MEADVILLE,, PENNSYLVANIA -- This was my 1st stay at a Holiday Inn Express & I must admit... I was very impressed. We selected this hotel near Allegheny College to help my niece get settled in her dorm. We stayed here in August of 07. I had booked our reservations 2 months in advance for 2 rooms/2 nights & was a little concerned that either our rooms would not be held or our requested room types would not be available even though we had confirmation #'s & a guaranteed late arrival.
After a long 12 hour drive, we arrived at the hotel around 11:30 pm & the very nice young man behind the counter asked if we were the so & so party, stating they were waiting for us since we were the last & final reservation to arrive. Upon checking in, I was very pleased to see that not only were our rooms held but also the exact room types we had booked. Some hotels take it upon themselves to alter your reserved reservations, with no explanation. You book a King Smoking, only to arrive & be told they have none available & put you into a non-smoking queen. So I was very happy to see that Holiday Inn Express actually honors their 100% reservation guarantee!
This hotel is extremely well-maintained, cozy & very clean. The continental breakfast was very good with plenty to choose from. The best part were their rooms. Spotlessly clean, cozy & very comfortable. The beds & pillows were beyond excellent.
My husband & I go on many, many road trips & for years our preferred hotel has always been Hampton Inn's, since we found them to be the most consistent. Though recently we have found Hamptons to be hit or miss, we just had this loyalty to them & wouldn't even consider another Hotel Chain. On our future road trips I can assure you that we will now be looking for Holiday Inn Express. Holiday Inn Express... Outstanding Job! Thank you for a great experience & opening our eyes to another hotel chain.
MONTROSE, COLORADO -- We stayed at this Holiday Inn August 31/September 1, 2011 in one of their mini-suites and found the whole experience to be excellent. When I first called them they didn't have a regular room with a queen or king bed so they gave us an upgrade to a mini-suite for the same price since I was a member of their Priority Club (they probably would have done it without the Club membership, I suspect). The price was $135, not including taxes and this was a bit less than I had expected.
The hotel was clean; the staff was very friendly and helpful; they had ample parking and the room was well equipped with a large desk, couch and comfortable bed. We arrived early, but they had no problem checking us in without a wait. They also gave us a voucher for a free drink at the bar for that evening and let us know that there would be a barbecue for the guests that night. The barbecue had hamburgers, bratwurst, chicken breasts, potato salad, cupcakes, a chocolate devil's food cake, chips, sauerkraut, a variety of sodas (pop), and a few other things I can't remember because I was sort of busy pigging out (the food was fresh and quite delicious).
The staff waited on the guests and continually kept the area clean. All the guests were extremely pleased (particularly since the bartender was not only very sociable, but she also made really strong drinks!) The whole atmosphere of this hotel was one of cheerfulness, contentment and general good feelings. The hotel is covenient to Gunnison National Park (about 25 minutes away--well worth seeing, by the way!) and Telluride Ski Area (around an hour depending on conditions and whether you pay attention to the speed limit or not). A very fun experience! We really enjoyed our stay and will most probably visit again!
50 EIGHTH ST, SAN FRANCISCO, CALIFORNIA -- Me and my aunt and a friend of the family went a little trip to San Fransisco. My aunt booked us in at the Holiday Day Inn three days. The three of us spent there and I'm the only one who didn't enjoy my stay there. The cleaning staff if that's what you call wiping down surfaces with a watered down rag, were rude and invasive, impatient people. To make matters worse the day me and my party left the heartbreak hotel I found out my camera was missing. At the airport I called two times right before I left the city. No answer from the cleaning manager.
I called one more time right after I got off the plane. No answer. Leaving messages was no help. When I arrived home I told my mom of the runaround I was getting from the front desk and the cleaning manager. She then got the number from me and had to get a little bit more less than professional to finally get the manager on the phone herself. It seems that their office does not close until 5:00 pm. I got of the plane a little after 2:30 why he couldn't get back to me after my 4 phone calls is beyond me.
Telling him what I had misplaced there the manager assured me that their staff was highly trained to give it to the manager if they found anything seeing. How I know I misplaced my camera on the bed? It would be pretty hard to miss it unless the cleaning ladies are totally incompetent. None the wiser he said they did not find anything and to them that was that. I have sent several complaints to the company itself and it seems that everyone in that hotel franchise are looking for easy merchandise.
GREENWOOD, INDIANA -- I recently stayed at the Greenwood, Indiana Holiday Inn Express and noticed an additional charge of $62.50 on my credit card four days after my stay. When I called and spoke with the General Manager ** she explained that the charge was due to a complaint that the front desk received from the room next to where I was staying.
She went on to say that because there was noise coming from my room and the lady who complained was a Priority Club Member they had to compensate her for her room, which was why I in turn received an additional charge of $62.50. Additionally ** was unwilling to work with me in any regard to resolve this issue and told me that the only thing she could do is split the charge with others that may have also stayed in the room.
Furthermore, once we received the first complaint the night of the incident we immediately left the room. In short, once we were told THE FIRST TIME that we were being too loud we fully complied and left the room, not to hear from the front desk or any other hotel staff for the remaining of the evening.
The next morning when I received my bill the only charges that showed were for the two nights that I stayed and had no mention of the noise complaint charge. Nor was I informed of the noise complaint when I checked out that morning.
In conclusion, I completely understand that it is **'s and the hotel's job to ensure that all guests are pleased with their stay. However, my complaint originates from two factors involved with this situation. The first is that we were asked to quiet down and or leave ONE TIME and we did just that, we left. The second complaint comes from the fact that I was not informed of the charge on my bill or at check-out.
Furthermore, the hotel didn't even have the courtesy to at least attempt to contact me to inform me of the charge; they just added it to my credit card. This makes it seem as though ** and or the hotel was trying to get away with adding this charge to my credit card in hopes that I would not notice it.
This being said, I will never stay at another Holiday Inn Express & Suites and neither will the 52 other family members that stayed there for my sister's wedding! I would absolutely suggest the same for all who read this in fear that your credit card may be charged without you knowing for ridiculous reasons!
OTSEGO, MINNESOTA -- Dissatisfaction does not even begin to cover what I experienced at your hotel during my last visit and although I appreciate 4000 courtesy points, they mean absolutely nothing to me and this honestly demonstrates a severe lack of concern for my family and I considering what happened to us if this is actually your idea of compensating me for my losses. I have been to your facility several times with no incident, but what happened during my last stay was inexcusable and I expect to be reimbursement for my loss….
We were treated with disrespect by your staff. The desk clerk used profanity while addressing my wife in front of our children. The kids were unable to use the water park most of the evening due to the cleaning of vomit and feces from the water on two separate occasions that evening and would not go back in when it was cleaned because they were scared.
My entire family was startled out of bed 3 times late that evening due to loud parties above us and we received no support from your team despite multiple pleas for help. He just argued with me and made no attempt to remove the disturbance or to move us to another room.
My wife and I eventually had to pack up 3 little kids in the middle of the night and check in to the Super 8 down the road where we were able to sleep peacefully for the remainder of the night and decided to handle this situation with upper management at a more convenient time.
To summarize, my wife and I were humiliated, my children were traumatized and I had to spend $400.00 between 2 hotels and dining in one evening to get a nights sleep. I don't expect to be compensated for my stay at the second hotel as that was my decision, but I thoroughly expect to be compensated for my short disturbing stay with you. I expect a response from your team with your plan to correct this situation or I will push this to whatever levels I need to until I feel I have been treated fairly.
ORLANDO, FLORIDA -- I made a reservation with this hotel which later I cancelled due to unbelievably rude and ignorant customer service. I spoke to a total of four people that work for this hotel and one of which who was pleasant and made my reservation for me. HOWEVER, another who talked with me briefly but wasn't trying to be very helpful. One person was downright rude and unaccommodating. This person was supposed to be their concierge service...
They WEREN'T doing a very good job, to put it lightly. She displayed no knowledge of what her hotel offers and seemed to be completely clueless of what SHOULD be expected of her in her position. She talked down to me, interrupted me, and did not answer any of my legitimate questions. This person is in a sense, robbing her company by not communicating with potential customers in a professional, appropriate manner.
So, moving on, I called customer relations to inform them of what had taken place. That person (the fourth individual) had ask me if the concierge I had talked to previously, knew I already had a reservation! Does it matter?? Reservation or no reservation, she treated me terribly. Apparently she doesn't know that without customers she wouldn't be getting a paycheck.
This Resort might profit MORE if they would hire better help, like individuals who would appreciate their position and actually fulfill it. While they may have just a few "sour" employees it doesn't reflect good on them. To the people with authority at Holiday Inn I would suggest you hire more professional individuals who will work hard for your company instead of driving potential customers away. Bottom line here is CUSTOMERS should feel WELCOMED and treated with respect. Employees should be hospitable and informative. Unfortunately I did not have that experience with this particular resort.
SOLOMONS ISLAND, MARYLAND -- I made reservations to stay at your Holiday Inn Select (Solomons Island, MD) for Friday February 13, 2009 through Sunday February 15, 2009. That weekend was supposed to be a special for me because I had planned to propose to my girlfriend on Valentine's Day. I want you to know that day was somewhat overshadowed by the service that we did not get from your hotel.
We arrived at your location right before midnight on Friday and checked in. When I got to the room, I placed the "do not disturb" sign on the outer door. The following day, we departed the hotel around noon or so and didn't return until 4 pm. To our surprise, when we opened the door to our room, the room was as we left it (unclean). At this point I'm very upset. My girlfriend called the front desk for assistance and the gentlemen said that someone would come and clean the room.
After two hours had gone by, I went to the front desk and the guy said that he had called for room service but they never came. I explained to him how important this day was for us and that we had a dinner appointment in 45 min. I told him that when I got back from dinner, I expected my room to have been turned down. When arrived back upstairs to my room, my girlfriend was on the phone with the guy who I just finished talking to. He was apologizing to her and told her they were short staffed and no one would clean the room.
At this point, my special night was ruined. My girlfriend then asked if they would at least bring us clean towels (which they did). Although my night ended as planned, we had the worst stay at any hotel that we have ever visited (which was your Holiday Inn). What happened to us was/is unacceptable. Please fix this so that it will not happen to your next visitor.
NEW BERN, NORTH CAROLINA -- Upon checking into the motel just after midnight on 12-25-08, the night shift clerk informed me that I could smoke in the room but there would be a SMALL fee for cleaning (this is standard with most motels at $15). After just falling asleep at 2:30 am, the night clerk woke me up banging on the door to drop off my bill (which stated the room charge was $124.03). I was very upset about being woken and could not get back to sleep until 5 am. Upon checking out, I tried to complain, but was ignored.
Days later I checked my bank account and there was an additional charge of $150 on top of the room bill. When I called the night clerk, he stated that was for smoking in the room and was very hateful to me. He claims I signed a paper agreeing to pay $150 to smoke, but refused to provide the document. I called the next day to complain to the manager, but the manager would not take my call. I called the 1800 complaint line for the motel. They stated they would have the manager contact me within 48 hrs or the motel would be fined more money than the amount in question.
This did not happen, and the manager still ignored my calls even after leaving a voicemail with my complaint. Two days later I called the 1800 complaint line back and they said I had to allow 24 more hours because of the holiday. After another 24 hrs, I called the complaint line again stating the manager refused to call me and they said too bad that it was not their place to do anything and for me to call my credit card company.
This is very poor practice and they refused to help get me a copy of this supposed statement they say I signed. I have contacted my credit card company to file a dispute, but while I wait my $150 is tied up and is causing me financial grief. If nothing is done I plan to sue the motel for mismanagement.
A couple of months ago, my daughter and I stayed at a Holiday Inn Express in BC. We were there on a search for college housing, so we treated ourselves to one night in a hotel on "points". We checked in at 3 p.m., quickly refreshed and left for more "hunting". Returning with a cart-full of luggage at 6 pm we were unable to make the key open the door. My daughter guarded the luggage while I inquired at the front desk. Turns out one of the desk clerks had given our room to another guest by mistake, issuing new keys. A fight broke out between the two desk clerks, along the lines of "It's your fault. No it's yours..."
One of the young men basically shrugged his shoulders, while the other apologized profusely and gave us another room on the same floor. Two days later, at home, I realized that I was missing my favorite casual outfit. I had taken it up to the room the afternoon of our arrival, intending to change clothes, and left it on the bed. I scoured the luggage anyway, called every place I had been, called the housekeeper, who referred me to the manager who referred me to housekeeping, and on and on. I called customer service for Holiday Inn three weeks later, talked to someone who referred me to someone else...
Over the next few weeks I talked to several people at Holiday Inn customer care (I use that term loosely). They expressed regret. They were sorry I had "lost" my clothes, and referred me to someone else. Finally today I talked to a woman, a manager in customer relations, who said Holiday Inn is sorry for my loss, but is not responsible for loss of contents of my room. The fact that I did not "lose" them made no difference. I was not asking for financial compensation. I was simply asking for my points to be reimbursed. Not possible.
So I am left with the conclusion that when I stay in a Holiday Inn, take my key, and leave my temporary "home", that Holiday Inn feels no responsibility to ensure that my belongings are not basically "given" to someone else or that I can feel any measure of security in the fact that I lock my door. I told the supervisor that I was very sorry that she works for an organization that does not authorize her to actually provide "customer care", and that I was aware that she is undoubtedly simply following company policy. It goes without saying that I will never stay in a Holiday Inn again.
CHARLESTON, SOUTH CAROLINA -- I have had the worst experience ever at the Holiday Inn Riverview in Charleston, South Carolina. I planned a nice getaway for my mother, sister and girlfriend. I booked this through One Source Travel, thinking this looks like a nice place, well not so much. First we showed up and the room was not ready so to waste time we decided to go downtown. They offered the shuttle service. Well an hour later when it finally showed up we went downtown. We called to have the shuttle come get up and once again the shuttle was an hour late.
When I called the second time to check on the shuttle and was assured that they were going to arrive any minute, I assured them I could make other arrangements and they said "Oh no, they will be there any minute." Well they only showed up an hour later to tell us they were full and would be back to get us. I did make other arrangements with a local cab service. This was the best decision I could have made.
When we arrived back at the hotel I needed to express my discontent, I unfortunately wasted both my breath and my intelligence on a horribly sloppy young man with absolutely no customer service skills at all. He was extremely rude, unprofessional and completely inappropriate desk clerk who identified himself as the manager onsite. I will be looking into this allegation and if true Holiday Inn Corporation has lost all good judgment. He insulted me, ignored my complaint and dismissed me. Now the room was dirty, trash was not emptied and road noise was very disheartening.
This was absolutely the worst travel experience I have ever had. I do travel for pleasure 6-8 times per year so I have a small amount of experience. I would not recommend this property to anyone. Fellow pleasure travelers beware. The young man who was so incredibly unprofessional and terribly sloppy his name was Jamal.