Holiday Inn Express & Suites Fraser - Winter Park Area by IHG — Attraction in Fraser

We originally reserved this hotel with points. We called a spanish-speaking person at IHG to ensure there was no problems with use of points. Upon arrival, David at the front desk said that he was not informed that the appointment was made with points and he said we needed to pay for the hotel stay. He also told us that it was not our fault and that it was IHG that was supposed to inform him. During discussions with David he laughed at my wife and made her cry. We contacted two IHG agents, one was able to talk David into making us pay for two nights and the third night with points. The other agent told us that she saw in the computer system that we reserved the room via internet. That might be the case, but we did not enter any information through our computer, it was the spanish-speaking IHG agent that entered information at their end and the agent said that I entered the information incorrectly and that it was my fault. This was overall a terrible experience, and, in my fifties, this is the only negative review I have ever written. I sure hope David is not the manager of the hotel. He lacks people skills and compassion. People look forward to visiting your beautiful area for years and to begin the trip like this is unbelievable. Other criticism includes the hotel room was a little run down (shower door did not close), we have never been in a snow climate and understand that all the hallways/elevators were wet/dirty (this is probably a normal thing), at night you could hear people slamming doors, rest was difficult, the cleaning staff only came once and did not clean but took out trash and swapped out towels, they didn't come the rest of stay. During conversations with David, he mentioned we were supposed to use the IHG App to make the reservation. I have since loaded the app and plan on using it in the future, but I don't think that will fix anything as we have made all our previous trips by calling the IHG Agent and in 14 years we have never had any issues. Suggest you train your IHG staff better. Don't know what kind of training to suggest to David as he is already an adult and his values have already been developed. He might be better suited in a different position. If we knew we would be unable to use points and have to pay, we would have never made the trip in the first place. This was a...

Noisy. Kids running and stomping up and down the hallways... All the time. Doors slamming all the time. Loud conversations taking place in the hallways at all hours. I realize this all boils down to rude and inconsiderate people, and parents that have no business having or raising kids (which they choose to have no control over)... But nevertheless, I have stayed at other Holiday Inns & Expresses, and I've never been so unsatisified by all the noise.

Our stay was Wednesday through the Sunday. Upon arrival, and each day thereafter, we took our skis and poles up to our room for safe keeping and so we could tune our skis each day. Walked right past the front desk each time, and nobody ever said anything to us... Until Saturday evening. We were stopped by a female employee telling us we were not allowed to keep our skis or poles in our room. Baffled, I inquired as to why not. She said it was hotel rules, that there was a sign at the front saying so, and that skis and poles could mark up and/or put holes in the walls, and damage or set off the smoke detectors.

First of all, I don't appreciate being treated like an irresponsible person. I've stayed in countless hotels, and always treat the rooms with care and respect.

Second, I don't appreciate being lied to. Don't lie to me. Ever. There was never any sign posted... But one magically appeared Sunday morning as we were checking out. Additionally, she said our skis had to be stored in the storage closet like everyone else's.... Well we followed her to this closet, and 1) there were no other skis in the closet, and 2) there was a worker installing some sort of ski hangers on the wall, which tells me this was not a standing rule, but a new one being inflicted upon us.

Lastly, People all over the world are killing people and bombing buildings with packages the size of a lunchbox... And I'm getting hassled over my skis? I can think of a million ways to put holes in the walls, damage or set off the smoke detector, and destroy the room, all with by bare hands if I wanted. So preventing me from keeping my skis in the room is not going to make any difference there.

In conclusion, if this is the way IHG is going to treat their customers, and if this is the way IHG is going to allow their hotels to be run, then I do believe they've lost me as a...

This is the letter I sent to the manager:||||We are two women (friends traveling together; we are not gay). We asked for a room that is NOT on the first floor for security reasons. We were given and first floor room and told no other options available. We were also told, "nothing bad's gonna happen here" by the guy who checked us in. Later, we discovered the locks on the window were broken and the phone wire was cut. Windows are ground level, large and easy to climb into.||||I get it; you all get a lot of whiny women and staff is instructed not take us too seriously. Here's why this situation different:||||I have noticed a consistent pattern at IHG, Hilton, Wyndham, and other properties for more than 15 years. When I travel alone or with another female friend, we are INVARIABLY put on the first floor. Every time, I ask to be moved and usually the hotel begrudgingly accommodates. I do it because six times, these 1st floor rooms have had broken locks on the windows, door, and in one case, an adjoining door. I was told there was no other option and I took it despite my fear. On four of these occasions, my room BROKEN INTO! Four times in 12 years. Adjoining room: loud group of drunk college boys came in, refused to leave. Outside window #1: a man started to climb in, I pushed him out screaming and he said, "I'll kill you." I left the hotel. Outside window #2: two guests partying in the parking lot opened the window and came in to pee. I slept in the car. Door lock: Door lock: Staff gave the same room to a man who arrived late. I was asleep, he came in, started unpacking. We both went to the lobby to complain.||||Our 1st floor window is busted and the phone line is cut. Two of your employees refused to remedy this. I asked one for a broom handle or piece of wood to jam the window and she did nothing.||||This is beyond "not meeting standards." Your hotel chain is unsafe—and possibly engaging in predatory behavior toward women. Full stop. Do you have a mother, sister, daughter? Would you want them subjected to this? ||||||The other hotels where the break-ins above occurred were these. Not one remedied or compensated me. ||||- The Westin Hilton Head Island Resort & Spa, SC||- Black Bear Lodge, Stratton, VT||- Quality Inn, Lockport, NY||- La Quinta Inn & Suites by...