Holiday Inn Express & Suites — Hotel in Alice

The check-in experience should have been a red flag - I had to stand and wait for the front desk person to complete her conversation behind the wall before I could be checked in. She was incompetent when speaking with me and I had to repeat myself numerous times. I had a conference to go to so I did not get back to go to my room until later. The toilet did not flush unless I would stand there and flush it over and over and over. The heat would not come on, only the a/c. I dealt with it and planned to say something upon my departure. That was the real delight - there were not any luggage carts so I knew it would take me a couple trips to get my things down. I took my suitcase and my service dog down to walk her before I left. I put my suitcase in the car and proceeded to walk the dog off the property in a field behind the hotel. While I am doing so, I get a phone call from the hotel with the other person berating me about having a dog. When I could finally get a word in, I explained it was a service dog and she began berating me again about how I did not tell the front desk or have the proper documentation on the door to my room. She stated she saw me leave my room with the dog and that was the purpose for the call. The service vest on this dog is over half of her size so to see her is to see the vest. I then went inside and asked who called me, Brittany M came around the wall and stated it was her. I explained to her she should have asked if it was a service dog first, which is one of the allowed questions to ask. She argued with me and told me she could not ask that and that I must state that myself. We continued back and forth and she argued and raised her voice at me more. I told her I would be filing a complaint with IHG at which she stated No. Upon arrival in my room, I called and asked for a manager and was told there was not one on site. I explained that IHG always has one on site and then was told she was in a meeting and could not come out. I again said, I would call IHG. She then began a harassment of phone calls to the room where I would not speak so she then came up to my room to threaten me. I told her to go away. I was on the phone with IHG at this time and the customer service agent confirmed she heard her at my door. Then there was a few of them outside of my door and I did not feel comfortable. IHG had to call the hotel so that I felt I could leave without retribution. Upon leaving, I received a phone call from someone stating they had called the police on me. What a joke! The manager did later call me and apologize but that wasn't near what should have been done in this situation, I do not recommend if this employee is still employed there.

I also sent a FB message with videos of the toilet and the heat...

This letter serves as a formal notice regarding two issues that require immediate corrective action.

Lack of Accessible Ice Machine on our floor .This has caused repeated operational inefficiencies, as staff must leave the floor to obtain ice, disrupting workflow, delaying service, and impacting guest satisfaction. This is a standard amenity that should be available on each floor to maintain proper service standards.

Slip Incident in Bathtub – Documented Safety Hazard I slipped in the bathtub in my unit due to an excessively slick surface. While I did not sustain serious injury, the tub lacks essential safety measures, such as non-slip mats or grip strips. This creates an ongoing hazard for both staff and guests, with potential for significant injury and liability exposure.

I have addressed these issues by calling not one or twice but 5 times and left messages for a return call from your manger and have never gotten a call. You seem to dismiss my claim !!!! I question your manager style and how you can be a manager who can’t resolve or communicate with me !!! Last when you have an issue with something that is an amenity let the customer know when checking in !!!! Where is your value for the customer ? I have also called your corporate number and they only to refer back to the property why this is a “national brand”and should have standards. With this experience would u like me to return ? I would think you would fix the problem and address the issues and apologize !!! Nothing has been done . It is now Aug 12 I stayed back in July 12 or 13 and been try in g to resolve this issue since then. Why can’t u call ur customer back? So if u ask me if I am happy no I am not !!!! I do not think having to give a bad review to get a resolution. I have tried to resolve this issue and talk about the problem and you have ignored me and dismissed as if it does not mean anything !!! This is where you have failed and not been held accountable !!!!! Shame on you this seems to be a normal with people now a days especially after Covid !!! This is unacceptable !!!! Last I do not want any points for the service I received, they do not mean anything to me !! With this experience I question your brand !!!! Why can’t you satisfy your customer !!!! So I leave u this review !!! Let’s see if I have your attention now ! I don’t believe in shaming anyone however I have given you a chance to resolve and talk about it and your response was to ignore me !!!! Mad and upset...

I stayed at the Holiday Inn Express in Alice TX, room 312, from 3/17/20 to 3/19/20 to attend my father’s funeral. The first time I used the shower, I noticed hair on the wall. I’m bald, so I know it wasn’t mine. I notified the hotel staff and requested that my room be thoroughly cleaned. After that, I tried to get coffee, but the coffee dispenser was almost completely empty, so I waited. When I was able to get a cup, I saw that the creamer dispensers had a crusty buildup on them, so I questioned whether the creamer was spoiled. I threw away my coffee. I booked the room through hotels.com and used a free night voucher which I received from using that site to book other stays. When I received my bill which had been slipped underneath my door, I noticed that I had been billed for two full nights. Upon checkout I notified the manager on duty, Judy Mistral, who told me that her staff had made a mistake. I explained that the billing was incorrect and told her about the hotels.com voucher. When I asked for the printed statement back in case I had any billing issues, she refused to return it to me. I asked her why several times, but all she would say is that her staff made a mistake. I asked her if my name, room number and dates of stay were on the bill I had handed to her; she verified all three but would not return the bill. I asked her for proof of my stay, but she denied giving me any proof from the hotel.||||I would not recommend Holiday Inn at any location since this treatment is not only unacceptable, but because the room and breakfast area were unsanitary. In addition, I attempted to complete the Holiday Inn survey emailed to me, but my review was not accepted. Holiday Inn does not want other people to know how horribly it treats paying customers and how unclean its...