Holiday Inn Express & Suites Bonham by IHG — Hotel in Bonham

Update to the message left by the hotel: You don’t. You don’t do daily room changes or full room service. My family and I were witnesses to that. Lies. Still get disgusted with your hotel (due to the bad memories) when we drive by.

I’m going to start off by saying I know there are two sides to every story, understood, but here’s mine:

Me my family and I have had to stay at the Holiday Inn and Express Suites in Bonham for the past month. We’re still here. Our rent home is undergoing repairs and maintenance. That’s a whole other story.

In the beginning our stay was just like any other hotel stay. As the days passed, the ladies that work here seemed to get annoyed with us still here. Mind you, we have six children and two adults in one hotel room.

Today, I witnessed such an awful experience with the hotel mentioned above. It’s not just today that I’ve witnessed such inhumane acts, but today took the cake. Maybe this is how we act towards others, but not in my world.

Between the eight of us, we have tons of waste/trash. We bag it up in a large trash sack provided to us by the hotel and place it outside in the mornings to make things easier for the cleaners, or so we thought. We also place our dirty linens outside the door.

During our stay beginning June 26th through today we’ve had maybe three knocks on the door to ask if we’ve needed anything.

I’ll skip a bunch of stuff so I don’t write you guys a novel.

This is not the first time this has happened during our stay: this morning I asked the cleaner if she could vacuum our room and change the bedding on one bed. She said yes, as soon as she was complete with her other rooms. Cool, no problem. We leave for the day, come back, and nothing was done with our room.

I walk downstairs to speak with the front desk who happened to be the General Manager. Perfect, you’d think. I asked her if we could have our room vacuumed and one of our beddings changed. She said yes, she can put us on the list for tomorrow. I said, one of the cleaners said she would do it today as asked. She said, well we don’t have the time today. I told her this was not the first time this has happened and our room is always skipped. She said, to my knowledge you refuse service. I said, I have never refused service. She said, if you don’t like the way we do service then you are welcome to leave, pointing at the front doors. I asked her if she had anyone above her that I could talk to. She said, yes, would you like my information, I said absolutely. She gave me her business card and told me she would be calling our property management company letting them know we need to find somewhere else to stay.

I left with her business card and proceeded to make a complaint with IHG, owners of this hotel.

I’d be happy to answer any questions with any gaps you see in my story.

Avoid Holiday Inn Express and Suites Bonham.

Jacqueline Gore, and...

We booked at this hotel for a friends wedding. We were told ahead that it was also graduation weekend. With this being said the front desk was very understaffed.

I went down for breakfast on Saturday about 9:45 am. When I went in the room to get breakfast the main doors were closed, but the side door was open. A staff member approached me to see if I needed anything and informed me that breakfast ended at 9:30 am. I explained that I read in the book it was 6-10. She left and returned with a book read "word for word" a section that says breakfast is 6:30-9:30. I then showed her the section where I read 6:00-10:00 and she apologized and thanked me for pointing that out. She was very nice after I pointed out the discrepancy, initially I felt belittled and as if I was being reprimanded. Not good customer service.

The manager, Corina (?), was especially rude and disrespectful. Mark was also short with the just married couple we were there for. This couple chose this hotel for their special occasion and their guest. When the couple tried checking in on Saturday they had to wait over 20 minutes before even being acknowledged. Mark was the only person at the counter with several people trying to check in and answering the phone by himself. I myself tried speaking with Mark but he was on the phone and didn't even acknowledge my presence. When he finally had time for the newlyweds, there was no reservation for them. And he said they were a 110% booked. How can you over book your hotel? What do you tell those people who think they have a room?

Regardless, this is suppose to be the happiest day of their lives and the newlyweds were being treated horribly. When Mark finally had the manager come out, she was extremely rude. Told the couple (the bride still in her wedding gown) that they did not have a reservation for them and that only 7 of the 25 rooms they had blocked were used. That is totally irrelevant, besides several people booked theirs outside of the blocked rooms, including myself. Since they would not allow me to have a king suite in the block.

Eventually the manager did get them a room and get them checked in, but she was not friendly or apologetic for the mistake. When the couple asked to talk to the person they had been doing all their planning with the manager let them know she was "off" today at a graduation. This manager also gave our DJ a hard time when he was setting up. She really tried hard to ruin this wonderful event for the couple.

In addition several people in our group were double charged. One person had her bank account overdrawn because of this. She was told it wasn't the hotels problem. A credit would be issued "eventually" but they weren't responsible for the overdraft charges.

Overall the hotel could be a great place if under different management and...

We arrived 30 minutes early however we were very understanding that we had to wait till the check in time of 3pm, no problem for us, totally get it! From 3pm on.. our experience was complete garbage (kinda like this hotel) at 3pm Jackie at the front desk said she locked herself out of the computer and didn't know which rooms were clean.. so we waited.. again fast forward 44 mintues later when she finally said ok I can check you in now.. so we rushed to get our things and get settled in! After eating, my two sons were beyond overjoyed to take a swim in the indoor pool per advertised, so we changed and headed off to take a dip, unfortunately the entire pool area was disgusting. Also the pool was not safe for my children yet alone anyone to swim in! Every single window was open, according to Jackie "to air out chemicals" (which clearly weren't present from the smell of none or the look of a not at all maintained pool). I didn't complain as I figured Jackie wasn't the person responsible for the pool maintenance. A couple hours pass and we went to the outside area so our boys could run around and burn some energy when my son asked to run around the pool like a track star one time. Since they couldn't swim, I said yes and even let him climb through one of the numerous open windows, as I watched and laughed before he could finish said lap.. Jackie appeared and said I should learn to be a better parent and that he can't do that, this is where I kinda had enough! I followed her back inside and asked for her manager or supervisor's number to which she flat out refused over and over again to the point of telling me they don't have phones.. I was outraged!! please save your money and don't stay here.. I have never felt so much unrest while paying good money to stay in a hotel, especially this place! I hope Jackie stubs both big toes on a table today. Thanks for allowing me to leave...