Holiday Inn review: Hotel management

To whom it may concern,

On 19 April 2023 my wife, mother-in-law, my son, brother, and his wife and I stopped in Ozona, Texas ½ way on our trip to Killeen, Texas for an over night stay. After checking in the ladies went to the room to get some much-needed rest. My brother, son, and I decided that we would stay up for a while and digress from the long drive from El Paso, Texas and enjoy some cold refreshments in the hotel lobby. At approximately 0130 your concierge approached us and told us that he had to clean the lobby area (which was empty and clean) and then proceeded to tell me I should “go to my room and go to bed”! Now as you can imagine, I was socked at this approach to customers who had paid for two rooms at your establishment. I was shocked to the point that I responded with and expletive and said “who do you think you are? I am 51 years old, your maybe in your 20s, my mother is passed away, but she hasn’t told me to go to bed since I was 15! We will clean up our cans after we finish and tidy our sitting area. We will not go to bed until we feel like it.” Now this is my testimony, we were very quiet. We were not causing a ruckus and respected the recommended hotel quiet hours with dignity and respect. I could not believe what I was told. In your own policy the hotel lobby is open 24 hours a day for guests that want to use it for work or other purposes. And the same policy says that your front desk will be attended at all times! So, I was also shocked when I went out front to have a cigarette and I see the concierge and the manager sitting in the same lobby, using their phones for movies, and siting under a blanket. I couldn’t believe it, and the lobby was not cleaned by them. The front desk was NOT attended. Gust information should be secured at all times. So, I can only assume our presence was disturbing their alternative agenda. Perhaps we were in the way! At checkout the next morning we mentioned this incident to our new concierge on the next shift, and they said they talked to the previous shift. Now I don’t know what you think would be appropriate compensation, it really doesn’t matter to me, but I think that this whole thing was unacceptable. With that said I took pictures of them for proof!

Thank you for your attention to this matter. I would appreciate any feedback you may have.

We are also a very long IHG reward member.

Jeffrey A. Cortes

Sergeant First Class retired.

22-year retired U.S. Army

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