never personally called us and never really found a replacement. The GM ended meeting me the night of our rehearsal for the first time and was the one who was in charge of the event since there was no one else there. Vitaly **'s (my brother/groomsman) room (the room where all the groomsmen were getting ready) was not cleaned till midnight after 4 phone calls and a complaint from me at midnight!

It is unacceptable that a guest's room not be cleaned. But what made it even worse was that it was my brother and his room that the one I requested to be ready for my husband and groomsmen. Also, when he called someone, they told him they will come when they come. Dana **'s room (maid of honor) got charged a noise charge and I was in the room. No one ever called or came up to complain (extremely unprofessional). How would you ever know you charged the correct room? No documentation of the issue, but you just charge someone's room? Guests told us the beer was warm (I specifically asked several times that the beers be extra cold). The bartender told my father-in-law that it wasn't placed in the cooler till 4pm and the cocktail hour was at 6pm. Ridiculous. Simple thing to have cold beer.

Stations at the cocktail hour were not replenished until asked by one of the guests. Not what was promised. It was extremely warm in the hallway/cocktail area and we asked for the temperature to be turned down on Friday. Carpets were stained. The so-called maitre d' provided told the DJ that it was her last day there (unprofessional). When my husband and I sat down after all the first dances, it was my brother who got us our first drinks. She was nowhere to be found. Our friends ended up assisting us in getting us drinks and whatever we needed. I may have seen her 3 times the entire time.

The maitre d' also did not call the tables to the buffet as promised. Guests were confused and just ended up walking up to the buffet causing confusion. The DJ took over assisting as to where everyone would come in and how the event would flow as they were very experienced. A tier cake was ordered by the GM to try to make it up to us, but the whole issue with that is our personal friend made us a small tier cake we were cutting into. This giant tier cake was then placed next to our friend's small cake and made it look ridiculous. Engraved champagne glasses were given to the GM to be placed on our sweetheart table. They were not there and my maid of honor had to run around with the hotel staff trying to find them. As you can see, I did not get what I paid for and neither did my guests.

On Wednesday, August 24, 2011, I checked the internet for hotels in Pikeville, KY. I found that there was a room available at the Holiday Inn Express in Pikeville, KY for August 25, 2011, so I proceeded to make the reservation from the website. The rate I was being charged for the room was $120.00, which was the rate listed on the website.

Things went smoothly until checkout on August 26, 2011, when the clerk gave me a receipt for $99.34. I told her that I had been charged $120.00 on my credit card and she said that I must have made my reservation through Expedia.com, and that they charged me a $20.00 booking fee. She added that if I had called the hotel directly, the amount I would have been charged would have been $99.34. I didn't access Expedia.com or any other booking agency to my knowledge. I was under the impression that I was dealing directly with Holiday Inn Express.

I registered this complaint with someone Friday, August 26, 2011, after I arrived back home, but I haven't received any response to my complaint. I hope this complaint goes to Holiday Inn Express. They need at least to notify potential customers that the rates listed on their websites will be higher because they're conducted through booking agencies.

I had booked a room prior to July 19th, 2011, so that I could get the special rate. We had several family members attending a function in Calgary. The booking was under "** family" or SFG. One of the family members from Washington with the same last name called and changed their reservation adding another night. They had decided to spend an extra day. When we called the hotel to get directions, my husband was told at that time that our credit card had been charged a "no show fee". When my husband asked why, he was told that we made a change. He was told that we added August 18th to our reservation and then didn't show. So, we had to pay. My husband argued that we had not made this change. We both worked that day and would not have booked for the 18th.

My husband then asked to speak with the manager as the language barrier was creating issues. At that time, I took the phone. The manager said that I called from ** and changed my reservation. I said I didn't. She kept repeating over and over that the change was made from my phone #. I then said we would see them shortly and we would get it straightened out then. We never did get directions! When we returned to our room after golfing on August 20th at 4:12 PM, our room had not yet been cleaned. I don't blame the girl cleaning on our floor. Again, management is not doing their job.

We made reservations two months prior to the date we would be staying. We were to attend our niece's wedding. We were driving 700 miles.

As we were driving, we received a call stating our reservation was cancelled. This was a big family gathering of family that had not been together for years. We had a confirmation number, but that did not matter. We were offered that they would get a room for us at a different hotel that was not of equal value. All of our family was at the Holiday Inn now, except us. They stated that they overbooked the rooms.

How can this be? There is a set amount of rooms and when they are booked, they are booked. Evidently, customer service means nothing! This was extremely stressful for us and our family, including the bride. It put a damper on the entire weekend. This was not satisfactorily handled and the management of the hotel was not available for me to talk to.

I will not stay at a Holiday Inn again and will tell everyone I know not to also. The family had a total of 10 rooms in that hotel that night. Evidently, they don't care if they ever get our business again. I expect to hear back on this.

I planned a trip to NYC. I was excited and counting down my days. But a few days before I was supposed to leave, hurricane Irene appeared. I was disappointed and upset that the hurricane was threatening NYC and may affect my trip, which it eventually did. The governor and the mayor of NYC were asking that visitors not come in due to the danger hurricane Irene was forecasted to do to the city. I was very disappointed but felt afraid to continue on the trip as it is my first trip to NYC and they were talking about evacuations and shutting down their subways and buses. I called the hotel to cancel and planned to reschedule again at a later date. The manager informed me that he would let me book for another date but I had to call him the very next day to give him the new dates. I tried to explain to him that I would need more than one day to plan it. He told me no and that I was going to lose my money. He was so rude.

Kingsport TN Hotel charged us a $250.00 fee, claiming that we smoked in a non-smoking room. None of us smoke and my mother-in-law can't be around smoke. We tried talking with the manager at the hotel and he just wasn't listening. Then we called corporate and they said that there is nothing they can do and they backed up their hotels. We've tried calling seven times to talk about it and have had no luck.

It's bogus that they charged the fee and even more bogus that they are pulling this crap! There were eight people that stayed in two hotel rooms and all eight will never ever stay in a holiday express hotel again. This is not proper business and is completely a scam.

I will no longer stay at Holiday Inn Express hotel chain. I'm taking it to court and disputing it on our credit card.

Rate my overall experience? It's too bad, I can't rate negative!

My husband had lost his life in a motorcycle accident on July 31. We had planned services for August 13. Family was coming in from Washington, Denver, New Mexico, and Arizona. I was asked initially to book three non-smoking rooms and 1 smoking room. I called the local Holiday Inn Express and booked these rooms holding them with my card. I spoke with Sonja. I mentioned the reason for booking the rooms and she gave us the bereavement rate. I was not told at that time of any cancellation policy that the hotel had. Sonja was pleasant to talk with. A few days later, I found out from family that we needed an additional 6 non-smoking rooms. Now I have given the hotel 10 rooms of business not for one night, but for two. I spoke with Ryan when I booked these six rooms. He was pleasant and again, I was not told of any cancellation policy.

I called the Wednesday before the services to confirm that rooms were still held. I do not know the name of the guy I spoke to, but was told that the rooms were held. A third call to the same place, and a third time I was not told of any cancellation policy. Friday before the services, I went to my bank account to check my balance. There was a discrepancy of over $1100 short. It hadn't posted to my account, but was being "held". I found out that the hotel pre-authorized 11 charges on my card for the rooms. Remember, I had only reserved 10 rooms. Again, nothing was mentioned to me about any pre-authorizations. Had I known that, I wouldn't have booked the rooms. I would have given the choice to the family to make their own reservations and the hotel of their choice.

When I found out about them holding the funds in my account, I was livid. My son has been staying with me this entire time, and he got involved. At first he was argued with stating that I had booked 11 rooms. After 20 minutes, she said "Oh. It looks like we charged for one room twice." They did reverse one of the charges. Now I have 10 pre-authorization charges holding funds on my account. I can't access these funds at all as the hotel has frozen the funds for the rooms. The family hasn't even checked in yet and already they are holding funds. When my son had called the hotel to find out what was going on, that was when he was told about the cancellation policy. He asked what their cancellation policy was. He had to ask! Then he asked if it was supposed to be mentioned to guests at the time of reservation. Kylie said that it was policy to mention that.

Family had to check in by 6:00 pm. Any rooms not used could be cancelled at that time. They were coming from two states away and driving with little ones. How could they make it by 6:00 pm when we didn't even know about anything until that day? My son was also told that if the family didn't use all of the rooms by midnight, I would be charged for them. They told my son that as the rooms got paid for, the pre-authorizations would drop off my account. The family has a mind of their own and decided to stay at different hotels in town. So when the family coming from Arizona arrived, they only needed 3 rooms. The family tried to cancel the other 7. The hotel said they couldn't do that. Kylie was at the front desk along with the General Manager of the hotel, Helen **. Kylie went out of her way to try to accommodate the family. She should have been the manager. She actually was trying to help.

When the family arrived - two little boys, father is 82 and health is declining, mother mourning the loss of her son and 6 others, the manager was immediately nasty. They were not welcome and were not asked how their trip was. The manager was not sorry for their loss. When the manager was told that they didn't need all 10 rooms, she said, "Well that is too bad. You have to pay for them as it was after 6:00 pm." Why would anyone pay for rooms that they aren't using? Mom got in an argument with the manager. She was actually turning people away, stating that they were full when she had 7 rooms that she could sell. This was at 8:30 at night. Mom was sitting in the lobby watching all of this take place and talking with me about what was going on. The manager just kept saying we can't sell these rooms. You have people coming in wanting rooms, ready to pay for rooms, and you are turning them away?! Kylie was wonderful and sold the other 7 rooms so that I wouldn't be charged for them. Then, mom decided that she would only stay one night, that she would not patronize the hotel for anything more. She tried to cancel the three rooms that they did take. The manager told her that she couldn't do that. Why not? It was before 6:00 pm for the following day. Finally, after going the rounds, the three rooms were cancelled.

The manager had said that someone had been smoking in one of the non-smoking rooms. There was no proof, no cigarette butts, no ashes, nothing. They wanted an additional $500. They were holding the occupants' belongings until they got their money. Again, there was another argument. One of the older girls had taken the two little ones down to the pool while all of this was taking place.

The family was kicked out of the hotel. Another person who was at the wrong place at the wrong time was standing close to the family when the manager kicked them out. This poor woman was told that she had to get out too. She stated that she wasn't even with the family, that she didn't even know them. The manager said that she had to get out anyway. The police were called. The manager went down to the pool along with one of the policemen, and told the older girl that she needed to leave. They blocked her exit from the pool, so she had to climb the fence to get out. Mom and dad were left to themselves to pack all of their things. The hotel would not allow anyone back in to help. The policeman was the only one who sympathized with the family considering the circumstances.

Needless to say, Holiday Inn Express is not a place I would recommend to anyone. It took three days for the pre-authorizations to come off my account. I would not have put it past the manager to charge my card out of spite.

I reserved a room in the hotel and gave my debit card to hold it. When I called the day of the reservation to cancel, I was told I would still be charged because I didn't call by 6 p.m. I was never informed of the 6 p.m. deadline. I have spoken to at least 10 different customer service representatives for the last week and gotten nowhere. I will never stay at a Holiday Inn again!

Our son, Zach, is recovering from a brain injury and is going through rehab at Polinsky in Duluth. Due to his intense RX, we had to go to Duluth to see him rather than bringing him home. Holiday Inn Express had 1 handicapped room, which contained 1 queen bed and we had 3 adults (which we were honest about). They stated no rollaways or cots and then proceeded to charge my husband $10 to sleep on the floor!

In the end, the total cost was $180.07. I could have seen the $10 charge for a cot or rollaway, but for the carpet, really? And the charges are hugely inflated for one night as well.

Here in Rochester, it would have been under $95 per night with a rollaway! I was appalled at this and will be sure to let people know not to stay in the Holiday Inn hotel while they are traveling!

I stayed two nights at this hotel. The room stunk, the carpet was so threadbare that the concrete could be seen through it, the internet (wired and wifi) does not function, the breakfast bar has hot juice and no bacon or sausage, I waited over 5 hours for 2 towels. When this property and the corporate office were notified, absolutely NOTHING was done.

We always book with Holiday Inn Express when traveling. The Colgate foil packet that is offered to guests is, in my opinion, rather unsanitary. Perhaps some research could be done in packaging so that I won't feel that unknown hands have been touching the opening of the toothpaste exit. Thank you for your attention to this matter.

08-15-11 $234

08-15-11 $232

08-15-11 "you can just use your points plus $40 for this"

I spoke with my husband that weekend about our options and together we decided on the Holiday Inn Express (where I had actually stayed earlier in the year with my girlfriend). On Sunday I attempted to book it. At that time, I was told there was "no such thing" as a "Sam's Club" rate. The price at that point was given as $287.99, which was over $50 more a night than we were expecting to spend. Speaking with both the agent and Guest Services that night produced no satisfaction.

I decided to call again on Monday (08-01) and attempt to speak with a supervisor. I did reach a supervisor who again told me the same thing. After expressing my disappointment, she said she would call the hotel directly and see if they would honor the quoted rates. She came back on the line, said they would (supposedly these rates were their "wal-mart rates") and we began the booking. Before we could complete it, she said "oh that rate is no longer available". At that point, after 2 hours on the phone that day alone, I said thank you and hung up.

As a last resort, I decided to call the hotel directly and speak with the manager. I was told not only did the "Sam's Club" rate not exist (which of course I was all too well aware of by this time) but they would not honor the rate I was quoted and no one from guest services had even called them about such!

I did not book this stay (the rate I was given at that point by the manager was the most I had been quoted at any point) and I do not intend to stay at any more Holiday Inns or Holiday Inn Express'. I suggest you train your employees to give accurate information, as this situation has cost you a customer. I realize I am only one customer, but I though you should know this since you profess to "care about your customers."

Addendum: Well this gets even better..while composing this email I get a message on my answering machine telling me to call 1-800-621-0555 because the situation is now worked out. I am to use "reference # 2504936." I call, wait 15 minutes on hold due to "high call volume", and when I give the agent the reference # and explain my situation, he says "there are no notes attached and there is nothing I can do unless you want to call the hotel directly", which of course, I have already done! I am extremely angry and disappointed.thanks for wasting another half hour of my time!

thanking you in advance for your help. all i want is a refund of $350.00.

When we arrived in our room on Friday evening of July 22nd 2011, the room was extremely cold. We tried to adjust the temperature but that did not carry out anything so we turned the unit off for the night. The next morning, I talked with the male desk attendant and told him of the problem. He was very rude and sarcastic telling us that we did not know how to use the system.

After that experience, we followed his specific instructions to re-set the air conditioner and left the room for the day. When we arrived back at the room that night, the room was extremely cold even though the temperature was set at 76 or 78. We reported to the desk clerk the next morning and he asked if we had reported the problem. I told him that I had talked to him the morning before and that he was quite rude at that time. He then told us that we should have called when we returned to the room to report the problem. I told him that we turned off the unit again and left it because we did not want someone coming to our room at 11:30 at night to fix a problem we had reported that morning. His response was that "you should have called the desk and they would have had someone to come repair the unit."

He put back on us something that the staff should have cared for 24 hours earlier. I told him that I would report this to Holiday Inn Express and I will also report it to the Manager of that Inn.

Sincerely,

David **

I made a reservation in March 2011 for a stay in July 2011. I was watching my credit card for the charge but there wasn't any charge applied nor have I received any email with a confirmation number. I called the hotel to check on the reservation (this was in May), and I was told that they have no record of my reservation. So I asked if there was still any vacancy and I was told that they were all booked.

Although disappointed, I cancelled all my plans because every hotel in the area was booked. Five days before, I was to "have my reservation." I received an email with a confirmation number. I immediately cancelled my reservation because I already made alternative plans. I did receive a cancellation number and thought that was the end of it. I was dead wrong.

When I received my next credit card statement, they had charged me for all the days to a tune of $472.50. I immediately called them and asked what was going on. I was told that even though I cancelled, they still charge for the total stay. I explained to her that I made the reservation 3 months in advance and when I called to confirm 2 months later, they had no record of my initial reservation and that they were already all booked up. She then said that she will leave a note for her supervisor explaining this and have the supervisor call me back. Well I still haven't heard from anyone but I will continue to keep calling.

On Friday, June 24, 2011, I booked a reservation at the Holiday Inn Express in Norfolk, Virginia on Military Highway for the next night, June 25th. I stay at this hotel whenever I travel to Norfolk, on the average, once a month. Generally, the stay is 2 nights; sometimes, 3 nights. Whenever I make a reservation, I make it a point that I will be arriving around 7 PM. This time, as with each time, I was assured that my late arrival was okay. I have a Priority Club Card number **. Upon arrival at 7:03 PM, I was told that my reservation had been cancelled because my VISA card was declined; and that there were repeated calls to my mobile Verizon telephone to inform me of the declined credit card.

While standing at the hotel desk, I ascertained that no calls had been made to my only telephone, and that there was less than a $ 50.00 balance on my VISA CARD (I had paid off the balance 2 days earlier, as I do every 2 weeks). The credit card company had not declined my credit card; they had not been contacted. All of the above were total lies. I was able to contact a friend and sleep on his couch. I travel about once a month and have relied on hotels in the Holiday Inn chain. In March, while in Rhode Island, I stayed in the Crown Plaza in Warwick. I generally arrive late, but expect a room when I arrive; the room having been guaranteed with a credit card. If I don't show up, I would be billed for the room in my absence.

My stay was from 20th of June - 24th of the same month. When checking out, I noted an extra charge for smoking in the room for the 22nd of June. I asked the clerk what this charge was for; and she stated that it was for smoking in a non-smoking room. I noted to her that I did not smoke. I have COPD and I can't smoke. I had other employees with me at the time and they stated to them that I did not smoke. The clerk stated that the manager would be in at 07:00 that morning and she would call me. I explained she could check my baggage for smoking materials, but she would not; that the manager would call me. When arriving in Dallas airport, I called to talk to Brittany. The front clerk stated that she still had not come in. I again explained I would be flying to Philadelphia, Pennsylvania, and would be in the air. I called again at 5PM eastern time to speak to her, and again she still had not come in. I called at 9PM and was told she just left, and I would have to call Monday, the 27th, and talk to her. On Monday, 27th of June, I did call and spoke with Brittany, and explained my concerns. She stated that I signed a copy of the motel non-smoking rules and that one of the maids thought she smelled smoke in the room. Again, I explained I did not smoke and that's because of my medical condition. She said she would not remove the charge.

I was contracted to care for the grounds at the Holiday Inn Express here in Sweetwater TX. The general manager stated above will not pay me in full as described in the contract. He continuously makes excuses on why he won't pay me in full. I will take the issue to small claims court if needed. The amount owed is $100. I have received $200.

My son passed away on January 31 ( that was on a Monday) in Cedar Hill, TX. It was suddenly and unexpected. I left Benjamin, TX, which is in west Texas, around 3:00 p.m. to go to Cedar Hill. My daughter was driving me since I am 78 years old. It is a four-hour drive. That night, an ice storm came so we stayed at La Quinta Inn. The next morning, it was extremely icy and that day, the electricity went off at the motel so we had to leave. The girls called Holiday Inn Express Hotel in Cedar Hill to get reservations. We then went to my son's house to be with family and make arrangements for the funeral. When we started to go to the motel, we could not get there because of the ice. We called Holiday Inn the next morning because of ice. It then snowed and the ice was so bad that we didn't get to have the funeral until Saturday.

Holiday Inn Express Hotel charged my credit card $487 even though we explained the situation and, of course, they were iced in and had no electricity on the day before either. They refused to reverse the charges because it was Super Bowl weekend. They couldn't have lost any business because highways were so icy--no one could get through unless they didn't care about their life. I have been trying since February to get these charges reversed. Holiday Inn in Cedar Hill is individually owned and they refused to consider the situation or the weather and refused to reverse the charges. I need help. Thank you.

While staying at the Holiday Inn Express in Clinton Mississippi, my diamond wedding ring was stolen by the maid. I went out for a run and took my ring off and hid it in a private pocket in my suitcase. It was so hidden, to find the ring; she would have had to dig through my suitcase. This maid has prior convictions of theft on her record. The hotel knowing this had her on staff. They have cameras in the hotel and she is the only person shown on video as entering my room. The police officer who investigated the case told me of her prior records. The hotel tried to hide the fact and refuses to do anything to help me recover the ring. They even refused to credit me for my stay. I understand the hotels policy of putting valuables in their safe, but do they not have some responsibility to the guests about hiring known criminals?

I called for reservations at the Holiday Inn Express at The Villages, Fl. The gentleman I spoke with somehow made my reservations at the Holiday Inn Express in my home town! I called to make another reservation for friends that would travel with us to The Villages Holiday Inn Express. I found out that my first reservation was made for my hometown. I called the 800 number and a lady helped me to make the change. She assured me that it was all taken care of and I would have no problems. When I arrived at The Villages, Fl. the desk clerk did not have the first reservation after I was assured it was taken care of. I am glad we checked in early or we would have not had a room. Clearly there was no follow-up on the part of the Holiday Inn Express reservations clerk.

I drove my father to the doctor in Oklahoma City. It was about 12 am when we reached the city, and we stopped at the first set of hotels that looked safe. When we walked in the front door of the hotel, the second door did not work (not a big problem because they had a phone where you could call). So about 10 minutes later when the employee made it to the door, he proceeded to telling us the prices of the rooms through a glass door, which actually worked after all. My father asked if we could come to the desk so that we could actually discuss the prices. The employee then decided to tell us the price of the rooms after tax, like he didn't think we could pay for the room. So after he went through the prices, he told us all he had were smoking rooms. I've stayed at many Holiday Inn Express hotels before and I haven't had a problem. This experience was the worst time I have had just trying to check in, I can just imagine what the rooms were like.

I have been here for 3 days now, and in those 3 days, there has been ** internet service, and at times, no TV satellite signal at all. It's windy here right now, so the satellite receiver has moved, due to the high winds. I talked to the maintenance person here, and he told me that the satellite dishes were not mounted properly, since it was installed 5 years ago. I complained to the front desk about it, and they told me they had put a call in for repairs, as needed. It's been like this for 5 years! Are you kidding me?

I'm a college student and I left a very expensive textbook in the room. I contacted the hotel immediately after I left but no one initially returned my call so I contacted them again. This time given to a manager, Ms. ***. When I explained the situation, she undertook a full investigation and was supposed to let me know the result. I still had not heard from anyone.

I called again the next month and spoke with Ms. *** who told me their investigation showed up nothing and the housekeeper had no recollection of a textbook. Earlier, she stated to me that their policy is that nothing should be discarded not even a newspaper without being turned in. My book was very valuable and there is a big market out there. I think someone kept my book and the hotel should be responsible. But according to the general manager, Ms. *****, there is nothing else they can do and advised me to do what I feel is necessary.

Hi! I am using the IHG property for the entire duration of my stay in the United States. I started with 13 nights at Crown Plaza at Cincinnati and was extremely happy and satisfied with the services provided. Based on my experience here, I decided to book my stay with Holiday Express in New York.Which I feel hasn't been too exciting. Firstly, the hotel provides shuttle service from 0900-1600 hours to the nearest substation, and this is every hour, there is too much of restriction around travel and I ended up paying close to $1000 for Taxi's for my entire stay in this place, this wasn't mentioned that the hotel will provide shuttle service only at the above times. More over, I have had a total of 20 nights at a stretch with IHG hotels and to my surprise when I requested for a late check out on 24th as my flight is at 2300 hours, I got a rude response from Malin **, the Manager on duty that this is against our hotel policy. Though your website clearly mentions that PC members can request for a late check out until 2.00 pm.

The overall experience hasn't been too good in comparison to my previous stay and if I knew that I was going to spend so much on taxi's I could have stayed close to the city by paying a slightly higher price. I am not sure if this feedback will reach the right people or even if I would get a reply of some kind. However, I would try and take it to the best possible level because I am an ex-hotelier and I have always learn to be hospitable with the guest, but this is something that's missing with the Manager on duty himself. Regards.

I was relocating to the Fort Worth area for a job opportunity from Boston, MA. I had no friends or family in the area. I packed a trailer that had everything I owned from a hand-knit blanket my grandmother made to a full scuba gear set. I was to move in to my apartment on Dec. 7 and decided to stay at the Holiday Inn Express in Fort Worth the night before. I pulled into the hotel around 9:00 pm and paid for a room. I was told where to park my vehicle since I had a trailer attached to it so it would be "safe".

When I woke up the next morning, I set off to meet my new employers. When I walked out the side door of the hotel, my entire trailer was gone. The only items I had left were the clothes on my back and the shoes on my feet. Everything was gone. You name it, it was gone. The man that stole my trailer was on video for the entire performance. He first came by to "check out" the car and the trailer at 3:00 am. He later came back at 6:00 am in broad daylight with everything he needed to steal the trailer. Again this was all on camera that airs at the front desk where someone should have noticed this creepy man dressed with a hood and blocking the parking lot while removing my trailer.

I understand that they are not liable for anything that happens to vehicles. But when I wrote a complaint, they responded with a cut and paste email that had nothing to do with the incident I had informed them about. I was told I would have someone contact me in 48 hours. Seventy-two hours later, I wrote them another email that they replied to in a aggressive threatening manner.

Please be aware of your safety and belongings if you choose to use this hotel brand.

In the morning, I mentioned to the desk clerk that this was the case and it resulted in a poor night's sleep. I requested that the points I had used be credited to my account. She said that the manager was not in, but that she would relay my complaint and request. To date (over a month later), I haven't heard anything and my points have not been adjusted. I entered a complaint online at Holiday Inn's website, with no response. I also responded to a follow-up "customer satisfaction" inquiry similarly that was emailed to me, also with no follow-up from Holiday Inn. Are their customer satisfaction follow-ups just a formality?

We stayed at the hotel Thanksgiving night and checked out about 8:30 a.m. I was charged $250 because they smelled smoke in the hallway and two maids reported that my son was smoking. He smoked outside the hotel and not in the hallway. Unfortunately, on his way down the hall to the elevator, he did have an unlit cigarette in his mouth but did not light it until he was outside away from the building.

Apparently someone was smoking in the hallway but it wasn't him. They arbitrarily based on hearsay slapped a $250 fine on my bill. Even the front desk person expressed that she saw my son go outside to smoke. We were in a hurry and didn't face down our accusers as we should have asked to do because I was so shocked by the unfair accusation and my son had to get back to work in St. Louis that morning.

I have always used Holiday Inn Express, but I must tell you I was very disappointed in the one we stayed in Lenoir City, Tennessee, 1112 Hwy. 321 North on 11/21/10. First we were given a room that had not been cleaned at 11:00 p.m. Then when I was checking out, there were other people whose rooms were not cleaned properly. I feel that if this happened to us, will happen again at this location. You need to get to the bottom of why the rooms are not being cleaned properly. I will stay again at one of your Holiday Inn Express, but if I find that you have a problem with cleanliness, I will not stay at one anymore.

My family made reservations for 10-23-2010. When my son made the reservation, he asked for two rooms, one for himself, military and one for me and my husband, seniors. David was told the rate would be $163 total for both rooms. This would be discounts for military and senior. When we checked out, we were charged $163 for each room. When we questioned it, the clerk said she could do nothing. She said the manager was not there. So we left and called later and the manager said to call corporate. We did and they said they could do nothing about it. We feel we were overcharged for the rooms. Each room had a king size bed. We stayed one night.

I went to take a shower on the day we were to check out, slipped in the tub, and broke two ribs. There were no mats or bars to grasp the fall. I was a patient that was having an evaluation for a kidney transplant at John Hopkins so we chose the hotel closest to the hospital. We did not have the money to stay another day so my wife put me in the car and drove me directly to the hospital nearest to our home. I sat for an hour and 45 minutes in pain to get to the hospital. The x-rays showed two broken ribs.

Holiday Inn Express is denying individuals with disabilities and those with registered service dogs the right to stay in their hotels.

I had made reservations for October 2-4, 2010. At the last minute, I had to cancel my reservations and they said that my money in the amount of $211.80 could not be refunded. I had no idea I was going through someone else to make reservations expect the Holiday Inn in Virginia Beach, VA. but apparently, this happened. V.B. said they refunded the money to whomever.

I do not feel this is fair. The only thing I have is my Itinerary and confirmation number. Could you please help in this matter? At least refund half of the money or a free night's stay at any Holiday Inn Express.

After a two night stay, I went to check out on the morning of our departure and the woman at the front desk who was the manager not only had our bill wrong on the charges, she started accusing us of having the puppies in our room.

She is saying that the maid was listening at our door and because the newspaper at the door was torn up, we had the puppies in our room! I got mad because we did not have them in our room. As a matter of fact, it was a big ordeal because we had to find a car wash to wash the kennel out because of the mess the puppies made of the kennel over the two night stay!

At any rate I look on my credit card and from last month and there was an additional $235.00 charge. When I called about this, she said it was for having the puppies in our room which we did not! Be careful. Don't stay at the Holiday Inn Express in El Dorado Kansas; they will scam you out of your money!

My intent was to stay 2 nights at this hotel. But on the second day, the hotel called the police about my dog being in my car. An officer came and questioned me about the dog and verified that she was perfectly fine. Due to the fact that the hotel wouldn't allow my dog in my room or my car, I was forced to cancel the second night. There was no other choice for me. I cannot understand how the hotel would hassle me, but they did. I told them I was leaving and not paying for the 2nd night. They responded okay, and then proceeded to charge my credit card anyway.

I woke up at 2 am with a dozen bites on me. Finding a bed bug, I showered and showed the desk clerk. She called her manager at home. Who told her not to charge me for the room. Calling the manager the next day. She accused me of bringing the bed bugs into her hotel. She then said, "if you ever try to check in here again, I'll call the police.

On Friday, October 22, 2010, I stayed at your hotel. The following morning, prior to checkout, my daughter and I gathered all of our belongings and left them in the room to go to the continental breakfast. We were at breakfast for approximately 45 minutes and upon return, we noticed that housekeeping had been in our room. My daughter took all of our belongings to the car. We checked out and departed for home. Approximately 30 minutes later while driving home, I was going to make a call on my cell phone. That was when I noticed that my purse was not in the vehicle. We pulled over and searched the car thoroughly, but were unable to locate my purse. We decided to turn around and return to the hotel.

The last time I saw my purse, it was on the bed in my room prior to going to breakfast. I assumed my daughter had put all of our belongings in the car prior to departing the hotel. When we reached the hotel, my daughter went in and spoke with hotel staff and returned to the room to look for the purse. However, she was unsuccessful in locating the purse. The hotel staff informed my daughter that if they were able to locate the purse, they would contact us and return it. We did not contact the local police, which maybe we should have. We have yet to hear from anyone at the hotel. I am very curious as to what the procedures are. It's obvious the purse was stolen from the room which means someone had access to the room.

On October 16, 2010, we reserved what was supposed to a handicap room at the Holiday Inn Express in Seaford, DE. We reserved our room through Priority Club as we normally do. I am sad to say I was very disappointed in the way my family was treated by the housekeeper and manager of this establishment.

First, the handicapped room promised was supposed to have a roll-in shower that was handicapped accessible. The toilet was also to be a handicapped toilet. The only reason this was requested is because I have prosthetic in one leg and cannot use any regular bathroom equipment without difficulty. At least, they should have given what we requested or have been told that these services were not available. It was very difficult using the toilet and dangerous when bringing this leg up over the tub to take a shower, but I made it. There where handles to hold on to, Thank God.

Second, the heater in the room did not work. There were no knobs on the heater, and the thermostat on the wall did not work and could not be used. Maintenance was sent to try to repair the heater, but could not. He said it could not be repaired and we could use the heater in the other side of the double room door to keep the kids warm. This was not a good idea. The heater had to be turned up really high to warm both rooms which made our side very hot and so uncomfortable my husband and I could not sleep. This was not good service and we did not appreciate being treated this way. Why was this Holiday Inn Express not courteous enough to give us another room?

Third, when my grandchild went to take a bath; the bath tub was so dirty that dirt would rise when the water was run in the tub. Housekeeping was sent in to clean the tub. She cleaned and removed all the towels, even the extra clean one we received the night before which were clean, from the bathroom after she finished cleaning. She left two towels and three wash cloths for four people. One granddaughter went to the service desk to request more towels. In fact, she specifically asked for one towel and one wash cloth so her sister could take a shower. The reaction from the service desk was unbelievable.

Housekeeping was sent to gather all of our towels and wash cloths before the hotel would give us another towel. Housekeeping was adamant about getting all of the towels. I asked her to come in so that she could see that I was stilled wrapped in the towel I used when taking my shower. She refused to enter and demanded all of our towels.

This was an inhumane way of treating anyone. Remember, housekeeping removed all the towels except for the towels and three wash cloths she left when she came to clean out the tub which should have been cleaned before we were given the room. Then she wanted the towels back she had just given us, before we could get more towels; even though I was naked, wrapped in the towel. I was not giving up my towel until I was dressed.

I asked housekeeping to ask the manager to call me or come to the room. Someone called claiming to be the manager and needless to say, I was totally **** off at this hotel. I let her know I would go to Wal-Mart to purchase a towel. But instead, I put all the towels out of the room into the hall way, packed up our suit cases, and my granddaughter took her shower at another person's home.

Hotels use more towels at poolside than they do in rooms. What kind of service does not give you clean towels? I put the towel out in the hall way before we packed our bags so they could count them before we left. The towels were still in the hallway when we left.This was the saddest treatment from such a prestigious hotel chain I have ever received in the 24 years of traveling when my husband was in the military.

We are seniors now and still travel, but this treatment was unbelievable, disappointing, inhumane, discriminating, hurtful, and very deceiving. Yes, we will not return to the hotel again, but we will continue to travel and hope we are never treated like this again by anyone or any company. My hope is that this letter will help someone else especially the traveling military families, because my ordeal was really awful. Sincerely.

On October 16, 2010, we reserved what was supposed to a handicap room at the Holiday Inn Express in Seaford, DE. We reserved our room through Priority Club as we normally do. I am sad to say I was very disappointed in the way my family was treated by the housekeeper and manager of this establishment.

First, the handicapped room promised was supposed to have a roll-in shower that was handicapped accessible. The toilet was also to be a handicapped toilet. The only reason this was requested is because I have prosthetic in one leg and cannot use any regular bathroom equipment without difficulty. At least they should have been given what we requested or have been told that these services were not available. It was very difficult using the toilet and dangerous when bringing this leg up over the tub to take a shower, but I made it. There where handles to hold on to, Thank God.

Second, the heater in the room did not work. There were no knobs on the heater, and the thermostat on the wall did not work and could not be used. Maintenance was sent to try to repair the heater, but could not. He said it could not be repaired and we could use the heater in the other side of the double room door to keep the kids warm. Not a good idea. The heater had to be turned up really high to warm both rooms which made our side very hot and so uncomfortable, my husband and I could not sleep. This was not good service and we did not appreciate be treated this way. Why was this Holiday Inn Express not courteous enough to give us another room?

Third, when my grandchild went to take a bath, the bath tub was do dirty that dirt would rise when the water was run in the tub. Housekeeping was sent in to clean the tub. She cleaned and removed all the towels, even the extra clean one we received the night before, which were clean, from the bathroom after she finished cleaning. She left two towels and three wash clothes for four people. One granddaughter went to service desk to request more towels, in fact, she specifically ask for one towel and one wash cloth so her sister could take a shower. The reaction from the service desk was unbelievable.

Housekeeping was sent to gather all of our towels and wash cloths before the hotel would give us another towel. Housekeeping was adamant about getting all of the towels. I ask her to come in so that she could see that I was stilled wrapped in the towel I used when taking my shower. She refused to enter and demanded all of our towels.

This was an inhumane way of treating anyone. Remember housekeeping remove all the towels except for the towels and three wash cloths she left when she came to clean out the tub, which should have been cleaned before we were given the room. Then she wanted the towels back she had just given us, before we could get more towels; even though I was naked, wrapped in the towel. I was not giving up my towel until I was dressed.

I ask housekeeping to ask the manager to call me or come to the room. Someone called claiming to be the manager and needless to say I was totally ****** off at this hotel. I let her know I would go to Wal-Mart to purchase a towel. But instead, I put all the towels out of the room into the hall way, packed up our suit cases, and my granddaughter took her shower at another person's home

Hotels use more towels at pool side than they do in rooms. What kind of service does not give you clean towels? I put the towel out in the hallway before we packed our bags so they could count them before we left. The towels were still in the hallway when we left. This was the saddest treatment from such a prestigious hotel chain I have ever received in the 24 years of traveling when my husband was in the military. We are seniors now and still travel, but this treatment was unbelievable, disappointing, inhumane, discriminating, hurtful, and very deceiving. Yes, we will not return to the hotel again, but we will continue to travel and hope we are never treated like this again by anyone or any company. My hope is that this letter will help someone else especially the traveling military families, because my ordeal was really awful.

I stayed at the Hotel on October 15 and 16, 2010 to attend our 50th High School Reunion. On the evening of October 16th, there were some rugby players at the Hotel who were rowdy and were slamming doors, shouting, and playing ball in the halls and outside all night. The duty manager tried to get them to stop, but the group did not listen. We were unable to sleep until the noise stopped at around 5:00 am. The manager should have called the police but did not. This is unacceptable for a Holiday Inn Express. The manager indicated that he had received several complaints, but that he could do nothing.

I could not sleep all night which is what I paid Holiday Inn Express for. The aggravation and discomfort of not sleeping all night is not the kind of stay that would lead me to spend the night at Holiday Inn Express again.

The night of Sept. 30, 2010, my husband and I spent the night at the New Philadelphia, Ohio, Holiday Inn Express. Our room was secured by my Walmart Visa Card.The next am, as we checked out, we paid for the room in cash and have a receipt to that effect. I asked specifically that my card be reimbursed and not charged.

I was assured that it "was never charged, the room was only held overnight with the card." This statement by the clerk on duty the am of Oct. 1. However, this was untrue as my credit card was debited $ 143 and despite my calling twice in interim, the card has not been reimbursed. I have even asked to speak to the manager, Amber **, to no avail, and even asked she call. Evidently, this Holiday Inn Express believes in dishonest business practices.

Michael checked me in to room 106 on 09-20-2010. I have no complaint against Michael or any other desk clerk, however, I do have a complaint with the house keeping staff. We know for a fact that my daughter left a nice ladies' blouse in the closet in room 106 when we checked out on 09-21-2010. Never discovered that is what we did until approx.200 miles south on I-57. It was too far to turn around and go back, so we decided to wait and call when we got home, to see if we could make some arrangements to have it mailed to us.

Made a call to the front desk, and was told that I would have to talk to head housekeeper next day after 10AM. I did as I was told, and called the next day after 10 AM, and head housekeeper would not come to the phone, so I relayed the information to the desk clerk, and she passed it on to housekeeper, or so I was told. I was told that head house keeper said, they found no blouse in the closet of room 106. I asked if housekeeping was required to check the closets after each customer checks out, and was told that they are required to check, and report, and log in found items.

We know for a fact that the blouse was left there, because we stopped nowhere else until approximately 200 miles down the road, at which time, our daughter realized she had forgotten to get her blouse out of the closet. I saw it in the closet when I removed my shirt, and relied on my daughter to get her blouse, however she forgot too do so, and this is not a young girl but a 54 year old woman. We don't have any motive other than, we would like to have her white blouse back. I was told by the desk clerk that the housekeeping staff is honest, however this missing blouse tells me otherwise.

We lost a ladies' blouse, that my wife and I had bought her at Wright Patterson AFB, Ohio 09-18-2010. The hotel was excellent, and we have no other complaint, other than we feel that the housekeeping staff recovered the blouse, and never reported it to the front desk. This is not something that an attorney needs to be involved with, but I think it can be settled between myself, and Holiday Inn express.

This complaint is more with the Holiday Inn Express Corporation and their policies. When you use the website, watch out for what and how you book. I found that their advance booking does not let you cancel without paying for your entire stay, regardless of notification period or situation. When you book online, the first rates you see are those under advance booking. Rates are about 10-15% lower. When you book, it looks like a normal booking. There are a couple of checks you do near the end of the booking. Be careful for what you're agreeing to that if you change or cancel the booking, you will be billed for the entire stay. I was told by several employees that this is corporate policy and they cannot go around.

One hotel manager even told me she thought the website misled people and raised this with her area manager due to the complaints she and her staff received. His response was, it helps with the company revenue and she was not to deviate from the policy. Their website is a bait and hook and preys on the fact that everyone will not read all the fine print.

I am writing this letter to dispute those two charged amounts of $487.80 on 1/13/2010 and additional two hotel taxes of $3.13 on 1/17/2010. I had reserved the rooms for other branch employees to join our annual party on 1/23/2010 and our company had prepaid those transactions on 10/20/2009 through 10/22/2009. On January 13, 2010, when our branch employees arrived in Holiday Inn Express with reservation documents, the hotel didn't allow them to check in. The reason was because our employees didn't bring the original credit card to check in. So our employee "Raymond" was forced to pay with our company credit card (Chase credit card) for the two bedroom stays in order to check in.

Ironically, they allowed two of our other employees to check in with their reservation documents only. On February 18, we received the Chase statement, which indicates those two charged amount again. From the Holiday Inn Express letter, they said that they credited two $487.80 to our Citi MasterCard ending **. They credited two $487.80 to our Citi MasterCard, but that amount was for the double charge with Citi MasterCard on January 13, 2010. Somehow, they charged again on January 13, 2010 with our Citi MasterCard while the trip was already pre-paid on 2009.

The Chase credit card company had billed us those two amounts of $487.80 because Holiday express refused to those two transactions. I wrote the email to Holiday Inn Express and request the explanation. However, the Holiday Inn Express didn't explain the reason; instead, they keep mentioning irrelevant matter.

We checked in about 4:00 p.m. on Sat., 7/31/10. We Left our luggage in the room and left to take care of some family business. Upon returning to the room about 7:00p.m., we notice a few ants in the kitchen/bar area and a few in the bathroom. We killed a few and thought that would take care of the ants. We went to bed about 9:00p.m. because of a funeral the next morning. When we woke up, there were ants by the hundreds on the bar and bathroom so we looked around more and found them all over our clothing and luggage and personal belongings. We shook the ants off the clothing we were going to wear.

We got dressed and went to have breakfast where I stopped by the front desk and explained to the lady that we had ants in our room. She said they would check it out. After breakfast, we cleaned the ants out of our luggage as best as possible and left for the day without hearing anymore from the front desk that morning or to date from their management.

When we got home, we had to clean more ants out of our luggage before taking it into the house. All total, we probably spent 3 hours cleaning up ants. After getting home on 8/1/10, I wrote an email complaint to the Holiday Inn Express Public Relations office. They sent me a survey to fill out which I did, and to date, I have not hear back from them either. I would not encourage anybody to stay at the Holiday Inn Express Hotel and Suites because they do not care about their customers!

The wife and I wanted to check in to this hotel for the night of 8/14/10 Saturday, and asked the reservations clerk if there were available rooms. She in turn replied, "Yes!" I asked, "How much?" She replied that since there was a weekend festival titled "Carnation Festival", our room rates would be extremely higher than normal, and quoted $145.00 for that night. We asked if this is normal procedure, to charge more for the room because of a special event in town, and she replied, "Yes!"

We stayed at the Super 8 motel, almost directly across the street from your establishment, and paid $85.39 plus tax. The attendant for Super 8 told us they do not charge any extra for any special event. So, I need an explanation from you, please?

After a 10 hour drive, I arrived and asked for a 2-night stay. The woman at the desk quoted me 169 dollars. I asked if that was for both nights, to which her reply was yes. I said I'll take it thinking it wasn't a super price but decent for a random 2-night stay. Half way through the next day, while at an event I was attending, I received a call saying that my possessions were still in the room. I told her, of course. I am here until tomorrow. To which she replied no, I had only booked a single night's stay. So after debate, they offered to move me to another room but told me I needed to pay 169 dollars for an additional night! I was outraged and they would not help me out at all. Had I known the price I paid originally was for only 1 night, I would have moved on. I am very disappointed by the management that does not speak English. I will never stay in any Holiday Inn ever again even if it means camping in my truck.

My family and I recently stayed at the Holiday Inn Express in Murfreesboro, TN with my daughter's traveling basketball team. From the time we arrived there, we made numerous complaints to the front desk about the smell of mold and mildew in our room from the leaking air conditioning unit. After the first complaint, they sent someone up to just shampoo up the drenched carpet but did not fix the problem. We then complained the next day to the front desk that the floor was still soaked with water, but nothing was done. Again, on the third day, same results. After the third day of complaining with no results, we checked out early cutting our trip short.

This is a brand new hotel, maybe it's a month old. We reserved Saturday through Wednesday. It has been a night mare. First, the guest dry didn't work. Front desk said, "Too bad. Not everything will work even in a new hotel." Then we discovered the microwave didn't work in the room. The front desk couldn't get help to address the problem. Finally, late in evening of Saturday the same day we arrived, we were moved down from where we were. I thought okay maybe it will do.

However, it didn't work well. There was a train track on that side of the hotel which we heard each one through the night. My handicap daughter couldn't get in the bathroom so we asked to go back to a handicap room on Sunday morning as we were leaving for church. By the time we got back, we had another handicap room on another floor. The manager gave us next morning breakfast on him due to all of our problems. We spent Sun night in the new location, ate the free breakfast on Monday and thanked everyone. Went sight seeing on Monday, came back to discover that my daughter's obvious soiled sheet never got changed. Neither bed got changed. I called the front desk and said the manager and assistant both told the front desk that beds do not get changed if you stay multiple times in a row.

Front desk brought me a set of sheets for me to change myself. I pay the same high amount everyday and can't get what I paid for because this hotel doesn't seem to care. My handicap daughter had to wait to get clean, if they were clean sheets, before going to bed. I had to struggle changing them while leaving her sitting. I am frustrated, upset, my blood pressure has risen even though I take medication and fever blisters have broken out on my mouth due to nerves.

i was badly attacked by bed bugs in room 310 at Holiday Inn Express. I am disfigured and devastated. I had the Board of Health go to my room and it was confirmed that there were bugs in my bed! I have photos and confirmation of the bugs. They closed the room. Pain and suffering, doctor visits. Canine dog coming to my home today to tell me if they are in my house. I need a good lawyer.

We stayed at this Motel because the night before, we stayed in Mt Vernon, Ill. at Holiday Inn Express. It had very nice facilities and enjoyed our stay very much, plus is pet friendly. Because of the nice facilities and cost for our small dog, we were sure the one in Spartanburg would be the same. We were sure wrong. There was nowhere to find anything to eat, so ended up eating food out of the vending machine. The room was very small, and they charged us $50.00 for our dog. The total bill in Mt. Vernon, Ill. ended up costing us $98.00 which we were glad to pay as it was very nice, we ended up paying $175.00 total for our stay in Spartanburg SC. We could of stayed at a Beach Hotel for less than that!

We make it a point to stay at Holiday Express because we thought all rooms had a microwave or a small fridge. But neither one was there. I had to go to the office and ask them to put my heating pad in the micro. The breakfast was very sparse. The room cost more than we pay at another Holiday Express, with nothing extra in the room. We will look around for another hotel brand name on our next trip. We are moving on to find another hotel that provides better options and not at the top for price for a bed. We had a party of six and all were disappointed.

My wife and I, stayed in Room 105, Jun 25, 26, and 27. This is a very nice, new facility. I noticed small roaches in the bath room. I bought roach and ant spray at the local Walmart. I would pick up the dead bugs each morning. I also noticed that flies were pretty bad in the kitchen and dining area during breakfast. At checkout, I complained to the front desk. I was told, the bugs are only on floor #1. Course, I was complaining about room 105.

I had a problem with the Holiday Inn Express in Bremen, GA. I made a reservation for a family member after logging into my Holiday Inn Priority Club account. The Bremen GA H.I.E. would not honor the reservation because I wasn't there. This is the first time that has ever happened in several years and many stays for family members that I've done that way. I tried calling the Bremen GA H.I.E. front desk at the number listed online, but no one answered until the ringing finally stopped. This happened five times. So I called the toll free number for Holiday Inn. I am sick and tired of American customers being handed over to someone in another country who can barely speak English and can't deal with anything other than read from their scripted responses. I was finally transferred to an American (I think) who sounded as if she was on drugs. She was hardly any better and basically told me that because the hotels are franchises, the individual hotels can basically make any rule they want. I've been a priority club member since 2003 and have 5 employees who are members and we frequently travel on business and have always used Holiday Inn. I've directed my staff to find a new chain now.

On the days of 4/13/10, 4/14/10, and 4/15/10, I stayed at a Holiday Inn Express. I showed my Caltrans State ID and was told the State rate was $104 a night. The following week I stayed at the same place, with the same accommodations and was charged $84 a night (for one night). My coworkers who stayed at the same place during the same time periods were charged the State rate of $84 (for both weeks).

When I spoke to the manager (Jon **), he told me "he has the right to charge individuals whatever rate he sees fit at any time" and refused to reimburse me for the overage charges (from the following week). He said he would charge my coworkers $84 and me $104, because he didn't like the way I spoke to him. The fact that I brought this to his attention was offensive to him and he adamantly refused to compromise. I feel this was an act of discrimination and should be against the policies of Holiday Inn.

I called the Holiday Inn corporate office and was told the State rate for employees was $84. I filed a complaint and am awaiting a response. However, the claims representative who I spoke to said it is probable that there wouldn't be a correction to my bill as managers are allowed to bill different rates to different people on a person by person basis. Basically, they are allowed to discriminate and charge different rates based on the mood and temperament of the manager on duty. If the manager doesn't like the way you look or doesn't like the way you sound, he can charge what ever rate he sees fit.

I have since found out the State will only reimburse me up to $84 a night, so I have to pay the difference out of my pocket. I am a Civil Engineer working in Truckee, trying to provide a service to the State, away from my family for 6 months, and I should not have to endure this type of discrimination from an establishment which prides itself on providing quality customer service.

We checked about 7:00 pm. The room was not particularly clean but we decided to go ahead and stay as we were very tired. I had requested a jacuzzi room, which we received, but it was not clean so we did not use it. I went to sleep quickly. My wife was getting ready to lay down when she noticed some ants around the jacuzzi. She used the bathroom and it required several flushes to remove the results. The bathroom sink would barely drain. The following morning, the ants were much worse. Since we were on the third floor, I would assume the hotel was totally infested. Upon checkout, I informed the desk clerk who responded with a shrug and said, "We will check on it."

I went to the Holiday Inn Express in Pearland, Tx this evening to meet with a client and discuss business. The front desk lady named Mimi was there and was the rudest person I have met in a long time. She continued to put her nose in our conversation, say inappropriate comments, give her advice to our conversation and make rude and uncalled for comments about my children that were with me. I will not be treated the way she treated me for any reason, especially by someone who is not involved in my conversation and is supposed to be acting out nice and friendly as a customer service.

I hope action is taken to remove people like this from their staff or their very nice and new hotel will not be visited much. I felt extreme anger and discomfort on my part and may have lost a client due to her butting in and making things so uncomfortable for the both of us.

After working there a for total of about 5 months, I came across an issue, that lead to my termination. On March 26, 2010, a lady came to check-in. I couldn't find her in our arrivals list, so I proceeded o ask her what her confirmation number was. The lady called her mother, and as I started to talk to her, the guest's mother was very rude. As an employee, I took it and handled the situation, the best way possible.

Still conversing with the woman on the phone, she told me "look little black girl, I don't have time for this". As she said that, I asked the woman who was checking in, if this was her mother, and handed the phone back to her. I continued to check the woman in, saying that I had forgotten that she was already in-house, and that all she needed was to show her ID. She walked off, and I turned to my colleague, and stated that the woman's mother had called me "little black girl".

After that, on March 28, 2010, my manager said that I needed to come in. The issue came up again, and I explained to her what happened, but was told that I was unprofessional. She also stated that what the lady said to me was not offensive, and that I was getting terminated for it, because I didn't know what the customer was going through, so it didn't matter what she called me, because I was being to sensitive. It resulted in me being fired, and now I have to find another job, so that I can pay my car payments. I am very emotionally stressed, and surprised that they dont treat their employees with more respect.

I am a Law Enforcement Officer in Putnam County, FL. A colleague and I were recently required to travel to Houston, Texas to interview a suspect on a major felony case. We left our agency at approximately 2 am on March 1, 2010 and drove to Houston, arriving approximately 13 hours later. We conducted our business and decided to drive back towards Florida for a while, so we did not get caught in the morning rush hour traffic of Houston. We decided to stop at the Holiday Inn Express in Vidor, Texas, located at 260 East Freeway. We entered the hotel to check in and inquired if we could pay our bill with cash, as that was what we were supplied with by our agency. We were told by the desk clerk that we could pay with cash upon checkout but a credit card was required upon check in. I provided my personal credit card number to secure the room and the check in process was completed.

We entered the room. We both showered then immediately fell asleep, being that we were exhausted. We awoke the next morning, showered again and went downstairs to check out. When arriving at the front desk, we were told by the day shift desk clerk that the hotel did not accept cash. After some questioning as to why cash was not accepted, after we were told it would be, I decided to just pay the $97.75 for the room using my credit card. I then took possession of the cash we were supplied, as reimbursement for the use of my credit card.

After check out, I was speaking with my wife, Laura, by telephone and I told her of the misunderstanding at the hotel. Being a former Holiday Inn manager, she advised that did not sound right and in turn, contacted the Holiday Inn Corporation to inquire. Laura was told that is not normal policy and they would register a complaint to send to the hotel management. Laura, having previously been employed by Holiday Inn as a manager, has knowledge that the hotel would be charged $75 which would be added to their royalty invoice for the month, as a result of the complaint. I thought nothing more of the incident and traveled home.

On March 16, 2010, I received my credit card statement in the mail and found two charges from the Holiday Inn Express in Vidor, TX. The first being the room charge of $97.75 and a second charge for $75. Both charges were submitted on March 2, 2010, the day we checked out. As I was not home from work yet, Laura contacted the Holiday Inn Express to inquire about the second charge and was told the charge was a cleaning fee for someone smoking in the room. I found this preposterous, as neither my colleague nor I smoke, or have ever smoked.

When I arrived home, I contacted the Holiday Inn Express and asked to speak with the owner or general manager of the hotel. I was told by Carlos, the desk clerk, that the hotel was owned by Tino and Nisha and they were currently at another hotel they owned. Carlos provided a telephone number of 409-. I called this number which was answered by Nisha. I began to inform Nisha of the problem and she immediately cut me off and transferred me to Tino. When Tino answered, I began to explain the problem I had. Tino was very rude and continuously spoke over my attempts to explain the problem. I finally asked Tino if he would listen to me for a few minutes, which he did as I explained the problem, but he continued to insist either my colleague or I smoked in the room.

At first, Tino told me he was forced to keep the room unoccupied for three to four days for cleaning, but later claimed the room is still unoccupied to this day. I informed Tino neither of us smokes, but he would hear none of it. I simply asked Tino to credit my card, but he continuously refused to do so. I informed Tino I believed he was committing fraud by claiming smoke damage to the room to recover the $75 he was charged by Holiday Inn. Tino denied this and immediately changed the subject. I further informed Tino I believed this hotel is along a major interstate, in area not many people travel for tourism, and he makes fraudulent charges to traveling guests, as it is his belief no one will come back to the area.

Tino and I discussed this charge for approximately 30 minutes, during which time he was very rude and overbearing, flatly refusing to listen to my claims or work with me in any way. At one point, I asked Tino if he was the owner of the hotel, to which he replied he was not. I asked Tino for the owner's contact information so I could speak with them and Tino absolutely refused to provide this information. I asked Tino why he would not provide this to me and he said he was forbidden to do so. I then asked for the name of the corporation which owned the hotel and was provided Holiday Inn Express Vidor with an address of 260 East Freeway, Vidor, TX. I informed Tino this was the name and address of the hotel, in which we stayed, and he was attempting to deceive me. I continued to request this information but Tino continued to angrily deny my request.

I then asked Tino what the hotel's process was if they discovered any type of damage in the room, including the smell of cigarette smoke. Tino advised statements are collected from the housekeeping employees who discover damage and photographs are taken of the damage, including cigarette butts, ashes or any other findings which support the claim of smoking in the room. I asked Tino to provide this information but I was told this procedure was not completed; further indicating this is a false statement to recover the $75 charge his hotel received from the corporate office. I inquired as to the normal charge for repairing smoke damage and was told the normal charge was $200 but we were only charged $75 because not much work was needed. I informed Tino I found this amount very convenient, as it matched the amount taken by the corporate office. Tino denied this claim and continued to be very derogative towards me.

After about 30 minutes, Tino finally offered to refund half of the amount charged. I still do not believe this is fair, as I can prove by statements from employers, physicians, co-workers, etc. that neither occupant of the room smokes and Tino has no proof or documentation that smoke damaged the room during the time it was occupied by us, as procedures stated by Tino were not followed. I believe this is a fraudulent charge, initiated by Tino to recover the $75 his hotel was charged.

After speaking with Tino, I began to attempt to identify the owner of the hotel, as Tino stated he was not the owner. After examining numerous databases via the internet, I learned Tino *** is indeed the owner, as stated on the Better Business Bureau website. Yet again, a lie told by Tino. I do not appreciate being treated like this and I will never spend another dime at any hotel affiliated with IC Hotels Group. I am not asking for any compensation other than the $75 I was fraudulently charged. Tino is a poor representative of Holiday Inn and its partners and affiliates and I will make sure I inform as many people as possible about the scam he has going along a lonely stretch of Interstate 10 in east Texas.

It is my opinion Tino is nothing more than a thief and should be investigated for fraudulent charges to a credit card and an ongoing organized scheme to defraud persons of money. I wonder how many people have been fraudulently charged and are not aware or have decided not to worry about the charge. I have had to change my credit card number to protect against more fraudulent charges and his actions have severely affected my agencies opinion of Holiday Inn in general.

On 2/23/10, I booked a reservation with them. I was told that they would hold the first night's deposit on my credit card. I said okay. Two hours later, I cancelled. The young lady gave me a cancellation number. I thought everything was fine. A few days later, it was showing on my card, that they had the full amount pending. I called and Sara said sometimes it takes a few days, for it to get back on the card. After the weekend, I called on Monday, then I was told by Ronald that I did an advance pay. I asked what that is. He said you booked under the advance pay rate, so you cannot get a refund, if you don't cancel before twenty four hours. I said, first, I cancelled the same day.

He said no and that I cancelled on the following day. I told him that was a lie. Then I told him that Jen, his employee, never said anything to me about an advance pay rate. He then said he will give me one day back, and hung up. I call their corporate office and basically, they said they could not do anything. Also, Sara told me that sometimes the corporate office doesn't process the cancellation right away. That is not my fault. I want all my money on my card. I did not agree to an advance pay rate. Times are very hard. I need my money. I am stressed about this. I feel like I have been scammed.

of $280 plus on my charge card due to weather, things beyond my control. I really would like for an exception to be made in this case.

When I checked into the Holiday Inn Express on E. Gateway Blvd. in Savannah, GA., they gave me the 3rd floor suite room 328, the Doom Room! The black out shades were gone (parking lot light glare), the coffee maker didn't work, telephone wasn't either, let alone no hot water for 3 days! What more surprises could the Doom Room give me? On the 3rd and final day of my stay, all hell finally broke loose!

Alan, the night manger came up to my room and offered me quarters for the dryers and a new room when it became available. The call never came to move to a new room or the quarters. The damage was already done, I thought!

During the night I kept awake off and on during the night with drip, drip, drip. To prevent more water damage to the room, I emptied the ice bucket at least four times. I finally moved into the sitting room and tried to catch some sleep on the couch. The Doom Room and I parted our relationship round 5 am.

There was a new clerk on duty (Mark). When I asked the clerk, Mark, for a credit, he said he was not allowed to issue any credit. He told me he was made aware of the conditions in room 328 from Alan. When he refused a credit, he gave me a card with the General Manager's name and told me, I would have to come back and contact him. I was told by the staff the new management was not spending any money for maintenance to repair the roof.

To say the least, in all my years of traveling, this has been the worst experience I have had in a hotel. Finally, as I went to leave the desk and walk out of the hotels main entrance, as a final wave good day, the ceiling tile collapsed onto the luggage carts!

After unpacking with two toddlers in tow, I noticed that there was a stain on the sheet of one queen size bed. I called the front desk. They sent the girl from the front desk to the room with clean sheets. She then told me that I would have to change the sheets myself, since there was no housekeeping on duty at 9:30P.M. If I go to a restaurant I don't expect to cook my meal. I strongly feel she should have remade the bed not me. I was shocked by this and feel very strongly she was completely out of line.

The owners are drunks and hang around the lobby drunk and try to get the employees to drink with them, harrasment issues. I would never stay at this hotel!!!!!

We booked a room for 12/8/2009 and 1/5/2009 for a round trip to Dayton, Ohio for surgery and to spend Christmas with our family. At 10:30PM as I began to turn out the light I saw bed bugs scampering around the bedding. When swatted I could see blood: my blood the bugs had been biting me leaving splotches of blood on the bedding.

Immediately I called the night manager who witnessed the crawling bed bugs. He told me that this night was 'comped' and when I tol him that we had booked 1/5 for our return he stated that night would be comped as well. We moved to a new room, didn,t get to sleep until 3AM and left at 8AM.

About 9AM, as we were traveling up I-75, my cell phone rang. It was the 'managwe' who, being foreign, was difficult to understand. I did understand that "if you thought you were getting a free room on the return trip you,re crazy!" I hung up. I contacted HSIS's guest relations reierating the episode to them immedately after the exchange with the 'manager.'

Further, I sent a detailed email to guest relations over a week ago, and as of today, 12/18/2009, I've heard nothing. After much conversation with HI I was finally able to cancel the return reservation and after 45 years of using my priority club have decided to never again stay in a Holiday In/ICH property.

We lost a lot of sleep that evening. Spent much time in the shower, arising bleary-eyed and tired. To treat guests as rudely as this 'manager' did is highly unexcusable. We'll never forget or forgive the way this was mishandled. At any rate tired travelers, stay away from Holiday Inn Express-Ringgtree, Georgia as the bed bugs have taken over and thet are more important than the paying guests!

on decemaber 11, 2009 myself and my wife arrived in venice , florida to visit our grand chld for a early christmas ... it was approx 10:15 or so , we rented a room from the holiday inn express . we went to the room and the air conditioning kept turning off and we were only in the room for fifteen min waiting for thit to cool off , we called the front desk and ashley the front desk clerk said it was climate controlled .. it was to hot so i went down to the front desk and my wife went to the car to get a refund the front desk clerk ( ashley ) was going to check me out byt the lady (diane ) behind her said dont check them out it will charge his card .. she said she (diane) would clear it up through audit in the morning and that my card would not be charged ...and i was garranteed by Diane the it would not be charged and we were on our way next door to the best western which we look at the room this time it was great and were checked in by 11;07..

the clerk (Eddie) at the best western stated he gets a large number of geust's for the same reasons every week ...when i returned home on december 12, 2009 i found a hold of $120.00 on my account i called the hotel and spoke to ashley and she stated i had to talk to the manager (deana) on monday. and on the morning of the 14th of december the amount had changed to $83.00 and the room was supposed to be $99.00 not sure what was up with all the changes... i called and spoke to the manager Deana and she stated they were not going to refund my money as the room had been used ...in no way had the room been used we were only in the room for approx 15 min ... she was rude and disrespectful in every way i then called holiday inn express corp. and they would do nothing .. what a discrace that a busness of this size and name can steal money from you and get away with it

on arrival the clerk asked how many in my party, i respondedwith i had 5 grandchildren with me. she gave us a room on the second floor and called 2 min. later to say 6 people were not allowed in one room.she offered me adjoining rooms on the third floor for the same price as the one room which gave us a total of 3 beds.i happily agreed because it was pouring down rain. we left the rooms in good order only to be billed $179.85 per room, which is a total of $359.70 for a total of 10 hours.

p.s. if you need the copies I will gladly fax them to you I know what he did was illegal.

On September 4, 2009 I checked in to a Holiday inn Express in Hattiesburg Ms for a game that my school was playing vs USM. I reserved the room with my bankcard but when I checked out on 9-6-09 I decided to pay cash for the charges. The frontdesk clerck Lauren failed to give me a reciept for the charges in the amount of 281.22 which I payed in cash. Given the fact that I was only in town for the weekend I realized after driving for about an hour headed back to Natchez MS that I was not given a reciept. When I called back Lauren- frontdesk clerk advised me that the charges would not apply to my card.

On Sept 8, 2009 my bankcard was charged 281.22 also which showed up on my bank statement. When I contacted the Holiday Inn Express the Supervisor Albert told me ther was no records showimg I payed cash and it was nothing they could do about it. When Lauren arrived at work for 3pm on 9-14-09 I asked her why there was no sign of me paying cash and my bankcard was charged also? She replied that she would do what she could so that I could get my money back. Unfortunately, Albert-Supervisor jumped back on the phone replying that he didn't have time to talk about this and I could leave a voicemail with his GM whom never answered the phone. As a customer this really was not taken care of in the right matter.

Given the fact that I enjoyed my stay and the frontdesk team was so arrogant and nasty, of course they didn't care because it wasn't their money. Albert also told me after I asked him to run the cameras and see that I handed her cash that they did not have survealence at their frontdesk. In return I asked him why would they be so careless not to when allowing people to handle cash transactions and dealing with people bank numbers. He replied " We just don't" . I feel that their customer service skills sucked and they should take more thought into consideration when dealing with people's money.

On 07-24-2009 my family and I stayed 1 night at the Holiday Inn Express Marina, CA. Our room was right next to the banquet/meeting room. On this particular evening there was a reunion party going on in this room creating an extreme amount of noise in our room. I complained to the front desk hotel staff. This person was very nice and appoligized for the noise. The next morning the front desk staff member informed us that she had talked to the hotel manager who offered to comp us for a free stay at another time in the form of a certificate/voucher to be mailed out the following Mon morning. We were informed that they could not make an adjustment at that time because we booked our reservation on Expedia. We received nothing in the mail and hotel management has since recinded the original offer. Over a month has passed and with a long list of e-mails to the hotel owner to no avail. Nothing has been resolved. I know this may seem like a small issue but business owners need to be held accountable for their actions. I have very detailed e-mail corrospondences available if required.

We stayed overnight at this placeon August 17,2009 because we had to attend a funeral. Illinois is a smoke free state. This hotel had a smoking on the first floor. we stayed on the 3rd floor and the whole place reeked of smoke. The tub stopper did not work and neither did the hair dryer and the faucet sprayed all over the place. I told all this to the girl at the desk and they said or did nothing about it. their policy is to make everyone satisfied and they did not. The smoking situation was very unhealthy and stinky!

On August 15, 2009 I checked into this motel around 10PM. I used my priority club points for two rooms. I signed in at the front desk and signed appropriate paperwork. At 2AM I received a call from above number on my cell while asleep. I could not sleep for rest of nite. Next morning around 8AM two kids tried to get into my sons room. A little later the mother of the kids tried to get into the room. She was somewhat ugly with my son. A little later the father tried to get into the room. Apparently the front desk rented the room to someone around 8 AM. Later on we found out they had recorded our rooms as "no shows". If we would have not showed up they would have charged us for the rooms.

A few days after we stayed there we noticed a separate $200 charge on our credit card. We called and were told that the charge was the result of a missing lamp and phone from our room.

We spoke initially to a manager that was had no knowledge of the charge, but thought that it seemed odd and would call us back after talking to the manager that initiated the charge. We never heard anything back.

We called again, and this time happened to catch the manager that initiated the charge. She said that her hands were tied by company policy and that I would have to take it up with headquarters. She did say that they would review video tapes of the hallways to get to the bottom of it. Not sure why this wasn't done prior to charging my card.

I don't expect a call back at this point - we plan to initiate chargeback proceedings.

My job is to make travel arrangements for my boss. He left yesterday to drive to Colorado to speak at a conference. Back in April I made reservations at the Holiday Inn Express in Dumas, TX. When he arrived in Dumas last night, the hotel no longer existed! It has now become a Quality Inn. They had no reservations for him. He's booked at the same hotel for the return trip. I have all the confirmation information and when I called the guest relations department for HIE I was transferred several times and finally was put on hold indefinitely. One of the operators said that I should have received an email telling us of the change. However, I never received anything.

I requested a Smoking room in Layton, UT at the Holiday Inn Express. I arrived 8 and supposed to depart 14 August 2009. After my arrival I smoked in the room. The following day, 9 August, I got a letter from Holiday Inn management lettying me know that they would charge me $250 US if i smoked again. I call hotels.com back and asked to help me with this problem. They said there were not responsible for any of the situation (they were not helpful). Today the 10 of August Holiday Inn, Layton UT, kick me out of their hotel. I paid for the 2 days of my stay an they both Holiday Inn and Hotel.com left me without any other choice but to search for a place for myself. One of the major problems was that both the Agent from Hotel.com and one receptionist of Holiday Inn lied to me. I was told that the room was smoking room from the agent, Hotel.com and receptionist from Holiday Inn told me that non of the Hotels in UT had smoking rooms.

I made reservations for May 1st & 2nd through hotels.com and added April 30th at the last minute. HIE took my credit card # for incidentals then proceeded to charge me for the first 2 nights. I pointed out this was prepaid and they credited those 2 nights. Then when I left they tried to charge me for the last night. I did not have time to stop in to have this taken off, and I contacted hotels.com and they had HIE agree to take this off my credit card bill. This did not happen and when I received my bill both hotels.com 3 nights and HIE 1 night. I challenged this with my credit card co. and sent documentation but eventually the challenge was refused because I had actually received services, never mind I had been double charged for part of the bill. Now this charge will show up on my next bill with "fees and interest". That's where it stands now.

My car was broking into and all my things where gone and this is before i even checked in i ask the front deck where there security gaurd was and she told me that they do not have one. I called the police but there was nothing they could do. MAYBE they should care about there guest security.

I tried to ask several questions about the pool and they told me it was a chemical problem. They were rude and did not want to answer my questions. I told them how sorry I was that the pool was closed and that the outdoor pool was the reason I had booked this hotel.

The people that work at the front desk are very unconcerned about giving good service.

When I was in the workout room I was talking about this problem with another woman from Montana who was also complaining about this problem. She told me the outdoor pool was the only reason she had booked this hotel. She told me that the woman at the front desk was very rude and told her well you can go down to the Best Western or the Budget Inn.
This woman told me that this would be the last time she stays at this hotel. I also feel the same way.

I have seen two men working on the pool for a few minutes but not much.

I believe this outdoor pool has not been in use for quite sometime because of the weeds that are growing up through the cement. Also, there is not any pool furniture around the pool. It looks like it has been out of use for a very long time.

If this is in fact the case I believe that this is false advertising on behalf of this particular hotel. I also believe that when a call is made to book the hotel or to check on a reservation the hotel management should be forthcoming and let those who have made reservations know that the outdoor pool is not working and probably won't be working anytime soon.

I was staying in room 319 and left my Ipod Touch in my room and went out for the day. When I came back my room was clean and the Ipod was gone. I had though that my wife had already packed it up and she though that I had packed it up. Only to realize that neither one of us had packed it up, and we had no Ipod. After weeks of calling and dealing with James and Polly they finally tell me that it was my faught that it is gone and I just need to buy another one, they will do nothing about it. It's great to know that you give your money at a hotel and then they will take your things. Wow what a system.

I made a reservation on April 24th through Holiday Inns website for a 2 night reservation in July for the nights of July 10 and 11 for the State Dog show that is held at the Triple Crown Dog facility in Hutto, Texas. On may 6th we received notification from the State that Triple Crown was not going to accommodate the state show and that it was being moved to College Station, Texas on the same dates. We attempted to cancel our reservation on or about the 18th of May. We were told that we could not cancel even though it was 52 days until our reservation.

We explained that it was not our fault that the state changed the location, but they did not care. I attempted to cancel 2 more times to no avail. The manger advised that we could not cancel because it was an online reservation. I asked if we could receive a credit or have our reservation moved to College Station and she stated no. She explained that the Holiday Inn Expresss are privately owned and did not affiliate with Holiday Inn itself.

I asked to have the owner contact me and again I was told they cannot do that, I asked for his e mail and number and was denied. I have tried several times to get a contact for the owner to no avail. I have left my e mail and number to be forwarded to the owner but with no results. I have reservations that I cannot use and cant get any response from the owner. I dont think that I am being unreasonable and I have gone out of my way to settle this without outside intervention but it appears to be a one sided attempt at a compromise. I have contacted the BBB and the State Attorney Generals office. the internet special is the same price when you call on the phone so the only special is you can't cancel.

I booked a room online for what I thought was 1 night so me and my girlfriend could enjoy a nice weekend at Virginia Motorsports Park, in Petersburg, Va. We checked in no problem but didn't receive a copy of any check-in document. I didn't think anything of it as I don't book rooms very often. We get in the room and it stunk of smoke and massive amounts of air spray...so much so that I had to turn the ac on and open the door to air it out. The bathtub backed up with water up to our shins when we each took a shower.

A call to the front desk for help with this resulted in a woman answering the phone and stating she was the only one working and nothing could be done. At check out the next day I'm told I owe for the rest of the month. I was speechless since I thought I was booked for 1 night and stayed 1 night. The very rude and unhelpful lady at the front desk, T. Hawkins, said there was nothing she could do. I was charged $3200 on my credit card for a 1 night stay that should have cost $110.00. Ridiculous! Whether a mistake was made in the reservation on their part or mine, does it really matter? It's simply outrageous.

I have disputed the charge with my credit card and have just had to do it the second time as of today. Several calls to the hotel to speak with a manager have been futile. They will also not disclose the number for the owner. A woman by the name of T. Hawkins has represented herself as the manager, in person, yet on their website a man is named as the manager. When I called the hotel and asked to speak to the manager she said HE wasn't available.

What is the real truth? And why are they hiding it? It makes me think the people working there are running a scam. I have NEVER been late on a bill in my life. I pay my balances off every month. If this is not resolved my credit will be ruined because I can't afford $3200. Plain and simple.

On Oct. 27, 2005 while on vacation in North Carolina, I was surrounded by 8 men and robbed on the parking lot of the Holiday Inn Express that I was staying at. My wife was able to escape the attack only to go to the front desk and find no one there to help; she then tried the pay phone and it was "Out of Order". By the time I was able to call for help, the 8 criminals were all gone along with my $1,000.

They did have security cameras, but no one was monitoring them. If they had seen the incident, the police could have responded and saved me and my money. I have a copy of the tape and as it turns out, the criminals car would have been very easy to identify if someone had just told the police about the video at the time. I had to check the next day and ask them if they had a working camera. The tape quality is so poor, the police could not use it, but it does show part of the assault.

While I realize they certainly did not wish this to happen, I did expect a high level of security from their organization, especially since this occurred at 6 p.m. in perfectly clear weather in broad daylight. They were negligent in their security.

My eight year old daughter was injured walking around an indoor hot tub while we were on a weekend get away at the Holiday Inn Express, South Lake Tahoe. She slipped on the glazed tile floor and landed on her mouth. I had to take her to a Dentist and he did a great job of taking care of her.

When I returned from the dentist, I expressed my concerns regarding the lack of safety precautions taken in the hot tub area. The manager told me that no one ever slipped before and there's a sign posted. I tried to explain to her that this might be the first of many accidents if she didn't do anything. She told me she would pass this on to the Hotel Owner and he would get back to me. Before I checked out, I called the manager and asked if the owner was going to contact me. She told me that the owner is not liable because his insurance would not cover my daughter's medical expenses.

I was offended by her comments and asked to speak to the owner. She told me she would leave him a message. I asked about the Hotel's satisfaction promise of service and she told me that she wasn't responsible for my dissatisfaction of service because she tried to resolve this matter. Holiday Inn should not have individual owners.

My husband is a priority club member with Holiday Inn. We decided to book a trip to Williamsburg, Virginia. He received one night's free stay with earned bonus points, and one night on his military discount which was $99.00 for a double room. The second day of our stay I checked my bank account to see if our direct deposit went through and was puzzled to see that a $421.20 charge was on my debit account. I spoke to a bank representative and they told me it was from the Holiday Inn Express where we were staying.

My husband went down to inquire as to WHY $421.20 was charged to our account. It was a "hold" charge for the $99.00 room for one night. The front desk clerk assured us that the charge would be credited to our account when we checked out and we would only be liable for the 99.00, roll away bed and any other miscellenous charges. On the third day, when we checked out my husband again asked about the $421.20 charge. The clerk assured us that our account would be credited the same day, less the $130.45 room charge, so we went on our way, three kids in tow.

When I went to use my card, I was horrified to find out that my card was declined...immediately I called my bank, only to find out that the Holiday Inn Express had charged to my card $842.40 and and the room charge of $130.45...this took everything out of the only access we had to funds for our trip. This all happened on a Saturday, so we are unable to rectify anything until the following Monday. We are 300 miles from home, unable to access OUR money due to an incompetent mistake. Thank God we had friend close to where we were visiting.

With no satisfaction from the Hotel itself, my husband finally spoke with a rep from Holiday Inn Corporate. We were on the phone with her for more that 45 minutes, she tried hard to rectify the situation, however due to the fact it was Saturday could not arrange for the money to be credited back to my account until Monday. So her we sit on Saturday, our trip ruined, my bank account with zero balance and what was to be an enjoyable 4 day excursion...totally ruined by an the most absurd charge for a room I have ever encountered. You can bet that my husband will find another hotel chain to work with after 8 years of loyalty. The moral of this story, ask about the amount of a "hold charge" for your room, and DON'T use your debt card.

I have a laundry list of complaints about the Holiday Inn Express, McAlester OK. I had a long term stay as a result of a move. My company paid my moving expenses and I got reimbursed after the fact. I wanted to pay in 30-day increments because that is how I get reimbursed. I explained this to the staff and they said no problem. When I went to pay however I found out they had been charging my card without telling me.

I said how can you do that without informing me. They said they put a letter and a receipt under the door to my room. When I said I never received it, they said maybe we put it under the wrong door. I asked them if that meant they gave my credit card number to another guest and they didn't know. The manager was less than helpful, he avoided me at all costs.

The pool is filthy, they don't even turn the filter on. One Saturday night I counted 30 people elbow to elbow in the pool and the filter wasn't even on. The hot-tub is a gaping concrete hole in the ground next to the pool. It has been out of order for months so they drained it. Now it is just a 6 foot hole waiting for someone to fall in it. There is nothing to prevent kids from going near it. OHSA should investigate that.

The continental breakfast is never ready on time and I usually have to leave for work while they are setting it up. On weekends they run out of food if the hotel is full. One day the server even told my wife "I guess you should get up earlier". Our phone has gone out for a week at a time.

I made reservations at Rapid City, SD, over the internet for four nights stay starting on 8 August 2002. I contacted the hotel by phone on the 6th of August to cancel the first night only to find out they were not holding a room for us and there were no rooms available and there would not be any available until August 11. Even though I had a confirmation number they did not apologize for the inconvenience. I then told the desk clerk to cancel all of the nights and I told her I would take my chances when I arrived. I did not receive a cancellation number nor did I know I had to have one. We arrived at the hotel on the the 10th of August and checked-in without incident.

When I received my credit card statement, I had been charged for the 7th of August. When I called to see if the problem could be rectified, I was informed by the day manager (Jamie) that she could do nothing because I did not have a cancellation number. I have phone records to prove I made the call to the hotel on 6 August.

On Saturday, September 29, 2001 I was informed that an event planned for the following weekend at the 4300 East Washington Street, Phoenix, property was being pushed to a smaller room. Shocked, I asked how that was possible, when we had written documentation that it would be held in the ballroom. I was told in a sarcastic manner that Holiday Inn had the right to move us anywhere they wanted. I asked if that was legal. Dodie stated that she had checked with her legal department and was told it was legal. She went on to state that Holiday did not need to disclose to the client that they could bump you to another room, when signing their contract.

My husband asked if what she meant was that she deliberately deceived the client. Her response was that this was normal business practices for the hotel industry. We asked to get our money back and were very upset that a week before we were being pushed to a smaller room. She was very outspoken about how it was not her problem. She stated that she would return our security deposit and that was the best she could do under the circumstances. My brother and I went to four other hotels and were informed that legally they do need to disclose the information to us. That we should ask for them to pay for the invitations and the stamps since we had to move our event. When I spoke to the Regional Manager, he stated that he would need to get both sides of the story and he would try to get us our money back.