My sister in law made a reservation here for my husband and I, our two children, 22 and 16, and our dog. Unfortunately she booked one room with two queen beds which was simply not going to work. I called the hotel myself within 5 minutes of her making the online reservation to modify it and got Daniel on the phone. I explained to him that we would need a suite with a sofa bed and a cot, he said they had one available and agreed to change the reservation. We arrived around 11:30 pm after 12 hours on the road only to be told we were in the two queen bed room and not the suite. It was explained that because it was an online reservation it was "prepaid" and they were unable to change our room. They then decided to call Daniel, which was asinine, because what would he able to do? Of course he didn't answer the phone at 11:45 at night when work was calling, go figure. The problem solvers were right in front of us but simply chose not to. They would not budge and would not allow me the upgrade of which I was happy to pay for, the difference in price was negligible. Comfort and a place to lay our heads after a long day traveling was the priority. They should have taken what was prepaid and applied it to the larger room and charged us the difference, but they chose, instead, to argue with us and not accommodate, in any way, our needs as their customers. I'm sure there is some kind of policy concerning online third party reservations but it is really of no concern of mine, the inner-workings and politics of this business make absolutely no difference to me and I don't care to hear of it or discuss it, I just want the room I want which was available and of which I was more than happy to pay extra for. Instead I had to get an additional room which cost me much more then the suite would have.
The room itself was ok, mostly clean but the bathroom floor was slimy. To add insult to injury the ice machine on our floor didn't work so we had to go down to the first floor at midnight just to have a cold drink before bed.The bright spot was they had extra pillows already in the room so I didn't have to rely on the ever so helpful front desk staff to get them for me.
We chose this hotel because it was the only pet friendly one in the area. We own a business that relies heavily on customer service and I would fire every one of the people at that front desk that night. We travel to see family there often but I can tell you this, never again will we stay at this property and thinking about writing off Holiday Inn Express in general.
If you have to stay here ask for a first floor room and make your reservation directly with the hote...
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Thank you for writing a review about your recent stay with us. However, It sounds like we fell below your expectations regarding guests service. We take all reviews positive and negative very seriously, and your feedback will help us improve for our next guest and/or your next visit.
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