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Holiday Inn
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1.6 279 Reviews

Holiday Inn Complaints Summary

44 Resolved
234 Unresolved
Our verdict: With Holiday Inn's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Holiday Inn reviews & complaints 279

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S
10:03 am EDT

Holiday Inn I was shocked by a bare wire in the hotel room.

Arrived July 5th 2019. Was unpluging a clock in the room to plug in my phone charger and was Shocked by the bare wires on the cord. With my hand still hurting I went down to let the front desk know what had happened. The young lady went to get the manager three times, and after 15 minutes she finially came out. She said oh, Im sorry and offered me a drink or a gift from the gift shop. That is not exceptable.
I have pics of the bare wire attached.
Room 257 was also damp, very humid, my shoes and clothes felt damp the entire weekend. I was very dissatisfied with the stay. I was there with the Derby City Boop club party.
If a child would have touched this, they could have been killed. I would have expected to at the very least, have the room charge removed.
Please let me know who else I need to contact to have this matter resolved.
Thank You
Sara Moore

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Update by Sara Moore0323
Jul 21, 2019 10:07 am EDT

Derby City Bop Club

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5:08 pm EDT
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Holiday Inn arrived at hemel hempstead holiday inn 12/07/19 to be told reservation had been cancelled despite received confirmation [protected]

12/07/19 arrived to be told that our booking had been cancelled because of unknown problem with the credit card I have used for years and am still using
The hotel had one room available for the Friday night but not at the rate booked and had no rooms left for the Saturday night
On the Saturday morning the staff found us a room at an alternative hotel again at a higher rate than the previous rate
We have used this hotel for around 10 years and are Gold Elite customers but had not been advised of any problem despite the email address and mobile being available

We had planned to use this hotel next month but we can't be sure this will re-occur
so need to know that steps are in place to prevent this and some kind of resolution offered

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4:56 pm EDT
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Holiday Inn trying to cancel reservation july 19,20. one room 2 beds. r1564215870

The plan was to bring my elderly mother [age 94!] to meet family in Peterborough July 19 and 20.
I chose the Holiday Inn in downtown Peterborough to provide easy access to shopping and the family event.

I am unable to keep this reservation. Plans changed.
I have spoken to the hotel, manager Vanessa. She gave me information to contact you. I have received a VISA bill $708.32 US funds.

Please cancel the reservation. Refund VISA $708.32 US; email me re my request asap.
Thank you

Jennifer Gearing [protected]

[protected]@cogeco.ca

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11:39 am EDT
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Holiday Inn holiday inn genoa city

Hello,

I wanted to re-cap the horrible experience we went through with one of your hotel locations: Holiday Inn Genoa City.

We had originally, and by accident, booked the wrong dates for my colleague Christine's stay. We accidently booked June 30 - July 4 … but had meant to book July 5 - July 6. I then emailed booking.com and Holiday Inn right away to explain what happened and to see if they could courteously extend to us the change/switch since it was an honest mistake.

Booking.com claimed there was nothing they could do and contacted the hotel. The hotel then said there was nothing they could do except change the reservation to new dates for the same amount of money. So we asked them to change the reservation to July 5 - 9 (to make sure Christine at least had a room).

When Christine got there … the reservation hadn't been switched to the correct dates and no one could find her reservation. They claimed they could only find a reservation for her with a check in of July 15…

Suffice to say, that we will no longer be booking Holiday Inn as an option for any of our employees because of this situation and lack of understanding/care from your hotel chains.

As a large hotel chain who deals with millions of people around the world, I find it very hard to believe that customers mean so little. It was an honest mistake, and I would really like for this situation to be re-reviewed and for the extra money for the nights we didn't stay to be reimbursed.

Booking.com Confirmation Number: [protected]

-Melanie

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10:25 am EDT

Holiday Inn Hotel reservations

I made a reservation for the holiday inn hotel in eureka missouri. My name is Samantha Matthews my email is [protected]@yahoo.com And my phone number is [protected]. I was over charged for my hotel room. I send them an email and they refunded my money. Then when I went to use my card the money was taken right back off. I need my refund I have kids to take care of. If you could contact me asap that would be great.

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1:49 pm EDT

Holiday Inn employment

I worked at the holiday inn express in lubbock texas... Management is bad... They favor people... When i quit they refused to give me my last check..held it for 5 days... They even put me on blacklist just cause i quit and didnt want to work with them anymore...they made fun of me as well... Im still waitint on the HR person to contact me...but they refuse to so i have no other choice but to sue... And they keep trying to contact me on social media...thats stalking...

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7:47 pm EDT

Holiday Inn manager and staff under influence

I watched cooks and managers stumbaling around can clearly see their on drugs. The manager was slurring and crying constantly. Her name was Denise and the cook was a female who was literally passing out . I never been more disopointted in a hotel. I watch them mistreat employees for things they didn't do. I will never stay at Richmond Indiana Holliday INN again and I will be calling the better business bureau. You should be ashamed of your business.

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6:39 pm EDT

Holiday Inn unauthorized fees added to our hotel bill

We were unknowingly redirected to CCI Res after putting in HamptonInn.com into the web browser. We booked the hotel at the rate of $99.34/night, plus tax. Additional charges of $82.84 were added as ".tax recovery and service fees" we did not authorize. I called their CS # in Manila, Philippines to be told they'd take off $19. I declined. I'm disputing these charges with my credit card company,

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9:39 pm EDT

Holiday Inn express southfield-detroit michigan

On 6/12/19 my husband, son, grandaughter & myself checked into the Holiday Inn Express in Southfield-Detroit, MI. Our room was supposed to be a suite, but I don't think that it was ready for use. First, the toilet would not flush...maintainence did repair it quickly. The toilet seat did not fit the toilet & wobbled. A GFI electrical outlet in the bathroom was broken & did not work. We were going to use the microwave & the electrical outlet it was connected to did not work. We tried another & it didn't work either. Our son carried the microwave to another outlet in another room & it worked. We found out the next morning that the refrigerator didn't work either. It was plugged in but I am guessing that the electric outlet didn't work for it. The pool was under renovation so that couldn't be used. With all these problems, the room should never have been used. We were charged $164.99 + 9.90 State Tax + 5.77 Occupancy Tax for a total of $180.66 for one night. That was quite expensive for what we received...rather disappointing. I think you should consider a refund or partial refund to us. I have tried to scan & attach a copy of our bill with no success.
The name was Mrs Rebecca Uehlein
112 Coronado Ct
Elyria, OH 44035
Membership No. PC [protected]

Room No. 305
Arrival 6/12/19
Departure 6/13/19
Conf. No. [protected]
Rate Code IGCOR

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Laurie Opdyke
, US
Jul 28, 2019 1:08 am EDT

I went into the restaurant steak in shake in elyria with my family and one of us had a compliment about the food so I tried to reason according so no one got in trouble however the manger didnt see things the best way she start blaming us for the shakes being melted before we got them. this was earlier this week and I made sure I got the mangers name Sierra Tisler. Normally I wouldn't complain but this daughters birthday dinner and she was awfully upset after this evening when we left I saw her working behind the grill and I'm no professional in the food industry but I can say that I'm pretty certain her working with customers food that they pay good money for she should be wearing a hair net. my overall review was awful and the server was a sweetheart manger however could use more training if I'm being honest. I dont see myself coming back.

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4:50 pm EDT

Holiday Inn company

To Whom It May Concern;

I recently booked a room for three nights at the Holiday Inn Express & Suites in Cartersville, Georgia, USA, Confirmation [protected] for June 3rd check in, and June 6th check out.

I was unable to complete my travel to the United States this week, and called to cancel my reservation, and was told I could not, that I would be charged the amount, $319.81 USD.

I called the complaint line to see if I could at least get a credit, and they told me that is was not possible.

I am very dissapointed, considering I am a Platinum Elite Member, [protected].

I try to utilize the Holiday Inn with my travels across Canada, the USA and Mexico over the last 20 years.

I use the Holiday Inn at least 15 to 20 weeks per year.

I believe I will now look to another hotel chain if I cannot at least be given some future credit towards a future stay.

I can be reached at my on file email, [protected]@gmail.com, or my cell phone at [protected].

Regards from a very disappointed Customer!

Aaron Weston

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6:47 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Holiday Inn receipt of previous stay

I called 5/21/2019 at 3pm PST at customer service for the South San Francisco location. All I want are the receipts of my stay on 4/3/19-4/5/19. The first person who answered pretended she couldn't hear me, when everyone else can. She was the third person I talked to since it took that many transfers. She hung up on me. The second time I called, after getting my name, phone number and email address, she hung up on me also. Then i called customer care again and spoke with Cathy, she also hung up on me. When asked to speak with the manager, I was placed on hold for 30 mins. Then I called the front desk again, and when I asked to speak with the manager, I was placed on another 30 min. hold.
Both front desk personnel, one who pretended not to hear me, was very ghetto. No professionalism. The second had an asian accent and neither one wanted to provide their names. I will NEVER stay at a holiday inn again!

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9:55 pm EDT

Holiday Inn rate charged for five night stay

I am an IHG Gold Reward Club member, number PC [protected]. I checked out of the Holiday Inn Sacramento Rancho Cordova, located at 11269 Point East Drive, Rancho Cordova, CA 95742, this morning, concluding a five-night stay, confirmation number [protected]. I have stayed in the same hotel in room 205 for five days each month since January. I plan to travel to Sacramento for months to come, have reservations for June, and had planned to stay at the same place.

My bill today was for $115 per night, which would require me to pay out of pocket $100 for the five nights. I requested the State of California's usual rate of $95 per night for hotels in Sacramento County.

The desk clerk was adjusting my bill when Mr. Michael Halton, the Manager, curtly informed me that my bill could not be adjusted for various, changing reasons. I felt that he could have resolved the issue and given better customer service, yet he did not.

I request a refund of $100 plus the associated Occupancy Tax and Tourism fee. Please contact me at [protected] or [protected]@yahoo.com for details.

Thank you for your consideration in resolving this matter expeditiously.

Sincerely, Tina Chiginsky Lawrence

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9:59 am EDT

Holiday Inn fire safety/ exit doors did not have handles to let us out of the building

I am contacting you about my stay this past weekend at your Holiday Inn at 4500 Harry Hines Boulevard in Dallas. The purpose of the trip was for me to chaperone a group of high school students to an FCCLA convention nearby. At 6:50 on the morning of Friday, April 5th, my students and I headed from our rooms on the 2nd floor to the elevators to catch the shuttle bus downstairs. However, the elevators would not stop at our floor- we found out later that 2 of the three were not working. We then tried to descend by using the staircase, but the doors did not have handles to let us out of the staircase. Concerned both for my students' safety as well as our being able to make our conference meeting on time, we returned to my room and I called the front desk. They instructed me to go down the stairs and assured me they would have someone at the exit door that would let us out. Although we finally made it to our shuttle, we were late to our conference, but even more, I felt unsafe staying with my students in a hotel with such deplorable safety standards.

Upon return to work, I checked with fire personnel and my superintendent to make sure I was correct in thinking that hotels were required to have easily accessible staircases for customers to use in the case of emergency, and all were horrified by the legalities of what I described. Although I spoke to your desk about this, they told me there were no knobs on the stairway doors for "safety reasons". Therefore, I am contacting you. Our district will no longer be booking reservations at any of your hotel locations until this situation at your Dallas location has been rectified- we will not put our students in such unsafe lodgings. In addition, I would expect our bookings at your hotel to be reimbursed- I would not have booked rooms at your location if I had known we would be staying in a hotel that did not meet basic safety codes.

It is my hope that I hear back from you within the next few days and that you are able to both rectify the unsafe conditions at your Dallas location and reimburse us in full for our time at your hotel.

With concern-

Gena Inmon

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3:12 pm EDT

Holiday Inn laundry

I tried the laundry machines on 3 floors and none of the card readers would work on any of the machines with either of my credit cards (whether inserted, tapped or swiped). What is the point of having card readers on machines if they don't work? With having to go down to the store to purchase laundry detergent plus this, an hour and a half of valuable time has been wasted. I only just now got the load in by using quarters. They didn't have any quarters at the front desk so I had to make a $20 ATM withdrawal in the lobby so they could make change. That transaction cost me $3.50. I hope you will reimburse this. Now its lunchtime and instead of being able to go out and eat, I have wait around to switch clothes from washer to dryer (and then wait for them to dry). I wont be able to get out for lunch for another hour at least.

Lawrence Forbes

[protected]@shaw. ca

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11:04 am EDT

Holiday Inn stolen property

To whom it may concern, Holiday Inn Express Amsterdam Sloterdijk, Amsterdam.
My name is Ida Sumpter, I was a guest at your hotel on January 14-20, 2019, my room number was 722. I had a incident at your Hotel as to where I had money stolen from my room in the amount of $80.00. I had file a police report on January 19, 2019 as suggested by the Manager at the time of my complaint. My concern is this, I have not heard from Holiday Inn Express Amsterdam, or any one from the hotel management team regarding my complaint and/or its resolutions. I would appreciate if someone will address the situation that I am having so that my case my be resolve.
As I was expecting to have a beautiful non-complicate vacation only to find things missing from my belonging. After I return home I also notice that mortin's that I travel with for my back pain if needed was missing. I am really disappointed in Holiday Inn for not addressing my situation.

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10:49 am EDT

Holiday Inn reservation block/sales manager (ms. jessica wagner), cheyenne, wy

I am writing to you to let you know how very disappointed I am in the service (actually NON-SERVICE) I received from the Management and Sales Manager, Ms. Jessica Wagner, at the Holiday Inn Express & Suites in Cheyenne, Wyoming. I was hoping to reserve a block of rooms for an upcoming wedding in June. I initially called the hotel in mid-January and was told that Ms. Wagner was out of the office and was asked to send her an email. I immediately sent the email which was responded to and we set up a time for a phone call to discuss the details of the block. On the day of the appointment, I called and was told Ms. Wagner was not available and was once again instructed to contact her via email. I asked if they would please take my name and phone number as I had an appointment with Ms. Wagner and ask her to please call. Never received a return phone call but did receive an email apologizing with the excuse that she had been in and out of the office with a cold. We rescheduled a new meeting for Friday, 2/22/19 @ 11:30. I called the hotel @ 11:25 am and was told that Ms. Wagner had just left and would return shortly. I explained to the front desk clerk that I had a meeting scheduled. The clerk did say that Ms. Wagner knew she had the appointment and would return shortly and would return my call. I called 2 additional times that day and was given a different excuse each time I called. I called again on Monday, 2/25/19 and sent an email. Called again 3 additional times that week followed by 3 additional emails with no response. I called again on Monday, 3/4/19 and asked for Ms. Wagner, once again I was told she was not in the office but that I could leave a message, I asked to speak with the Manager and was told that he only worked at night and was asked to call back. I explained my frustrations to the clerk, who did apologize for the inconvenience and assured me that she would have the manager return my call that evening. AGAIN, no call was returned. At this point I had to make alternate arrangements and go to another hotel. I am a Holiday Inn member and cannot even begin to tell you how extremely disappointed I am in the service (non-service and actually rude) I received from your hotel in Cheyenne, WY and Ms. Jessica Wagner. I had hoped to give your hotel in Cheyenne at least 60 reservations for the 6/1/2019 weekend, but apparently customer service and filling up the hotel is not something this hotel's management is concerned with.

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1:08 pm EST

Holiday Inn inconsiderate manager

Mon Jan 28th, stopped in to apply for a job, manager Andy wanted me to stay and train, on the spot! I saidf no, came back next day to train and work front desk rest of week. Mon, Feb 4th worked alone at front desk, instructed (by Andy) to come back at 4 p.m., Tues and Wed for afternoon shift training. Sometime Tues Andy phoned, told me NOT to come in Tues/Wed, arrive on Thurs a.m. for breakfast training. Trained Thurs & Fri, told to come back on Mon, work alone, all would be fine. Sat, Feb 9th, another employee, Casey, left phone msge that Any cancelled my sched for the following week. I called Andy, who was out of town, asked what happened - all he would say was "we'll talk next week" and I said no, I need a job, what's going on - finally he stated my training was too slow! 2 wks later, multiple visits, I finally got paid

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11:52 am EST

Holiday Inn front desk clerk

I stayed at the hotel February 2 & 3 2019. While parked in the parking lot overnight my vehicle was struck in the lot by a departing guests. Apparently the departing guest did stop and left minimal information. When I asked the clerk t the desk she stated that she had no knowledge of the incident or of anyone leaving information. The accident was on video in addition. I talked the the clerk several times and she played dumb. Even when I told her another guest saw the accident and knew the driver went to the front desk. It wasn't until the Fort Myers PD arrived that she admitted to have knowledge of the accident. Had she been truthful most of a anxiety could have been avoided. She finally stated that it was a company policy.
This is in addition to no regular coffee in the room and no refill of plastic cups in the bathroom. Also, previously used coffee cups were not disposed of.

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9:42 am EST

Holiday Inn unauthorized credit card charges

I have requested a refund earlier in january after I found 2 charges to my corporate credit card for $184.70 totalling $369.40 from rooms being used on december 30, 2018. I called to get this fixed and still am waiting for resolution. I did have a guest stay on dec 19 2018, chelsea oslund that I sent in a credit card authorization for. This guest is the only guest that I approved to stay under my credit card on december 19th 2018. The gentleman helping me on this said the charges to my card from december 30th was from a guest that did not have my name or that of chelsea oslund. He was to credit my account and that has not been done. The charges are still appearing on my expense report statement. I need these charges reversed and documentation that this has been completed. My email address is [protected]@redrobin.com. My phone number is [protected]. Be aware that I think the turnaround on this has been exceptionally unacceptable and I expect resolution by the end of the day.

Emily drane

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11:18 am EST

Holiday Inn handicap access and owner attitude / denial

My reservation was made through a third party for Jan. 19-21, two nights at Holiday Inn Boca North. I booked two double beds.

1) Approximately a week before I called to see if we could get a room with a walk-in shower for my 93 year old mother, rather than a step-over tub.
Desk clerk said he could request this, also that there are handicap rooms. He could not say that room X with Y facilities is available or not.

He should have had information on available rooms and reserved us one that met the access needs, or been able to tell us no such room is available.

2) We arrived at 7 p.m. Jan. 19 and he said the hotel is full (his information system could tell him that, apparently) and that no step-in shower rooms are available. He could put us in a handicap room, with queen and a pull-out sofa. We accepted. Upon seeing the room this was discovered:

a. The slightest moisture on the floor from shoes made the floor more than dance-floor slippery. Handicapped room or any room makes this a potential problem.
b. The bathtub was a normal tub requiring step-over; bath towels rack on the opposite end of the room. We did a test entry into the tub and with shoes on it was possible but difficult for my mother.

These are some horrendous architectural and materials issues. The owner would later claim the facility is ADA compliant. We shall see.

3) Upon folding out the couch to sleep on, I removed two french fries that were under the cushions, found no pillows or blanket for the couch. I took two of the four pillows from the queen bed and called the desk for a blanket to be brought. This is not a Holiday Inn Express but there was a lone person who could not leave the desk and told me I could come down and get it. What if a handicapped traveler was traveling alone? We went to the restaurant/lounge two hours before closing. A single individual worked the bar and the tables. It took an understandable delay to place orders. Receiving two burgers took nearly a half hour.

Obviously staffing is a management issue. There was a full house and a skeleton staff. Cleanliness is generally good but the couch was ignored. A walk up to deliver the blanket would have lasted 90 seconds round trip. Service is lacking.

4) I tried the tub. Water was quickly ankle deep; the surface was slippery for a healthy person. I wasn't going to let my mother use this tub and went to find the manager. The desk clerk told me we were not in a handicap access room after all. Before I left, the drain took 7 1/2 minutes to clear the tub after my 5-minute shower.

This is another set of facilities issues, again in a handicapped room -- or was it? Stay tuned.

5) The man identified as the owner named Ryan arrived and I began telling him the chronology in reverse order. As did the clerks, he defaulted to the immediate response that we ordered our room through a third-party and added that we would need to buy and bring our own no-slip mat for the shower. At this point I told him I wanted to record the conversation because the list was growing. He objected. I said I would take notes. He first said "whatever, " then He walked out, said I threatened him and we were done. I repeated that I had told him I would take notes. As I sat in the chair waiting for him to return I again reiterated I had said I would take notes. He told the clerk to call Boca PD. He left the area. I went to the clerk and asked what can you do about a slippery tub that doesn't drain.He was saying there were no walk-in shower rooms available and repeated that room 449 was not a handicap-access room. The owner returned and heard this and said it is so. He added that the hotel is ADA compliant in full. Meanwhile the clerk finds a handicap access room with a walk-in gateway to the tub was coming available that day.

At that moment a man waiting at the desk said he was the guy leaving that room (he wanted another but it was the last to go when he arrived at 11 p.m. the night before. Now follow this. We arrived at 8 and got the room with the regular tub. He wanted a transfer to a regular room. He showed me his room and we accepted it BUT: The evening before the clerk told me on the phone nothing could be done about the full tub in our so-called accessible room. He apparently had no knowledge of facilities in the inn.

Back to an earlier point: There is no awareness of facilities by staff and no access to room information for them to utilize and serve their customers. The owner is hyper-defensive and easily unhinged. I am not known to be undiplomatic unless it is by someone whose ears emit interference to what is actually said. It is doubtful he should be in the "hospitality" industry.

6) The new room 301 has several other features lacking in the first room making it obvious the first room is not fully accessible and the owner's word is suspect. The first lacked the lower closet hanger bar and adjustable shower head height.

7) I am a Holiday Inn guy and IHG Rewards Customer. This place has all the plastic and exterior trappings that are the stuff of Boca Raton but not the stuff of a good Holiday Inn.

I understand that chain affiliation comes with some standards and it need to be more than clean lobbies and shiny doorknobs. There is management failure in temperament, training of staff, and access to information. I'm sure you have seen food and lodging businesses with classy pretensions that fail to deliver. This is one of them.

See photos below. Note the owner considers both rooms accessible to handicapped people

Bob Datz

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Holiday Inn In-depth Review

Location and Accessibility: The Holiday Inn is conveniently located near major attractions, transportation hubs, and amenities, making it easy for guests to explore the area. The hotel also ensures accessibility for individuals with disabilities or special needs.

Accommodation and Room Quality: The Holiday Inn offers a variety of room types, including standard rooms and suites, each with their own unique features. The rooms are known for their cleanliness, comfort, and overall quality. Amenities such as Wi-Fi, TV, and minibar are provided to enhance the guest experience.

Customer Service and Staff: The staff at the Holiday Inn are friendly, professional, and responsive. The check-in and check-out processes are efficient, and staff members are always ready to assist guests during their stay.

Dining Options and Food Quality: The hotel offers a variety of on-site dining options, including restaurants, bars, and room service. The food served is known for its taste, presentation, and freshness. The hotel also accommodates dietary restrictions or special requests.

Facilities and Amenities: The Holiday Inn provides a range of facilities and amenities for guests to enjoy. This includes fitness centers, swimming pools, spas, and other recreational facilities. The hotel also offers business services and meeting/conference spaces. Additional amenities such as parking, laundry services, and concierge are provided for convenience.

Value for Money: The pricing at the Holiday Inn is reasonable in relation to the quality of accommodation and services provided. The hotel may also offer special offers, discounts, or loyalty programs to enhance the value for money. The pricing is transparent, with no hidden fees.

Overall Experience and Customer Satisfaction: Guests have an overall positive impression and satisfaction with their stay at the Holiday Inn. The hotel strives to provide exceptional experiences, while also taking feedback for areas of improvement. Guests are likely to recommend the hotel to others.

Safety and Security: The Holiday Inn prioritizes guest safety and security. The hotel has measures in place, including the presence of security personnel and surveillance systems. The staff is trained to respond effectively to emergencies or incidents.

Sustainability and Environmental Initiatives: The hotel takes efforts to reduce its environmental impact through energy conservation and waste management practices. The Holiday Inn may also participate in sustainable practices or hold certifications such as LEED certification. The hotel promotes local culture, community engagement, and supports local businesses.

Online Booking and Customer Support: The hotel's website for booking accommodations is user-friendly and reliable. Customer support channels such as phone, email, and live chat are available for guests. The customer support team is responsive and effective in addressing queries or issues.

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