I called up this location's hotel website Dec. 22 to reserve a room for two adults, Dec. 28. We travel all over the South/Southwest all the time but haven't stayed with this chain lately because we've found much more accommodating chains ... but this town was the best stopover for our route and decided to reserve at this hotel since neither of our two fave chains are there.
I called up my Priority Club IHG account, saw I had 8,000+ points so I selected 'reward nights' and had the option of using 15,000 points for a free night or 10,000 points plus $40, or 5,000 points plus $70.
Since I only had 8,000+ points, I selected 5,000 points plus $70. A pop-up said, 'you don't have enough points.' I know I don't have enough for a free night but wanted the 'rewards plus cash' night. I started over, again clicked the 5,000 points plus $70 option. Again, pop-up saying not enough points.
So I called the toll-free reservation number and got a pleasant and professional agent who said it must be an interface error and she could check on it. I said, 'Also, while I have you, can you look into another issue? I think we have two accounts and I might have points in the other account as well; can you merge the two accounts?' She said no, but that she could transfer me to someone who could.
So I got a less friendly woman with a stiff, robotic accent (like nothing I have ever heard and I personally know people from almost every corner of the planet). I asked about merging the accounts and she said she could but that I had no points in the other account. I told her that was odd since we had stayed at an IHG place on military bases once or twice on that other account. She said, you don't get points when you stay at an IHG on military bases. Why not, I wondered? But I let it go because I thought to myself that after this stay, IHG would never see us again.
So I just told her to cancel the other account to keep down confusion since it had no points anyhow. She said OK. Then I asked her to transfer me back to the earlier person so I could get my 'points plus cash' reservation that I was unable to make earlier on the hotel's website. But she said she could make the reservation for me, so I said OK.
So she was making the 'points plus cash' reservation and told me multiple times that the $70 and points would be taken immediately and NONREFUNDABLE and I called to my husband to hurry and move money from one of our bank accounts onto our bank credit card (because of course you never give a debit to a hotel). He was surprised because the hotel chain we mostly use never puts a charge on your card till your arrival. But he moved the money over quickly and I gave her my card. She told me once more the money would come off the card immediately and be nonrefundable. OK, OK, I said.
Then she said, now you may cancel this reservation up until 6 p.m. on the 28th. I said, wait a minute, you said my payment would be nonrefundable. She said that's right. I said then why would I cancel it? She said well, so the hotel will know you aren't coming and won't be inconvenienced. And I said if they are keeping my money and points anyhow, why do I care? She said because if you don't let them know you aren't coming, you will incur additional charges. I asked her was she kidding me. She said, yes, if you do not call, you will incur additional charges. (Even though my room is bought and paid for!)
My husband, overhearing, says tell her to forget that reservation and to cancel any and all accounts we might have with them. I told her. She became kind of snide and think she was trying to tell me that I was going to lose my points and I just said something to the effect of 'it's all good, goodbye, etc.' She never tried once to apologize for the barbaric polices and crappy website.
While talking to the two agents, I never heard 'this call might be monitored for quality assurance,' so I'm guessing that chain is not big on quality assurance and/or doesn't want to hear the reaction to some of their policies like charging extra if you don't show up for your PREPAID room or not giving points for IHGs that are lucky enough to get to operate on bases used by the folks who defend this country (like my military retiree husband.)
So if you try to make reservations on this hotel's website and have problems with the 'reward' options, you can call central reservations and maybe get some degree of help. As for us, we can reroute our trip around Jasper and anywhere else where IHG is the only viable option. Just know that there are at least two very good chains whose rewards systems are extremely simple and generous, no prepay, and points refunded if you cancel before 6.
- Official Description (provided by the hotel):
- Welcome to the new Holiday Inn Express Hotel & Suites Jasper. Jasper is the perfect location if you are interested in fishing tournaments, nature trails, bird watching, hiking, biking, canoeing and hunting. Enjoy nearby Sam Rayburn Lake, Toledo Bend Reservoir and Martin Dikes State Park. This beautiful area includes Artesian Springs, the Azalea Canyon, Sabine National Forest and Algelina National Forest. The Holiday Inn Express Hotel & Suites Jasper offers outstanding service and the finest accommodations in the Jasper area. Large comfortable rooms and suites are designed with today's traveler in mind with easy access to local businesses and restaurants. Relax at pool while listening to the water cascading over the pool's rock fountain or settle into the comfy great room sofa in front of the fireplace. Hotel features include complimentary Express Start Breakfast featuring the world's best cinnamon roll a selection of fruits, juices, cereals, breads, pastries, sausage gravy and biscuits and cheese omelets. Make sure to stop by the front desk every afternoon for complimentary fresh baked cookies and a cold glass of milk. The Holiday Inn Express Hotel & Suites Jasper is ready to be your home away from home. ... more less
- Reservation Options:
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- Also Known As:
- Holiday Inn Express Hotel And Suites Jasper
- Holiday Inn Jasper
- Jasper Holiday Inn