Holiday Inn Express & Suites Austin South by IHG — Hotel in Austin

On March 24.2023, I made an online reservation for my children and I to stay at this hotel from April 7-9th to celebrate Easter holiday with our family in Austin. My children, 1 adult and 3 minors (2 yr old twin girls) drove an Uber from Houston, Tx to this holiday inn express & suites Austin South with luggage, etc. had no other means of transportation. Showed up at this hotel. Raining and very cold days. Weather was horrible. I called the hotel to let them know that I’m at Sam’s Club sent my drivers license, sent my credit card that I used to pay for our suite, sent the receipt, etc so they can check us in and give my adult 26yr old daughter the key so they can dry up and warm the twins until I got there in 30minutes to an hour at the latest. Nicholas was very kind! He helped the girls, after reviewing and confirming all the required ID, confirmation receipt,my personal phone call, my license that I sent them, my credit card information the staff gave my daughter the keys so they can go into room that I had already paid for weeks before. Jessica Cougart was the only one who had a personal problem this day. She grabbed the keys from my daughter and said even though my phone call and documents were confirmed, she needs me there physically until she would allow them to our room. Mind you, drove an Uber hours away on this very cold and rainy day to Austin. No other means of transportation. She made my children wait in lobby in front of the hotel front desk with my 2 yr wet twin girls. When I showed up, I provided the same confirmed documentation& asked Jessica if I can get corporates contact info. She immediately took this personal canceling my stay stating that she doesn’t feel that their hotel is the right hotel for us to stay in and cancelled our stay even though I kindly asked her not to. It is Easter weekend & it would be difficult to find another hotel. She refused to give me anyone’s number but her own direct business card & phone number. She stated this is a franchise& the owner is too busy so if I have a problem or complaint it needed to go to her only. She stated there was no one above her that she is the regional manager. When another staff member tried giving me corporate info she cut them off&said no. I could not believe how cold and heartless Jessica was acting this day. Even if she was having a personal bad day, being a “manager” working with families and children, you should be more professional and kind. I prayed for this lady asking God to forgive her praying her day goes better so no one else goes through what my children and I had to go through & be treated the way Jessica treated us as if we were inferior to her. I have stayed in other holiday inn express& suites in other locations and have never received such cold and unprofessional service, especially coming from a “manager”. I felt ashamed for her and felt sorry for any staff below her. My children & I ended up walking down the street cold and wet, twins hungry& crying in strollers, trying to hold all our luggage together, no car, no other family to pick us up, and The first other hotel was all booked. We ended up staying at a Marriott that God guided us to. Marriott service was excellent! Thank God they had a room available during this very busy Easter holiday weekend. I pray that corporate and higher authority will address this concern. Luckily, I had enough money in my card to pay for a last minute booking elsewhere. I thank God for his love & protection to keep us warm and safe. Never will we go back to this Holiday Inn Express & suites Austin South location. Thank you for taking your time to read this...

On March 24.2023, I made an online reservation for my children and I to stay at this hotel from April 7-9th to celebrate Easter holiday with our family in Austin. My children, 1 adult and 3 minors (2 yr old twin girls) drove an Uber from Houston, Tx to this holiday inn express & suites Austin South with luggage, etc. had no other means of transportation. Showed up at this hotel. Raining and very cold days. Weather was horrible. I called the hotel to let them know that I’m at Sam’s Club sent my drivers license, sent my credit card that I used to pay for our suite, sent the receipt, etc so they can check us in and give my adult 26yr old daughter the key so they can dry up and warm the twins until I got there in 30minutes to an hour at the latest. Nicholas was very kind! He helped the girls, after reviewing and confirming all the required ID, confirmation receipt,my personal phone call, my license that I sent them, my credit card information the staff gave my daughter the keys so they can go into room that I had already paid for weeks before. Jessica Cougart was the only one who had a personal problem this day. She grabbed the keys from my daughter and said even though my phone call and documents were confirmed, she needs me there physically until she would allow them to our room. Mind you, drove an Uber hours away on this very cold and rainy day to Austin. No other means of transportation. She made my children wait in lobby in front of the hotel front desk with my 2 yr wet twin girls. When I showed up, I provided the same confirmed documentation& asked Jessica if I can get corporates contact info. She immediately took this personal canceling my stay stating that she doesn’t feel that their hotel is the right hotel for us to stay in and cancelled our stay even though I kindly asked her not to. It is Easter weekend & it would be difficult to find another hotel. She refused to give me anyone’s number but her own direct business card & phone number. She stated this is a franchise& the owner is too busy so if I have a problem or complaint it needed to go to her only. She stated there was no one above her that she is the regional manager. When another staff member tried giving me corporate info she cut them off&said no. I could not believe how cold and heartless Jessica was acting this day. Even if she was having a personal bad day, being a “manager” working with families and children, you should be more professional and kind. I prayed for this lady asking God to forgive her praying her day goes better so no one else goes through what my children and I had to go through & be treated the way Jessica treated us as if we were inferior to her. I have stayed in other holiday inn express& suites in other locations and have never received such cold and unprofessional service, especially coming from a “manager”. I felt ashamed for her and felt sorry for any staff below her. My children & I ended up walking down the street cold and wet, twins hungry& crying in strollers, trying to hold all our luggage together, no car, no other family to pick us up, and The first other hotel was all booked. We ended up staying at a Marriott that God guided us to. Marriott service was excellent! Thank God they had a room available during this very busy Easter holiday weekend. I pray that corporate and higher authority will address this concern. Luckily, I had enough money in my card to pay for a last minute booking elsewhere. I thank God for his love & protection to keep us warm and safe. Never will we go back to this Holiday Inn Express & suites Austin South location. Thank you for taking your time to read this...

We stopped in Austin On our way to Houston for my Bachelor party. We didn’t even arrive until almost 11 PM and shortly after we went out to start off the bachelor party. We Uber it out and Uber back to the hotel just in time to catch two men trying to steal our trailer with our ATV. The two guys who had dismantled my truck and were attempting to steal my trailer took off running as we approached. We immediately got in touch with the front desk staff for assistance and what we needed to do to make a report. The front desk staff said “That is not our problem. We are not responsible for what happens on the parking lot.” I requested to speak to the manager but I was told instead “ you just need to go to sleep“. This in itself was very suspicious. After arguing with the front desk staff we were finally told “There is nothing I personally can do tonight he will have to speak with the manager in the morning“. We were able to move our truck(that had the transmission unhooked) under the awning in front of the front door. Two of my groomsmen and myself slept in the truck to make sure that it will not be stolen or attempted to be stolen a second time. We were woken early the next morning by a homeless woman helping herself to our bottles of champagne, energy drinks, and Gatorade while sitting inside of my ATV. She had tried to get inside of the truck but was unsuccessful, and instead made herself comfortable in the front seat of my ATV. She was asked to remove herself from our ATV and she promptly told us “no”. We were told that security would be running the premises as well as the local police however I find is untrue because we had to threaten the woman to get out and we had to call for help from the front desk to get her out. We have asked numerous times for a refund for this night, we have not had any response from the general manager who has promised to call us back. I have made numerous phone calls to the hotel to allow for them to try to make the situation right however many people have told us “ if it happens in the parking lot it is not our problem“. It has been a total nightmare and all I wanted was my money back for the room that our guys did not even get to stay in because we were so concerned about our belongings being stolen. I hope this doesn’t happen to anyone else because had our trailer an ATV actually been stolen, it would’ve been only our problem and the hotel would show no sympathy. The only front desk person who is any help at all or showed any...