Holiday Inn Express Hotels

I booked a room for a week and requested an accessible room. I told them I had my three year old service dog with me.

No problem with the dog the entire week I was there. She is clean, quiet and well trained. The staff seemed fine with her being there. Three weeks after my stay, I got a notification from my Am Ex card that they charged me another $250 fee.

I call the front desk at the hotel where I had stayed. The guy told me it was a cleaning fee for my dog. I informed him that under the ADA you cannot charge a cleaning fee for a service dog, only for pets. She is a service dog.

He said the manager would call me. The manager never did. I called again at lunch and spoke with the manager who now claimed that my dog had urinated everywhere, left pawprints on the bedding and shredded the linens. This was such an outrageous lie that I was not even sure how to address it.

I told him that wasn't possible because my dog stays with me in hotels multiple times a month for the last two years, is 100% housebroken, quiet clean and trained. She is not destructive, and I leave my hotel rooms very clean. Garbage is always in the garbage can. The remote is next to the tv.

etc. There was no urine anywhere in that room. I keep my own blankets on the bed over the linens so the dog can be close to me in bed without coming in direct contact with hotel linens. She most certainly did not leave any marks on them or shred them.

He interrupted me to tell me he had pictures of the damage and was not refunding the $250. I told him to email me the pictures because that is impossible. He said he would be glad to send them immediately. He took my email address, read it back to me and hung up.

He never sent the pictures, because of course they do not exist. I disputed the charge with my credit card and gave them pictures of the room when we were there showing that the bed was completely covered by my blanket as I stated is my practice and the floor and room were very clean, not trashed as he said. The credit card reversed the charge. The manager of this hotel in Libertyville IL stole from me and smeared my service dog.

I am more offended by his accusations against my dog than I was by the theft. She is an amazing dog and didn't deserve to have someone accuse her of those things.

Stay at Sonesta or anywhere else in Libertyville. This place is crap.

Hello, I am currently staying at a Holiday Inn Express in Grand Prairie, Texas that I booked off of Hotels.com. The description of the hotel stated that there was a bar/lounge in the hotel and the room description stated that there was a sofa bed in the room.

Both of which I have screen shots on. Based on this description and price I chose this hotel out of the other options that I had. Upon arrival and paying for my room I noticed that there was no bar/lounge. When I asked the concierge he stated there wasnt one.

Upon entering the room I immediately noticed there was sofa bed as advertised and one of the main lights was not working which Im sure is due to a simple light bulb needing to be changed. We called the front desk and expressed our concerns. He said that none of the rooms have a sofa bed and the issue was with the third party site. He called the general manager and relayed to us that we had the option to check out and receive a refund.

This option was not an option for me considering I would have had to wait for my bank to process the refund. Not only that but my family and I just travelled from Virginia and Indiana for an event and were exhausted. We were told the general manager would be there the next morning. When I spoke to her she was aware of the situation and offered no resolve.

She repeated that the issue was with the third party site and they had been contacted to correct the information, which is good for your company to avoid a situation like this in the future, but does nothing for our inconvenience. My family and I travelled a long way and spent a lot of money for something special to us, with our hotel stay being apart of that. The general manager offer no apology. Instead we were given attitude for expressing our concerns and lies when she was asked for the owners name and corporate number.

She stated she didnt know the owners name just to turn around and later say she spoke with the owner and he agrees with her position. She gave 1-800- Holiday as a corporate number for me to find a completely different number on line. Her customer service/ care was very poor and they way she spoke to us was very unacceptable.

I understand that a third party site advertised your property at this location incorrectly, however, that is not on us, it is on your company. As a business owner it is your responsibility to make sure that any company advertising on your behalf is doing so correctly.

Not doing so could cause legal issues in the future. It is also the responsibility of the staff that you have in place dealing with your customers on a day to day basis to do so with the upmost care and consideration, which we were not given.

Because of that I am reaching out to the company itself to see what can be done for me and my family to be compensated for this situation prior to taking due the reaction.

The hotel is lactated at 3005 S Carrier Parkway. Grand Prairie, Texas

General Managers name is Lawanda Mosby

I appreciate your attention to this matter and look forward to hearing back from you.

LaQuilla Booker

This location in New Boston Tx allowed housekeeping to steal from me refused to do anything about it but call the police for what u ask lol on me for having the complaint I did a solid for them and called them myself they couldnt do anything but file a police report however I will be pressing charges and getting the money for my stay and legal fees thanks to their negligence would not run camera back or provide the housekeeper who carded in my room and walked out with my belongings after going through the bag it was in to obtain said items the manager is a joke terry she and the front desk associate were unprofessional and prejudice would not recommend save your money go down a little further for better quality and pricing

The manager of the Vinita, Oklahoma, Holiday Inn Express has been harassing, rude, offensive and absolutely childish in both demeanor in the way she has threatened myself an my wife with eviction over simply requestiing that no one be allowed to enter the room we both are living in at the moment. She allowed my father to enter my room on his demand.

She sent maint. men to inspect our room under the guise that something needed fixed. A board behind the headboard that is used to hang the headboard from the wall so that its free standing. He conducted the "needed" "repair" (according to her words because i have the entire conversation that i had recorded the audio of) during the evening and only on one head board of the two in my room.

I returned about 5 pm the evening of to find a three foot by two inch by one inch board still laying in the room he forgot leaning against the wall. I examined the room and my personal effects becasue it was obvious the maint. man did not visit my room because something was broken. He came to snoop an violate my fourth amendment rights.

If he had came to the room to repair something his focus would have been on his job an completing it in a satisfactory an tidy job. His concerns were obviously to investigate the contents of the room or he would have never left the one piece of wood he was sent to repair laying in the room. I took the wood bracket to the front desk an asked why it was laying in my room against the wall. The front desk employee had no explanation for why it was in there or who had been in the room.

I asked her what Holiday Inn Express policy was concerning identification of people gaining access to my room through the aquasition of key kards from the employees seeing as how i had obtained my last two coded keys by simply showing them the tattoo on my neck as identification. I was told by the desk employee that "Pictured state identification was the policy to obtain a key but that they were trained be good judges of character!" I went to bed that night and before i did i counted my wifes perscription medications an one narcotic in paticular the bottle had quite a few tablets missing. These medications never left the room ,my wife an i left the room the morning of said day, the medications tablet numbers counted fine before we left. I had a clue as to who may have taken from the bottle and promptly made my way to speak with the manager the next morning about my suspicions.

Before speaking i stowed a recorder on my person before i engaged her as to why she was allowing my father a key to room anytime he wanted to enter after we had left the Hotel for the day. That had right to expect no one enter my room unless i was present, that i had perscription medications that have been sampled by someone because my wife had taken her prescribed amount the morning before the tablets went missing. I told her that i understood that the hotel was not responsible for the medications itself but the were responsible as far has upholding my 4 amendment rights concerning the security of the room, who was allowed entry to room that myself an my wife keep personal property and medications in. I explained that i had the right to be secure in my room, papers, medications from unreasonable search and siezures unless a warrant was issued for the actions of the maint.

employee. That even though she had us checked in under my fathers name it did not diminish my appreciation of my civil rights or her responsibility to see that civil right upheld by herself as well as her employees. I told her i intended file a police report at wich point she began to get loud and angry. Telling me i had no right to expect any shred of privacy or security.

That she was going to contact the agency who had placed us in he Hotel as guest an have us evicted. We are staying in the hotel because our water lines busted during a cold snap here in Oklahoma as well as nearing new home construction that is taking place creating further need to be in a Hotel. She said that myself and my wife were homeless an if we knew better we would not be bothering her with our concerns of security and safety. She mentioned doing me a favor an securing entry for only my wife an myself in the future but that i should be ok wih what was happening to myself an my wife because she could throw me out for expecting such things.

I left the desk to visit my father in his room an while in the room the telephone rang. It was a front desk employee attemtping to lead me an my words in the direction that my wife was in our room. I thought it odd so immeadiately i walked the twenty feet from my fathers room to the front desk to find the manager and two emoloyees attempting to trespass my wife who had came down to get key to our room because the one she had was no longer programmed due to the fact the manager and employees were giving my father a third key every time he waned to enter my room exceeding the two card limit on the locks. They were laughing at her and telling her she needed to leave she wasnt my wife .

I had told them i had a wife but they never asked me her last name differs from my last in union as well as her picture identification wich she had to present. They immeadiately began to attack her an attempted to have her removed from the motel. I have every word said for the extent of the childish interaction recorded on audio as to prove what i am saying. Recently the manager instead of risking her words being recorded called me in the room an informed me that The state of Oklahoma has Covid Health regulations that superceed my 4th amendent rights.

That if i dont allow her cleaning staff in my room an that i vacate the room for them to enter every three days that she would place charges on me hundreds of dollars in cleaning fees because i would be breaking the law. THIS IS NOTHING BUT A DAMN BALD FACE LIE TO VIOLATE ME FURTHER AND I EXPECT IT TO STOP NOW.

I will be seeing an attorney and playing the converstaions for him. I expect you to set her straight not long after reading this as to the liability an litigation your facing that will most certainly stem from our recorded converstations.

The older Caucasian night clerk is nice nasty. She cuts me off and act unconcerned about my complaints as if it's not important and as if I should be okay with being locked out of my room daily.

She says it happens to everyone and the system is broken but a company such as yourself should make sure that your costumers have the best stay possible. I am disabled, and I try to get to my room fairly quickly due to pain from Standing and walking. I also have a heart condition and to have to come back downstairs for my key daily is totally unacceptable to me. It is also disheartening when my concerns are dismissed and falling on deaf ears.

I felt disrespected when I'm talked over as to hurry me to shut up and go on my way. No apologies. She stated she told other people that this supposedly happened too to just stop by the desk before you go upstairs. BUT this makes it worst, Why didn't I get that memo too if this is going to be an ongoing inconvenience ??

The first time she said, oh, you're the one in 214 that I was supposed to sign a paper at check in that didn't properly get signed, she didn't know why and gave me a new key with no mention of a system lock out. This is when I believed my room check in was switched from a week to daily. But I thought the problem was solved. I personally feel this is targeting as we may be here to meet workers that stay here often.

The kitchen lady asked my daughter, was she here hanging out. Who comes to a hotel to hang out?? Not me especially when I own a beautiful home and have a loving husband. My family has been her 4 days now and the staff is not friendly and look at you suspiciously as if you are here other than to stay.

My home is being renovated. 5000 square feet will take a week or more to complete. No one has come to even ask if we need any housekeeping or at least fresh towels, toilet paper, and take the trash my towels and bathroom stink from the dampness. We finally had to put the dirty linings and trash outside the door.

My husband and family chooses Holiday Inn Express as our personal choice when we go out of town, this is why we are a reward's member. It's just in my own city of Greenville, SC Hwy 153 the stay is not a pleasant experience for us. I am truly disappointed and feel a lot pre judged. Its only one younger clerk spoke and told my family to have a good day as I went to pick my boys up from school.

I asked for the corporate number, and I was told to find it on the internet. I have a large social media presence and I will be sharing my experience. We are paid up until Sunday, but I really don't want to stay here anymore. Thursday evening clerk was nice, she fixed my card.

The rude clerk kept entering my information in as a daily check-out from what the original clerk did. This would make the room key lock me out after exciting room. Once the clerk changed that checkout date back to the original date the key worked properly. Because of this I do believe that the other clerk did this to certain guess.

I no longer believe that it was something wrong with a system that this hotel chain could have resolved sooner. Also while going to eat breakfast. There was nothing stocked. The little food that was out there was old left out from the day before that should've been discarded.

We literally fixed old hard bread products to eat. When the guest started to complain to the front desk, the clerks came over and started to restock coffees, paper products, and throw out old food items and bring out fresh ones. This should've been done due to food safety protocols before it was ever opened to the public. It clearly was someone else's job, but they obviously wasn't there or did their job properly.

But the clerks on the last 2 days engaged me. They greeted me and the clerk listened to my concerns and fixed them unlike the rude older clerk that didn't want to hear nothing I had to say, obviously now that I know she kept logging me in as a daily checkout. When I checked in for a week.

My husband and family will never stay at this location again during the 2nd phase of our home remodel. It was already stressful enough without this extra drama.

This is for Holiday Inn Exspress at 1215 Zion Park Blvr Springdale Utah. Love this place for its beauty and charm .

Previous stay was perfect. First dissapointment we were notified at check in that the pool and spa were closed for renovation. The offer to use the one down the road at the Hampton Inn was just as di ssappointing. Small and cheezy and over crowded.

2nd dissapointment that the fire pit was malfunctions and inadvertently shutting off every few mins 3rd disappointed moment is when we were told parking was being charged at 10 dollars per day. All this should have been disclosed at booking.

Then the next morning we go to sit by one of the smaller fire pits and it was out of propane 4th dissapointment was while eating breakfast in the hotel dining area something mechanical was making a really annoying noise .Ike you were sitting on the tarmac at the airport.

On the good side the staff Chasidy and Carson were very nice and apologetic. We road three hrs and were expecting some overnight relaxation.

That didn't happen at the level it should/could be,especially for the price. Not sure if We'll book here again.

We called to book a room for a couple days for my mother, this was done on the fly and while with my mother as she stood outside in the rain with the fire engines on site at her apartment complex, so I did not have time to specifically research this particular sites restrictions prior to the call. Keep in mind this town has exactly 2 Hotels and I called this one straight away, we are in Rocky Mount, Virginia.

My 82-year-old mother and her little dog were displaced due to an apartment fire next to her unit this afternoon, we desperately needed accommodations for her and her tiny dog as her home had sustained significant water damage and no way she could stay there as a remediation team was due onsite and planning to be working thru the night. That tiny dog is her best friend and constant companion and the fact that an 82-year-old that does not drive is already under a huge amount of distress due to having her home damaged and being displaced, any person of any age would be hugely upset by the same events and this hits much harder on the elderly to be able to flex with such a sudden drastic change. I called Holiday Inn Rocky Mount to acquire a room for her and this little dog and they instantly said No(zero hesitation, zero reconsideration), they turned my sweet mom away even knowing the circumstances and the emergent need for accommodations because of this 9-pound dog. I was indeed shocked by this experience and the fact the staff instantly turned away our elderly population in need without even a moment of reconsideration.

There was no issue with payment or asking for anything free (had credit card in hand to pay over the phone), only the fact of allowing an 82-year-old woman and a small 9-pound dog to have a safe, warm, and dry place to stay in the current situation. Not one second was taken to give reconsideration or even discuss with management! Truly sad behavior for a company that shows on their website they are pet friendly and most especially in an area with very, very limited choices! I was able to book my mother into another Hotel locally (Baymont) and Red Cross booked her neighbor in a room there as well.

After all was semi settled and mom was tucked in at Baymont I was able to research on the specific web site for this Holiday Inn location and see a NO PET policy, but I still cannot fathom no Human decency or consideration of any exception under these circumstances. Very poorly handled and some degree of consideration should have happened under circumstances such as this for any person or family in a similar situation. I do not travel often anymore and am not a frequent Hotel Customer but most assuredly I will not seek out a Holiday Inn after this experience. As a company you should be ashamed of how this was handled (most especially for an elderly customer in need due to a fire) and revisit this policy Company wide and how it could be handled a bit better in the future.

Customer service and communication could have gone a long way to attempt to make this better even if it had the same end answer of No, a moment of thinking that management cared or would have given this reconsideration in emergent need would have even made us feel some degree better, sadly that did not happen.

Sincerely a former Holiday Inn customer,

T. Hudson

These people are ridiculous! Almost 2 years and I am still to get my $400 deposit back!

Worst company ever! They never gave me a penny of the two deposits they put a hold on my credit card for.Which was supposed to be returned and never was still to this day Almost 2 years later. Refundable, deposit my *** And here are some pictures to prove it with the transactions with the date and one showing the date I took the photo of my accounts transaction at almost a month later with no refund of the 2 $172 dollar a piece security deposits! And I got more that show the holds they put on my card but I gotta find them.

This is 100% true and I will keep fighting this crap till I get my freaking money back. That's almost half of $1000 dollars!

I don't have money like that to just let these people rob me. This isn't fair and it's illegal and most of all I don't *** deserve this!

THIS IS A FORMAL COMPLAINT.
This stay was booked by my husband, who is a frequent guest for a nine (9) day stay.
I will NOT recommend this IHG Hotel. Holiday Inn Express Tacoma WA 2102 South C Street Tacoma WA [(this hotel is not listed as a IHG hotel in this forum).

But I identified it in this complaint, with the hope that it reaches the right customer service group.]
>for lack of customer service, inappropriate housekeeping behavior and lack of cleanliness.
Our stay is booked for nine (9) days. Reservation # 2360****. My daughter went ahead to occupy the room, because my husband & I are driving up from CA to meet her.
1) Incident: Housekeeping ignored "Do not disturb" sign tagged on door *** Room 732
Date: September 22, 2023 Time: 6-7 pm
Nature: There is no provision for a room safe, that is common to most chain hotels. I have my luggage inside the room.
For safety measure, my daughter attached the hotel-provided sign "NOT READY Yet" on the door *** My daughter called, as I did.

We were told rudely by customer service that housekeeping did NOT see the sign and it was our mistake.
Additionally, having seen the housekeeping staff on the floor, my daughter verbally requested that Room 732 neither to be serviced nor entered.
Solution: NONE
2) Incident: Customer Service Staff headed by Sandra and supported by Luz & Valerie.
Date: September 22, 2023 between 6-7pm
Nature: I reported the incident above to customer service. The call was picked up by Valerie. She said that housekeeping did not make a mistake. There was no sign and the verbal conversation earlier (about leaving the room untouched) was not understood, because the cleaning crew neither spoke nor understood English.

Valerie then rudely proceeded to say, my daughter could leave and check out early, with no penalty and try accommodation elsewhere. I said is this the solution you have? I asked for her full name and she put me on hold. Sandra picked up and responded with halting English.

She volunteered to give a door tag, came up but the sign still says: "ROOM NOT READY yet" - She claimed that this is the current tag that the hotel uses, which signals to housekeeping to not enter or service the room. None of the staff volunteered the safety hold that the front desk provides as alternative measure to hold on to guest's important valuables.
Solution: Additional tag; but no outright recourse
3) Incident: COCKROACH in Bathroom Room 732
Date: September 22, 2023 Midnight
Nature: My daughter was really ready to sleep and call it a night. She intended to brush her teeth.She was greeted by a cockroach on the vanity ledge of the bathroom, when she opened the lights. The roach scurried and she amply killed it, took a photo and called the front/guest services.

she went down and showed the photo.
Solution: Blanca graciously apologized and switched her room from Room 732 to Room 838.
My daughter and I are deeply disappointed, disgusted by this IHG hotel: Holiday Inn Express Tacoma WA 2102 South C Street Tacoma WA. This place of respite is neither worth the money nor the accolades it receives.
Hotels are intended to be a place of rest.

An intermittent place for the weary. Holiday Inn Express Tacoma is not this kind of place.

My family went to Houston, Tx for the Houston Astros Collegiate Classic held on March 1,2, and 3 2024. We 7booked the Holiday Inn and Express on 3401 N Main, Houston, TX 77009.

We checked in after watching all of the baseball games on March 1, 2024. The time was about 10:30 PM. My wife was not feeling well but we decided to stay any way. On March 2, 2024 my wife was still not feeling well and decided to stay at the hotel in "our" room (313) while my daughter and I went to Minute Maid stadium to watch day 2 (3/2/24) college baseball games.

About 1 PM my calls and says that room 313 has lost power while the rest of the hotel still had power. She calls the front desk and clerk sends maintenance to fix the problem. They fixed it. My daughter and I finished watching the games and got back to the hotel about 11:00 PM.

Around 11:30 PM power in room 313 goes out again. We call the front desk and they said that they would try to fix it again but maintenance was not there. They could not fix it and said we could change rooms at around midnight. We said no because the AC was working, it would be too hard to pack in the dark, and the wife was not feeling well.

The front desk clerk said maintenance would fix it in the morning. About 8 AM the front desk clerk call maintenance man at his home to find out where the multi breaker for room 313 was. He told her and she fixed it the power problem. On 3/3/24 everything was good and were told the manager would be contacting us.

They would put a note on the manager's desk. The manager did not contact us. On 3/4/24 we checked out and we asked to talk to the manager. We were told the manager would contact us around 10:00 AM if we left our phone number.

The manager did not contact us. We called the manager around 11:30 AM. The manager took the call. We explained what had happened and he told us that because we did not agree to changing rooms at midnight that we did not try to "rectify" (his word) the problem.

We tried to "rectify" the the problem by contacting the front desk every time that the power went out in room 313 and going down to the front desk on the morning of 3//3/24. We asked for but not really expecting a rate reduction for the two times a multi breaker tripped. We did not get a rate reduction but we did get an unprofessional manager that does not contact guests that are paying to stay an his hotel without power with a sarcastic answer that we did not try to "rectify" a problem that was not ours to "rectify". I think that you should "rectify" the manager by putting a letter of reprimand in his employment folder.

Also, a reimbursement of some kind would be greatly appreciated. Please let me know if you are going to do anything about this problem so I can decide if I am going to be a future guest of Holiday Inn (but not at 3401 N Main, Houston, TX.

Michael Sutton

318-542-****

Folio No.

19588

Membership No. PC 45733****

Hi my name is kim godfrey..I reserved a room at the holiday inn express .Mezzio Randolph Ma..upon arrival thier rep was not professional..now I booked the roon with Expedia..her name was Jessica the price for 7days

A week amount was 1300..then notice it was only a shower, I have fibromygia and have to soak my legs for solution goes in the bath water..so I went back to explane my plight no more room with bath tubs he was with he chest out and twistees in his hair..also caught him talking about me to a coworker head of house keeping she confirmed it..yes he's talking about you..she told the truth..Ok I extended my stay do to my flare up..I put chair in shower their was no way I could stand without falling through the glass door that wasn't on the track correctly..there was mold and spiders.

So I extended my stay do to health issues of not being able to soak my legs properly.. when I extended it was at the location front desk..with the rude attendance so he would have me initial and sign..I ask why wasn't the price on this paper, representative explained he addresses everything upon check out.

I believe I have screen shot of document signed with no amount for stay. Long story short for that 2nd week total 2900 now I'm being robbed.. total of 15days first week 1300 2nd week booked at the desk with mr.unprofesional is 1300 .I owe 2,700 they différents is mine that had unlawfully taken from my banking institute. Amime guess she is the manager..had everything wrong..I didnt ask for a handicap room..I ask for standard room with shower and bath..she wouldn't listen saying 3party booking

Yess for 1 week extension was at the front desk of Holliday inn express..So I'm taking it to court..

Amime refusés to give me the name of the boy who intentionally not taken principals before personality

Their is no way I'm paying 4000 dollars for 15 days this has caused much stress and my fibromygia flare up so bad I've been unable to sleep pain being so great check in 9/21 check out 10/05.

PLEASE HELP ME TO RESOLVE THIS MATTER, FOR I BEEN TRYING TO GET RETROBUTION FRON THE TIME I LOOKED AT BANK STATEMENT..IF NOT GOING TO RESOLVE I WOULD NEED THE NAME OF BOY TO PROCEED.

ANY THING YOU CAN DO TO HELP IN THIS MATTER WOULD BE GREATLY APPRECIATED.. Thank You 617 987 **** Feel free to call me..

kimberlygodfrey3@***.com