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Holiday Inn Express, Canceling and changing reservations. 1st Complaint: I booked a Double Queen room on my App February 2024, and somehow it defaulted back to one person while making my reservation, I always check rates and go back and forth between Apps and screens, so it must have defaulted back in those moments. You would figure since I selected the two beds and received a conformation for two beds that you wouldn’t even worry about the number of people selected. Obviously if someone selects two beds (which is a higher rate) common sense would tell someone that they didn’t select the correct amount of people staying. My daughter (15 yrs old) had wrestled in a high school wrestling tournament all day long (she was tired and sore) and then we had to travel over an hour to Stillwater, so it was around 11:30 pm or so when we arrived to check in. Nothing is said to me, I Did not receive a phone call Ever to question the number of people (I could have been called after the reservation was confirmed, the day before, that day or anytime for that matter). We check in (not a word is said about changing my room), they give us our keys and upon entering the room it is a one king bedroom. I go back downstairs, and they tell me they changed my room because of only have one person selected and they are out of rooms. They have already charged my card and now I can’t afford to go anywhere else, and my daughter had to sleep on a small couch after wrestling all day. She had a 2-hour softball practice the next day in Stillwater and got very little sleep. The next morning the manager admits someone should have called me and asked before making the change, and all she could do was offer some extra points to my account. 2nd Complaint: Nashville Airport. I have booked at this Hotel in the past. 1st time was good no complaints or issues, and it was April 2024. 2nd stay May 2024 the air conditioning in our room did not work, no help, very unfriendly staff, told us they have no other rooms. The next morning, I complain to manager & receive very little response. Not even a sorry or any extra points…Nothing!!!! We chose to stay at the Nashville-Vanderbilt Downtown for my son’s football season. My son plays football for Vanderbilt University, so we are in Nashville a lot. This last weekend we gave the Airport Hotel another try since it was a lot cheaper than the one close to Vanderbilt and I regret it so much. I booked the Hotel back in January for this last weekend 3/28-3/30. We had a 9-hour drive and left after work on Friday, around 8pm I had my husband call and let the hotel know we would be a late arrival and would be there around 1:00 AM, they said no problem and they would note the account. We arrive around 1:00 AM and I go to check in, the guy working the counter said my reservation had been canceled For Both Nights due to the card on my App being denied. I quickly look at my App and notice it had my old debit card on there (I was scammed over Christmas and had to get a new card, and I forgot to change it on my app to the new card). He then tells me he can rebook me, but I would have to pay the new rate $262 instead of the $150 I had it booked for, then he immediately says, “oh no, we have no rooms left”. He bats his eyes, no sorry, no nothing. Very cold and rude and starts asking the next person if he can help them. Very Rude And Cold! I go outside and call the customer service number online and they tell me “Someone Should Have Called Me” the exact thing the manager in Stillwater told me in 2024!!! No email, no phone call…..Nothing! just canceled my Whole reservation. My husband goes back in and makes the employee call the on-duty manager and she admits on the phone she canceled our reservation and already gave all the extra rooms away! There are no room available anywhere close, so we have to drive 30 Minutes back in from where we just came from and find a room for over $200. We finally got to bed at 3AM. I just can’t not process in my mind your hotel doing this to anyone in the middle of the night and 9 hours away from home (they had to see my address on my reservation), we had our child with us too sitting in a hotel parking for almost an hour searching for a new place to sleep!! Especially your reward members!!! How in the world does a Manger of all things…. not make a phone and take a couple of minutes out of their time to call to say “Hey, I was going to go ahead and charge your card, and it is not working, there must be an error, can you give me your card????” If someone is traveling 9 hours, they are going to have a card that works. We Called and said late arrival – they could have said “we’re going to go ahead and charge your card….. is the card you want to use at check in??? I see you made this reservation months ago, has anything changed with the card you want to use????? It is not hard to treat people with respect and not throw them on the street 9 hours away from home in the middle of the night!!!!!

Holiday Inn Express, The hotel itself is absolutely amazing the details here are excellent and clean. I’m extremely disappointed. I have been here for 2 days and the TVs absolutely are horrible. There is nothing like sitting in a hotel room looking at a black TV or frozen picture. Absolutely has ruined my getaway to relax and enjoy my birthday. The fact I have another day here is really stressing me out for the lack of relaxation. A brand New Hotel how can TVs not work? I wanted to give 5 stars for the Hotel itself is excellent.

Holiday Inn Express, Zero stars should be an option. Holiday Inn Express does not deserve a star. Holiday Inn Express is not a suitable option for individuals with fragrance sensitivities. Let me explain. If you are sensitive to fragrance, I strongly advise against staying at any Holiday Inn Express. I have attempted to stay at two locations, requesting a fragrance-free room each time. Unfortunately, both refused to accommodate my request. The reasons were that either the general manager would not approve the request or that housekeeping must use scented cleaning products and air fresheners in all rooms. This lack of accommodation highlights an issue with Holiday Inn Express, which fails to recognize guests’ needs with these sensitivities. For those who require fragrance-free environments for health reasons, it’s essential to seek out empathetic hotel brands offering such accommodations. Customer Service for Holiday Inn Express is terrible!

Holiday Inn Express, Terrible Experience with Unprofessional Service and Incorrect Charges at Holiday Inn Express Burlington-Mount Holly NJ. I had a highly frustrating experience at the Holiday Inn Express & Suites Burlington-Mount Holly NJ during my stay on March 3, 2025. After booking my room through Priceline.com, I was charged a $50 incidental deposit at check-in. However, the following day, I noticed an additional charge of $47.59 applied to my card, which I didn’t understand. When I called the front desk around 11 AM EST on March 4, David explained that a colleague had made an error and assured me the charge would be reversed. Instead of fixing the issue, David added the $47.59 on top of the original deposit, bringing my total charge to $97.59. By March 6, 2025, my credit card showed a total of $50 for the initial deposit and $97.59 as a second, incorrect charge. Frustrated, I called back again around 11 AM EST on March 6 to speak with the manager, Holly, hoping for a resolution. However, instead of addressing my concerns, Holly was dismissive and unprofessional. She insisted the refund wouldn’t be immediate and seemed more interested in making excuses about David’s mistake than actually resolving the issue. This level of incompetence, especially from a manager, is unacceptable from a professional standpoint. The incorrect charges, combined with the poor customer service from both David and Holly, made for a terribly disappointing experience. If I had the option to rate this hotel a 0, I would, as it was frustrating, unprofessional, and mishandled by staff. I strongly advise against staying at this hotel, especially if booking through a third party.

Holiday Inn, The management at a hotel I worked for has consistently misused their authority, treating dedicated employees unfairly and terminating staff without valid reasons. After my unjust termination, they obstructed my unemployment claim by providing false accusations, despite my professional behavior and minimal interaction due to social anxiety. They enforce arbitrary rules and show little consideration for the impact their actions have on employees’ lives. Additionally, their hiring decisions and oversight raise serious concerns about their judgment and accountability. An investigation into their management practices is urgently needed.