Holiday Inn
Reviews and Complaints

Dear Sir/Madam,

I am writing to express my dissatisfaction and to file a formal complaint about my recent stay at your Holiday Inn property located at Holiday Inn Express El Paso Central 409 E. Missouri Ave El Paso Texas 79901 from March 22nd to March 24th, 2023.

I encountered several issues during my stay, which not only caused me inconvenience but also put my privacy and security at risk.

Complaint #1: Hotel Phone Number Not Working Upon attempting to contact the hotel prior to my arrival, I discovered that the phone number provided was not working. This made it impossible for me to communicate any special requests or ask questions about my reservation.

Complaint #2: Hotel Reservation Not Held Upon arrival, I was informed that my reservation had not been held, even though I had made the booking well in advance and received a confirmation. This caused me significant stress and inconvenience, as I had to scramble to find alternative accommodations.

Complaint #3: Room Rebooking Issue After speaking with the night manager, I was rebooked into another room. However, to my shock and dismay, the room I was assigned to was already occupied by other guests. Not only was this a serious breach of privacy and security for both parties, but it also caused additional stress and inconvenience to all involved.

Complaint #4: Missing Detailed Receipt Despite multiple requests, I have not yet received my detailed receipt via email, as I was promised at the time of check-out. This has caused difficulties in processing my expenses and reimbursement claims.

I am extremely disappointed with the level of service and the lack of professionalism displayed during my stay at your hotel. I kindly request that you investigate these matters promptly and take appropriate action to rectify the situation.

Please provide a response to this complaint, detailing the steps you intend to take to address these issues and any compensation you deem appropriate for the inconvenience and distress I have experienced.

Thank you for your attention to this matter, and I look forward to your prompt response.

Sincerely,

Jose Martinez

[protected]

Dear Holiday Inn Team,

I am writing to inform you of a concerning issue I have encountered involving fraud. I recently booked a room through AGODA for your hotel chain, Holiday Inn, and was promised a 26msqr or 280 sq ft room. However, upon arriving at the hotel, my parents were told it is a 19mtr sqr room.

If I listen to your Operations Manager Ms Ning, Holiday Inn sales team has provided incorrect information to the booking platforms For eg : Agoda, Makemytrip, Goibibo, Hotel.com.

I am extremely disappointed that I was misled by Holiday Inn and feel that I have been a victim of fraud. I have included screenshots of my booking as well as proof from other websites to corroborate my claims.

Furthermore, Operations Manager, kept on insisting that I should cancel the booking and kept my senior citizen parents waiting at the reception for approximately three hours. This is a complete lack of responsibility, and I am appalled at how this situation was handled.

Additionally, another misleading piece of information is that you have mentioned the Hotel is in Little India, though it is not a part of Little India, Singapore.

This information caused trouble for my parents; the taxi left them there and they had to find another taxi again. This is not the way to treat customers, especially senior citizens.

We stayed for two nights in February 2023, staying in room 406. When we got back from our first evening exploring York, we noticed a loud noise coming from outside our room window. We thought this might stop, so got ready for bed and waited for the noise to end. At 11.30pm the noise was still going, so we contacted the front desk. A lady came to our room to investigate and said it's the air conditioning unit for the hotel and that it is set to go off at midnight. She said if the noise didn't stop at midnight we could switch rooms in the morning, but that the hotel was full for that evening. Luckily the noise stopped at midnight, so we decided not to switch room for the second night, on the understanding the noise would stop at midnight on the second night too.

However, on our second night, the excessive noise from the air conditioning unit did not stop at midnight, it continued throughout the night. It sounded like a building site outside our room all night, even with the windows closed. We phoned reception at 1am and was told by the night porter he would see what he can do. By 1.30am we hadn't heard anything so my husband went down to reception. We were informed that because the hotel is full, there is nothing they can do.

On check-out I made it clear we had hardly slept due to the level of noise and would like some compensation. We were offered IHG points which I declined, saying I would prefer a full or at least partial refund on our second nights stay. The points were useless as after such a bad nights sleep I had no intention of staying again. The lady at reception said she would "contact finance to ask," which felt like we were being fobbed off. Six days after our stay we had heard nothing, so I e-mailed the hotel to chase up our complaint. Four days after my email, the hotel finally replied saying they would not be offering any compensation as we declined to move rooms.

I explained we were told the noise would stop at midnight, which it did on the first night, which is why we declined the offer to move for the second night. They have been incredibly unhelpful and unwilling to listen to our complaint for the second night. They do not seem to understand that a noise stopping a midnight is one thing, but that a noise continuing throughout the night and stopping guests from sleeping is unacceptable from a hotel.

We are very unhappy with the quality of our nights sleep/hotel stay and customer service since. We have been even more disappointed with the lack of compensation offered by the hotel and the response that we "declined to move room" which is misleading, given the circumstances of the first night were very different to the second night. This is the key point the hotel do not seem to understand. On the second night, if we had been offered an alternative room at 1am when we complained, we would have taken this straight away.

I would not recommend a stay here, in particular if you are a light sleeper. They have shown a complete unwillingness to offer compensation for any issue with our stay and from such a large corporation this comes across as greedy and shows they are a company with no concern for their paying customers or ensuring repeat business.

There are a number of reviews on TripAdvisor which also mention the noisy rooms and air conditioning. I have time stamped videos which I am happy to upload

Holiday Inn Express & Suites

4816 100th Way North Street

St Petersburg, FL 33708

Husband and I were on vacation and were booked from Feb 17th through Feb 21st. After 1st night a cleaning lady came in cleaned and then went to the front desk to complain my husband was smoking in the room. Manager came back told us we would have to leave for doing this, she could smell it. First no one when we checked in told us this and my husband would not do this because I have asthma and cannot be around anyone smoking. My husband knows this and would never do that around me, has always smoked outside. We packed up and told the manager at the desk we were leaving. They told us we would be reimbursed for the 2 days, this did not happen and we were charged an additional $250 dollars by the hotel. I booked the trip through Expedia (which I have already complained to them about it) I was told to contact the hotel to be reimbursed. This should not be the case though.

I was a guest at Holiday Inn Express Grand Canyon, AZ Sept 26 - Sept 29. On Sept 27 I fell in the bathroom due to a slippery floor caused by a broken showerhead. I filed a report & your general manager, Elena Villanueva called me that evening offering assistance. A representative from Travelers has also been in contact with me as I continue my medical treatment for this fall.

I have recently sent Ms. Villanueva two emails concerning our stay at your hotel and requesting that our 3-day stay be refunded due to the initial pain and anxiety created by the fall. And also the disruption of not only our Grand Canyon experience, but also the negative effect on the rest of our vacation. Ms. Villanueva has not responded to any of my email messages. I expect that after reading this complaint, someone will address my request.

Thank you,

Sylvia Wojciechowski
[protected]
[protected]@gmail.com
IHG member #[protected]

Good Morning,

I booked this trip in Orlando, Fl and was told misleading information on the places to stay. We were told from the sales guy there are 28 resorts, and I specifically asked if Panama City Fl was one of the destinations and he said it was included in the destinations. Even went as far as showing me Panama location on the iPad and all the resorts. After looking at the agreement that was signed and that is not listed as the destination. I really don't know how you expect anyone to purchase the timeshare if you are told misleading and false information.

Would love to see the Panama City Beach Fl location and be able to use our package there.

Thank You

Charlotte R Wilcox

i been staying in holiday inn for several years around the world never had this bad experience what i am having in malaysia kuala lumpur holiday inn express city center .

i stayed 3 weeks in december 2022 and now i am back already spent week and i have my company did an extension vis expedia after conforming last night with the reception at around 0200 am that i will complete the process after my meeting when i return to hotel

i return the hotel around 1500 at reception i waited in line finally when my turn came i am told they cannot find my reservation she dont know her name because the reception dont wear name tag and refuse to give me the name went back and spoke with the manager and told me to wait i waited now its 1645 local time i told her let me speak with the manager she pointed to another person standing next to her he is the manager i told her you went back to see the manager and now you tell me this is the manager very rude and incompetent employees i counter 20 years since i am using holiday inn need to replace the whole staff very unprofessional and i am in customer service business

I was making a reservation for Dec 24-25. For some reason it entered the 23rd I was not aware initially so it couldn’t be changed immediately. I also am confused on how the 23 rd could’ve been entered since I was making the reservation early morning of the 24th. I was then charged for a night stating I was a no show. Yes anyone would be since it’s impossible to be there on the 23 rd on the 24 th. I’ve emailed numerous times. Called and been given the complete runaround. No one will honor the fact that im charged for services I never received. I thought that was illegal

Me and my wife visited the holiday inn, in Rockford Illinois weekend for a one night get a way and have yet to have this issue resolved but they're we're stink bugs galore throughout the hallway and inside our room they're was one. I killed it but it stunk up the room with a funky (smell) was just trying to protect the wife (we hate bugs lol)! We contacted the front desk to let them know where in room # (we respect and love the holiday inn... It's OUR getaway for god sake) but we had a lady tell us this was common in that hotel. Common? How common for a hotel like this to have stink bugs? But she was very rude and stated "is there anything else privy to your needs"! The smartest attitude I ever heard in my life! We're so upset we decided to complain after we left the hotel right away. We haven't heard back from anyone and we'd like to hear from someone.

We used McKnight hotel on 12/30/22. Our credit card information was stolen with hours of our arrival. Attempts were made to steal money. These were caught by PNC bank before the thieves could complete the steal.

There was signage there saying Holiday Inn was acquiring this hotel. My advise to Holiday Inn is NOT TO ACQUIRE this hotel. Someone or a group working there are thieves. If you decide to acquire them make sure you INVESTIGATE who was working the desk the night of 12/30/22 and terminate them.

This was the ONE AND ONLY TIME we used the card in question for this entire trip.

Reservation Information
Reservation #3729213
Reservation Placed on 12/21/2022 3:16:39 PM PST
** A valid government issued photo identification will be required at check-in. **
** A credit card is required at check-in for a security deposit. **
Accommodations: Holiday Inn Matamoros
Arrival Date: Friday, December 30, 2022
Departure Date: Sunday, January 01, 2023
Room Type: Guest Room
Adults: 2
Children: 0

Need to request a full refund for my reservation number 3729213, since the hotel refused to honor my prepaid reservation, demanded additional full payment payment at location.

The hotel claimed that sunset never sent payment.9 travel booking)

Payment was deducted from my checking account on december 27, I was required to make another pyament at check out on jan 1 2024.

I am really disappointed after a lovely stay in your hotel on racecourse road in york. On are arrival we were asked to pay an extra fifty pounds deposit for any room damage, which I was not informed of before hand. I was told this would be returned to us after we checked out. We stayed there at the beginning of November after after several email to the hotel itself, still have not received this payment back. This payment was made from my partners account as I did not have my card with me at the time. He has since received a bank statement to say it left his account but not returned. I would like this money back please as we left the room exactly as we found it . Stayed there Friday the 4th Novemeber

Early morning of December 2nd after work I went to the Holiday Inn express at 4900 Federal palza Dr. Houston TX. to visit a friend who been staying there about a week. I Ask if I could shower and change for my other job. With his permission he gave me a key card to the room and said to make sure I locked up before I left. He had to go to work. I step out to smoke and was only wearing a shirt, underwear and soaks. The key card open the side door but would not open the room door. I called my friend and he told me to go to the front desk they should let me in the room. They did not and ask me to leave the building untill my friend came to let me in. Remind you im in not proper out side clothes for Dec. My friend was able to came from work and left the other key there. The front desk refused to let my friend in the room too. I walk off at that point upset and frustrated because I was late for work and my personal belongings, purse with all my cash, cc, I'd, keys, glasses. My back pack with my mom's Christmas present I just pic up and payed off. As well as my clothes leather jacket n boots are locked inside my friends room and the front desk will not let me inn to get them. My friend tells me he will get my things for me later that he had to go back to work and drooed me off at another friend's place so I could barrow some clothes to wear.

I called the hotel later that day to find out whats going on and if there was anything I could do to get my things back. Even offering money. She told me that the person who rented the room had to go up there with their ID and get my things. We my friend already did that and she refused. I call my friend to tell him and can not reach him. All that night on the 2nd and alm off Saterday the 3rd of Dec no one can takes me about my belongings. So Sunday the 4th I go back to the Hotel to find out why I have not been contacted and that I want my things. The front desk tells me that they have to call the Manager. I told them I would wait there untill she does. Once she finally calls they let me talk to her. I told her that I don't know anything about what's going on nd once again what do I need to do ro get my things. She told me and my friend are not allowed on the property and that the person who rented the room need to come up there with ID and get them. That they needed to come soon or she was throwing them away. Turns out my friend had someone rent his room and was paid up on it untill saterday the 3rd. I don't know who that person is or what is going on or why.i just want my things. I did nor stay there I was just there to visit on the 2nd and can't get my things. It's now Tuesday the 6th. I haven't heard from anyone and can't go up to the hotel and still do not have my things back. What can I do. I don't think that they can keep my belongings like this. Do I need a lawyer? What can I do, I need help please.

My wife and I are Holiday Inn Club vacation members, who have been very happy with Holiday Inn up until this latest stay in Portsmouth Ohio. We stayed in room 317 and the entire hotel was not in very good shape. However, the room was in very poor shape. Customer service at front desk was rude as well. The room was not clean, smelt like smoke and the bathroom shower nozzle was coming out of the wall. Stains on mattress and lamp shades. Didn’t look like the tops had been wiped down in a while either. We recommend Holiday Inn to family and friends but this latest experience was poor all around.

My wife and I arrived and was greeted by the receptionist and were immediately informed that we had reserved two rooms. I said no we only reserved one room and she said that we did not that we reserved two rooms and I told her I did not again. She then said I prepaid for two rooms, and I told her to please fix it because I only reserved one room and I had confirmation for one room and not two. She then tells me that she could not reimburse me for a pre-paid room. I show her my confirmation for one room and I had no other confirmations for any other rooms and she thanked me and says she will get back to me. I go back to my room and try to get some much-needed sleep and I never hear back. I go back down to talk to her, and she is gone for the night. I talk to another man, and he said it would be taken care of, but I want proof and only get his word. Not really good enough at this point. I do not sleep at all the night before a two-flight trip to Seattle. This was the worst experience we have ever dealt with in all of our travels and for a company that is allowed to use the name Holiday Inn I think upper management ought to look into the matter. We have been told that we were reimbursed the one night with an apology but frankly that really does not satisfy me after that experience. I was taught the customer is always right unless proven wrong. I was right and to be treated the way I was wrong.

My sister's husband died on Aug 1, 2022. My brother and I needed to get to Michigan as soon as possible in support of our sister. I immediately rushed to arrange the flight, car and hotel for Aug. 2. I booked the Holiday Inn and Suites for 7 days in Warren, MI on Priceline. When we arrived in Detroit we learned that my sister and the daughter she lives with had tested positive for COVID that afternoon.

When we checked into the hotel, it was late, we were tired, bereaved, and unsure of what to do if we couldn't see our sister to comfort and help her with arrangements, etc.

We were also concerned with Covid as we are both over 70 years old and at high risk for health issues. As we settled into the room, we started noticing many problems including sticky floors in the bathroom and kitchen, mold smell in the bathroom, stained shower curtain, faulty plumbing, no utensils or vessels in the kitchenette, loose toilet base and so on.

We decided it wasn't safe for us to stay. But it was too late to look for other lodging. We noted these problems to the desk as we checked out on Aug 3. My brother took care of checking us out of the hotel. They didn't give him a receipt.

We both decided to head back to our homes, me to Florida, him to Texas, as the purpose for our trip was not going to be possible and we were concerned for our health if we had stayed.

A couple of days later I noticed the hotel charge on my credit card was $1,154.16 as if stayed 7 days at $147.17 a night. As soon as I was aware of the credit card charges, I started making phone calls to my credit card company, Priceline and the Hotel. At first Priceline said I'd have to get my money back from the hotel and the hotel said I'd have to get it from Priceline so I was being given the runaround. My credit card company (USAA) gave me a temporary credit while the they worked on the dispute.

But last month, my credit card took the fees again saying they could do nothing and the case closed. I was to pay for the nights I booked but did not use.

The hotel at first claimed that they could not refund me because they had not been paid. Later the hotel confirmed that they had been paid by Priceline. But still they refused to give me a refund. The Hotel blames Priceline which blames the hotel which tries to claim that they kept the room open for us the full week even though we checked out that next morning and dropped off our room keys and voiced our complaints about the room condition.

My husband and I recently stayed at the Holiday Inn-Superdome New Orleans location from 11/4/22 through 11/8/22 to enjoy a weekend getaway with close friends.

This wasn’t my favorite property as it could use an overhaul in many areas. I was willing to move past the 'old feeling' of this hotel, dirty carpeting etc. when on our last night the property lost power. We were informed that the elevators were working on a backup generator. For safety reasons, I prefer taking the stairwell when these types of incidences occur in public buildings.

The lobby was filled with many other guests who were not comfortable riding in the elevator and/or didn’t feel like sitting in a dark, hot room at 10:30 p.m. at night. Front desk associates had informed us that according to the power company the power was to be restored at 11:00. We had a flight to catch the next morning and my heart & anxiety medication were located in our room #823. It was past time that I needed to take these pills for my health.

Imagine our confusion when we were told by the Holiday Inn security guard, Dave Lingoni that we were not allowed to utilize the stairwell in order to gain access to our room. He declared that this was a rule initiated by NO’s Fire Marshall and we were out of luck. When I calmly asked Dave L. a question regarding this policy he puffed up his chest, aggressively moved towards me within one inch from my face to show that he was in charge. Not only is he a bully, but he attempted to intimidate me through his childish behavior and aggressiveness. I was terrified he was about to push me. As a lady in my 40's, I've never in my life been in a fight. After his aggressive outburst he continued to taunt and harass both my husband and I, stating that we weren't even guests in the hotel. When I tried to answer his ‘guest’ question, his childish response was, “What, what I can’t hear you”, then he walked away as I was talking. It was as if I was dealing with a punky, disrespectful child. This security guard is a disgrace to the IHG name. The GM eventually showed up to the scene and allowed us the opportunity to walk up the stairs by unlocking the stairwell. The rest of the evening my heart was racing, and I barely slept from all this unnecessary stress caused by your security guard. As a former spousal abuse victim this unprofessional man set my anxiety at an all-time high. At your property while on vacation, I was terrified I was about to be assaulted by Dave Lingoni, why is this acceptable? Thanks for causing me PTSD while ‘on vacation’. I'm a travel professional for Dream Vacations and will NEVER send clients to an IHG property again nor will I give your company any of my hard-earned money. IHG needs to reprimand this control freak security guard. General Manager, Louis Salzman, hasn’t offered me any assurance or recourse that his property handled this matter in an unprofessional manner.

I'm filing a complaint about the poor horrific service we received from October 3rd through to October 13th 2022, at your Holiday Inn Lara hotel in Antalya. On our first day of arrival, we were given no dressing gowns, toothpaste, or toothbrushes; instead, we just left it and continued our trip. On our first night, we also had trouble sleeping because planes fly past the hotel every five minutes; we complained to reception about this, and were told that it happens in every room.

The second day, our air conditioning stopped working because it had been turned off from downstairs. We complained about this, and they fixed it from there—which wasn't right because the air conditioning was turned off at night and during the day.

The housekeeping person was really disrespectful and would speak to us in Turkish while improperly cleaning the rooms.

We were a group of eight people, and she wasn't changing the bedding or replacing dirty towels. My brother complained to the manager about the cleaning lady turning the pillow backwards and dirty towels, and after she looked into it, she gave him a camel-colored towel instead of a white one because any stains wouldn't be visible on it.

Prior to the complaint, the housekeeping staff member was cleaning the room in less than 5 minutes, which is pretty unpleasant.

Additionally, the housekeeper left the same shower cap and slippers in the bathroom repeatedly without replacing them.

The hotel's room service was subpar since despite my repeated requests for sugar and dishes to be picked up, they never appeared. They also had trouble comprehending my requests and kept transferring me to different lines.

The day and night wifi have not been working for the past few nights, and the night before we checked out of the hotel, there were partygoers there until 4 a.m. We had to get up at 5 a.m. to check out of the hotel by half 6, but we couldn't sleep because the partygoers kept making noise and playing music.

Since we had paid for breakfast up until the morning of our departure as part of our package, it is shocking that we were not informed in advance that breakfast would be available early in the morning before 7am. We also requested a porter to bring down our luggage on October 13th and were told there was none available even though we didn't just have two bags we had 8 bags.

For reference, if you're Asian, I would strongly discourage recommending Asian people to stay at your hotel because the management is useless in this establishment. Additionally, the housekeeping lady called us dirty people in Turkish thinking we don't understand it, and the manager laughed at us when we were going out and the staff stared at us when we were returning is quite disgusting.

I'm extremely dissatisfied with the service we've received since checking into the Holiday Inn Lara. It's shocking and upsetting to witness this, and if I don't receive compensation for the subpar service we've received—and we paid a lot of money to stay there—I'll consider taking this issue further.

Given that Holiday Inn is owned by the UK and that I live in the UK, I am appalled by the level of treatment we received.

I'm furious with the company's responses because they've been ineffective. I said that we were a group of 8, yet they only gave me reward points of 20,000 for one individual, and the reward points expire after a year. I've said that I won't be travelling in the upcoming year and that I'm not sure when I will. 
> 
> Now that I've seen the responses, I don't want to stay at any Holiday Inn hotels because of the disgusting service they offered and, on top of that, since they weren't accommodating or supportive in their comments. Either you do something for me or I'll go further.

I've tried to file a complaint online, but the customer support team isn't responding, and I'm having trouble with them since they don't comprehend even the most basic forms of English. They've also given me so little, so please get in touch with me as soon as possible.

I'll be waiting for your response as soon as possible.

I am a club member since 2013. My member number is 6182450. The first time I referred a couple, who bought in 08/21, at my Cape Canaveral resort. Their member number is 6594224. Michelle and Nate were told by their sales rep that I would get 60k bonus points for them going and buying a timeshare. I have not seen anything. I called customer service and they told me to write an e-mail with all of the details. I did and sent it on 08/18/2022 to Harold's attention at Guest Relations. I have not heard back or gotten the points. When I e-mail about it, I do not hear back. Your customer service wait times are significant and when you press the button for someone to call back, they do not. I felt it was necessary to file a complaint to corporate and it is a shame because I have never had a bad experience like this the whole time I have been an owner. I would only promote people to buy your timeshares but I am not sure why you are falling short with this particular situation

I want to bring this to your attention that I stayed in your hotel for for 28 days starting 26-aug-22 and checked out on 22-Aug-22.

Not sure why the arrival date on my invoice is mentioned as 16-Sep-22, as a result of this error the invoice which I submitted to my organization is referred back and I am being unnecessarily questioned about this discrepancy.

This type of of an error is not acceptable from a prestigious hotel like yours!

I also tried to reach out to you through your app but that is also a nightmare, even after multiple attempts and even changing the password multiple times but all in vain! I simply failed to login to my account...

I want you to please look into this matter on priority and revert.