Holiday Inn Express & Suites Austin North Central by IHG — Hotel in Austin

I am writing to report an extremely negative experience during my stay at the Holiday Inn North Central. Upon arriving at the hotel, my family and I requested a clean room, but upon entering, we encountered a strong cigarette odor and later noticed mold and cockroaches, indicating a clear lack of hygiene in the facilities. ||||When we attempted to address the issue by contacting the woman who identified herself as the hotel manager, and owner as said was her property the response was unacceptable. Instead of addressing our concern, this woman began yelling at us and abruptly hung up the phone. When I went down to the front desk to request an immediate refund, her attitude worsened: she ordered us to "get out" without confirming whether the refund would be processed, used crude language, and started recording me as I insisted on getting my money back. I requested to speak with a superior, but she claimed to be both the manager and the owner of the property, denying me any other avenue for resolution. ||||The situation escalated further when she called a security company. The guards arrived with an aggressive and threatening demeanor, without even attempting to understand the situation, apparently acting solely on this woman’s instructions. Throughout the ordeal, her behavior was hostile, unprofessional, and disproportionate, even telling me to "shut up, this is my property" while continuing her threats. ||||This experience was not only disappointing but also humiliating and alarming. A hotel under the Holiday Inn brand should uphold basic standards of cleanliness, safety, and customer service, yet what we encountered was the complete opposite. ||||This individual’s behavior is scary , aggressive, rude and the deplorable condition of the...

I'm giving this hotel a 1-star until they can rectify my situation. During my stay, while we were away, the cleaning staff seemingly threw away a plastic bag of dirty clothes. In it contained about $150 worth of clothing. This bag was not in a trash bin nor on the floor. This bag lied on the couch next to our other belongings and obviously only had clothes in it. When we came back to the room that night, the bag of clothes was gone. We talked to Aaron at the front desk that night and Caitlyn the next morning. Both were sweethearts, they were very understanding and apologetic and assured me that they would work with the cleaning staff to locate the lost items. Because we had to check-out the next day, the hotel said they'd give me a call with any updates.

Before I left, I was able to get the manager's name. Neil. Two days pass with no updates. I figured at this point the items were long gone so I wanted to see if there was any compensation for the items lost under the hotel's care. I got in contact with Neil who said he's working on the issue and would call me back the next day by noon. The next day, noon rolls around, no call. So I called asking for Neil. He immediately sounded irritated. He told me he's working on it and that he'll call me when he knows something. I was barely able to make out what he said before he slammed the phone down and hung up one me without allowing me to say anything. This is extremely unprofessional behavior.

With this amount of time passing, I already accept that recovery is impossible. I just want to be compensated and treated with respect. I don't know why this is dragging on for days and no one is enlightening me as to why either. There must be someone I can talk to who won't give...

During my stay, while we were away, the cleaning staff seemingly threw away a plastic bag of dirty clothes. In it contained about $150 worth of clothing. This bag was not in a trash bin nor on the floor. This bag lied on the couch next to our other belongings and obviously only had clothes in it. When we came back to the room that night, the bag of clothes was gone. We talked to Aaron at the front desk that night and Caitlyn the next morning. Both were sweethearts, they were very understanding and apologetic and assured me that they would work with the cleaning staff to locate the lost items. Because we had to check-out the next day, the hotel said they'd give me a call with any updates.

Before I left, I was able to get the manager's name. Neil. Two days pass with no updates. I figured at this point the items were long gone so I wanted to see if there was any compensation for the items lost under the hotel's care. I got in contact with Neil who said he's working on the issue and would call me back the next day by noon. The next day, noon rolls around, no call. So I called asking for Neil. He immediately sounded irritated. He told me he's working on it and that he'll call me when he knows something. I was barely able to make out what he said before he slammed the phone down and hung up one me without allowing me to say anything. This is extremely unprofessional behavior.

With this amount of time passing, I already accept that recovery is impossible. I just want to be compensated and treated with respect. I don't know why this is dragging on for days and no one is enlightening me as to why either. There must be someone I can talk to who won't give...