Holiday Inn Express & Suites Clinton, an IHG Hotel — Hotel in Clinton

I would like to state that I have roomed with plenty of Holiday Inn Express Hotels from the Midwest to West Coast and I have never experienced this sort of unprofessional service ever. The front desk associate named Mindi was very rude and hung up the phone on my husband and I when we requested a refund for the room. I would like to explain the five reasons we decided to request a refund… The hotels walls and fixtures are purely patchwork jobs, you can tell this is an old hotel that had a cheap renovation project completed just to pass the Holiday Inn Express inspection. Upon entering our room the door was left ajar with the safety lock and looked as if housekeeping was still cleaning. The room was not thoroughly cleaned the bed sheets were tossed over it looked to us like when our 6 year old daughter makes her bed up. And the beds were super hard. There was patchwork on the walls of our room and brown small spots on the toilet one on the seat and two areas on the toilet top which were due to wearing paint. I decided to take our daughter to the pool instead of the water park because she doesn’t go down waterslides just yet. Also the water park is a separate entity with separate cost. So I took our daughter to the hotel pool and upon entering the hotel pool area I noticed the water was so murky I could not bring myself to get in the pool and I had to explain this to our 6 year old that Mommy does not want her or I to become ill from swimming in an unclean pool. (UTI’s are very high amongst swimming in filthy pools ) When I called to request a refund after less than an hour from check in I was hung up on then my husband called and he was hung up on as well by hotel associate Mindi Minson if that is her real name, I am not too sure because she refused to tell my husband her last name and decided to write it down with a terrible attitude the whole time. So after being hung up on twice my husband went to the front desk and asked Mindi Minson why she hung up on us and she said the phone just hangs up (which is a complete lie) she told us that she would reverse our checkin and that she cannot give a receipt but an activity log. This was the worst experience I have ever had with any Holiday Inn Express Hotels and I know we have fat chance of seeing any refund so I am just for warning anyone to be very aware of what you are paying for when you check into this Holiday Inn Express Hotel located in...

BED BUGS! I stayed in Room 311 at the end of October, and I woke up with 6 bed bug bites. I informed the staff so they could begin investigation, and I had to call back 6 days later as no one had informed me if it was confirmed or not. I called the Manager, Mandy, the next day as she did not call me in the AM like I was told, and she confirmed there were bed bugs. They gave me hotel points, but they would not refund me my stay nor would they pay for the fumigation of my car (I left all luggage in my car as I didn't want to bring the bed bugs into my home). I communicated with Guest Relations of IHG as I have been using IHG since 2013, and they told me they could not do anything and was up to the Hotel Management team. Communication was lacking, and they were not kind or understanding. I highly recommend not staying at this hotel! (2). In response to the comment by Carolyn: Mandy CONFIRMED the bed bugs were found by the pest control company - I am glad other guests did not have the same issue. I never said they were "following me" so don't put words in my mouth. I said it seems to be a "common occurrence" because I got bed bugs back in 2017, and I have transferred rooms twice in the past year due to finding them upon my inspection when I arrived to the hotel. It is sad that us guests have to inspect this hard due to the lack of sanitary conditions in hotels nowadays. But you are right, I am sure I have bed bugs hanging out with me everywhere I go and they just only decide to bite me when I am in your hotel. Thanks for the 40,000 points - that does cover the cost of the room, but it definitely did not cover the cost of the fumigation nor my luggage/clothing I tossed due to concerns of bringing the Holiday Inn Express Clinton, OK's bed begs into my home. The experience with your hotel management & IHG at this hotel was so poor that I will never stay at another IHG hotel again. When I got them in 2017, it was at a Hilton, but they took care of everything: gave me 100,000 points and refunded me. This all happened in one call and didn't drag out weeks due to lack of communication by IHG and your hotel staff. In the end, your hotel confirmed the bed bugs were found, and your lack of communication and compensation for everything I went through was...

Went in on Aug. 2 and departed on Aug 5th. Had two separate rooms so two reservations numbers.

When I checked in used a different credit card than one used to book the reservation. This created a problem that took about 35 minutes to correct, the staff at the desk had zero knowledge and just said to call tomorrow. I replied this was not acceptable answer as they scanned the correct card and it should be billed properly. They called the Manager at home and corrected the first reservation, when I check out of the second reservation again scanned the card to be billed, and when I got home checked and it showed duplicate bills on both cards. When I called to ask why, the girl was rude and not helpful and ended up hanging up on me, this is an unacceptable behavior to be in customer service, zero help other than telling me I have to call back. They person should have the knowledge to fix a problem and if they don't they they do not belong there, especially if the only answer they have is to hang up the phone on a customer who is wanting answers. The answer again was call tomorrow nothing she could do. I canceled all payments until the Manager calls and explains what is going on with this. This is my 3rd or 4th stay here and by far the worst. The issues at the last visit were taken care of and was impressed they were, so thank you to the Management for listening to that.

The breakfast was good, until the last day we went down at 09:30 and it was empty no food left out, was able to make pancakes for my 4 and 6 year old but had to ask for milk. Again usually this is run great but big failure this time. My trip this time is the worst one yet, and not sure if I will frequent this place again until the customer service is brought back up to the standard it was on...