Holiday Inn Express & Suites High Point South by IHG — Hotel in Archdale

I stayed here 9/28-10/1/2021 as an employee/AGM of a Holiday Inn Express & Suites, I was very disappointed in the level of customer service I received. There was no one at the desk when I arrived late at 12 midnight. When someone finally came to the desk she was rude and put her hand up in my face for me to hold on as I tried to show her my ID. When I got to my room my keys did not work. I was on a 3rd floor carrying my luggage and a 5 year old with her luggage and it was a hassle to come back. You guessed it, the desk agent was not at the desk. When I finally found someone I was able to have new keys made that did work. However my room had a large red stain in between the beds, rust in the bathtub, the mini fridge was so unstable that when my 5 year old niece tried to open the fridge it fell out of it's cubby and she is lucky it did not fall on her, the fridge froze EVERYTHING. They didn't do a Stay over clean once, I brought this to the desk's attention the day before checking out and Shelby at the desk, once again sounding irritated that I dare interrupt her and was very short and rude stating that we have to request it or Housekeeping won't do it, I said I thought the "Do Not Disturb " sign was to signify that you do not want a clean, I was not informed that I had to request Housekeeping services when I checked in. So we didn't come into fresh beds/linens our entire stay.

I spoke with the Manager in regards, I am told that basically I am wrong and the desk can leave the desk as needed. Sure, but not all night, not without a valid reason, not without a sign. My father also booked a room, as did my brother. We were here for a wedding. The breakfast attendant rudely approached my brother to ask if he even stayed there, as if he wasn't allowed to have breakfast. It made him very uncomfortable and we did not even eat the breakfast as it was disgusting, cheese omelets were cold in the center sausage was over cooked, gravy taste like vic's salve. As if this wasn't enough, I already felt like I was in the twilight zone. I came down at 5 a.m to buy a sweet tea, of course the desk was not being attended and I never did find anyone. I had to leave a note with my name, room number and items to charge. I saw the breakfast attendant getting breakfast ready so I decided to tell her I got the drink so they didn't think I was stealing, the breakfast attendant wouldn't even let me speak and rudely said that we don't handle that you have to go-to the desk, when I tried to explain that they weren't there and I was just letting you know, she through her hands up in the air and said alright WHATEVER that's not my department!?? Are we serious right now? Did my family and I not just pay for 3 rooms in this hotel?? The manager is failing this hotel and it shows with the employees and how they are in no shape form or fashion worried about disrespecting guest. Shout out to Kim on the front desk, she was the only respectful, professional and helpful person in that building. I suggest you promote her to GM as she knows how to defuse situations, she listen's and resolves. My father needed a handicap room on the 1st floor, which he requested at the time of booking, Shelby and Sandra told us they did not have any on the 1st floor, they put him on 3rd. Elevator went down twice, when notifying the desk they didn't seem to care and we got stairs like "what do you want me to do about it" They showed no remorse for the constant inconveniences they were not polite about it at all, instead they sounded irritated that my father dare bring up the room discrepancy. They never did help him with that. Kim did though, because she cares and that is a great quality to have in this field of work. I hope for wellbeing of this Hotel someone evaluates management. I decided after staying here that I would never stay in Archdale Holiday Inn again in my life unless someone like Ms. Kim was running it.

I would like to add that I had every intention of leaving a good review, but not with this service. Kind of disappointed that I couldn't leave them a good...

I love HIX and always choose this chain first if it is available in the locations I am traveling, While I take no joy in rating this particular location low, I felt I needed to let people know about my stay. First of all, I found it really strange that there were no directional signs to get people into the parking lot. I actually drove in to the Other chain hotel/Inn and had to drive through their parking lot to get to this hotel which i found very strange. Next once i made it inside I waited several minutes before I ever saw someone at the check in desk. There was one other man who came in after me who also had to wait to be acknowledged. The male was friendly enough when he greeted me, but then when the phone rang, it was like I was no longer there. In fact all he did was shove the paperwork in front of me motioning me to fill it out. As soon as I completed it, he just handed me the sleeve with two keys. He never said a word to me about anything. No thank you for being a priority or rewards club member, no snack, no directions to my room, no words of the breakfast hours, etc. because he was on the phone with another customer. I went ahead and summoned my waiting family from the car and we proceeded to find our room. As soon as we exited the elevator of the 3rd floor a very strange and pungent odor hit us all. Our room was no better. After we settled in, I dialed the front desk to ask about breakfast hours and if there were guest laundry facilities. Unfortunately the line just rang and rang and rang. We decided to head out in search of the laundry machines but couldn't find any. As we passed the front desk to exit, I asked a different male about laundry and breakfast. There are no machines in this particular location which was very inconvenient. There also was no hot tub which is always a plus at HIX.

The room itself was clean and exactly what you would expect from Holiday Inn Express (other than the smell). We always take along our pillows and small blankets for comfort when we travel. They all reeked from the odor and made our car stink after we left. My last gripe is that in the bathroom, there were 2 bottles of lotion and 1 bottle of shampoo. There was no hair conditioner which I always rely upon during my stays so that I don't have to deal with bursting or leaking bottles while traveling,

I have stayed in far better Holiday Inn Express hotels than this one. It seemed that attention to detail is not important at this location and all I can figure about the odor is perhaps the 3rd floor USED to be a smoking floor? I don't now, but it was awful. My daughter went down to the 2nd floor and said it didn't smell.

Again, I'm really sorry to rate this hotel as low as I did, but our stay really was...

DISPLEASED. OUTRAGED. UPSET!

These are but a few descriptive samplings of my recent experience with IHG and the Holiday Inn Express.

BACKGROUND: I travel extensively, for my job and favor the IHG network, for the value and dependable quality for stays. However recently, I went online, August 18th, and booked one night, August 20th to the 21st, at the Holiday Inn Express, Salisbury, NC. Confirmed and notified, online, confirmation #23973074. This location was closest and favorable to the work I was assigned. Then, I get a phone call telling "sorry" but hotel was overbooked and my room was not available! What? Booked and CONFIRMED! Needless to say, this confounded plans and arrangements already set in place. Because of this catastrophe, I booked an alternative location, still within my favored IHG network, for one night, August 20th to the 21st at the Holiday Inn Express, High Point South. I checked in that day, August 20th, in the afternoon, about 3pm.

Working most of the afternoon, from my hotel room and preparing for my job, the next day, I went to sleep at about 9pm. Then, I was awakened around 1100pm, startled with my hotel room door opening! A person entered my room! Roused me from a sound sleep, out of bed I yelled out, Hey! GET OUT OF HERE! He was shaken, saying over and over "sorry", "sorry, this is the room they gave me". This unknown intruder left hastily and I went back to bed. Next, a few moments later, a pounding on my door and a lady and man (later found out, after calling down to the front desk, this was BECCA and JOHN - front desk attendants) were standing in the hallway demanding to know who I was, what was my name. What? Why? I told them, they left.

I called to the front desk and John, answering the phone, was very apologetic, "I'm sorry" that should never have happened, "sorry". The next morning, at check out, I asked again why did such a troublesome and distressing course of events ever happen? He told me because their hotel previously had "squatters" in rooms!! OK, so they disturb a checked-in, paying guest to interrogate and attack - in the middle of the night - because of some previous incident?

This was bad and never should have happened. Never. Because of this, and no acknowledgement, or formal recognition, or any follow up from the hotel (Holiday Inn Express, High Point South), I will be looking at other lodging, hotels, to take my travel plans, for the business and personal stays in the future. And, sadly, will need to also share this reprehensible event with all my colleagues, friends, and contacts to make sure nothing as dreadful would ever happen to them, at an IHG property.

Sorry, you have lost a once loyal and...