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.
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.
HUNSTVILLE, ALABAMA -- I travel for a living and I've stayed in over 150 hotels in the past 7 months - room 1123 of the Holiday Inn in Huntsville, AL is the most disgusting room I've ever had to stay in. The shower doesn't drain. The toilet doesn't flush. The internet barely works. It is located in the exit hallway on the first floor, and directly across from the ice machine, vending machine, half a dozen meeting rooms, the customer laundry machines and the gym.
The hallway is constantly loud - ALL NIGHT - and the paper thin walls and doors do nothing to keep the noise out. I might as well be sleeping in the hallway - perhaps it doesn't smell as bad out there...and perhaps the plumbing works out there.
My biggest complaint - this is as much a non-smoking room as I am a sea otter. This room REEKS of stale cigarette smoke! It's like sleeping in a bowling alley! It's terrible! This morning I woke up and there was fresh cigarette smoke coming in through the air conditioner. Speaking of - the air conditioner is broken as well. The fan function doesn't work, and I woke up at 4 am the first night sweating. The thermostat on the wall said it was set at 68, but the thermometer on my clock read 78. I turned it down to 62, and when I awoke later it was - of course - FREEZING.
On the first night I ordered room service. I ordered a grilled chicken sandwich. When it arrived it was fried chicken fingers. By then it was 11:30 at night and I was too hungry to send it back. I paid $15 for the wrong, over-priced meal.
I tried to change rooms on the first day - as soon as I arrived - and then wouldn't allow it because the hotel was full. I don't care if an earthquake has recently demolished half the building, "no" is not an acceptable response in the hospitality industry. Change my room with some other poor fool who hasn't checked in yet to their "non-smoking" room. Instead of changing my room, they sent maintenance to my room with some machine that they claimed would get rid of the smell. I came back 40 minutes later and it smelled the same. And it smelled worse by this morning.
I went back to the front desk this morning and again demanded to have my room changed. They moved me to a room with two doubles - neither of which are large enough for two people to sleep comfortably together. The new room is located next to a den of banshees...or so it would seem, and again, the paper-thin walls do nothing to stop the screeching and magical incantations that they are screaming about over their bubbling caldron of fire. Or so it would seem.
People, I travel for a living! I need very simple things in my life. I need to sleep. I need to bathe myself. I need the internet and I need a toilet. Every one of these simple things were poorly provided by this shoddy hotel. I want all of this sent to the management of this hotel and I want an apology from the highest level of management. Do not send me form letter from some manager on duty. My experience at this hotel was rancid.
BROOKLINE MA 1200 BEACON ST, MASSACHUSETTS -- My wife, Nancy, and I spent the night of October 31st at the Holiday Inn in Brookline, Mass. The staff we dealt with were all quite pleasant. The situations we found varied from annoying to ludicrous. Here is the chronology of our stay:
Registered in room 307 after 4pm on the 30th. The TV set would not get channel 4, CBS. Moved to 306, set did get channel 4. Went to bar to order Sam Adams beer. Out of the most popular beers in Boston. Next afternoon spent 1 hr. calling the shuttle pick up from New England Baptist Hospital.
Took a cab to Holiday Inn. When I complained about busy signal, very nice man said he was understaffed. When time came for me to find my car was told by the man at the desk that he was new and did not know how to get to the parking area.
BETHAY, OK -- May 2010 there were 25+ people traveling to OK to attend graduation ceremonies. I booked us into the Holiday Inn Express in Bethany OK. We chose Holiday Inn Express partly for their Priority Club Membership as I knew that I would be traveling quite a bit in upcoming months. I paid for my room for 8 days and for two room nights on another 4 rooms for a total of 1200.00 in receipts. The next time I tried to book a room with Holiday Inn I noticed my points still sat at 0. I began to try to get this resolved. I was told at one point that my points would reflect at least my stay @ 5928 and what was added was a little over 3000 points - still wrong.
In the meantime I booked 2 room nights in Seattle. I had hoped to use my accumulated points to help lower my rate in Seattle. They refused to settle my account before my stay in Seattle so I decided to go with a 20% off discount for that stay. This discount never got applied to my room there and they will not honor that either. Upon my return home I am informed that because my time frame exceeds the allotted restraints that they will not honor my Priority Club reward points. So ripped off all the way around with Holiday Inn. No guest service here!!!
I stayed for a week at the Holiday Inn Select on Viger St. in Montreal. My room was disgusting dirty and smelled really bad. The carpets were spotted. The tile floor was dirty feeling. Furniture smelled and was dirty. There were even cobwebs. I had a balcony and the sliding door was broken. Exhaust fan in the bathroom was full of dust that hung from the vent. Towels were smelly and the walls were dirty. I felt so gross in this room. It is listed as a 3.5 star but should not even be a 2. TV was old and decor very outdated. Cost 160.00 per night! Rip-off.
QUINCY IL, ILLINOIS -- There is two so called want a be bosses at this hotel that needs a rude awaking about how to treat there employees. one is male and one is female. the female daughter works in housekeeping where I used to. her daughter has started stuff there sense day one. and her mother believes everything she says. six weeks before I was fired I was chewed out by these two people over the daughter of the female boss. the males favorite word to use is very bad for 45 minutes of this word coming out in every sentence. he threaten to throw me out in the street and I would never work in the hotel business again.
all I did was do something my supervisor ask me to do. and yes they talked to her that way to. 03/15/2011 I was wrongfully let go because of the female bosses daughter went running to her mother and told her that me and another housekeeper was talking about her. instead of coming to us and talking to us she wrote the other girl up and fired me. there needs to be something done about them. the male boss is the president of the restaurant association. good leader. the other housekeeper is afraid to go to work if she sneezes wrong she'll get fired. there should be a rule do not hire family. that hotel is nothing but family ran anyway. I will not recommend anyone to work there stay there or eat there at all.
A very bad phone conversation just occurred with me and a foreign representative trying to pass themself off as an American named Ann.
Well, "Ann" believed that Boston was in Texas, that was my first hint that my complaint was not going to go far. As for being transferred to a representative in the USA, that wasn't going to happen. My complaint stemmed from the bait and switch rewards program that Holiday Inn has. My eleven days spent at the hotel chain were not going to count because it was booked through a third party process. This was not at all revealed on any of the sign up page or where any normal individual would see this. Not till you went to terms and agreements in fine print and buried in three pages of text do you find this. Normal booking rates were twice the amount that a third party would give, but I did select Holiday Inn as my preferred choice, thinking that I was part of a rewards program. Please don't sign up for this program unless you would like to pay top rate price to earn a free night down the road. I am disappointed that this occurred, I would have liked Holiday Inn to be my first choice when booking.