ComplaintsforHoliday Inn Express & Suites

• Initial Complaint

  10/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On Friday, October 13th, 2022, I purchase a stay at this hotel on Expedia. On Monday, October 17th, a charge from this hotel for $140 posted to my credit card account, showing the charge was initiated when I checked in on the 14th. I remember the front desk guy acting erratic and swiping my card a bunch of times when I arrived, because he claimed the machine was having trouble reading my card. Then he just gave up and gave me keys to a room- which was occupied. I walked in on a man in bed. When I returned to the front desk, upset, he claimed that it was the manager's fault - which confused me because the manager wasn't around and could not have known about any of it. In any event, he gave me a new room, but with keys that didn't work. I went back down to the desk to ask for new keys and explained the problem. That same front desk man told me it was because my room door had a low battery in the card reader, but then he gave me new key cards and they worked fine. I say all of this because his pattern of lying on the spot happened again when I called to ask why I was charged for my hotel stay by the hotel when I had paid for it on Expedia. I called the hotel on Thursday, 10/27/22 and this rude employee, ******* told me Holiday Inn's charge must be because Expedia had declined my card -even when I assured him I was looking at my card statement WITH the Expedia charge right in front of me. I also explained that if Expedia HAD declined my card I would have never been able to check in for the reservation. He got mad and told me there was nothing he could do. I asked for the manager, he said the manager was not in (9:38 pm), then hung up on me. Rudest phone call I've ever had. He seemed to just want to get me off the phone and did not seem apologetic at all, nor interested in helping resolve the issue. I want the charge refunded immediately. I paid (successfully) for the reservation through Expedia and have the receipts to prove it.

• Initial Complaint

  09/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Awful experience. Young man at front desk (won’t name him, but formal complaint filed). 1. I accidentally booked the reservation in my wife’s name. Innocent mistake. Guy at desk tells me there’s nothing he can do and tells me to call Expedia, after loudly sighing and rolling his eyes. He then admits to having an attitude. 2. Once he talks to the manager on call, he gets me a room (not the one I purchased though). 3. This room was being cleaned actively. 4. I go back down stairs to where he was annoyed at helping another customer. He mumbles and whines some more. Overall this kid doesn’t belong in customer service, and the operations of this hotel are in bad shape. I’ll be filing complaints on BBB as well. Already called corporate. Expect a resolution here

• Initial Complaint

  01/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We rented a room from Holiday Inn Express, **** ***** **** *** *** ********** *******, for two days, Dec. 18th and 19th, 2021. I had hung up two shirts and a p[air of shorts in the closet. ?It rained the last night of our stay....upon retrieving. my cloths they were all wet. It was at this time I noticed that the ceiling in the closet. had mold on it,,,indicating that this had been there for several months. The walls were all. wet. When I wet down to the main desk I asked to speak with the manager...the lady said he not in at this time and could she help. I told her the problem that there was a major leak and that my cloths had gotten very wet. She said that she was not aware of the problem. but thanks for reporting it......I told her that I was not very happy that my cloths had gotten wet and probably had mold in the fabric. She refused to deal with it any more,...I felt that she should have offered some the of compensation for this health issue

• Initial Complaint

  01/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My family and I booked two rooms at this hotel from 12/18 - 12/22. We were extremely disappointed by not only our accomodations but also by the fact that when we addressed our concerns with the front desk, they were completely dismissed and ignored. One room had black mold growing in the closet. The room had a terrible smell to it and surely it was due to this black mold that had to have been growing for quite sometime. There was water also leaking in the closest which soiled our clothes hung in the closest. The room right next door also had an equally bad smell. The bathroom fan was also not working and the fan on the a/c / heater in the room was also not working. Three of us in our party have extreme mold sensitivity and highly allergic. Two of us also have asthma. We all experiences issues with illness while staying in both of these rooms which we now understand was the cause of this black mold. We addressed this with the front desk in the morning and the gal at the front desk didn't seem concerned and was not apologetic. It was very disappointing to spend the kind of money we spent while staying there for two nights and two rooms under these conditions.

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