Holiday Inn Express Reviews

After mediation through Wells Fargo, they have refused to budge, even though they would have lost nothing on the deal because there was plenty of time for future reservations after the 24 hour cancellation, saying it was their policy on that type of reservation to allow no cancellations. Given that $351.40 was involved, it was expensive for us. The chain obviously has no concept of customer relations or helpfulness and the attitude of the chain borders on fraud. We will never use this chain again even though we had Club membership.

We got back to the hotel separately so it wasn't until this morning that I see my grandmother and aunt and find out there was no duvet or pillow brought to the room for them so my aunt had to sleep on a sofa with no pillow and only a 10 inch wide bed runner for warmth. They didn't want to have to walk back to reception and didn't know the number to call down so they just went to bed. This morning I looked at the sofa and found it was in fact a sofa bed and could of been used! When we checked out I complained to the lady on reception and she called a manager which turned out to be the girl who had checked us in. I explained to her what had happened and she was extremely rude to me and my grandmother and was more interested in calling me a liar over booking a twin room.

I clearly and calmly told this-so called manager that the wrong room being booked was not the issue. My great aunt being left with no pillow or duvet was what I had a problem with. Especially since it was her I had asked for the items! The manager was argumentative and rude so I just took her name and left. On our way home I was furious so I emailed the Holiday Inn Customer services and am waiting to hear back from them. I'll never use Holiday Inn again!

The clerk pulled up my reservation, and to my shock the bill was over 900.00!! The clerk that checked me in didn't bother to tell me that the total cost was 175.00 PER NIGHT!!! I couldn't stay and didn't have enough to settle because they charged for the ENTIRE DURATION of booking whether I stayed or not!! What's more, they charged me on a moving scale, weekdays were around 100.00 per night and weekends were over 200.00!!!. Nowhere near what the clerk told me at the initial booking! (That's why she didn't want me to see the bill initially). So I left to try to figure out what to do about what I owed. A day or so later I was called by someone in accounts for the hotel, (a young lady) who began to tongue lash and badger and disrespect me for the whole dilemma.

I wrote a letter of apology to the Hotel manager explaining the whole progression of events, and my plans to settle, but because I was led to believe one thing (in a tired state from traveling) when it was altogether a different story on the bill. I was misled, and taken advantage of and out of fairness I stated that I would settle only for the nights I physically occupied the room. Then on top of all that, they put a forced debit attach on my card (without my knowledge or permission) which my card now has a negative balance for the whole charge amount. So each time I put money in the account it automatically goes to them!! (so far 100.00) I still have to settle with them, but only for the nights spent in their establishment. What people won't do nowadays for a dollar.

When I called the hotel directly, the manager would not even speak to me or return my phone call. So I called Corporate office and was told by a supervisor that they support the hotel management in their decision. I asked how can you even support the manager when he/she won't even answer or return my calls and she rudely asked if there was anything else she could answer for me and if not, she was busy and had other things to do. Not only is this hotel unaccommodating, but their customer service sucks! I will pursue this issue until I get my refund. I do not back down and will not start now!

I called Holiday Inn to complain about the pending charge on my card, the person stated they would call my bank to have charges dropped, but didn't do this as they never even asked for the number to the credit union. I understand this Holiday Inn was under construction, but the place was filthy. The room was not very clean, we had to sleep on blankets we had brought. The staff are all very young people and not very caring or polite. What a way to run a business... Dissatisfied customer.

I wrote a great report about the Holiday Inn Express in college until I worked there. I got bruises on both my arms from the washing machines and I will never work for them again. They treated me horrible and expected me to touch dirty laundry because of shortage of gloves. It's unsanitary and I will never ever work for them again. Two employees was rude to me over sheets and I tried to explain to manager and he kept saying that Sunday is my day to see if I can handle the job but that wasn't the problem, the woman training me kept walking the halls and leaving me when it was time to fold millions of clothes. The training was horrible and needs new employees and managers that know how to be a team within the job. I cried and went to the main manager but I don't think he knew how bad I was treated.

Later in the week noticed an additional $150 charged from my account. Called them, and was informed not only was I smoking in the room but that 7, yes 7, other customers complained about smoke coming from the room. They claim managers and engineers walked the floor and confirmed smoke coming from the room. Funny how, a non-smoker can create such a stir esp. considering I was in the room for a total of 8 hrs.

Here's where it's sketchy. My only option to leave a voicemail for the Asst. manager and absolutely no word when she may be in (if she exists) or when to expect the call back. I try to ask for a record of the times the complaints happened, can't give me an answer. Try to ask for a receipt for the night, can't give it to me. So, they have essentially dipped into my bank acct. and snatched $150 with nothing to show for it. PLEASE do not let these people do the same to you. They appear to be taking this money from me and looking me right in the eye while doing it. It's sad that this can happen and that they treat their customers this way.

I was stepping off the shuttle to walk across the street to the pick-up area and call the front desk to request a shuttle. The front office clerk that gave me the card to call, questioned me over and over about where I was exactly and if I was not standing exactly where I needed to be, I needed to call back! I explained to her that I just stepped off the shuttle and was walking to the spot and wanted to call since it would be 10-15 minutes for the pick-up. She was being extremely unreasonable on the call and held her position.

I waited and waited watching others shuttles go pass up to 3x. I called and asked where the shuttle was and this time it was a different person on the phone. She apologized and said she did not have any knowledge of my call and would contact the shuttle. I called back again after another 10-15 minutes, and this time it was the first clerk on the call again acting as if she had not talked to me before or at the hotel.

After I sat there for 45 minutes, the shuttle came driving by and if I had not jumped up and went out into the lane, it would have driven pass. Thank goodness there was not another shuttle parked next to the curb otherwise I would have easily missed it. It was cold standing there for 45 minutes and I did not appreciate the games these girls were playing on the phone.

When I arrived back at the hotel they were laughing as I walked up to the desk. I asked if they thought the phone calls were funny and both stated they had no idea what I was talking about... Their tone and mannerism told another story. It evolved into an argument and I asked to speak to management and was told there is no management on duty and could contact someone on Monday. The main front office clerk made remarks of needed to leave before she did something as I asked for the contact information for the GM and/or management.

I went to my room and was drafting an email to management and received a call from the front desk stating I had a visitor. IT WAS THE POLICE. This girl called the police to have me removed. The officers came up to my room and stepped inside to speak to me. The officer stated that call depicted me as half ass crazy etc and only reason why the police would have come. Based on what she reported, 4 police officers showed up. The officer apologized since there was NO MANAGEMENT ON DUTY, I had to leave. The officer was kind enough to give me a ride to another hotel and made sure I was checked in and secure. This was so surreal it's still hard to believe I was treated like this by two young girls unsupervised at this hotel. Management still has not contacted me.

On top of this the iron on the room ruined 2 of my tops because someone had scorched something prior and it had not been cleaned and transferred to my tops. After complaint to customer service they replaced the iron and told me they would credit back $40.00 to my account for the cost of the two tops. So far they have not done this only added another $94.00 charge. Crooks is putting it mildly for a no explanation unauthorized charge. I will never use this chain hotel again.

Holiday Inn Express is scamming people with their tricky online booking system. It stated “view rate details” in the fine, little print and you need to click on the link to see the content. I think that is a very misleading site and they do not clearly mark “Advanced Payment” which is Non-Refundable. The cancellation policy is fraud and unfair, they don't adequately disclose those terms in advance. For most hotels, when you reserve a hotel room and cancel before the date of arrival, you will get full refund. Here, it is not the case. I even canceled it within 24 hours booked online and two weeks in advance of the planned arrival date. It is a scam; it is making a killing by keeping the money or receiving twice as much for cancelled rooms and renting them to someone else. Holiday Inn Express has lost all integrity. It should be reviewed by the Better Business Bureau and Consumer Affairs pertaining to their thieving practices of ripping off their customers.

When I got back to the hotel, my daughter was in tears and the police were at the room. I asked them to charge another day to my card. The clerk lied and said the card was declined. I contacted my credit card company. They said my card had not been declined and I had in excess of $2000.00 in available credit. We remained calm and composed throughout this ordeal. Without provocation or justification, the manager had the police watch us pack and escort us from the hotel. They threatened to arrest us if we did not hurry up and get our things out of the room. I paid my bill in full before leaving the hotel with my credit card. There was no problem processing the charge. My bill for the days I stayed at the hotel was more than $600. I later contacted the hotel's guest services department to report the abusive treatment we received. The company did not respond to my complaint.

I was standing and waiting for last 3 hours and left for airport because I decide to sleep there, only it's very painful experience with me and I pray to god that this should not happen to any other people. "You never get mad, this people make you mad and push others to make you crime or make mistakes so that they can pull more money from you, sad, very sad." I STRONGLY SUGGEST THAT HOLIDAY INN SHOULD LEARN SOMETHING FROM (LA QUINTA) HOTEL.

I would highly recommend that traveler business or pleasure steer very clear of holiday inns and holiday inn express hotels. When I called the customer care person she gave the song and dance that the hotels are privately owned and operated and they have no control over their policies. No assistance at all except to tell me I screwed up and booked at rate saver. A day later I booked the hampton inn in san jose for a lower rate than I got from the holiday inn express "saver rate". What a bunch of crooks. I have pulled the entire chain from my company's approved hotels at all locations so this little pissant "hotel manager" will lose approx 20 nights stay a year because he is greedy. Don't stay there is my humble advise.

Greed was more important than customer service. I don't know why I believed they were in the business of for the greater good and that's why so many of us utilized this hotel. Now I see them as greed, I spent hours of lost sleep trying to straighten this out with guest and relation services. They acknowledged their mistake but refused to fix it. I call that cooperate business - not giving a heck of what people think as they take the money of decent people and sell them fake smiles and kindness.

I did return to my room around 10 P.M. - I went to my room, and utilizing my cell phone, I turned on Pandora which is on my phone. I left my room at approximately 1:00 A.M. to get some water. I was stopped by Jessica ** (I believe that is her name), she asked me what was I looking for, and I informed her I was looking for the vending area to get bottled water; she then informed me that I would have to get that from the front desk. She then, and very much to my surprise, stated that I needed to gather my belongings and leave the premises.

I asked her why, she then said that my music was too loud, responding back to her initial complaint, I informed her that (1), it was my cell phone; (2), that I was not aware that my music was loud and was bothering anyone in my surrounding area; and finally (3), I never received any warning that my music may have been problematic nor was I given the opportunity to ONLY TURN IT DOWN. The manner in which Jessica ** approached me was very unprofessional and in addition to this, there were other people in the lobby which was very embarrassing for me; especially when she stated that she was going to call the police to have me removed from the premises. Again, I never received any type of notification that my music, from my cell phone, was any type of issue.

Jessica ** did, in fact, call the police, and they were just as unprofessional as she. When they arrived approximately 1:00 A.M. 1:30 A.M., which was only a brief moment upon returning to my room from seeking water, further having me to believe she had already notified the authorities even before our chance encounter speaking about the water, we were ordered off of the Holiday Inn premises. Again the amount of time to gather my belongings was very brief so I unintentionally left some articles behind (shoes, credit card, and cash).

I awakened at 7 A.M. Sunday morning, 02/15/2015 at which time I called to file a complaint, at which time, I was informed AND IN TOTAL SHOCK, that I was being charged for smoking in the room (of which neither my mate, nor myself smoke), and that rose petals, were in the room. I returned to the hotel to pick up the items that were left in the room; my shoes were at the front desk (not sure who went into the room to get them), my credit card was still in the room on the night stand, and $250.00 was missing. Strange, that the staff was not able to tell me who went into the room that night/early morning to retrieve my shoes and bring them to the front desk. I'm very disappointed in the treatment I received and would like a full refund.

I would NEVER cancel or not show for anything that I commit to. I called the 800 number, they said I had to call the hotel directly. I called the hotel directly and was told to leave a voice message for the reservation manager. She did call me back and was very nice, but she explained that she could not refund my money because it was a non-refundable reservation. I then emailed the consumer complaint department only to get a blib blab email back basically telling me there were no refunds allowed. Well, I am done with Holiday Inn. My husband is also done with Holiday Inn. He travels more than I and stays at Holiday Inns just to gather points for me, many times a year. NO MORE and I will make sure that I tell everyone I know. We, the traveling consumer, is at the mercy of all of the travel industry businesses. It is unfair. Something should be done about this. That's my story and I will share it wherever I can.

After speaking to customer service at Intercontinental Hotels Group (IHG.com, where I made the reservation) I was told that my agreement was with the local hotel that was holding the reservation (and my money) and that they could not refund my money. They told me to call the hotel. The hotels general manager, Mr. Dipesh ** told me that he has had this complaint often, and has argued this dispute with many customers, especially military soldiers and their families. He refused to refund my money.

While tricking people into making non-refundable reservations on their fancy website may be legal, it is certainly unethical. I would NEVER be willing to make a non-refundable reservation and pay in full in advance with my personal credit card for a government business trip. I also think it is unethical for the business to collect taxes for a canceled reservation. I have filed a complaint with the BBB. I would like the business to refund $508.50 charged to my credit card, in advance, against my knowledge, will or intent.

Hotels.com said it was Holiday inns policy and Holiday inn said it was Hotels.com policy. At Hotels.com any complaints get sent to a call center where you do not get to speak with anyone you can understand easily at Hotels.com but said they called the manager ** and he pointed the fingers elsewhere. I used to stay at Holiday Inn about 30-50 nights a year when I worked in outside sales and this is my first experience (and last) with hotels.com. I highly recommend you use a different booking site and choose anywhere else, even if it cost you a little more, than the Holiday Inn Chelsea in Manhattan. I will never be using either ever again

And one day I ordered a pizza from the room service and it was very bad I can't eat it. We stay 5 days, the bed cover changed only one time in 5 days and it was after we ask the reception that we need to change it. So the conclusion it was the worst hotel I have seen especially I was so many times in other Holiday Inn like Holiday Inn Egypt and it was a great experience but this time in Ijmuiden Netherlands it was really horrible. I am waiting a reply from you.

We checked in to a different hotel called ASHTON INN down the road. We called Holiday inn & Priceline the following day & they said we would have a return call in 2 business days. No one ever called us back & it has been 4 bus. days since our call. We believe we should be reimbursed our funds due to the unsanitary conditions and the fact that we did not stay for our entire reservation. Upon entrance to the hotel there is a musky stench. This hotel has been around a long time. Whoever took over management has no sense of pride. There are no updates, no clean carpets, windows & doors were horrid with built-up residue & even the elevator & lobby had an odor and uncleanliness due to dirty floors & walls. The employees obviously do not care about their jobs much less the clients. I would not take your family here and by no means even think to eat at the hotel restaurant.

"Thank you for your email. The charges were not for accommodation as you were staying on your rewards nights. The charges were for all the linen that was damaged. I have attached the pictures for you to view. The housekeepers upon cleaning the rooms have to notify management if any of the linen in the rooms gets damaged and we then take pictures to verify the damage. There were marks on the linen made with color markers and as we could not use the linen again, we had to therefore charge you for them. Please feel free to contact us if you need any further information."

I did not notice the damages before leaving the hotel room, but honestly, I found a marker pen on the 4 years old kid. I accept that there is a very strong chance that my kid made the damages.

The hotel never notified me. It has been a month since we left the room. I just saw the charge today (although they made the charge the same day I left). I have emailed the hotel manager several times and he does not answer any more. I requested him to send me details of what was damaged and why the charges were so high and I just get silence. The bed linen that my kid supposedly damaged is sold at $54.99 over the web (advertised as "the very same linen used by Holiday Inn Express). So, $261.97 USD for replacing is insane.

I emailed customer service at IHG (the parent company of Holiday Inn Express) and they only say that the charge was transparent and valid. How can it be transparent when I am not being provided with any documentation about it, and when they just put the charge in without notifying me?

I asked her if she was the owner and she said no. I then asked her for the Owner's name and she said she was not able to give that to me (all of a sudden she understood everything I was saying). I said, "Fine I will get the name of the owner & will document to Holiday Inn Express Corporate Headquarters your lack of cooperation." Initially after having repeated about 4 times that I had been billed over a $1,000 even though the bill had been paid by my company she said that it would take 72 hours. I then told her that I was not going to pay the bill until it was credited and Holiday Inn Express would have to pay the interest due, then she changed the story and said she did not know exactly how long it would take.

Interesting to note that there was a Justin Timberlake concert across the street that same evening, so this so called "General Manager" individual had little concern of re-renting my room at a higher price. The hotel had zero compassion and concern for a tired traveler, under circumstances that could prove dangerous to an elderly person in a foreign city, late on a Saturday afternoon with no accommodations available. I have stayed at many hotels and have never had such an experience. I intend to seek legal redress against these people, and ask any and all who wish to join me in a class action lawsuit against this group.

Now for the CONs, Room 233's (a handicapped accessible 1 of 2 we were told) window overviews the entrance sidewalk so we became accustomed to waving at new arrivals, the precocious young man who pressed his nose right up against the glass. We then resigned to live without the limited daylight. We had NO alternative but stay with the curtains drawn. Went for a swim and upon exiting after the swim, almost took a header in the foyer since there was not any type of carpeting on the tile floor, yet at every other door that opened to outside there was. Not even going to discuss exactly what channels on the TV you get. Room 233 was directly across from the service staff supply room (I imagine) for every morning, early in the morning we were awaken by the constant slamming of its door, for hours.

Still I am rather calm and not voicing my displeasure UNTIL the morning of departure. For whatever reason, someone decided that their diesel/heating furnace oil needed to be delivered. At 7:30am, I was awakened by a strong odor which began to intensify as my wife also notice the odor as we both became violently ill, myself more so than my wife and quickly exited the room. While I was vomiting, my wife called the front desk. Eventually, a young lady appeared and was bewildered but did say she would try to find someone since NO one was in yet.

As eventually a manager showed up, he graciously called EMS upon our request. After being checked out, it was determined that we were suffering from hydro-carbon fumes since the oil fill cap is directly adjacent to the fresh air intake of the AC. We attempted to find someone in a managerial position prior to leaving to discuss our bill, however we could not. We have NEVER been so overcome with such an illness lasting all day, making our drive most difficult. Our first attempt to stay at HIE Suites may most likely be our LAST. Although we do have other reservations at others and to be fair, we will see if this was just a slew of unfortunate occurrences.

The other room was #122 and no one at the Holiday Inn Express could tell me who was staying in this extra room I supposedly booked (which I did not). The person I was talking to at the Jonesboro Holiday Inn Express was totally unconcerned about my plight with this erroneous reservation fiasco and refused to do anything about it - only saying I booked it - which I Know was completely impossible. My wife even confirmed we had only the one room booked. Now that I have seen the complaint file logged against this firm, I now know I and my wife (2 Senior Citizens attending their Grandson's Wedding) received a Royal Screwing from Holiday Inn Express - and from what I read our money for that extra room we did not make reservations for is gone.

This Company should be reviewed by the Better Business Bureau and Consumer Affairs pertaining to their thieving practices of ripping off their customers. We will NEVER give this THIEVING establishment our business again and we will make sure anyone else who we know that has to travel avoid this Hotel Chain completely!! Also, the bathroom had dead small roaches near the bathtub - Very Unsanitary!

Actually I need it to stay one more day but I was told by the manager on coming back this morning from 5 o'clock when I left with one of my pekingese that has a heart murmur that I bet he had problems and that he had to refund money from some people because my other two dogs were barking and he also told me that I wasn't allowed to stay here anymore. I have given them over 1800 dollars - there's been no problems. I keep my room neat and orderly and my dogs are trained to urinate on washable p-pads. I am very disgusted this at this time and I would appreciate a call back.

When my granddaughter attempted to check in, she was told she had to be 21 years old, and that she also needed a copy of both front and back of my ID. She had my credit card, and a copy of the front of my Drivers lic, and the completed "Letter of Authorization form" which only stated copy of ID. The front desk refused to check her in. So she went down the road to another hotel that would allow her to check-in. BUT GUESS WHAT, Holiday Inn had already put a pending charge of $550 on my credit card, causing the card to be declined at the second hotel. A family member had to drive down to Galveston with a second card and checked them in.

Holiday Inn charged my card but refused to provide a service. Yes, the charge is pending, but it still ties up available credit. Bottom line, they took the money first and then decide not to provide service, that should be illegal.

SO, on Sunday afternoon late, I call AGAIN to make sure they knew Bret and Kendra ** would be there after 6PM. AND again... same story. We did the QUICK check out so I didn't go to the front desk when we checked out. Dennis checked our bill last night and we have a whopping... $900+ bill for two rooms, two queen beds, two nights! The room was nice, certainly nicer than the hotel we HAD to settle for 2 years ago in Midland when my mother-in-law passed away. Dennis called this hotel today and guess what... Sunday night was over $325.00 PER ROOM. Midland... Price gouging is one thing but taking advantage of others in their time of need is below the LOWEST! I am going to write a lot of letters. And Dennis told the lady on the phone who would NOT credit our account to the price we were told, "My wife is going to call you back, I am sure!" SO, I dislike this hotel!!!!

Looking at that bill, it showed my name and address, and again my credit card. The hotel admitted that they didn't know who was in room 315. They said they would straighten it out but when I returned home I looked at my credit card online and saw two charges for the room. I contacted Holiday Inn Express Guest Relations who apologized and said they would credit me with one night's stay. But, now there is still a charge for the room (they evidently removed only one of the two charges). This hotel staff is totally incompetent, and I might add apathetic. Don't stay here.

My husband went upstairs to see what was going on and said there were about 10 room doors open, tvs blaring and workers attending to plumbing. It did not look that anything was going to change anytime soon. Someone came and shoved the bill under our door. By this time, it was approximately 3 am. We packed up our stuff, only the dead could have gone back to sleep with that racket going on. I went to the desk and asked for my money back. I said that I contracted with them for a night's sleep in one of their rooms and that they had not provided that service. Desk clerk replied that nothing had been posted to my Visa. I said I have the bill right here.

He did something on the computer (took a long time) and printed off a 0 balance and said, "There." I said, "Don't you require my visa to reverse the charges?" He said, "No, it will not have been posted and here is your paper." We got on the road at 3 am. Unbelievable. I made a complaint to their customer service and got a letter back that they were sorry; however, I had been advised that they were doing renovations. I emailed back and said that we were advised that it would not affect us and that she had not read my complaint correctly to please pass it on to her supervisor. Also, when I went into my accounts today I noticed that the bill was charged to my visa account and not credited at all. I am very very angry.

When we called the front desk, they told us, "I guess we will have to change your room." (ya think!) NOT once did they ask if we were okay, or did we need medical attention and HE DID! But because it was a horrible night already, he bandaged his arm up and put a Band Aid on my foot. We were directed to a different room. This room was bigger than the closet they placed us in, still NOT clean. We only had one night left and other hotels in the area were booked (We tried to call all over the place!). Finally we were leaving and the girl at the front desk said to my fiance, "So can I see your arm?" and laughed! I was outraged! I said to her, "Yes after we go to the hospital and get him stitches because it would not stop bleeding throughout the night."

After leaving there, I called the hotel to speak with the General Manager (who doesn't work on weekends so I had to wait until Monday). I told him what happened, even said that we picked this hotel because of IHG and because it said it had a hot tub (by the way, it was broken for over a week, when I called before making the reservation, they told me YES we have one, did not mention that it was broken!) Christopher ** said to me, "I am so sorry, what can I do to make things okay?" I told him I would like to be reimbursed my night's stay and have an extra night placed onto my rewards card. He told me "NOT A PROBLEM".

He asked if I was going to pursue legally, and I said, "NO, As long as you reimburse me and do an extra night, we will let this go." He told me that would be fine. Also told me that his insurance company had to come to take pictures, and asked a bunch of questions that insinuated that I DID SOMETHING to make the mirror fall! ALL I DID WAS SHUT IT!! I left that alone because I figured, he is giving me back my points, and an extra night that equals a total of 60,000 points.

Now it is December, I am getting married and we are going away, I looked at my points and to my surprise, he did NOT place the entire points on my card. He only put for one night. When I called him and asked why he didn't do as he said, He LAUGHED AT ME and said, "Did you really think that I would give you both nights AND a free one?" I said, "Yes, that is what we agreed to so I would not sue your hotel." He said, "I will add one more night but that is it, you're crazy lady!" I again was outraged! How dare he speak to me like that! AND he is the general manager! I told him I would not speak to him and how dare he insult me by laughing.

I was hurt, my fiance was hurt and now because of HIS lies and attitude we are going to sue. I had no intention of doing this and wanted to put this behind us but I do not like to be lied to and do not like to be laughed at like I am a child. The dirty rooms to the nasty staff and the General Manager being a total jerk. I have pictures of what happened and glad I took them because I had a feeling we were going to have to sue them. Now I have an attorney and she advised me to try one more time to reach out to him to see if he will stick by his word, and I am having my fiance do it because I cannot deal with such disrespectful people. I told him I work closely with the BBB and Consumer Affairs and I will tell everyone how horrible that place was. He told me "I DON'T CARE, DO WHATEVER YOU WANT". So I am... Here are the pictures of the place and I have already filed with BBB and have an attorney ready to go when I say go.

I was put on hold and they called the hotel directly for me. The hotel manager, Jamesh, refused to let Expedia refund my money. Therefore, Expedia told me that they couldn't because of his answer--basically it's up to him. So I called him directly and he was argumentative and told me that Expedia was "SLICK". So I asked him why he couldn't give me my refund. Again, he refused. I told him that I felt that he was the slick one now. I visit Solvang frequently, but I will never go to that hotel again. He was very rude.

I called Expedia who stated that the code was correct, proven by my email confirmation stating a king. Expedia called the hotel and told me that the manager was now saying (suddenly) that there were no king rooms available. This was a surprise since no one mentioned that to me. Expedia repeated that the code sent was correct and I should have received the appropriate room. The rude attitude and lack of assistance ruined my short vacation. Upon checking out, I was asked if everything was okay and I calmly explained that I didn't get the king bed. This clerk told me that the guarantee from Expedia doesn't really guarantee anything because I made the mistake of using a 3rd party. I was flabbergasted that a second person was making me feel like a second class citizen for using Expedia. The clerk reiterated that I should have booked directly. I stated my case but the clerk interrupted me and said, "I am done with this conversation." I replied loudly, "I am done with this hotel and chain!"

I stay in hotels over 200 nights per year and use cancellation frequently when I need to change my plans. I have NEVER been charged the full amount for a reservation prior to the stay, even at Holiday Inn Express locations. Holiday Inn has REFUSED to refund the over $800 claiming I got a "special rate" and was therefore liable for the full amount at the time the reservation was made. Be cautious, consumers; hotels are getting into the gouging business just like the airlines and car rental services.

I'm appealing to my credit card company, American Express, and if they do nothing, I'll cancel that card and you can bet I'm NEVER staying in anything associated with Holiday Inn.

As stated earlier, my family resides in Maryland and we do not have nor have ever had a telephone number or numbers beginning with the area code of 704. The staff member on the phone was unable to tell me the exact date we stayed, when we checked out nor any real information. He stated we needed to call the manager back the next morning for details pertaining to the charges. I am absolutely appalled by this. During our visit to the hotel, we barely even stayed in the hotel room because we were basically running around trying to prepare for this wedding that my husband, myself and two younger children were in. No one ever attempted to contact us because they never had our correct telephone number, which is very odd because you must provide your contact information. Our numbers have been the same for several years.

If the room was trashed, why weren't we charged right then or there or days after we left? Long story short, the room that my family stayed in was never trashed. The Holiday Inn at Rock Hill charged our account the correct amount of money upon our checkout, but now six months later decided to charge our account for damages incurred by someone else in a different room. This for one is not fair and certainly not illegal. My family will not pay for damages incurred by someone else and it is not right to make us do so because you still have our account information. We have not been contacted by the front desk manager, who also turns out to be the acting general manager. We have called several times and was told he would be in from 7-3, next 11AM, then on route, then 12PM, then on his way to class, to after 1PM. Really!

When we were finally in contact with the manager, he was extremely rude and condescending. He admitted that he charged our account because he was unable to obtain the funds from the actual person who incurred the damages. We contacted IHG several times and we were basically told that there was no one who could assist us. This is one of the worst experiences of my life.

To top all of this off, rooms were not ready by 3 (check-in time!), thus ruining our rehearsal dinner. Some of the wedding party, guests and the preacher were late to the rehearsal because they were waiting for rooms. This pushed back our dinner, which ended with us eating cold food. Also, they lost the preacher's reservation, which we paid for. Therefore, the preacher had to put the room on his card just to check-in. How embarrassing! Overall, my guests reported that hotel staff were rude and inconsiderate and did not apologize for the delays. The manager simply said, "We were full last night. Rooms aren't ready." What an incredibly horrible experience. I wish we and our guests had not wasted money on such poor service. We chose this hotel because it was the nicest in Picayune but if we would have had a choice of better hotels, we definitely would have changed after the initial difficulty of contacting the sales manager.

I wish we could have avoided this whole disappointment by sending guests to another hotel. Unfortunately, this hotel was the most convenient for the wedding location. However, it added so much extra stress to me on my wedding day. What a huge disappointment. I should also mention that I tried several times to call the 1-800 number when attempting to reserve rooms (when I could not reach the local sales manager) and I was never able to speak to someone. Holiday Inn Express really does not care about their guests.

So we rushed up to the room to pack; we would just get another room. So we packed up and went down. I turn the room keys in and he said, “You’re not getting your money back.” I asked, “Why did you say you were going to give me back?” He said, “I never said that.” He told me I broke their party policy and as we stand there, someone from the couple’s family showed him a party invitation. He said, “They’re going to be next.” So we told him we would wait till he puts them out. He told us if we don't leave, he was going to call the police. So my son’s birthday and soul was hurt. I left the items and moved in so fast. I called the next day about getting what I left and found out he didn't put the other couple out. This is discrimination. If there is a lawyer out there, call me.

Flash forward to the rest of the crew checking in after dinner later that evening. I had dined with them and we all ended up at the front desk together. It turned out that nine rooms had been booked after all. Our fearless leader asked if he could take over billing for the room I had already charged to my card. "No," they said. It was understandable and no big deal. I'd just proceed as usual and put the charge on my invoice and get reimbursed by the company. That was fine. However, the desk clerks would not remove the now extraneous room that had previously been booked. Nine people were staying in nine rooms, but due to arcane rules and penalties, a tenth room would be charged. A theoretical tenth room that no one would ever enter. "It is too late to cancel that. There's nothing we can do."

What happened to customer service? Is this really the first time such a situation has occurred in the history of the hotel industry? Why is this establishment making us regret selecting Holiday Inn Express as our lodging choice for the night? I called IHG guest relations to explain this saga several times over, and while the first few agents were understanding and compassionate, IHG corporate ultimately sided with the owner / management of the Holiday Inn Express who apparently never met a short-term penny he doesn't like.

Please note that the parking lot was not full and the staff admitted that the property was not sold out. If the Super Bowl were in town or a huge convention were happening, I'd totally understand, but this was not the case. From the desk clerks to the manager to IHG global, a mantra-like incantation is repeated ad infinitum: "There's nothing we can do."

The manager is a petty and unpleasant man, and ultimately, IHG is just as petty and unpleasant. Avoid this and other hotels in the IHG family (Crowne Plaza, any Holiday Inn, Hotel Intercontinental, Staybridge Suites, Candlewood Suites, etc.). Because this particular Holiday Inn Express uses IHG's logo, IHG's branding and IHG's rewards program to achieve their profits, you would think IHG would want to step in and be a referee from time to time when their reputation is being sullied. Yet, they refuse to do so. "It's his hotel," they say. Yeah, but it's your brand, IHG.

My plea is simple: Select another hotel chain that can and will do something reasonable in the event of a truly silly misunderstanding. "There's nothing we can do" is not an acceptable response.

P.S. I'm looking forward to the manager's response. He'll cite policy, what we did wrong, etc., but guess what? We came to sleep, not get inundated with technical fouls. You are in the service industry, sir. Make people happy. Honest mistakes happen, adjust. Your policy does not engender satisfaction on the part of your customers. It's a money grab, and I'm left with a very sour taste in my mouth - as are the other eight gentlemen who watched this all go down.

I then posted this matter all over social media, including Facebook. Eventually, IHG corporate made them issue you a refund (which at the time of writing I have not yet received). However, the manager's response on TripAdvisor.com was rather insulting. Since I couldn't respond to this mysterious person on Trip Advisor, I moved the conversation back over to Facebook:

At this point, a refund is almost beside the point. No one should be treated this way. It's a simple matter of customer service. The management of the Holiday Inn Express in Indianapolis is rude and unhelpful, and IHG is only helpful if you humiliate them with reason and truth in a public forum. I'm sure they didn't see things going this far, and quite frankly, I'm sad that they had to.

The housekeeper was especially surly and even went so far as to come into the pool area and tell the kids they needed to go get their parents, even though one of the kids had his grandfather sitting right there! Because I had made the reservations for the group, the day clerk decided to have a discussion with me on Saturday and let me know that if they had to ask the kids to be quiet one more time, they were going to ask the team to leave. The excuse was that the manager at this hotel is very strict. They have to follow the policy and they must cater to their business travelers. Really? On Friday and Saturday night? So they made about $2,000.00 on our group and then they made our stay miserable.

I find it interesting that when we brought this same group of kids to Wausau, the manager complimented me when we checked out and told me what a good group of kids we had. "You are the first team we've not had a problem with!" What a difference. So bottom line is the Hudson Wisconsin Holiday Inn Express is not kid-friendly and should not rent to anyone with children ever. They need to just change their policy and not rent to teams. That would fix the whole problem. That way, other kids would not have to have their tournament weekend ruined by hotel staff who would rather follow kids around the halls than man the front desk (there was never a staff person at the front desk, ever, for the entire weekend. You always had to ring the bell. Weird!).

I got the menus and within 5 minutes, I got a knock at door from huge man and lady I saw at the front desk. They said they smelled smoke. We said we didn't. They didn't inspect to see and they forced us to leave. We were there less than hour. So we left. Not only did they charge us a smoking fee off $200, they then charged us a full night stay. I've contacted BBB and I'm disgusted because someone's clothing smells and you get kicked out and charged a fee for smoking when you didn't. I've filed a complaint with headquarters of Holiday Inn and I will dispute charges with my bank. Worst hotel and on top of it, I was crying and they were rude as can be.

The receptionist also said as we were checking out that she was sorry for the incident. I must admit, had my husband not been in the room, I think I would have felt very panicked to be locked in that small bathroom, but as it was, my husband was right there and I felt sure I would be out fairly fast. I was only moderately stressed. Somehow, though, the whole incident left me with a rather sour feeling, which has stayed with me, and hence I am writing you now to let you know that I feel you could do better in guest relations. I felt that the whole unpleasant incident was simply shrugged off. Oh, well.

Remember, this is for business travel, which can change in a moment's notice. I immediately called the reservation line. After speaking with 3 different people, I am no farther than when I first called in. They insist that they cannot cancel this reservation. They can adjust for another date, which does not help. Business travel can change in a moment. Beware of this type of pricing practice. Because of this, I will never book with Holiday Inn Express again.

I am a member of the Krewe of St. Andrews in Panama City and they have booked approximately 25 rooms, for this period, and I was supposed to be part of that group. In contrast, I booked a room at the Comfort Inn approximately 2 weeks ago and we left on a bike trip to Key West on October 28th. The Comfort Inn representative advised me upfront that I had until Oct. 27th to cancel. That is 24 hours before we were arriving. Not knowing another person in our party had already booked my room so on the 20th, I cancelled the reservation with no problem and they were super nice about it. Not like the arrogant and rude person that I talked to and demanded that I be quiet and let her talk.

I will never stay at another Holiday Inn Express and am a former Priority Club member. Undoubtedly, the Holiday Inn Express people need the $206.66 more than I do, because that amount of money is not going to bankrupt me. I have been in the rental business for over 30 years and always felt that if I did not provide the service, I should not charge for the service. This is downright dishonest, unscrupulous and unethical. It is the same as stealing in my mind. Please do not fall for the same thing I fell for. They did not tell me at the time that I would not get a refund on my money and it is written in very small print. They did not tell me at the time of the booking that I would not get my money back if I cancelled, in contrast with Comfort Inns.

I am not finished yet. You might beat me once but when you turn around and leave, you will definitely have teeth marks embedded in your rear. I plan to call corporate headquarters and write a letter also. I also plan to report this to the Better Business Bureau that has no teeth in situations like this and also report them to the Chamber of Commerce to help other people from falling into their trap. Holiday Inn Express should be investigated by the United States Commerce Department for swindling their customers. Please be aware of staying at the Holiday Inn Express.

While they may think they have the last word, that is certainly not the case. They have now lost out on thousands of dollars of potential traveling expenses annually, both personal and business permanently, way to completely alienate your customer base! Let the buyer beware. Stay away from this business. They have zero sentiment for their customers. They only want your money and will get it or take it any way possible.

I checked my bank account only to discover that we were not charged the $111 that was on our bill at checkout, but were charged $335. When we checked into it, we were told that we had been charged for 3 nights even though we only stayed one. The general manager called us liars and we were treated as if we were trying to steal from them. My husband had to fight with them daily for an entire week before we finally got our money back. The general manager was rude and disrespectful!

A family friend was able to call up at a later time and convince them to block off 20 more rooms, insisting we were going to need that many (because essentially everyone in the wedding is staying there). A couple of weeks ago, one of our family members said he was told there were no more rooms left in the block. I called up the next day and was told there were 20-something that are still available, but the rest of the hotel was booked. Basically all our guests were being placed in other rooms rather than the block we had set aside, even though everyone was asking to be placed in our wedding block when they called. I start hearing other things like that employees were telling people that although there is a wedding block, they are unable to access it or reserve rooms under it. More people getting turned away from reserving rooms!

Today, I called and miraculously got in touch with ** again. I explained the situation and said it was very frustrating because the wedding is fast approaching and our guests are being turned away from reserving rooms and being told different things by different employees. She was immediately defensive and outright rude, telling me the hotel was "totally booked" and if I wasn't having my wedding there, there was "no guarantee" for rooms. Then, she challengingly thought to ask, "Did you put a credit card down for the rooms?" I said "Yes," and she repeated incredulously, "You did? So you put down a card?" Only at this time did she put me on hold to switch phones so she could look at the computer.

She pulled up my reservation and sure enough there were 21 rooms left! She said it must be that I "only put down one name and that people are trying to find the block under the other name." I told her I'd given both my and my fiancee's last names when I made the reservation to make sure that this didn't happen. She argued this as well - so basically now I'm a liar? At this point, I am stunned. Who made this woman a manager of anything?! She clearly has no people skills! I was firm with her the whole time, but polite. (I know you catch more flies with honey than with vinegar.) She, on the other hand, was super defensive and confrontational from the get-go and from the second I made it clear I was displeased with anything.

Oh, wait - there's more! Now, she starts telling me the rooms are all being dropped today because it's two weeks before the wedding and they haven't been reserved. I thought I had to call and cancel them in order to not be charged? Apparently, that's not a rule of theirs (guess I made that one up). They just drop the rooms immediately two weeks beforehand. Again, I stressed that there is a lot of misinformation going around and all the employees seem to be telling us different things. I told her I had four rooms to reserve today and she handed over the phone to the girl at the desk without so much as another word and they attempted to cover the phone while I heard them complaining about me as I waited. The other girl came on and I asked her to please put the manager back on before she walked away. I asked ** if she could please make an exception due to the circumstances and hold the rooms for a bit longer for us since our guests were having such a hard time accessing the held rooms. She said, "You have until tomorrow at 3 pm."

I thanked her and said that this has been quite a frustrating experience because the staff seem very confused on the policies or even how to access blocked off rooms. I said I thought she should know this so that they could clear up this confusion so it didn't happen to anyone else. Her response was, "If you have a problem, you don't have to stay here." (As if we have any other choice!) I said, "We want to stay at the Holiday Inn - I'm just letting you know it's been really difficult." Once again, she repeated the same line and handed the phone over to the girl at the front desk who took my reservation for four of the rooms.

I am positively livid. If we had any other choice at all, I would cancel all reservations. But not only is it way too late, but there literally is no other choice! I am shocked that a person in a manager position could be so lacking in social skills and just outright cantankerous. And all of that attitude when the rooms are still sitting there reserved for us! How hard would it have been to say, "I am so sorry for the misunderstanding, ma'am! We'll, be sure to hold those rooms for two more days for you." After all, I'm pretty much filling up their entire hotel for the weekend! I don't think Holiday Inn corporate would take very kindly to this.

Also, my reservation for the following week at this hotel mysteriously disappeared and they claim I was meant to be there the week before, even though I have reservations made in July. Bottom line, the hotel made a mistake and now I must do the legwork to get my money back while the 2 managers sit like kings of the castle and rude on the phone. It is a shame. Holiday Inn Express has lost my clients and me. Now, what to do with all my points on the priority club ...

When we got home, all four of us had to undress in our garage to make sure we didn't carry any bed bugs into our home. I had to take off work the next day in order to chemically treat the interior of our car, the kid's stroller, the portable baby playpen and other stuff. I had to put our luggage and shoes in the clothes dryer and meticulously wash every article of clothing as well as our children's stuffed animals and toys. It took about 14 hours of work and we are still not 100% certain that we did not carry any bed bugs home with us. Time will tell. I can only hope that my children are not subjected to the misery of beg bug bites because we stayed at this establishment.

I contacted the manager immediately. To her credit, she was very professional and apologetic. She refunded the Priority Club points we used for our stay and added more points as well. I am appreciative of that, but I missed a day of work and several items that could not be effectively treated and had to be discarded. I also spent over an hour in the parking lot bagging our stuff in the hot sun.

Although she attempted to make things better, her efforts fell short. I got the impression that she did not receive the support of her manager to provide more assistance or compensation. IHG missed a significant service recovery opportunity in this instance. There is no way that we will ever stay at another Holiday Inn Express. Additionally, I am going to share this experience with everyone who is interested to help them avoid this nightmare. I also plan to make sure this facility is listed on the national bed bug registry to warn other travelers.

I'm not sure what the fair and most appropriate response from IHG should have been in this instance but I hope this letter will prompt you to develop:

3) Advanced and detailed bed bug training for all housekeeping staff to insure they routinely inspect for these pests as they change linens and clean the rooms.

Although it is not feasible for IHG to accept full liability for every possible thing that could go wrong during a guest's stay, how an organization responds to these situations builds and maintains its reputation and establishes customer loyalty. In this instance, Ms. ** and her team were not empowered to do what it takes to retain my business. Whoever the Regional Manager for this area is needs to be retrained or demoted because they do not understand service recovery and lack empathy for the customers who pay their salary.

At 9PM, I was uprooting myself from that room to another room, encountering the husband in that room and exchanging words. Disrupted peaceful evening, disrupted movie watching and second night of poor sleep. I asked for the manager's name. The desk clerk hesitated to provide it. On 8-3-12 morning, I asked again for the manager from the morning clerk. Stated the general manager would not arrive until 9. At 9:30, Gina **, general manager had still not arrived. Due to me leaving for my return trip, I had posted a complaint with Holiday Inn and 2 weeks later, I have still not gotten a courtesy reply. Having paid more for this hotel than others, I expected a better night's lodging, a response from the manager at least or a courtesy reply from Holiday Inn or similar. Having used HIE in the past, I now hesitate to do so in the future.

I talked to the front office manager, Jodi **. Words were exchanged and she called him ignorant. I feel that was really unprofessional. I had to check him out and find another hotel because the apostle felt offended on what she said. Also, Jodi said she was going to refund for the day he stayed and the two remaining days, which were all paid in full, which we received neither. As of August 8, 2012, we haven't received our refund. Can you please look upon this matter? From New Hope Deliverance Ministries, we feel very bad because the apostle was disrespected and we trusted your business. Can you give us an answer as soon as possible?

We left looking for a better accommodation. After checking several locations and a Holiday Inn Express on Virginia Beach, we called back to the Shore Drive location to see if we could possibly get a transfer to the beach location and were told that we would have to forfeit one night's stay. We were both for the loss of one night to feel better about our accommodations. Well, we were not traveling alone. Our daughter and her fiance were coming later that evening. After talking to them, they realized that they couldn't afford to give up one night or make adjustments to pay for the difference to transfer to the better location. So, we stayed together and stuck it out.

Once checked in, we were consumed with filth. After the initial look around and discovering that it was only one chair that we felt safe sitting in due to it being vinyl, we checked out the bed. The mattress seemed to be new, so we checked out the sheets and were okay there. When we checked under the headboard, we found a collection of debris and small dead roaches. I reached to call the front desk and found the phone out of order. As my husband went downstairs to let the front desk know about the findings, I went on to inspect the rest of the room.

Going toward the bathroom, the area looked okay at first. Everything had its place and the towels were nice and neat. As I progressed to the tub, I saw a couple of pieces of long dark hair on the tub wall. I said Omg! The tub was filthy. I knew someone would come up with my husband so I looked in my bags for stuff to start cleaning if needed. When the manager came in to check out the phone, my husband informed him that we needed a remote as well. While they were discussing the issues with the phone and the remote, I continued to check out the vanity area a bit closer. And I found the coffee maker had pink slime in the water reservoir, the filter basket was dull from coffee build up. The coffee tray had old dried coffee on it, the microwave and fridge seemed okay.

So after the guys figured out that the manager would have to have someone else come in to fix the problems with the phone and remote, I turned to tell him about the issues with the vanity and bathroom areas. He seemed to look right through me, looked at my husband and told him that he would have someone come in to fix the remote and the phone by 9:00 pm, and walked out of the room. I couldn't believe what happened, so I picked up my cleaning supplies and started cleaning the place. When I got to the shower, I noticed that the tub had been spray painted. Unbelievable! As I cleaned the tub, I pulled the shower curtain to one side and found so much mold and mildew on it that I had to finally take a picture. I have tried to include them in this complaint but can't seem to paste them. But I know you would be as shocked as I was to see the rooms in this condition. I no longer have confidence in the cleanliness of hotels and will never stay in one again without inspecting it first. I expected more from the name "Holiday Inn." I was wrong.

The man told me that John was conducting interviews at the Burger King next door, so I went there. I saw no one there that might look like a person conducting interviews. I waited until 2PM and I left. At 2:15, John called me but I did not answer my phone because I was in the bank. He left a very apologetic message about how he screwed up and wanted to still meet with me. I had some shopping to do and I was going to call him back after I was done. At 3:30, I went to use my phone to call him and I had no power. My battery had died and I had no charger for it.

On August 1, 2012 at 8:20AM, I called John yet again, only to get no answer. I left him a message to please call me back so we could reschedule. I never received a call from him. Is this some kind of a joke? What's this guy's problem? I have never been so insulted in my life! I drove more than 30 minutes one way for this interview. I am unemployed and this guy thinks I have nothing else to spend my money on! Never mind that! This guy doesn't value my time. I don't know who you got working for you, but John ** is not worth the paper his checks are written on! I will never work for your company or respond to any of your ads! You guys are a joke! Oh, and I will sleep on a street corner before I would spend any of my hard earned money at one of your hotels! John ** is an **!

At check out the next morning, I asked if there would be some kind of compensation for the cost and was told no, since they had informed us that the cable was out. But I expressed that I was also told that it was going to be back in service within an hour. But the desk manager at the time told me sorry, but that was just how it was. I have been in customer service for years and whenever you have a complaint or a request, you try to help in some way so that you don't lose that customer and have them complain to someone else. I was not expecting anything out of the ordinary, just a show of good faith. I will never stay at this particular Holiday Inn Express again for this very reason. Thank you for your time in this matter.

The representatives at Guest Relations have been quite nice, but rather unhelpful. Each phone call, I was given different information. One day, I was told the issue was resolved and the charge on my credit card would be reversed within 24 hours and that I should expect a phone call from the hotel once the returned deposit was processed. The following day, I checked my credit card to no avail. I then called Guest Relations at the Holiday Inn, and I was told that they were still investigating the issue! I asked to speak to a senior case manager, and I was denied a name or access to speak with management.

Frustrated by the process, I called the company another time; and I tried my luck with yet another representative. This time, I was allowed to speak with a senior case manager, where I was told that a check would be issued today and should reach my home in 10-14 business days.

For a start, I do not have a scanner and the West End establishments were all shut for the night. I told her that I could get it scanned first thing in the morning and sent to her. I spoke to her on the phone, and she said, "Well, we don't have any contact information, and you are not Paul." My husband Paul was right beside me, so he took over the phone conversation. The contact information she already had was my email address, my husband's phone number, my son's passport, and my husband's credit card details; and all are ending with our family name. What more can she want ?

During this time, James was told that he couldn't stay in the lobby. However, dear Joyce ensured James that he would not be put out on the street. Two hours later, Linda still would not give him a room. Finally, my husband called his boss and asked if he could pay, because he has a scanner and we would pay him back afterwards. Robin, my husband's boss, did not hesitate; and he got straight on the phone and sent the details. We're back on the phone with Linda, who said she now has a card from Robin (who is my hero at present), so James finally got a room. Without a very good man's help, the arrogant Linda would have put a child out on the streets of St. Thomas for the night.

I wonder how many people get charged the 15% and never think to check what they're actually billed?! I have stayed at this location several times in the past. I wonder how many times they overcharged me. When I called the corporate number, they said they would check into it, but that they couldn't check back on their records more than a couple of months. So, if you've stayed at a Holiday Inn Express in the past couple of months, check your bank statement against your invoice! Thirty dollars probably won't break most of us. But it's the fact you're not told about the transaction, and then the low life way you're told about the charges, only if you ask!

I did not realize I requested this type of purchase. So the representative walked me through the correct process. I then selected a new day for the stay since Ms. Tonya said she was going to cancel my reservation if she did not hear back from me by close of business that day based on having an invalid credit card. So she did cancel the reservation without an email confirmation. Once I made the new reservation on 5/10/2012, Ms. Tonya took it upon herself on 5/11/2012 to access my new credit card information and created a new reservation without an email confirmation and caused my credit card to be over the limit. I attempted to call Ms. Tonya on 5/11/2012 not realizing she had made this change.

She called me back, but we continued to miss one another. Later that day, she left the message stating she found a valid credit card and charged my account. Of course, once I got the message, she was not available again. I called Guest Relations to submit a claim and they forwarded my complaint to the hotel. So I attempted to call her on Saturday and Sunday, but she was not at the location again until Monday, 5/14/2012. We finally caught up with each other and she told me that she did use the new credit card to charge the room although she did not get clarification from me. She didn't care that I made an error and made me honor the payment although it was an error and the original credit card was not valid. Tonya said she looked at my Holiday Inn profile and ran all of the credit cards that I have used until one worked. Wow, that was amazing.

When checking in to this place, the night clerk told us that overbooking rooms was a standard policy for hotels. After we came home, I checked my credit card and found that we were charged for the Holiday Inn room anyway, $143.28. I immediately called their customer service and filed a complaint. I was told they have a policy in which a refund should be made and an additional 25,000 points added to my club rewards program. They explained that a manager would call within 48 hours. I received no phone call.

When I called back a few days later, I was told by a customer service supervisor at HIExpress that the manager at the property location said I called in to cancel my reservation that same day. So, they refused to refund my money. Pam claimed it was my word against the manager. The reason for me explaining this in such detail, to appeal to your sense of logic. I wouldn't go to all this trouble, if I didn't feel they were ripping off the public. They must be investigated.

Long story; when it was time to pay cash, they ran my credit card without my permission. When asking to speak to a manager, I was cursed out by Candi ** over the phone. Becky (the front desk staff in the morning) lied and said that her name was Anna and that Candi was the manager over Anna. She had given me a cell phone number to someone that didn't work there. Candi was the manager and refused to give me her contact information or boss' name. When asking her to call me, she left a nasty message on my phone and she also called the police. They circled around the hotel while I was on the phone with corporate, in which they stated that it was privately owned and it was nothing they could do.

After I left, she had Becky run my card for another time trying to retrieve two hundred and fifty dollars. I had to cancel my card but this is after they ran it for three different transactions not including that one. When I called to speak to Mike, he said the housekeeper said the room smelled like smoke and they found cigarette butts, which is premeditated cruelty and a bold face lie. I don't smoke. I cleaned out my car and there were trash bags with black and mild wood buds and papers, fast food bags from other people in my car. That meant they went through all my trash bags. One night, Mike was smoking and drinking in my car. I threw out all the stuff two days before he had given me the trash bag. If I smoked, I would have flushed it in the toilet.

Duh, that was her way of trying to get revenge for calling corporate. Mike told me that he would give me his employee rate and I can just give him half. He took twenty dollars from me and charged me regular price, and said he couldn't do it, then he was drinking with a friend of mine off work bragging on how he used to give rooms to pimps and pocket the money. I should have never trusted him. I went to the police station and they said it was a civil suit and I would have to dispute it with the credit card company.

I still can't get the owners' name. She also told corporate that she charged my card because she had seen me leave on her camera phone and that I told her too. That is a lie and when she called and left that horrible message, it was from the Holiday Inn number but she proclaimed she wasn't there. She is a liar, a thief and needs to be fired or written up. I have the recorded message and the threat she left me. I'm furious; I want to take them to court.

The next day, the Holiday Inn pylon sign was covered with a Quality Inn sign. At no time did Holiday Inn inform us that the property was changing hands, in fact, my confirmation shows my stay is with HIE. The place was a dump, which explains why it was not at all an HIE standard of cleanliness. We called to get our points back, but we were told it changed to a Quality Inn before our arrival, so they could not help us. At no time was this addressed.

After escalating my 1/2 hour phone call, we received 1/2 our points back and no money. Very, very disappointing. I would not take care of my guests this way. I would love to talk to a CEO but you cannot find one on any Holiday Inn website. I really thought they would compensate us for the situation, instead I had to fight for it. Holiday Inn said we should have called to have them move us to another Holiday Inn for the second night. But I am sure that would have involved another hour on the phone and giving up a day we had planned to be around to move luggage around. That is why we booked one hotel for 2 nights, to sight see.

Well, that was to be spoiled by an overzealous wrinkly troll of a man, think of the bank teller characters in Harry potter. Well after being downstairs by the pool for no more than an hour, I had noticed this man watching me as he was smoking a cigarette! I wasn't bothered. I live in NYC, people stare. Anyway, enjoying the rays and poolside condo with friends from New Jersey (who were white), I noticed this guy is right behind me uttering, “Are you a guest?” Of which I replied, “Excuse me?” He asked again, “Are you a guest sir?” I said, “Yes, I am a guest,” as I was patting myself with the room towel. He then got flustered then asked to see my key card. I said, “It’s over there with my bag.” He said, “Can I see it?” I'm like sure, he followed me to my bag and waited as I pulled out the ID, etc. He studied it with the preciseness like a diamond jeweler flipping it over and over. I then looked at my friends asking them did he ask you too, they replied no! He heard my frustration to what he replied, “Are you all guests?” They said yes and he said, “Enjoy your stay,” and walked off leaving my friends angry and upset.

A clear sunny day spoiled by racial profiling just a day or so after Trayvon-Zimmerman murder case. It seems this racial thing won't stop. Holiday Inn Express, Mount Pleasant, South Carolina has black employees, who without me noticing, gave me a silent cheer as I slept about the hotel. My white friend told me when white Americans are racist, it's really not subtle and they were sorry. I had to go through this. Well, I am angry. It was days later and I had no way to contact their site to complain or just get a decent answer to why I was only carded. Steven **, you’re a racist. Holiday Inn and Intercontinental, you support racism and that's wrong. I was to find out even the Arthur ** is named after known racist. We must come together and learn skin color is only that, a color.

The desk clerk told us the one we had booked was another 60 miles north and a lot of people made this same mistake. We were tired after driving all day so we asked if we could stay where we were. The clerk said that she had rooms available but that we should call the one where we had a reservation because they might charge us. We did and they said that we had to come to their hotel or we would be charged the full amount. We left and started driving north and my wife called them and found out that they were actually 45 minutes east of Hwy 79. We then cancelled our reservation and drove all night to get home.

The next day, April 3/12, we called the Holiday Inn Express on Singh Dr. at Cranberry, PA to try and get some compensation but the desk clerk, **, said that she couldn't help us and we had to talk to the general manager, **. She transferred us to ** and we got his voice mail and left a message with a phone number where he could reach us. Since that time we have called and left 5 voice mail messages on several different days. ** has never called us back. The lessons that we have learned here and wish to share with all of you that take the time to read this are: Don't ever stay at a Holiday Inn Express, don't utilize Hotel Guides and don't ever prepay in advance for a hotel.

My wife was staying there alone, she called me at about 1:30 am to let me know that she had complained and was given another room on another floor, but this did nothing to fix the problem. I left work early and arrived at about 2:30 am. There were young people going in and out of the main entrance. I would estimate over 20 in the parking lot smoking and talking loudly. When I walked into the lobby, I asked to speak to the manager and was informed that he would not be in until Monday. I asked the girl behind the desk if there were any security officers, she told me that she was there all alone.

When I explained to her how angry I was that my 62-year-old wife had to pack up all of our things and move to another room between 1-2 am, with all that was going on. She told me that she had threatened to call the police a few times and the young people promised to "hold it down". She told me that she had been on the phone with her manager several times during the night and that she had done all that she could do. So, I asked her, “If you are not running this hotel, then the kids are.” She emphatically stated that she was. She told me that she was giving us a discount. I told her that that was not what I wanted nor was I seeking what turned out to be about $20 worth of discount. I wanted piece of mind and a peaceful rest. I got neither.

Ruston, LA is a college town, there are many home games, homecomings, proms, and other such events going on throughout the year. My question is on such nights, why do they not have a manager on site, or at the very least security officer present, and off duty policeman, whose mere presence would eliminate most of the chaos that took place. Shame on you Holiday Inn Express! I would have probably been better off staying at some third rate, $30/night motel owned by people from a third world country. Today my wife is driving 5 hours to our home totally exhausted and disgusted; I am at work, just starting my 12-hour shift and am also exhausted. I will never, ever, stay at a Holiday Inn again. I grew up staying in your motels, but you people have changed and it has not been a change for the better.

Evidently, I made a reservation using HotelsOne.com. I called the hotel in Kansas to see about the refund and never heard back from "Chad" the manager. I called again today and had to leave a voicemail. This is a racket! I was charged for a room plus tax when the cancellation was performed 10 minutes later from the original transaction. I will not ever stay at a Holiday Inn Express again! I will however tell as many people I know about this and the lack of concern at the Kansas facility.

One of the maintenance men who happened to be passing by and witnessed the situation, just shook his head, opened the door and helped me in with the packages. I went to the front desk. The housekeeper was there ahead of me and when asked for the general manager, I was confronted by a 23-year-old "kid" who did not even want to hear my side of what had happened. Since I can not describe the power trip this kid was on, I just asked him for a copy of the video. Of course, he refused.

I called Customer Service Central, but they said they could do nothing as the motel was privately owned. I called Customer Service again when I got home, but no one ever returned that call. I then wrote letters to senior management in the US and Great Britain. Not one of them even answered the letter. The general manager Donald ** is still there as far as I know, and I did learn from workers at the motel that it was not the first time that he got into it with a customer, and threw his weight around. I did notice other complaints about the management at Tombstone Holiday Inn on the internet, but apparently marketing and not management runs the company.

They brag about their service until something goes wrong, and then you won't hear from them. Remember, these appear to be locally owned motels that just have the logo of Holiday Inn. When you are on vacation and run into a Donald **, there is not much you can do, but take it for the moment. The problem is that afterwards your business is not valued either. It has been over six years, and while I am over the incident, I have never stayed at a Holiday Inn again. This is not primarily because of "Mr. **" but because of the lack of recourse and response by senior management when ** demonstrates the immaturity and lack of professionalism that apparently is his trademark.

I left and proceeded to another Holiday Inn Express approximately 6-7 miles east and the director of sales provided me with a copy for my information. Due to the failure of Mr. ** to provide me with a contract, which would have made me aware of the policies, terms and conditions instead of an invoice, I am entitled to my deposit. If I was aware of the policy, I might have made another decision. His demeanor was not what I would expect from a general manager. He was very rude, uncompassionate and completely unprofessional. He also made false accusations in the presence of the police officer.

Their night staff was watching me. He never said one word to me. He never asked if I was okay or needed help. I went to my room, cleaned up, threw my smashed items away and my ripped pants in the trash and covered myself with band aids and a good cry.

About 20 minutes later, I went down to the lobby/front desk area and stayed there for over an hour. Still nothing, there was no word from the Holiday Inn staff. I even walked up to the front desk and asked their staff where I could find a soda machine. He never asked if I was okay so I hope they review their tape of me smashing my face on the front door because of the ice on the walk way.

Now, I can spend my day at a dentist getting my tooth fixed. What really hurt the most was their staff not asking me if I was ok. This is supposed to be a good hotel with a good reputation. I’m sorry but I am disgusted at the service I got. I was hoping to stay my remaining 2 weeks here but I’m not sure now.

As we were leaving the next day at 8:30 in the morning, it made for a very long day for us. I travel with 12 people as we were all inconvenienced with no hot water. When we did get back to our rooms in the morning, there are still no lights or air. We did not want to eat or drink anything because there was no back up electricity for the kitchen and didn't want to be sick from bad food.

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.

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.

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.

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.

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.

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.

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!

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?

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

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.

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.

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.

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.

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.

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.

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!

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!

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 **

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.

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.

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 5 pm eastern time to speak to her, and again she still had not come in. I called at 9 pm 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. This should have been handled at the time of the notice or when I checked out not four days later. I will be talking to a law firm about this issue and I will not stay at a Holiday Inn on any of my travels for work or vacations. I will tell everyone that I know about the issue that happened on my stay.

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.

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.

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.

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.

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 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.

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!

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.

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.

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 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.

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.

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.

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.

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 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!

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?

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.