Holiday Inn
Reviews and Complaints

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

I found a bed bug on my pillow. I took a picture and put it in a small clear plastic bag. The night clerk admitted that they have had problem with them. I was flabbergasted. I didn't even know what it was until I looked it up online. I had to isolate all my clothes to make sure and leave the hotel at 2-3 am. They refunded my money, but this is a highly contagious problem. I don't want to hurt the business, but this situation must be taken care of immediately.

My hope is that you could address this issue which is extremely costly, but necessary.

ON 12-26-2018, i found out your rates are 47.00 plus tax per night. But your company
charged me 69.00 per night plus tax, which totaled 76.00. I am a senior citizen, with AAA service, etc.
I had an emergency and did not have access to internet to book on line.
There were NO adjustment made on my account.

Your ice machine is out of order on the 5th floor where I am staying. Not good service
Please assist.
Claudia Flowers
240=472=1233

On Novemeber 29th I tried to book a room at the Holiday Inn in Missoula. I tried both on Expedia and Travelocity. The websites took all my information and then at the very end told me the room was no longer available. If that was not frustrating enough, I then decided to call directly to book a room. The call must be routed through some big call center. Eventhough the reservations person verified my desired hotel specifically, she still ended up making an incorrect reservation, apparently booking me for the Holiday Inn Express instead of the Holiday Inn Downtown Missoula. So I had to stay on the phone while she cancelled and refunded that charge. Then by the time she made the correct reservation, at the very end she told me the room would be 10 dollars more than originally quoted due to availabily. I was so mad that I just said, "Nevermind. Cancel the whole thing!" It now has been 9 days and neither charge has been completely refunded. I just spend another 25 minutes on the phone with the same call center, again extremely frustrated, trying to have the charges completely refunded. I have no idea why it would take 25 minutes going round and round with the call person, and in the end she said both had already been refunded in 4 different refunds. She has no idea why one refund posted on the 4th of December but no other refunds are showing up as of today, December 7th. If I don't see all the refunds by next week, I suppose I will just have to dispute the charges. What a waste of over an hour of my time for nothing!

I am a Rewards member, #[protected], and have a HUGE complaint.

I traveled with my job throughout the US for approximately 18 years, staying at many Holiday Inns during this period, and managed to accumulate nearly 1 million points. I was extremely happy with your rewards program, since you advertised these points would never expire and I would be able to use them for personal travel when I retired.

I retired several years ago, but was not able to use these points due to health issues. My husband and I are doing better health wise now and are contemplating several trips next year, but since I had received no communication from Holiday Inn for quite awhile, I telephoned to see if they had my correct email address (I thought they might still be using my old work email, instead of my personal one). To my horror, the gentleman on the telephone disclosed that not only had you discontinued your "forever points" in 2016, but that you had also taken the almost 1 million points that I had earned over the years, with NO notification or even offering me an option that would allow me to retain the points that I had earned over so many years.

So, you can see why I am very upset. You confiscated my approximately 800, 000 points which I believed could be used for my future travel. Please replace the points back into my account as soon as possible, so I may begin using them.

Thank you for your timely response to my dilemma.

Lonna Jennings

On October 11, 2018 we had been on the road for 10 hours. Due to health conditions we needed to stop and rest. After searching 5 motels for vacancy we stopped at the above location. The price quoted floored me. However due to health issues we needed to rest. I believe 175.00 for a standard room is very unfair pricing. The toilet ran and had to be jiggled to stop running. There was no vent fan in the bathroom that made visibility next to impossible. There was a dried bloodstain on the bedspread. At breakfast all the off duty help were in the dining room to celebrate someone's birthday. This does not equate for the service priced so highly. As IHG members we have stayed all over the country and never paid this inflated rate for a Thursday night, none vacation area, plain Holiday Inn Express. This situation should be reviewed and made right to us as customers. I believe a refund is in order. Customer number [protected]

I arrived at your hotel in front royal virginia on thursday and was able to check into my room at 2:30, I was attending a conference - show for 2 days held in your hotel, the first nite I didn't notice any real problem, but was awaken in early am with the feeling of something crawling on my neck, thought I was dreaming, and rubbed the area, when I climbed out of bed in a couple hours, I couldn't`t stop scratching, my palms, and neck itched so bad, jumped into the shower and washed up and the by then the three bite marks on my wrist really hurt, didn't really notice anything on my neck, the strange thing is, they were removing all the carpets directly down the hall, nobody informed me of a problem, and since I never left ur place the whole time, sure I was bitten from ur bed bugs, our show was over by 1 pm and packed up and headed home, a bad storm was expected to be hampering our drive home, I called the hotel and told them I had photos and the lady told me to send them to her, but she never gave me a correct email to send, also was told they had the building checked and I must have had a rash, bull, this was the first time I ever was bitten by bed bugs while staying over nite, and then to tell me I wasn't`t bite, why won't u admire that u had a problem, I know one thing I will never stay in a place that work is being done, and to be called I don't have a problem, I do understand the reason u don't want to admit to the problem, would hurt the profit of your hotels, I stayed there from thursday 25 of october till sat 27 and never left your place. Till I got home late sat 27, my wrists and neck were in alot of itchy pain, I rubbed witch hazel on the bite areas, just a shame I go away and expect to be taken care of with no problems, but to be denied this ever happened is bull,

Evacuated to Holiday Inn Express Quincy, FL under reservation [protected]. In 1st 24 hours - Tuesday/Wed 10/9-10/18 lost electricity, then water. No safety lighting in stairwells or hallways. Pitch black. Guests were using light generated by cell phones. Personnel overwhelmed. 1 employee was great: Jackie.

Cannot provide documentation yet as front desk had no power to generate statement.

Would like adjustment for night of 10/10/18.

Good Afternoon, ,

I had a reservation to stay at what your Holiday Inn express's in Waller Texas. Every year that area has a Texas Renaissance festival that lasts 2 months it's a big deal. I had bought tickets, bought costumes and spent over $750 for this event. Not to include the hotel. 2 days ago I had to cancel my reservation because my husband had to have very serious emergency abdominal surgery. I gave 7 days notice and the hotel is still charging me for the full night's stay. Because supposedly summer a book day book early and save option which I wasn't aware of that. I can understand charging a cancellation fee but you shouldn't be able to charge me for the whole Room for a service that is not gonna be provided that's highway robbery and people cant afford those situations, especially when things happen in life that are not in our control. I have been a avid holiday Inn customer up till now. The general manager at the Waller location who is listed below has made this whole ordeal appalling and very stressful, she was cold compassionate and rude. She requested a doctor's note in order refunded the money. Kind of high school level in my opinion considering accidents and situations happen all the time the people have to cancel things. But I understood and for the last 2 days I have been attempting to contact the emergency Room doctor performed the emergency surgery I've left several messages and emails and I've gotten no response back. So I called at the general manager and tried to explain this to her as well as I was very frustrated with the company's cancellation policy especially since I gave 7 days notice and so I expressed my 1st ration about the policy. Not once did I yell at her call her name or cuss at any time I just said I didn't agree with the policy and then it was highway robbery and it felt like it was stealing from people who didn't get a service that they had to pay for. In my opinion she is the general manager it is her job to listen to customers complains. I told her I tried to get a note for the last 2 days but I was having a difficult time she then started saying over and over again and that it's easy to get a doctor's note if your situation is real and you're telling the truth. I felt very insulted that she might be insulted at the Insinuation that I was lying. I tried to explain to her 4 times that it is in an ER in a major hospital and it's not always that easy to contact the emergency surgeon and she kept saying "yes it i, if you're husband really had emergency surgery, to get a doctors note is very easy". She kept talking over me and was very rude in her tone and at one point I asked her she'd stop talking over me and let me finish a sentence and I said it that it didn't even feel like she was being understanding compassionate about the situation being that she's a manager and she literally said "all I care about is the hotel's policy and that is you don't get a refund." I was appalled and insulted I couldn't believe she was talking to me that way given that on a very serious note I could have lost my husband in that surgery, that's how serious the surgery was. Yes I was a very frustrating customer about the policy of your company taking my money for the whole night when I wasn't gonna be able to use that night. I explained why can't you just charge a cancellation fee like 25 bucks or something instead of charging me for the whole night, I said that policy seems is a ripoff and it's not fair. That is the worst the conversation got. I was complaining about the policy being unfair and the poor customer service the hotel showed.. But in the midst of me trying to tell her that and that I was still trying to get a doctor's note and being that its an emergency Room it may take a few days for someone to get back to me, well she ended up hanging up on me, And then emailed me and said that I was being rude and not to contact them again. I did email her back and say I wasn't rude I was frustrated and voicing my dislike over your company's policy and tried to explain to her that NOT ONCE did I raise my voice or yell at her, I didn't call her names, I didn't insult her personally and I did not cuss. I am allowed to complain if I don't agree with something I told her that's what you're therefore as the general manager to listen to your customers not hang up on them because there upset about a policy and in a very stressful situation and not insinuate that I was a liar, she also stated in the email she sent me that it seemed to her like the situation wasn't true and I didn't want a get a doctor's note because there was not one to get! I find that very insulting also, because yes there is a situation and really who messes around with a situation like that, its bad karma . In my opinion she does not deserve to be a general manager of a company if this is the way she talks to customers that way. Especially when they're going through a trying time period I am very upset about the $118 your company charged me for a Room and that I cannot stay in, because of the situation my husband is not able to travel or do anything for at least 4 weeks. I would like to request a refund I am a loyal customer and again I gave 7 days notice I think it is unfair that you take all the money for the night, when I can't stay in the Room. I also feel the General Manger should be addressed or reprimanded, it was very unprofessional to the point I may not ever give Holiday Inn my business again. Charge a $25 cancellation fee or something I can understand but charge me for the whole night I gave plenty of advance notice seems very unfair thank you very much for your time understanding.

Marcy Vaughn [protected]
[protected]@yahoo.com

THE GENERAL MANAGER FROM THE HOTEL BELOW

I[censored]a Khan
General Manager
Holiday Inn Express & Suites
31380 FM 2920
Waller, Texas 77484

on October 3 2018 I get a email wanting me to rate my stay with the holiday inn. I apparently booked with booking.com. so I called booking.com they call the holiday inn express west valley ut. (3036 south decker lake drive, west valley Utah city 84119) the holiday inn said there was nothing they could do because I was a no show and they already took the money out of our account. so I call they tell me they will talk to the manager and get back to me, no one called me back, so later that evening I called them back the lady that was working said that the manager just showed up, that she would talk to him.( no call at all) so the next day I call again and explain what happened again. so the lady had me talk to another woman and she said that she would talk to the manager so she puts me on hold and when she gets back on the phone she tells me the same thing that they already charged our account and they could not refund our money. ( they were vary rude and unprofessional and I never got to talk to the manager)

I was evacuated from Myrtle Beach due to the hurricane ad needed a place to stay. I was on the bottom floor and near the end and had to listen to slamming doors every 5 minutes, the people next to me had oldie 70 music on so loud I couldn't hear the tv. The people across from me and down the hall had very loud children they let out in the halls. The tv did not work and I had to ask someone to fix it, it was broken again the next morning and the channels to turn the sound on and off was the hardest thing to figure out and control it and it took a while to get the sound up and down on remote.. I was told that there was a microwave and refrigerator in the room which there was not. I got no sleep. I complained but no one seemed to care. It was bad enough to be evacuated in your city, lose income and have to pay 125.96 for a hotel, which was not planned for and where you got no sleep. I would like a refund as were are all human and this was a disaster.

Stayed at the holiday inn at Lehigh Valley PA for a two night three day stay. Unfortunately immediately noticed we never connected to wifi the entire stay which is really inconvenient when children are staying with you. Secondly when we turned on the air inside the room the entire room stunk really bad so we left it off. Then we went down for breakfast and paid for the Buffett unfortunately there was no food left. The room was about half full however there was only one person working beside the manager. Not their fault but that's a management decision. You knew you were booked but decided to keep the staff as is. The buffet manager was extremely nice and comped our breakfast which was very little considering there wasn't any food. Our son never got a bowl for his cereal and we were never waited on for drinks. When I asked I was told by an older lady server they they were very busy and I had to wait. Well we waited the whole time and never received any drinks at all. There was a lady who was not a server but helped out, she was very nice and helpful but at that point we left. Very disappointed in this hotel considering we travel a lot and been to many hotels.

I attended the resort on a "promotional deal" of a four nights stay for 199$ with promise of attending one of their presentations and refund of the supposed money for the stay, which was described to me as a friendly presentation about the company for two hours which turned into a high pressure sales pitch to partake in their timeshare (which actually lasted the whole day of my presentation). The sales representatives were complete scammers and used pressured sales tactics to get me to buy.

I was lured into the same situation that I'm sure many timeshare buyers are that this would be a property investment and seeing as I was a "valued costumer" to IHG I was receiving a deal in partaking in their timeshare. The representative told me I had to make a decision there as to whether I would buy or not and the offer they proposed would no longer be available if I left and went to my room to think about it. The sales representative had used my travel abilities to provide a "package" that would satisfy my wants as a traveller to make the deal look better.

Not to mention my stay was less then enjoyable, in turning on the shower the first night I stayed there, a red colored substance came out of the shower head and got all over me. They comp'ed me another night however, they did not follow through as promised to see what the substance was, instead they claimed that a lot of children were in the resort at the time and there has been events of pranks throughout the hotel. I'm not quite sure how they got into my room enough to prank me, needless to say the incident was covered with an extra night offered at the resort. I was offered an investigation however the investigation was made to be as unfavorable because, as described to me, it would takes days to resolve and seeing as one of their technicians or doctors that they claimed worked onsite was not there, there would be no resolution until days after. It was proposed to me as not having an option, either stay or leave. By leaving I would've lost the refund from the coming "presentation."

With the high pressured sales pitch and the bad experience in my room, I would never like to deal with IHG or Orange Lake Resorts again. I am currently fighting to get out of the ridiculous timeshare contract I have with them. All things promised at the presentation, as promised with my stay and with the nature of the presentation, were lies. I was never able to use the points provided without some scam to pay money to transfer them to use them for a hotel or even a cruise, unavailable dates and times to book; as a whole I was unable to use "benefits" without having to come out of pocket to pay for more. They are scammers, they only want your money and they will never get my business again. Before all of this, I was only a rewards card holder meaning I accrued points with them with each stay, I stayed at their hotels about two times prior to these incidents and all of a sudden became their VIP customer. Please beware of these "package deals" that they offer, the "friendly presentation" they invite you to, their horrible customer service, and manipulative ways of giving you no option as the customer!

I traveled in February of 2016, the same time I signed the horrible contract with Orange Lake.

My mom, daughters and I rented a hotel room with you all on September 4th. We went to Sesame Place during the day and planned our check in to be around 5pm. My daughter is autistic, therefore we knew we would not last long at the park. My daughter loves anything with water, however the water park at Sesame Place was too crowded and over stimulating for her. We did not mind to leave early because we were under the impression that the pool at the hotel was open until 9pm. We get to the hotel only to find out the pool was closed. I am so frustrated. We spent all of this money to make sure that my special needs daughter was accommodated. We went to dinner in the restaurant, only to find out later that the gratuity was already added and I ended up tipping the server almost $30 (more money spent that I didn't have to spend). The next morning, I asked numerous times if someone was bringing out coffee in the lobby. In an hour span, no one ever did. The front desk gave us a $25 discount. That discount is not enough for the horrible experience we had. I am very disappointed in your services.

I recently stayed at the Holiday Inn Express on 2255 Buena Vista Rd Lexington Ky. They originally had me located in room 216. I called down to the desk around 8pm complaining that it sounded like someone hitting on the walls. The person said he would look into it. I fell asleep and later woke up to the same noise and a headache due to this constant noise. I called back down to the front desk and the lady that answered the phone immediately knew what was causing the noise. She said it was due to people entering and exiting the front door in the lobby. she offered to move me to a different room. This was at 10:30 pm. I asked her if this is a known issue. She said yes, but I would have to speak with the manager in the morning. The next morning I spoke with Rose Marie. I asked her if she knew about this issue. She said yes. "The hotel should have never have a room above the door." I asked her why she booked me in this room and didn't even mention this too me. She didn't have any response, except was the new room acceptable. I can not believe someone would place someone in a room that they knew was a known issue. She never offered me any compensation for doing this and really didn't even seem to care. Is this the customer service that is now provided by the Holiday Inn? It is very irritating to know that I was placed in a room that I would not be able to sleep. This was not a vacation trip, but a trip to further my education.

Hello,

I am staying weekly in Room 107 at Holiday Inn Express located at 300 SE Georgia Avenue in Sweetwater, Texas.

I leave the room at 6:30 am. I do not return until around 3:30pm. My room is never made. No room service. I never get replacement towels. When they do the room, often times they do not leave replacement soap, or towels and do not put the plastic bags in the trash cans, just sling them over the tops.

When I asked for the manager, they said that she was on a conference call. I came back and I did not get to speak with her. I think she was not even there. They make excuses such as the maids are still on the floors. But shortly afterwards, the rooms that were propped open with the door locks, are immediately closed and they are all standing in the office ready to go home for the day. They did state that they could do the room when I complain, but I dont want to leave again to have them do it, they had from 7am to 3:30 pm to do it, just like they did all the other rooms. It is not the first time and it is very intentional and meant to bother. My company pays $110 per night plus tax for this poor or lack of service. I have extended. Each time I extend, they take more advantage of the situation. A brand new La Quinta was just built adjacent to the parking lot of this Holiday Inn and their rate is only $75 per night. How do you plan on staying (if you ever were) competitive in this situation?

This all seems to be disrepectful.