I reserved three rooms for two nights each in March. There were two families with small children, plus one set of grandparents. While booking over the phone, I specifically asked if we could have two of the rooms adjoining, and the other close by. She assured me that they would be able to accommodate that request. Upon arrival, I was immediately dissatisfied with check-in. There was one person at the front desk taking care of all phone calls, reservations, shuttle bus airport pick ups, and arriving customers. When it was finally my turn, she told me that the rooms were probably on the same floor, but definitely not adjoining. I told her about my request and she said they could not promise anything upon booking. I told her that someone did. During this entire ordeal, she was answering phones and the line behind me was backing up. I honestly heard her say "I'm sorry" to at least 5 customers while I was standing there. Most of them were related to the shuttle service. A gentleman who had just checked in moments before us had actually been assigned a room that was one of the two adjoining rooms. He came back down to the desk for some reason and she actually asked him if he would mind leaving his room so we could have it. I guess she was trying to accommodate us, but this was completely unprofessional and made everyone in my party very uncomfortable. He said ok, and went and moved his stuff out of the room. Then she gave us the key and we went to it without even knowing what he may have already used in it. If we didn't have 5 children under the age of 6 with us who were exhausted and hungry, I would have left this hotel as quickly as I could have.
To make a miserable hotel stay even more miserable, the fire alarm went off during the middle of the night and one family in our party was in an accessible room, so not only was the sound deafening, but there were bright flashing lights in their room as well. Someone was banging on the doors and we had to go out into the hall to see if we needed to evacuate. Of course, there was no emergency. We now had two babies, one toddler, and two small children awake and terrified. What a nightmare!
I am consistently disappointed with this chain of hotels. I have tried three different ones in the last 10 months and will not return to any of them. Holiday Inn Express is always less expensive, nicer, and cleaner.
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