Guest User
October 17, 2024
My arrival was on Friday 10/11 and my check in experience was not ideal. I initially booked three rooms, and on the day of I canceled my mother’s room understanding that I would still be responsible for the first nights stay. Someone at the hotel called and left a message saying that my card was not authorized and when I called back I was told that my phone number was on someone else file and the message was in error. Friday night when I checked in at the front desk, I was assisted by Kam and she checked me in for the remaining rooms I had from my reservation that were directly next to one another. When my brother arrived to the hotel, the front desk told my brother that I had never checked in which was extremely untrue and that they couldn’t find his name in the system. My brother had to spend $200 for one night at a hotel down the road because the hotel error was not resolved and the employee was not helpful. Saturday 10/12, the manager on site Tre shared that the hotel canceled my brothers room under my reservation instead of my mothers room. Kam checked me in for my mother’s room instead of my own room with a checkout date of Saturday. Tre assisted where he could but I strongly feel that my reservation should have one night removed for billing from the second room that was unoccupied Friday due to this hotels error. Carpet is stained, rooms could be updated and Sunday night a roach was on the floor. The lack of professionalism and willingness to resolve customer issues Friday has made me make the decision to never stay at another holiday inn IHG. Hope this feedback is taken seriously to avoid dissatisfaction from future customers.