Holiday Inn Express & Suites Tulsa South Bixby by IHG — Hotel in Bixby

EDIT: I appreciate the response. However, I would like to clarify that what I actually told corporate is that I had to turn the seat warmer on in my car. NOT the heater! I explained to them that I have a medical condition and the room had no hot water. The water in that room was lukewarm at best. Maybe hot water is subjective, but when you hold your fingers under the water for 10 minutes and it the temperature never changes…it’s not hot. I appreciate the response. I do not appreciate being told I said things that I did not say.

Terrible customer service. Our room had no hot water. But the hotel was fully booked. So we just had to deal with it. The front desk said the manager (Zain) would contact me within 48 hours. However he never contacted me. When I requested a refund, he told corporate that he tried to contact me and couldn’t get ahold of me. Lie number 1. On the 22nd, I was told that “the manager agrees with you and sent the request to corporate to issue the refund. If you haven’t received it by Friday then call back and speak with Zain before 6 pm”. Lie number 2. On Friday, still no refund. So I call back and speak with some guy named Lucky. First he asks what this is regarding. I explain it to him and he says “oh yeah first can I ask you, I noticed that you put a negative review online. Could you explain that to me?” I said “what? I have no idea what you’re talking about”. He says “oh well maybe it was someone else with the same last name”. He then puts me on hold, comes back and says “the manager said he put in the request and now you’ll have to wait on corporate to issue the refund. We don’t know how long that takes”. Today I contacted corporate and they tell me that they do NOT issue refunds. Only the hotel can do that. After a lot of back and forth with corporate, I call the hotel AGAIN and I speak with Lucky again. He tells me that he will transfer me but the manager may not pick up. He puts the phone down (doesn’t even put me on hold). Waits about 30 seconds, picks it back up and says, “he doesn’t work on weekends. But I wrote it down and he will call you on Monday”. I asked him who Zain’s boss is and he says “he is the boss”. I said “everyone has a boss. Who is Zain’s boss?” Again, he says “Zain is the general Manager. He is the boss”. I said “ok then who owns the hotel?”. He says “ha! I’m not telling you that! That’s confidential information”. “I said “ok I’ll just look online”. I am not holding my breath that Zain will ever call me OR that I will ever see that refund. It wasn’t difficult to figure out who the owner is, as I saw that they respond to these reviews. So if you’re the owner and you’re reading this, Zain is rude and unfriendly. He price gouges and does not give any concern whatsoever about your customers. He’s a liar and only likes to make himself look good. Oh and Lucky isn’t...

We headed to Bixby for a horse show. We had a total of 10 or 11 rooms booked for our whole group. We arrived into town around two and called to see if we could possibly check in early. We were told our room wasn't ready so we said no problem and headed to the barn. We came back around 7 to check in. The girl who checked us in was very nice...she checked us in and sent to the 3rd floor. When we opened the door it was obvious the room wasn't cleaned. The beds were unmade. There was trash in the floor. The bathroom was dirty. I immediately called down to the front desk and she offered us a king size room. I advised her that wouldn't work as we had 5 people and that was the reason we booked a suite. She then moved us up to the 4th floor. When we got to that room we only had two towels in a room for six as well as no coffee for our in room machine. I walked down to ask for some coffee and towels. She gave me the coffee and told me that they were drying towels and she would bring up a fresh set soon. She wrote my info down and told me it would likely be an hour. We waited. No towels. We were hot, sweaty, and dirty having spent our evening at the barn. We needed to shower so we just made the two towels work. The next morning we asked for towels again. None were available but the girl at the desk assured me we would get some today. We also inquired about breakfast and she told me they had run out of grab n go bags. It was 7 am. The rest of our group also had issues the night before. One family was also sent to a dirty room, another family couldn't get in their room because the key reader was broken and then the sink wouldn't drain. Another family (of 5) got bumped from their suite to a king size room. Another family was sent to an occupied room. Several of us needed towels in the room and never got them. We asked multiple times Saturday for towels and never managed to get them. Finally about 10 pm Saturday night I caught a lady with a towel cart and asked for towels. She told me they were reserved for her list of guests (which we weren't on anymore!?) And when I explained we had waited since check in friday for towels she mumbled something about me letting the desk know. At this point I was tired, hot, dirty, and sick of the lack of management skills and said to her we have let the desk know multiple times over the last two days. We have two towels for five people and we can't wait anymore. I took a stack of towels and went to my room. When we left Sunday for the barn they were put of breakfast...again...and the front desk girl told me she would bring towels to me shortly. If I had waited for her we never would have gotten towels since we were checking out that morning. The room was comfortable but overall the experience was awful. We will likely never stay at this holiday inn...

I booked 2 rooms. The room was mostly clean, but the air conditioner in our room (305) had a white, moldy substance growing in the unit. I was stuck with the room since there were not openings due to severe weather so we did not bring it up to the front desk for fear of losing the room all together. The people in the second room decided to book an additional night after the nights I paid for. The hotel lost power on the day there were supposed to check back in. They waited 6 hours before leaving the hotel, still without power, and the management tried to force them to pay for the room saying that "it was not their fault they were without power." The next day I was called multiple times by the hotel trying to get me to pay for the extra night, that was not used. I spoke to the manager 6 days later to confirm the charges on my card were all appropriate and he accused my mother of lying and tried to get me to cover the room again. Even if this were the only hotel available in the city again, I would choose to sleep in the heat and dark over staying here again unless there is a change in management.

Response: The guest that was going to stay an extra night spoke with the desk clerk the night before about extending their stay another night. They gave your clerk their card info the night before. The next day they went to lunch and when they returned to the hotel at (3:10 pm per my phone records) the power was out. They were told that the power would be on in 2-4 hours and went back to their room as the front desk could not check them in with no computer. At 7:04, I was called by the guest who said they had left and were going home because the power was still not on.

The following morning, i was called by a woman who identified herself as the front desk clerk, Sarah maybe was her name, and asked me for a card to pay for the room that was not used at 8:45 am. I explained to her what happened and she said she was told by the manager to contact me. I did call 6 days later to confirm that the charges were correct and not for that night with no power. During that call, the manager brought up payment again and when I told him that no payment would be rendered for a hotel room that was not useable due to having no power, he coped an attitude so I did indeed use a profanity and hang up.

SO again, there was mold in the AC unit in 305 and the manager called myself and my mother a liar on multiple occasions while trying to force payment for a room that was un-usable. Avoid this place until...