Holiday Inn Express & Suites Indianapolis North - Carmel by IHG — Hotel in Carmel

Check in was quick and easy-we'd had the reservation for nearly a year and had stayed at this particular hotel when it was with another chain. Lobby was updated, nice and clean. We left early in the mornings about a half hour before breakfast hours, but there were mornings that the staff was already preparing things and we took advantage of what was available. Mostly, they were very friendly-only one tried to remind me that breakfast doesn't start for another half hour. My only complaint about the room was that the exterior door squeaked terribly and the interior door to the bedroom didn't close until you lifted on the handle (top hinge screws were loose.) I asked a gentleman at the desk one evening if he could get those things fixed while we were away the next day. He made a note, but it didn't happen. The next day, I asked Lori, the desk clerk, if I could borrow a Philips screwdriver and a can of WD40. I explained why I wanted them and she got them for me. I was able to quiet the squeaky door, and I tightened the screws a bit on the top hinge of the inner door, but they were too short (1") and stripped. It helped but they need to be replaced with longer ones. (I worked building maintenance for 4 years.) I told Lori what I accomplished and she gave us a partial credit on our bill and 500 points on our frequent lodging account. I also forgot something in the room and called the day after we checked out to see if it had turned up. Lori was going to check on it and get back to me. Still waiting on that one. It's not a valuable item, but it does mean something to me. When I called today, (3 days after check out), the desk person checked lost and found, but nothing like it was there. The stay was fine. The room was comfortable and clean. Housekeeping was a bit slow although I believe they were full for most of the time we were there so they were always busy. One day, we returned around 3pm and the room hadn't been touched yet. We asked for clean towels-got them quickly, and emptied the garbage. That's all we want done when we stay for less than a week. Housekeeping is typically overworked and under paid. Even though we were on the front side of the building, the road noise was minimal and we were able to sleep fine. Bath and body works stuff in the loo also. Clean, quiet, nice staff (especially Lori) and a decent price-had the government rate. If we have business in Indy again, we will definitely look at...

I have stayed at this same location in the past on a number of occasions with no issues.

However, on this particular visit my experience was quite poor overall.

I use the IHG Rewards App to make my reservations. In my profile I ask for the following preferences:

High Floor

Away from the Elevator

Extra Pillow

Upon arrival the desk clerk processed my arrival and when he handed me the card keys I noticed it was on the second floor. I asked why not the high floor. His response was there were no guest on the high floor due to work being performed on that level. In fact there were guest on the third floor (directly above me). So he lied.

I asked if my extra pillow are already in the room. His reply was that each room already has four pillows in the suites (Like I didn't know that already). I requested extra pillows due to a back injury I have sustained and the extra pillows help with propping my back for more support. I had to use the pillow and blanket used for the sofa bed.

The room that I did find myself in was not away from the elevator...it was next to it! (#217).

The next morning as I was checking out. I was asked by the desk clerk about my stay. I informed her that I was not satisfied but I didn't have time to get in details due to my meeting. She stated she was the manager of the hotel and ask what was the issue.

I essentially summarized the above. I also informed her I paid a higher rate. Her reply was I purchased extra points. I am not naïve. I know they get the extra money.

Regardless, it still doesn't change the fact that as a Spire Elite level guest the profile should be reviewed and every effort made to accommodate the preferences.

All the manager could muster was a cursory "Sorry" and made no further effort to rectify the matter. I stated it's what I had expected she would say. She obviously does not possess the skills that meet the standards of a hotel manager.

It goes without saying I will be looking at other locations in Indianapolis to take my...

Checked into the hotel during the day (2:30 pm) and brought our bags and food into hotel room. Left for baseball games for the rest of afternoon and evening. Returned to hotel at 1:00 am and kids went to have a snack. Found ANTS all over the countertops, in a box of donuts, and all along the floor boards. Called to get a new room and they were booked for the night. Very unhelpful to find a spot for me and my kids to stay for the night. They wanted to come and spray the room and keep us in that room. Our other option was to check out. Spoke to manager and she was very rude and stated they could not call other hotels for us to stay at. Spoke with IHG as well to see if they could assist in getting us a room elsewhere since I used points and cash for my reservation. We were staying 3 nights. After 1 hour on the phone we still didn't have a place to stay. Had to stay on cots in another guest's room. My kids and I did not sleep well and the guests we stayed with didn't either. Stated I would get points back for the inconvenience (which I have not seen yet). I was put in a new room at 11:00 am after hospitality cleaned a different room. Hotel was going to give us an additional 5,000 points for the inconvenience (still don't have those points). Other hotels in the area were booked for the weekend so our options were very limited. Very disappointed that there was nothing in place to help a guest out for having ants in a room. Not our fault that ants were there (kind of like having bed bugs) and it was very disgusting. Will not recommend for anyone. Was a horrible situation during the middle of the night for myself and my 2 children. They should have given us all 3 nights for free for not being accommodating at all and for being rude. Not sure how much I will chose IHG hotels after this situation. We are platinum member and should be treated much better.

We had over 9,000 points taken away from our account for this stay and should have received instead....