Holiday Inn Express Reviews

Around 6AM we got up due to full daylight in the room. Once again the front desk couldn't do any. But they gave us 10000 point for our bad experience. Sunday morning we left at 9AM. When we returned at 10PM there was a typed note stating due to a staff shortage, our room was not clean? But if we wanted clean towels just come to the front desk. All the people we talked to were friendly and showed remorse. Monday morning we again were awoken by the bright room. We got dressed and were out the door by 8am. This was the third time we stayed at this hotel. Needless to say, we will not be returning to this hotel again. Very disappointed. (No air, no blind, no refreshing of room on the 2nd day. All of this cost us $420.)

I told her that there were notes in my file from my history with them, and that I receive a reduced rate for my volume business, that this had been approved for years by Netta. But Andrea spoke poorly of Netta, said that maybe Netta wasn't here any more because she gave discounts, and advised me to call Sales for any discount. My experiences in the past were great, Netta and her entire staff were GREAT. Netta worked to keep the rooms full. But Andrea doesn't want me staying with Holiday Inn Express Jenks. So she will manage the empty rooms. I had a long-standing relationship with this hotel and was NEVER ONCE treated like this..BB

2nd thing was the manager of hotel called me, it means I have 24-48 hours to reply. 3rd thing was when I booked a hotel, I chose the option to pay now instead of paying later. After I booked, I got confirmation, I assumed that all my charges and my reservation were fine. So this is the manager 's faults, and the customer relations didn't care my reservation and my stays, they know that there was no rooms available at my booking price and they still tried to stay away the problem and show me to different hotel with higher prices without any help. I had to drive to different hotel and take care of my family stays at mid night with the higher prices. Is it fair for a customer having to pay for a mistake of a manager and the careless of those 3 customer relations? Please help me to solve this problem because the customer relations and a manager especially the system did screw up my stays. And I am gold elite member, I did stay at this hotel so many times but this time they screwed me up.

When I checked in, the clerk ran my credit card and I paid in full. The second clerk attempted to put through this additional charge without my knowledge and only reached out to me when the transaction was declined without my authorization, which I immediately added funds to so he could take my money. Now I am paying more than THREE times the quoted price. This was NOT my fault. He claims to have been hacked and that I got a rate that was not correct (how this is my fault is beyond me), and just took it upon himself to run my credit card without telling me. He then said, "You can leave now and I will refund the rest of your stay." "Well, sir, I work full-time, and can't just leave and check into another hotel at the last minute and pay an even higher price."

This is a terrible stress to put on someone when they are away from home at no fault of their own. He claims to have tried to call me a week earlier, but apparently decided not to leave a voicemail or even leave a message for me at the front desk upon my arrival, there is no incoming call from the hotel on 9/18/23 as stated. The breakfast is terrible to boot. Never again. Maybe Marriott is the way to go.

I've stayed with IHG over 48 nights in the last 3 months too. The desk clerk did not offer any other options and did not offer any "discounts" as he reports. He even threatened to send emails to my employer and other professional affiliates. I received a very heated email from a Manav ** who claims I slandered the owner, his father, when I inadvertently identified the desk clerk as his father. Do yourself a favor, avoid this property at all cost. I have colleagues who also commute and stay at IHG properties too and also had a terrible experience here. I will never set foot in this place again.

We were under the impression that the timeshare was an investment and that there would always be interested buyers. Unfortunately, attempts to sell or rent out the timeshare have been unsuccessful, with us further dumping more money into this timeshare that has only served as a money pit for us. The sales people assured us that we could transfer our points each year to an account that allowed us to use those points for hotel stays, albeit at a previously undisclosed additional fee. Holiday Inn's violation of our consumer rights, including failure to disclose our right to rescind the contract, and failing at basic contract procedures such as the disclosure of the Total Interest Percentage, finance charge and Truth in lending.

Furthermore, I do not understand how their lower end rooms are up to code to even be rented and how they can operate with those rooms as well as supposedly higher quality rooms. Before I bought it, they lured me in by putting me in a really nice room that was very clean. I’ve seen no evidence that those rooms are available for paying owners. There are annual fees in addition to the monthly payments and they did not tell me these fees would increase every single year. If I were to pass this on to my son, he’d be paying quadruple what I’m paying now, which is already higher than they were to start.

I also want to mention that I feel Holiday Inn is purposely implementing racist sales practices. This is horrifying to see as a consumer especially when their very own employees of color are put in the position to have to go along with it. I was specifically paired with a ** man at the first presentation and he kept using phrases like “sister” or “brother” and “our people” to relate to me while he told me lies about using it any time anywhere I wanted. I will never give Holiday Inn my business again after what I have had to put up with. They lie and steal from people trying to open up opportunities for their families.

I went to complain about it to the front desk. The lady, her name was Yvonne, stated that I booked the hotel through Expedia and not through Holiday Inn and I was their guest and they (Holiday Inn) were hosting me. I showed her the page on my phone that clearly said Holiday Inn Midway Airport. She reiterated I booked through Expedia and it was nothing they could do. AND, the people who were in our room called on us to say we had opened their door! Who is this unintelligent to give free access to two rooms without a key? Someone could have been SHOT and KILLED. Still, more spin. Your fault, not ours. I am then getting and angry, keep in mind we are grieving the death and burial of our mother. She shows ZERO (0) sensitivity. She could care less. It was our fault.

We never knew we were talking to a third party booker. We asked, "Could we speak to a manager." She stated she was not there, but she would tell us the same thing. By this time I am fully enraged and cursing (less than 24 hours after putting our Mother in the ground) that the experience was horrible! Please do not go to this hotel! In addition, there were charges put on our card because we were accused of using taking items from their pantry. My wife had to physically show her the items that were brought in BEFORE we came in. Apparently there is a sensor or something that goes off when you used the pantry. "Did Expedia do that?" I sarcastically asked.

The friendly conversation grew short and she gave me my keys. She told me which direction to go. As I started to turn my wife entered the lobby with my Service Dog. She had the nerve to say to her co-worker, in front of me, "look at this." I explained that it was my wife and my Service Dog. She clearly didn't believe me as she repeated back, "That's a Service Dog?" Yep. It is. She did not ask any of the legally allowable questions about what she does for me focusing instead on the dog's size. The dog was not barking and was walking in lockstep with my wife. She was wearing her Service Dog vest.

As soon as we got to our room, I noticed that it appeared that someone had attempted to break in to the room at some point in the past. The wood was chipped off right at the door lock. Then we noticed that the room smelled like tobacco smoke. One of the Keurig cups with coffee maker was already skewered open. It had not been used but it had clearly been punctured top and bottom. Above the Keurig was an architectural design. It was like a chimney with no outlet. It created strange echoes and held in every smell. This explained the tobacco scent when we came in except that it was a non-smoking hotel. The air conditioner filters were dirty. (We cleaned them so we could breathe better.)

The tub looked dirty. We soon found out that this was because the water in the bottom of the tub pooled instead of draining. It was slippery and slimy underneath. We were forced to wear water shoes in the shower...something I don't have to do at campsites! The sink was cracked. Even the soap at the sink is inconveniently all the way past the sink. And good luck finding the hand towel while you are standing at the sink. They are below the sink, at your knees. The hotel knew that four people were checking in to the 2 queen bed room. They had provided us with enough towels for 2 people. The breakfast that Holiday Inn Express prides themselves on was nothing special at this hotel.

Response from the owner. "Thank you for taking the time to give us your feedback; I am sorry you felt that our staff did not take well to your service dog. I did review the the cameras from your check in; it seemed the staff was very happy to see your dog, During review of the footage, I did time the conversations of General manager and desk agent with two of your party to about 12 min, followed by the 4 min of the admiring your service dog. After talking to our Gm and desk agent, they recall much of your conversation, about loving driving in NJ compared to MN and comparing driving in different city's such as LA, NY, MA, and how your service dog is a living crane to assist with mobility. We would have been more then happy to fix any of your issues with your room if they had been brought to our attention." Anthony **, Guest Relations Manager.

We slept in our clothes on top of the covers. My wife did not feel safe here. Bed was hard as stone. IHG offered 10k points as an apology (not enough for 1 night). I turned them down…Switching brands. Corporate responses to similar complaints are all the same and went back years, but nothing seems to have improved. Very disappointed in this brand.

I asked for access to phone so that I might call Holiday Inn 1800 to speak to someone in responsibility’s and that was denied. I asked for a card with the manager's name on it and a contact number for corporate complaints. She gruffly extended her arm in the direction of a card holder on the counter and exclaimed ‘there’. The card had his name but no 1800 number. With that she sang “have a nice day” as she turned her back.

At 4:40 pm we were given cards to room 410. In the room on the Holiday Inn scratch pad was a 1800 number. I called and after being on hold 20 minutes eventually spoke to a young woman who said she documented the above story. I reiterated that it was the delay I objected to, but the dismissive rudeness. She related, after a pause, that she called the inn and that a message would be given to the manager who would contact us first thing in the morning. No incidents number was given to me.

As we left at a bit before 10am I asked at the desk if I could speak to the manager. The young woman at the desk feigned to not know if he was in and got and walked into a nearby room, exited a few moments later and declared he was preparing for a conference call. The door slammed shut behind her. She offered no other time for us to talk. At 2 pm I called the 1800 number and opted for a call back when it suited Holiday Inn. A call back occurred at 2:30 but I was immediately placed on hold for another 15 minutes, and I gave up.

At 4pm I called again and eventually spoke to a young woman named Edwin. She said there was no record of my previous contact and I repeated the whole story again. She insisted that as I was still in the hotel the manager was obligated to deal with this. She assured me she would call the hotel and he would contact me. I informed her I was leaving in the morning. She said it was 3 pm and there was time. At that point it was actually 5 pm. I never received any call from the manager.

We got no assistance and decided to go to the emergency room. The median/island in the street outside demanded we travel miles in the opposite direction to make a U turn and come back. We were so frustrated trying to find the ER. I stopped and called 911 for directions. They said we were not far away and by then with pressure she had gotten the bleeding to stop. We were near a pharmacy, so we chose to go there for bandages and supplies. I trust the logical and responsible thing for the clerk to do would have been to call 911 and have her wait for help. They were helping with directions when we returned...but not before.

When we returned to the hotel, we were informed they would fill out an accident report which they did after we went to our room. I suggested that since my sister was quite distraught and disoriented, they could at least comp the room since they had done nothing else. The clerk was talking to management at the time. He asked my sister later for her ID to add to the report, then she asked, "How can you file a report? You were not present and do not know what happened." He went based upon what we stated. Since then, my sister has attempted to get some reaction from management as the clerk promised and absolutely no reply. Thus, she is contacting an attorney to pursue the matter. Others should know that the prices the hotel chain charges do not ensure good service.

Now, it's two weeks later, 3 days 'til the end of the month and I logged in to my home's leasing site to make a payment. Processed. Now I log into my bank and now sits two charges for two hotel rooms from Holiday Inn Express South Padre Texas. I call US Bank. Well, guess what, since those charges didn't process then, the provisional credit wasn't processed at that time. US Bank can't do anything. Nothing.

All they can do is "request" the case manager to process an expedited request that will be 24 hours AFTER the 1st since it's a holiday weekend and big fraud caseworkers don't work on the weekend, especially a holiday weekend. I thought I was doing a nice thing for this business but apparently, this business knew it was a fraudulent charge, was told it was fraudulent and not only let the thieves go but charged me two weeks later knowing it was a fraudulent charge. I called the hotel again today but the manager was not there so I could not find out why they processed this charge anyway. And US Bank, I'm closing my accounts. I can't believe a bank this large is unable to post a provisional credit for 10 business days.

There was no availability anywhere within miles. We missed our dinner reservation at Mandalay Bay because we were driving around in a panic trying to find lodging. We ended up driving to St. George, Utah that night arriving at 2:30 a.m. and then ended our trip early. A MUCH ANTICIPATED VACATION WAS RUINED, likely due to the greed of Holiday Inn Express and IHG Corporation. Buyer beware! This business lacks integrity.

The manager was pretty rude and instead being understanding and sympathetic to my situation of needing to get ready for my WEDDING and getting us a room cleaned ASAP, all she kept saying is that we could cancel the reservation and refund us and that she's only been working there a week. I told her that there was no disclaimer when I booked this room or warning that the early check in was not guaranteed, nor was there a phone call to me ever informing me that my early check-in could not be accommodated. She then asked if we wanted to wait until her staff could get a room cleaned and I told her I had no other option. She told me it would take no more than a half an hour.

My sister then arrived to also get ready for my wedding and started questioning the professionalism of the hotel and asking why a room was not held for this reservation. The manager responded that they couldn't deny a guest Thursday night for an early reservation, and our response was that they should not offer early check in if they can not fulfill it. I also said I intitally was going to book the room for Thursday night as well but since they offered the early check in, I did not. The manager slowly started stepping out from behind the counter towards my sister while telling her to stop yelling at her, when my sister was not yelling, as if she was about to do something physical.

We then went outside to wait for our room, during which we saw the girl that was supposed to be cleaning a room for us instead come outside for a cigarette and at 11:40 we were told the room was still not clean. The manager still just kept saying she could cancel our reservation. My sister started calling other hotels trying to find us another room. As soon as she did, at noon and an hour after we should have been in the room that we already reserved and paid for, I went to inform the manager that she could cancel our reservation, then she responds , "but your room is ready now." I will never give this company my money.

We had to move all of our bags that had been sitting in the lobby back to our car and drive to the new hotel and I was an hour behind schedule for my wedding. I got to my wedding just in time for the ceremony and was not able to to do any of the bridal party photos at my venue prior to the ceremony that I had planned on doing.

At the presentation, we told the staff that we were against purchasing a timeshare because of the maintenance fees, which they were quick to assure us was not something that this membership would have. When we mentioned that we could not make this type of purchase because we were in the process of buying a home, we were told that they would hold the paperwork until that was completed. Nothing they told us was true! We have been billed for maintenance fees, the loan could not be rolled into our home loan, and we are now stuck with this purchase! We have tried to contact Holiday Inn to resolve this but they refuse to help us.

Thursday March 11th I extended my room again with the same gentlemen from the other day. I got an immediate call back to the room phone from the manager. He informed me the rate had increased to $119 and wanted to confirm it was ok to charge and I agreed. Then the first thing I didn’t like was that he accused me of smoking (which I do not smoke at all, cigarettes, weed, vape, nothing) and he said the maid told him there was a smell from that hallway (no maid has ever been in my room) and he “assumed” it was me (SOCIAL PROFILING !!!!) and wanted to give a “gentle reminder” there’s no smoking allowed.

I checked my bank account to see they’ve went ahead n charged the card for the extension and seen there was a $200 charge. I immediately called the desk to see what the extra charges were. The manager said I owed a balance and he was going to charge an authorization to make sure I had enough money on my card.

This is where I begin to get upset. Mind you, I travel heavy for work. I’m on the road 3 weeks out of every month and travel to 2-3 cities every month and almost always book with Holiday Inn or any other IHG hotel because I usually never have any problems, let alone charge issues like this. I always only book for one day then extend my room everyday because I never know which day will be my last day working and it’s time for me to leave again so to prevent overpaying for a hotel and being restricted to a committed amount of days I only book for one night then extend daily for about 1-2 weeks. I am in the Bay Area every month so I would’ve been a regular repetitive customer had this issue never happened.

I go downstairs to the front desk to show him my bank statements which he didn’t even bother to look at. The other gentlemen was sitting there but I never spoke to him at all. The entire conversation was between me and the general manager (Josh is his name I think- he said I cussed out him and the gentlemen which is a lie because 1. Never spoke to the other agent at all during this whole situation only the manager. 2. Didn’t cuss him out at all but I was indeed very firmly upset but no disrespectful name calling or anything). I’m upset because he is saying I had a balance and owed money so they charged my card for the days I had been staying there trying to say I had never paid for those nights. HOW WAS I STILL THERE THEN AND WHAT WERE ALL THE PAYMENTS I HAD GIVEN EVERYDAY WHEN I EXTENDED????

It doesn’t make any sense and if I wasn’t understanding he was not helping me understand, only speaking to me like I was a child saying “Well that’s how this hotel works. That’s our policy,” and “Since you only want to extend it per day instead of several days and our hotel is getting full, we went ahead and authorized your card to make sure you have enough money on the card."

Still doesn’t make any sense. Out of the idk how many hotels I’ve been at in the last 4 months, let alone my whole life, have I ever heard of a hotel doing this. I don’t understand WHY a hotel would voluntarily choose to just charge my card some more for extra unnecessary authorizations, after I had already been paying my daily rate and deposit every single day I was there. There is NO REASON for any other excess charges PERIOD if I have already paid the rate and deposit everyday. I checked out the next day due to the manager lack of interest to help get to the bottom of the problem and help me understand why there are extra charges on my card after the fact I already paid for the room and deposit.

The next evening after I checked out, I went back to my regular holiday inn location in Burlingame where I have NEVER had any issues with charges or any staff. I stay here every month for no less than a week at a time. I look back on my account where now I see a charge of $340!! I call San Jose and spoke with Josh again and again immediately got upset with the way he handled things.

I am a very very upset loyal customer. I have every right to be upset and was speaking very firmly with him on how and why I was so upset. Josh had zero signs of wanting to help and instead continued to say “you will respect me when I’m talking to you” again like I’m a child and he’s a father (POWER TRIP !!!). Never have I had a manager I’m complaining to tell me he’s basically demanding respect from me in a situation like this. I’m completely baffled and appalled at his nonchalant inappropriate behavior.

He proceeded to talk over me and get upset when I told him he needs to listen to me so I can tell him why I’m upset so he can better understand where I’m coming from and my understanding of MY DEBIT CARD BEING OVERLY CHARGED so he as a manager can do what he can to fix it. Instead he is pointing the finger playing the victim. He asked for my email to send me the folio of charges and upon looking at it what I am understanding is the $340 is the total for all the days I stayed there then he decided to charge me all over again for AFTER I ALREADY PAID IT!!!

Also several days later I noticed all but 1 days of deposits was released back to my card. I called the hotel to ask about the charge and the lady informed me that I was charged $50 in damages. She said there was no note as to why. I can assure you and I would if I could, have any previous hotels vouch, I have NEVER had any damages charges in my rooms when I commute for work. I strongly believe this manager was being childish and petty and decided to charge me because he didn’t like how upset I was- which is an illegal charge!!

I still checked in with my family. I am a traveling nurse and was suppose to be in California for three days. Next morning I asked for the manager and he came out, told him my story and the young lady next to him looked at me and said she was the person I spoke to on Friday. She stood there, lied to my face and the manager saying I gave her an attitude. Which this was not true. I looked at both and told them I was not going to go back and forth with this and that I would call customer relations which I did.

The room we got was horrible. The smell of alcohol and marijuana was so strong. The showerhead did not work. The towels were so nasty off white. The sheets on the bed did not look white like usual and the lobby was dirty. When I say dirty I meant dirty! Debris from outside was in the lobby, napkins and dried leaves. I did not complain that night because I refused for my weekend to be wasted on negatively vibes, the next day we checked out. We have used this stay for the past three years. I will never stay here again and absolutely never recommend it.