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Holiday Inn Expressbad business practice

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On Tuesday, June 2, 2017 my wife and I were traveling from Phoenix, Arizona to Birmingham, Alabama. Late in the evening we stopped at the Holiday Inn Express in Van Horn, Texas. I requested a non-smoking room for two adults. We were given a room for one night and was quoted a price of $85. (Plus tax I presumed). The accommodations and service were very good. The next morning we checked out.See the Top 10 Worst Companies in Van Horn, TX (about 8AM) I was given a receipt and signed the motel's copy and put my copy in my pocket without checking the charges. Down the road my wife asked to see the receipt. After reading it she remarked that I had told her that the charge was $85. But that the receipt indicated that my credit card had been charged $107.

I accept my failure in trusting Holiday Inn and not checking the receipt. However, I also feel that it is bad business to quote a customer one price and then charge his credit card a higher price the next day. You have lost a customer.

Billy Lee Easley

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Comments

  • Jd
      Aug 31, 2007
    Holiday Inn Express - poor service!
    United States

    As has been noted by others, Holiday Inn's reservation policy is not friendly to business travelers. Despite attempting to cancel my reservation well in advance they refused to let me do so. Not only that but the customer service person was rude. Eventually a manager promised I could move my reservation to a later time with the hope that another employee of my company could use it. Now, of course, that employee is told by the Holiday Inn that he can't use the reservation.
    I will never stay at Holiday Inn Express again.

    0 Votes
  • Se
      Nov 23, 2008
    Holiday Inn Express - foul language!
    Holiday Inn Express
    Wapakoneta
    Ohio
    United States
    Phone: [protected]

    I was received by the woman attending the front desk, She seemed very friendly and Helpful! I asked for a specific room when I made my reservation and was promised that room was set for me, mind you I made my reservation a month in advance. As soon as I asked for confirmation of that room she Immediatly soured and told me that rooms were not promised to guests. I told here that if that was so then the woman on the phone who took my reservations should have told me so and she looked and found that she was the woman who took my reservation. No appology was given. I asked her if they had a fitness room, she sighed and said no but they gave out passed to the local ymca if i needed it. I signed my papers and asked if they had an elevator because I had hip sugery three months earlier and she said no they did not, no appology. Then I asked her for a room on the bottom floor and she said that the only room that they had was a suite and that since I was a gold priority member I could not receive that room as an upgrade until I was platinum. I never asked for an upgrade. I asked her if there was anyone who could help me with my luggage and she said there was no one on duty and that she could not leave her post. She was very rude to me, had no compassion to my condition, and never corrected her mistakes. I asked her for a business card for reference. The woman who checked me in was the guest service manager Mrs. Ward. This is how management treats their customers it is shameful I will never stay with them again and I am not recommending them to any of my associates.

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  • Se
      Nov 30, 2008

    Because there is no place else for me to stay in the area where i work i stay at the holiday inn express on a very regular basis, the woman you speak of is lorita ward she has been there for a long time, she is always making racist comments about me and some of the men i work with, she is a very awful person and she does promise you a room when she makes the reservations then when you get there she tells you she moves you to other rooms or maybe its just me and some of the people i work with since she called me a "dirty arab" when she thought i was gone from the lobby even though i am from india originally, this shows how intelligent she is.

    0 Votes
  • Ga
      Mar 18, 2009
    Holiday Inn Express - broken shower-phone
    Holiday Inn Express
    United States

    Stayed the night before in a Holiday Inn Express in Boulder, great place, service. This hotel in Denver though is TERRIBLE! I went to take a shower and the faucet wouldn't work. When I went to call the front desk, the phone wasn't connected and the wires frayed on the plug end. Had to rush to make business flight so there was no time to fix. Clerk said that only the general manager could "comp room". So much for "Hospitality Promise"--what a joke. Marisa Carrera, the Manager would not return multiple calls, it's been a 3 weeks. There are plenty of places to stay in that area at the same price. Avoid this one save yourself a headache.

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  • Fo
      May 02, 2009

    As a Business Man, you SHOULD know that their is "No Such Thing As a Free Meal." That being said, all cancellations should be done before 6pm of the actual date of the reservation. You are holding a room, and if you don't have any expectation on arriving, the hotel just lost revenue for that room that could have been given to someone else who was willing to be there and pay where you did not. Therefore, Holiday Inn Express as well as other Hotel Business charge those who do not cancel on time, due to the unpredictability of whether they will sell or not sell the room you have not occupied. If you are unsure of the cancellation policies ask the hotel, I'm sure they will be glad to help you. What's so hard about actually being responsible and calling on time to cancel a room? If you were unsure that you were going to arrive you could have picked the method of payment cash and have it as a non-granted reservation. The only downfall of that is that when you create a non-guaranteed cash reservation that some hotel cancel at a ceartin time, but you can be assured that your credit would not be charged!

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  • Dl
      Jul 10, 2009

    $85 is the room rate ### not the total.

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  • No
      Jul 12, 2009

    That is very well said, I completely agree

    0 Votes
  • Wb
      Aug 16, 2009

    To the Complaintant and Commentor: I stay at this HIE several times a year and find this to be one of the nicest HIE in the US.
    Complaintant: Did you talk to a Mgr or anyone at that hotel about this situation before you left? Can't imagine they would have let this slide. The staff including the lady you have named has always been nothing but professional and kind. Is there a possibility another employee could have been who you dealt with, but gave you this persons B/card? I know both the Mgr and GSM have their B/Cards on the counter.
    Commentor: Did you ever speak to the Mgr or anyone about what you think you heard? You made some pretty accusatory statements. Again, knowing this hotel, I can't imagine them not dealing with this. As for her being "racist, " I've never seen or heard any such comments from her or any of the staff there. I have had several occasions where I witnessed her interaction with guests from several countries and even those from India. She has always been very kind, made extra effort to communicate and totally respectful. I don't think she talks to herself. Isn't it possible another person came up to talk to her and made these comments? Are you sure the coversation you "heard" was about you?
    For both of you: If you did nothing to call attention to these incidents at the time of occurrence, did nothing to give the Mgr or HIE a chance to take care of the situation, I feel it is a pretty "cheap shot" to put a persons name and location on a web-site to blackball them and the hotel.
    As for not getting the room you wanted. If you travel much at all, you have learned that a room type is a "request" there is no guarantee. I know this lady and whole staff bend over backward to give a guest everything they ask for and always more.
    To anyone reading this, HIE in WAPAKONETA, OH is a super great place to stay!

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  • Ti
      Oct 04, 2009

    I would have to agree with the previous statement. If the GSM is rude and racist you need to inform her manager. Hotels cannot fix problems they are not aware of.

    0 Votes
  • Ti
      Oct 04, 2009

    Accomodation prices do not have taxes included. Does Walmart display prices including tax for its merchandise?

    0 Votes
  • Ti
      Oct 04, 2009

    Does no one read what they are signing for. Or listen when their making reservations?

    0 Votes
  • Th
      Aug 11, 2010
    Holiday Inn Express - horrible service
    Holiday Inn Express
    United States

    I made a reservation for my 7 year old daughter's birthday party 5 days in advance. We got to the hotel at 2 PM, and the desk clerk couldn't find our reservation. He finally did and they booked us for the following day. We had a first floor reservation reserved so that the kids would have great access to the pool. They didn't have any clean rooms yet. and we ended up sitting with all of our party food in the dining room for 2 hours before I decided to finally take my business elsewhere. Not once did they attempt to resolve the unclean room for us. I find this to be some of the worst customer service I've ever experienced.

    0 Votes
  • Sc
      Jan 06, 2011
    Holiday Inn Express - bad service
    Holiday Inn Express
    United States

    The fat desk clerk was impolite and there is industrial fence only a few feet from the front door. You couldn't open the shades without having to look at it. I'm surprised that is allowed.

    0 Votes
  • Je
      Jun 23, 2011
    Holiday Inn Express - priority club rewards
    United States

    Do not book rooms from holiday inn express. I booked an advanced reservation for $79.00 a night for 2 nights. One week later, I checked the prices and now it's at $59.00 a night. After calling holiday inn express and the priority club rewards, I was told I was locked in and they couldn't help me. So, I have to pay $20.00 extra a night. They wouldn't even upgrade the room for me.

    0 Votes
  • Mi
      Aug 16, 2011
    Holiday Inn Express - refuse to pay employees
    holiday inn express
    lafeyette street
    stlouis
    Missouri
    United States
    Phone: [protected]

    i worked for holiday inn express in st.louis for a month, be fore i was payed and now i was forced to quit becaues they wanted me to use my own personal vehicle to do work at the hotel, and now they refuse to pay me for the two weeks they held back when i started and my final days when i quit.and this has been going on for quite some time, i have copys of my time sheet, because the time clock was not operating at the time .

    0 Votes
  • Th
      Sep 13, 2011

    The Holiday Inn Express breakfast in Branson is a joke. The rolls, bangels etc. taste like they bought them at a day old place. The coffee was undrinkable, no coffee taste whatsoever, never had dishwater but it probably tasted like that. Complimentary breakfast it wasn't. If you just want cereal it's the place to go. If you want your meal fresh don't go here.

    0 Votes
  • Ed
      Jan 10, 2012
    Holiday Inn Express - a female manager was having a relationship with a male housekeeper
    Holiday Inn Express
    United States

    A female manager was having a relationship with a male housekeeper. She was caught by another housekeeper getting into a customer's car and it looked like they were kissing and when she got out of his car they were holding hands.She only picks housekeepers that she likes to work more hours than some and gives the excuse that the reason is work is slow and they live too far away to come in for only a couple of hours. She didn't deny sleeping with other people.

    0 Votes
  • Ch
      Feb 02, 2012
    Holiday Inn Express - stephanie caused me to lose my job
    Holiday Inn Express
    Absecon
    New Jersey
    United States

    “Ghost” clerk wrote horrific letter to man’s job and got him fired… “

    Don't you think that if you are going to write a nasty, terrible letter to one of your guests companies about them that you would get the right name with the right person who you are talking about? Because of this exact scenario, a man lost his job. When Stephanie wrote a letter to the company for whom this man worked, she inadvertently switched the names of the two men she was complaining about here and there in the letter, therefore getting the wrong man fired.
    Stephanie, get the names right the next time you are having a bad day instead of guessing who is who...better yet, look at your camera footage!!! Oh, but I guess you would of had to be there on both occasions to know what really happened. The gentleman that waited on the two men was extremely nice!!! Poor guy - good luck extremely nice guy!!
    Jobs are hard to come by these days and if you would have taken the time to get your story straight, the right man would still have his job and the other man who didn't have the guts to admit it was him would have had plane tickets home handed to him at the same time he was dismissed – VERY UNFAIR :(

    UPDATE!! Stephanie threatened the “Nice Guy” that if he told what really happened, he would be let go from his job!!! I don’t blame “Nice Guy”. We all need jobs!!

    0 Votes
  • Ma
      May 17, 2012
    Holiday Inn Express - wrongeful firing
    Libery Busch Gardens
    2807 Busch Blvd.
    Tampa
    Florida
    United States
    Phone: [protected]

    What I would like to say is that, I mayra alamo worked @ this holiday inn from nov.2017 up until 2017. My job was kitchen manager making sure breakfast was out on time not to mention breakfast area nice and clean at all times making orders for food and every thing running as it should I was doing my job, and on time every morning, i'm also team player helping out with anything in any other department. Until a new manager came in, mr. Cornellious whom came to be the new hotel manager in august 2017 he was making great changes, with a few exceptions, long story short I know that I was taking care of my department as best I could and I got nothing but goood compliments from mr. Cornellious him self and lots of good compliments from the guess. I had seen people that worked there for years getting fired. Also a front desk agent name kamilea scott whom also became to be the front deak asst. Manager. She and ms. Twyla the housekeeping supervisor where very close she let ms. Twyla know of all the crooked stuff that mr. Cornelious has been up too, I heard mentioned by a co-worer that he had intentions of firing some employees coming the new year. I knew I was gonna be next because I was due for a raise and he was making it difficult from the begining to give it to me. So long story short I got fired on feb. 2017 all because quote n quote I had (heresay) said to an employee that I have not gtton my raise. Witch that was a lie. When I got fired I never got an offical meeting, just got fired on the spot. Again for someone saying that I said I have not gotton my raise, witch I never said that so my thing is with this whole consept is this company sucks to work for, they don't really give a rats # about no one ihg sucks big time!!! And not to mention that ms. Twyla got fired also but the thing is there is a lot of documentation on mr. Cornelious stealing from the company thanks to ms. Scott. Whooo hooo hoping this gets read by the right people.!!!

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  • Ad
      Feb 06, 2013

    They are soooo creative. I thought that they just steal deposits

    0 Votes
  • Ja
      Sep 06, 2015

    I want to report some very shabby and unethical treatment we received at the Holliday Inn Express in Fairmont, just off I-79 at Ext 133. Arriving to check in, Sept.5, we were told that our reservation had been cancelled the day before., What kind of dodo cancels a reservation and then drives more than 3 hours to get there. Somebody with my name and confirmation called from a iphone app. and cancelled it. I believe someone at the hotel with that information pulled a fast one on us. It would be easy to find who had the reservation, because they booked the day before. Everything was booked within an hours drive for the WVU football game. Here we are, three old women being forced to drive back to Charleston, WV after a night game .I believe it was done by one of the hotel's employees. That person was looking out for a friend or accepted a bribe. I would appreciate someone in authority investigating this and firing the culprit. Of course I will never book a Holiday Inn Express anywhere in this country. I can never trust a reservation again. Janice Stowers at [protected].

    0 Votes

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