Holiday Inn

Reserved 1 non-smoking room for 2 nights (10/15-16/2021) from a block of rooms reserved for our wedding party (Group Code KL3, Conf. No. [protected], Holiday Inn, Charlottesville-Monticello, VA, USA)

Arrived afternoon of 10/15 and met wife's son from Texas, whom I hadn't seen for 2 years due to COVID, in the parking lot where we learned hotel was totally booked due in part to UVA Homecoming. Son and his friend, both tall guys, had both reserved King rooms but were told they only had Queens available. So much for honoring their reservations.

Checked in and went to our room. Thought I smelled cigarette smoke when I entered but assumed it must have been from someone from housekeeping that smoked as all rooms at facility are non-smoking. However, after unpacking something flicked across the carpet as I was walking. Looked down and discovered it was a cigarette butt! Now it was obvious that someone had recently smoked in the room and the IHG Clean Promise was worthless. My wife took a photo of the butt and then took it down the hall to put in the housekeeper cart trash. She also found a stain in the bathroom that looked like dried blood. Housekeeper said our room obviously had not been adequately cleaned but that she had a special spray to eliminate the cigarette odor. After awhile housekeeping knocked on the door and came in to spray the room. She was wearing a mask but had it pulled down under her chin! I guess they're instructed to wear masks, but not how. Thought she would spray the entire carpet but instead briefly sprayed the air. After 15 minutes the odor was again obvious.

Soon after that we left the room in order to make a dinner reservation at a fully booked restaurant downtown. Stopped by the desk to mention the problem with our room. First they (later found that we were speaking to the Assistant Manager, Cheryl Hill), told us that we never should have discussed the situation with housekeeping since most of them did not understand English! (apparently they also don't know how to clean or wear face masks properly. Then they divulged that the hotel had a reoccurring problem with Corporate clients whose guests ignored the non-smoking policy since they weren't paying for the room. If I were the manager, I would be back charging the client for any rooms that had to be deep cleaned to remove the odor. Or if they were afraid of losing that Corporate client, then you clean the room and eat the charge. I guess this facility does neither. Still not hearing any apology, the assistant manager told us they could change our room but we would have to do so IMMEDIATELY! First of all, that was impossible, unless we went without dinner, as the restaurant was fully booked and we would have lost our reservation. Also, we had no guarantee that the room we would be moved to would be any better since they had already told us there was no guarantee that it had not been smoked in recently. Also, surprised to hear that they could switch our room since they were sold out? They could have offered to deep clean our room while we were gone but apparently the problem was all our fault since we were not able to relocate IMMEDIATELY!

Had a fabulous dinner and then returned to the hotel to get ready to leave for a pre-wedding event off-site. Returned to the hotel and went to bed after loading up on Tylenol since we both had splitting headaches from the cigarette odor. During the night noticed my wife had moved to the other bed. She said something was poking her through the mattress so I moved too. SLEEPLESS IN CHARLOTTESVILLE. NIGHT FROM HELL!

The next day we got up and went out for breakfast not wanting to spend time in our room. Started raining that afternoon but the wedding party had arranged for a bus to take us to the venue. When we went to go down to wait for the bus, the same housekeeper that sprayed our room, followed us onto our elevator and punched the button to go down (signage clearly requested that only 1 person or family per elevator at a time), pushing a cart of dirty linen and again wearing her mask below her chin! When we got downstairs I went out to talk with the bus driver to determine frequency of return trips to the hotel after the wedding but learned he was not leaving from the site until 10:45 that evening. We realized that meant we would be forced to sleep another night in the ROOM FROM HELL. Instead I decided to drive in the rain to the venue so that we could leave early from the wedding and make a late night drive home (1.5 hours). After dinner at the wedding we had to leave early (wished we could have stayed much longer), drove to the hotel, changed our clothes, packed and checked out. Related our issues with our stay and the desk clerk noted in our file and said he would pass on to the Manager. We requested that the desk clerk have the Manager either call us or text us with the resolution of our complaint. We didn't arrive home until after 10:30 that night. Exhausted but so glad to be home in our own bed.

Waited but never received a call or text from the hotel!

Next day 10/17 noticed they had charged the entire 2 day stay $416.94 to our credit card although the charge was still pending. On 10/19 noticed credit charge had moved to completed. Called the front desk at 4:40pm to say we never received a call or text from the hotel as promised and that we had been charged the full amount. Asked to have the manager call us. Received a call back from the Assistant Manager, Cheryl Hill, not the Manager, at 5:29pm. Summarized our complaints but she never said a word. Asked if she was still there and she finally said yes and that she would review with the manager. Never heard back again!

On 10/20 at 5:31pm I called the front desk again to say that we never heard anything back from the Manager. I also asked that they send me a copy of our bill as we had never received. Sam said he would send it to us right away. Called again at 5:55pm as I had still not received anything. Sam said it was going out then. Received a PDF file and was pleased to see that there were no charges on it! However, then I noticed that it was someone else's bill with their personal information (name and address, etc.) Called Sam again at 6:15pm and he said he had sent the wrong invoice and that he was updating our bill as we spoke per his manager. Saw they had modified our bill to show a paltry $100 credit on 10/20 as a result of my call. Really frustrating.

Called 10/22 at 3:35pm and got automated system with option to talk directly to the manager. Chose that but went to his voicemail but could not leave a message because his box was full. Called again at 3:38pm and got Sam again. Told him I wanted to speak to the Manager but he said he was not available. I asked that the Manager, NOT the Assistant Manager, call me back. It is now 10/29 and never got a call back. TOTALLY FRUSTRATING.

Called US Corporate customer care 3:08 pm 10/29 and was in que to get a call back in approximately 7 minutes. Waited 2 days but no call back. Called again Sunday 10/31 and talked with Velyn who documented my concerns and created to cases #[protected] for full refund and # [protected] for Poor Service Quality. Need to wait 48 hours for follow-up from Charlottesville.

I booked a hotel reservation which they charged to my credit card. I called to cancel the charges (with an additional fee) within 2 hours and they would not cancel my charge. They claimed that the clerk told me there would be an additional fee (untrue) and that the charge was not refundable (also untrue).

This company should be banned from doing business in the US.

I got hired in one of your companies in Bakersfield. I must of done only 32 hours in taining, the manager there gives me all paper work I signed for the job including the employee handbook. I left that day at 7pm on Thursday, August 26, 2021 and went I came back to work the following day at 3pm, on August 27, 2021, he tells me that things are not working out. I was not catching on quick enough, but the day before I was already doing reservations on my owe. And also the employees handbook says that the training is on going. Not that I needed that, that was really not right getting fired for only doing 32 hours training and the handbook says different. I was really looking forward in working for one of your companies. I had apply to the company for night audit, I did not get the chance to do night audit. Manager wanted me there in the morning and I had told him that I need to give my 2 weeks in the other job. He did not let me do that, so one day I had to start at 11am but ending up going in at 1pm. Then he tells me if were going to have an issue with that? I tried to explain that my other job they did not have anyone at the last minute. Manager did not want to hear it. employees handbook says one thing and at the job they do another way. It's not like you guys would care about it or do action, or even care for what I am writing, I just thought I try and let it be known that it was unfair for me, for my other job, and my reputation, never expected a hotel to be managed in that way. Silly of me for thinking so highly in wanting to work for one of these companies
Virginia Velez-201 Texas Street Bakersfield, CA 93307

I just ask for a folio because I left at 430am and no one was up front and I get this!
What absolute garbage customer service! Do they know we have other choices? Back to Hilton!

Hi Darrell,

You can request a copy of your folio when you are checking out.

Thank you,
Front Desk Team
Front Desk: [protected]
Fax: [protected]
Holiday Inn & Suites Ocala Conference Center
3600 SW 38th Ave Ocala, Florida 34474
[protected] Reservations [protected]

I fell in your parking lot on July 13 2021 about 10:30 p.m.
I injured my Right Shoulder, Right Knee and my right pinkie toe
I suffered a strain knee and shoulder with a contusion to the right pinkie toe
I was returning from getting us a late supper, locked my auto started in the hotel from the side parking lot tripped and fell because it was dark in the parking lot . I reported the accident to the night clerk and filled out the incident report

Louisville Holiday Inn Fairground/expo

I made reservations for Holiday Inn in Durango Central on 4/8/ 2021 I cancelled the reservation
along with 6 others Hotels on 6/14/2021

Conformation number: [protected]

Holiday Inn Charged my American Express Card for $428.73 for a two night stay... that was cancel
and another $12.26 for who knows what.

Reservations where cancel but even if you messed up there your policy does not allow you to charge
the two nights

Please correct this, American Express has been contacted regarding this matter.

Thank You David Strandt

[protected]

I while running out to the airport left two items inside the room, upon noticing i called and they were able to retrieve them . When i got home i called and was told house cleaning was closed and no one could help me. I called the next day and spoke to a Ines Gesto front desk employee who for three days gave me the runaround and was very rude to me on the phone hanging up on me twice. After callingfor a third time i asked to speak to the Hotel manager after a 15 minute hold i was able to speak to a Mr Yaqoobi who was very helpful and showed me how customer care should be handled. I am a platinum IHG member and don't appreciate being treated in this rude manner. Please talk to this employee or give her some much needed sensitivity training on dealing with people .

Thanks
Angel DFBonilla

The cost of my room was $425.00 per night. The room was not clean there
was trash under the sofa bed. The bath tub was dirty. The facet in the bath room was broken. I had to walk up three flight of stairs with bad knees.

I went to the front desk to complain was told she was the manager and there was nothing that she could do except offer me a soft drink.

Stayed at a Holiday Inn Express in downtown Charleston SC. On March 26. I had to park next door because the lot was full and the machine at the deck was tore up so I could not get a ticket. Then I could not get out unless I gave them my credit card and paid 30.00. Talked to an Ebony Gordon and I gave her all this info and I was told they would credit back to my card( I gave them the last digits of my card) I have emailed her twice and no response. At least let me know you are working on it...

Had reservations at 3155 Abbey Lane Foley Al 36535. Apr 6-8 Apr 2021. Confirmation number [protected]. I went to office about 8:00 AM Apr 8, 2021 and ask the Franchise Manager for a late checkout and she said no problem. When we went to checkout before the late checkout time she granted she charged us for Apr 8, 2021 because she said we did not give 24 hour notice. My confirmation notice does not say anything amount 24 hour notice after 1st day of arrival. Being the Franchise Manager why did she not tell me that I would be charged for Apr 8, 2021. I have been a IHG Rewards Member since 1992 (Number [protected]) and have stayed at a lot of Holiday Inns and have never had to pay for a night if I had to leave a day early. If this is the way you want your loyal customers treated then I will give my business to someone else.

Our school planned a senior trip and booked 9 rooms for 2 nights in the Holiday Inn Express in Chicago. We cancelled when COVID hit in early March, and were assured we would have our refund in a couple of days. This was nearly 6 months ago. I have called 4 times, the teacher that booked the trip has tried to contact this place a number of times, and now they don't plan to reimburse our senior class the $2700 they spent on booking this trip. I cannot get anyone from Holiday Inn Express to help us out. They try to tell me we will have to wait to be reimbursed until Dec. 31st as that is when the hotel plans to reopen. They have people making and taking reservations, but cannot find a way to do reimbursements. This is very upsetting, the fact that HIE would do this to a senior class that had their senior year end so drastically. When I have called, they told others have had the same problem, not sure if he means others were not able to get their refund, or if he means they still need to refund over $2700 to a senior class who's trip couldn't happen during this crazy time. Students, Parents, and Community not happy with how Holiday Inn Express has handled this whole situation. It's really sad.