Holiday Inn Abilene - North College Area by IHG — Hotel in Abilene

I flew across the country to see my mother and brother for the first time in almost a year and a half for my brothers wedding. Our first night was great, we had no issues. My brother was trying to get a hotel room for him and his fiancé for Friday and Saturday. We were told the rate and he decided against booking. Then we all went outside, my mother and I sat on the bench by the front door and my brother and his fiancé went to their car and pulled up to talk to us really quickly. They called multiple hotels in the area to check their rates and decided they wanted to stay at your hotel instead. My brother then went back to the front desk alone to inquire how much it would be for one night instead. They booked the person in front of him a room, but told my brother they had no availability. My brother and his fiancé then left for the night and me and my mom returned to our room. The next day was my brother’s wedding day, where he and his fiancé were generously given extra money towards a hotel room. He requested that I inquire about availability and book the room for them for Saturday and Sunday. I went down to the front desk with my mom to ask if he’d be able to book the room but she said one of us would have to because he is 19, which I said was fine and I offered my card and ID instead. She then said if anything happened in the room I would be liable, and again I said that was fine. She then proceeded to say that my brother and his then fiancé were trespassing the previous night when they were inquiring about the room. These were potential customers, and we were with them the whole time. I then told her that they weren’t trespassing, they came up to the desk 2 times to ask about availability and pricing. She then said we were being loud after quiet hours that same night and it simply was not true. We calmly asked about the room, my mom and I went outside, and then my brother came back in and asked as I said previously. My mom began to get frustrated with the situation because she hadn’t seen us for so long and wanted us all in the same place and the lady said that she didn’t think she could book the room for them. I asked my mom to go outside while I talked to the lady at the front desk. I apologized to her and clarified again that they were not trespassing and that we were with them. I told her she could look at her cameras to verify that fact and she said that she would. She went ahead with booking the room for me and I asked if they did a military discount because both I and my brother are active duty Air Force. (My mom is also an IHG employee) She then proceeded to accuse us of fraud saying that my mom wasn’t an employee of IHG and she could get us for using the discounts and all of this mess. I further clarified that my mom is in fact an IHG employee in a different state and I showed her my military ID and said that my brother is in the military as well. She booked the room for us after all of that. When we got home my mom decided to leave a review because she felt like the customer service was horrible and I agree with her. After she left her review someone (I’m assuming the same lady) called her screaming at her calling her a liar, saying my brother was mad and causing a scene. I think the fact that she looked at my mom’s review, looked up her number from her reservation, and proceeded to call her and harass her was so unprofessional and unethical. I have never had a worst experience at a hotel, I do not recommend this place to anyone. I am wondering how we can report this individual to IHG. If I can receive any help with this, that would be wonderful. Also, I would absolutely love to see this footage of my brother causing a scene, so maybe you can find my information from my reservation and send that to me as well. Thank you!!

Response to your reply: Prove it, that is another lie. Your GM was yelling at my mother and wouldn’t let her get a word in. What about the rest of my experience? No apology or anything? You guys throw professionalism out the window, and I already reported y’all to...

Front desk attendant and general manager make this a horrible hotel to stay at...

8:45pm Sunday night, I called down to front desk to request a courtesy call to the room above me; to quiet down. Front desk acted like I was inconveniencing her and that there was nothing she could do; she said that schools had checked into the hotel.

9:30am Monday morning, I called down to front desk requesting a late check out. The front desk said if rooms are available I could check out late, and I also had to chose a 11:30am or 12pm checkout time. (Normal check out is at 11am). Again, the front desk attendant acted like she was put out with my request.

10:45am Monday morning, I went to take a shower, and there was no running water. I also, at this time, missed a phone call from the front desk. I called the front desk, thinking I would receive an explanation as to why the water was not working. Instead was told that the phone ring I missed, was me being notified that my room keys were deactivated. The front desk attendant was very rude, not customer friendly, and could of cared less, that I was inconvenienced. I asked for the front desk attendant to bring me a dolly, so that I would not have to leave my room, only to be locked out. She initially said that she couldn't, and only did after I started to get upset with the situation.

When I left the hotel, I stopped by the front desk and requested to speak to the manager. The general manager came out, and stated she knew what had happened but there was nothing she could do about it, and that checkout was at 11am. This was reiterated multiple times in our conversation, that checkout was at 11am. Not one time, was another option made for the inconvenience or any customer service...it was more of, this is not our problem or fault.

I frequently travel, have been on delayed flights, rerouted to other states, placed in airport hotels, been in hotels during blizzards with no electricity, stuck on a train between Philly and NY for over 6 hours, etc...I have never been treated as bad, as I was, at Holiday Inn Abilene North; this was by far, the worst travel experience.

Due to the lack of customer service displayed by the front desk attendant and general manger, I do not recommend Holiday Inn Abilene North. Customer Service...

Upon check-in I was recognized as a Platinum member and they offered me a variety of amenities to choose from, on being a “free drink” at the bar. I planned on eating at the restaurant for dinner so that sounded nice. What they didn’t say was that it was only for a “free beer or glass of wine” and I didn’t find that out until when I went to pay, because I ordered a basic margarita (which was mostly, like 90% cheap margarita mix). I paid in full for everything and asked the lady at the front desk if I could just get something from the snack area instead. The young lady who helped me said, “oh yeah, I guess it’s only for beer or wine.” Probably should tell customers what it is for when offering it upfront. My food was also, just okay. I would for sure not eat there again. Frustrating, but not the end of the world.

Second issue though, I paid for breakfast to be included for my stay. I got to the restaurant about 45 minutes before I had to leave for my appointment thinking I could get something quick and head out. I ended up having to leave after almost an hour without any food and received a warm glass of orange juice in the mean time. There was one server and apparently one cook because she told the room multiple times that’s all there was. I was not the only one who left without food and then food would show up 10-15 minutes after they left, and they ordered before me. So, I paid for a breakfast I didn’t get because I couldn’t wait longer than a hour for eggs and sausage. I left late and the only reason I did was because when I was going to leave on time, she said that my food was about to come out. When she came out of the kitchen I told her again I needed to leave (10 minutes later) she said, “your food should be next but, then again, I don’t remember seeing your ticket up on the kitchen window.” So I left. There were however like 5 hotel employees standing around at the front desk. I can only assume they run both independently.

I would not recommend this place if you needed to use the restaurant. The room was clean and comfortable, but the restaurant was a huge miss as well as the front desk and restaurant don’t seem to be on the same...