Holiday Inn Express & Suites Alabaster by IHG — Hotel in Alabaster

Have always enjoyed staying with holiday Inn. This is the 2nd time I have had issues with them but 1st time with this location. I made reservations through hotel.com not sure how my reservations ended up getting pushed back a day but when I arrived the lady at the front asked if I had checked in the day before I told her no I have reservations for Friday and Saturday she said "oh they have you checking in on thrusday leaving Saturday" I said no mam we do this often every other weekend and it's always Friday and Saturday. She was very nice and went on to check me in and say I've got you fixed up. My naive self went on to think that the issue was sorted. So this morning I leave for work, my daughter ,niece and brother are in the room. I received a call from my daughter saying "they said we have to leave at 11" I was confused and annoyed so I call front desk and explain what's going on and end up with the most rude, unprofessional, non helpful, childish, vindictive GM named April who proceeded to tell me how basically I wasn't getting my money back and I needed to speak with hotels.com about a refund that she did have another room available but I would have to pay $266 additional dollars with no credit from the night I DID NOT STAY. Needless to say I wasn't happy at all with no help from her or accountability from her employee not telling me the night before that she did NOT have me fixed up but was just gonna let find out in the morning (after she was gone) that I did not have a room, I would not get a refund or had to speak with hotel.com. Then she tells me to leave the property at like 8am. I was not there but at work so I call hotel.com they were 100 times more helpful than April but they informed me SHE denied my refund request even though I had insurance on the stay. She also told them that she had offered me a different room but I refused which was a total lie. She said i would have to pay the $266 I did not mind paying the difference if there was one but could not afford to pay the full amount again when I did not stay Thrusday night. Hotels.com told me she basically had a personal issue with me and denied my refund. I feel as they stole my money because she had a personal problem with me, then lied and said I refused her "offer" what a joke. I am taking part responsibility for not double checking my dates but her childish ways of handling this situation was totally unprofessional and I am not done because I feel totally cheated by...

My husband and I are both in our mid seventies. We checked in and were told the elevator was broken. We were supposed to be on an upper floor. We had a huge amount of luggage and a cooler full of food and ice. I told the two girls at check-in that we could not carry our luggage upstairs. Neither one of them offered to help us with our luggage.I asked to be moved to a first floor room...the hotel was obviously very empty at this time. It was a huge deal to get a room change; it even involved calling a manager that was not at work. I was told we were to have one king room, and all of the rooms on the first floor had 2 beds. So?? We said that would be fine. After a delay, we were changed to a first floor room. As I walked away, one girl said, "Thank you for being a Platinum Elite member." I had seen this statement written on a paper she had to remind her. Our room had corn flakes on the floor; I am sure it had not been vacuumed. The room had a toilet that did not totally flush; each time it was used we had to wait and reflush it sometimes one more time and sometimes two more times. The shower had very weak water pressure. My husband had forgotten shaving cream; he requested it at the desk, as the sign in the room said if we had forgotten toiletry items like tooth paste and shaving cream, they would get us what we needed. They were out of shaving cream. There was not a dirty clothes bag in the closet.

On a positive side, the bedding and pillows were extremely comfortable...I loved them!!

I had another reservation at this location 8 nights later. I was going to cancel it because I did not want to stay there again, but I had forgotten to cancel it before the deadline. This time we were placed in a 4th floor room; the water power in the shower was great, the toilet flushed as it should, and the room was clean. We had the same great bedding and pillows. However, my husband again requested shaving cream, and they did not have any---8 days after his first request!! If they say they provide something, they should do that. I can understand running out, but 8 days later??

It is the little things and attention to detail that can make or break a hotel...

Chose this hotel for a budget friendly option for our son’s soccer tournament. Should have had a better expectation of what you pay for is what you get. Air conditioning unit was broken. They did nothing to rectify the situation. Told us there were no rooms for us to move to (not true as there was availability online). They said the best solution they could come up with was for us to choose a different hotel and cancel our stay. ????? Mind you this was 9:30 at night and our two young children were already asleep. The next morning. They said that they could offer us two king rooms because they did not have any double queen rooms available. We said that was fine as the rooms were right next to each other. We went downstairs and they gave us two bills for the two new rooms. They were not going to comp the second room. They were going to make us pay for the second room. We said absolutely not. There was a lot of back-and-forth and ultimately, Kyle at the front desk said there were no rooms available and that if something came up, she would call me. She never did, so. I followed up with her, and she said that my husband was no longer welcome back at the hotel because she thought that he harassed them. Not once did he raise his voice, curse, or threaten anyone at the hotel. He simply repeated that none of their solutions were acceptable. This was the worst form of customer service I’ve ever experienced at a hotel. My husband travels Three days a week and stays in hotels for his job and he has never been treated this way. He even repeatedly said to the front desk, girl, Kyle, that he realized this was not her fault. We asked to speak with a manager multiple times or speak to one on the phone and no one would speak to us. I asked for a written statement and she said that they would not give us one and then hung up the phone back on me. My husband also has multiple messages from corporate stating that we should get a written statement from them and they refused and that this treatment was disgusting. Corporate apologized on their behalf multiple times. They have been reported to the Better...