Holiday Inn Express & Suites Charlotte-Concord-I-85 by IHG — Hotel in Concord

This experience had me wanting to switch to Hilton Honors because it was very stressful. In town for a wedding reception and family time. Should have been a positive, memorable weekend not overshadowed by irate hotel desk manager.

Pros: Location, housekeeping staff, breakfast attendant, Todd (Asst Gen Manager), Serena (Front Desk), all extremely professional, personable and doing such a great job within the facility. Thank you all !!! Enjoyed interactions with them and definitely want to begin by singing their praises. Rooms were clean, housekeepers greet you in passing, breakfast good, breakfast attendant spoke with me in Spanish, refilled everything promptly with adequate selection.

Cons: Stephanie Johnson, Front Desk Manager, she was extremely rude, unemphatic, defensive and argumentative when trying to address why our card was charged multiple times for 1 room. I understand mistakes happen. I could dispute the charges with evidence so I was not upset or going to let it ruin my day. However, it took 3 time consuming visits to the desk, her calling the owner for assistance, us calling and filing a complaint with Expedia and 4 total days, finally being assisted by Todd, the Assistant GM, to eventually clear the error they made during and after our stay. (4/8-4/10/23)

The details: Initially, Stephanie Johnson ran it before our arrival assigning us to room 408. We of course had no knowledge of this. We elected "pay at property" and was charged by Lora upon arrival and assigned to room 210. The next day, I saw charges on my email banking statement and spoke to Serena at the desk. Serena was very friendly, greeted me warmly, listened, and assured me the manager would be happy to fix it. Easy fix. She said Stephanie would be there in 30 mins. Waited an hour to allow her to settle into shift change vs bombarding her at exactly 30 mins...only to find a manager who presented very defensively, cold, with no greeting or anything. She said there was nothing she could do until checkout (we had another night's stay). I politely told her that wasn't a sufficient response. That being the merchant, I needed her to initiate a reversal on our behalf. She argued back and forth but eventually called the owner, performed key strokes and told me it would fall off. That they settled our account. I returned hours later with husband present asking her for documentation to provide to our financial institution (just in case) since we live 3 hours away. Barely making eye contact, she stated again, we were "settled with them and had a zero balance." That it was a holiday weekend (April 8-10, Easter) and she hated to bother the owner so we could take it up further with our bank!

After arguing back and forth with her unnecessarily again, pleading with her to take action, she left the desk pacing in another room. She returned, voice lowered, showed me her computer screen, printed a form, (activity log) and we finally were provided a form highlighting the 2 charges to retain for our dispute plus a receipt. There was a housekeeper present shaking her head in disbelief behind her, witnessing the final altercation, bless her heart. I stated, all I wanted from the 1st encounter was just documentation. Good customer service is important especially with her "20 years in the industry" and she should hold herself to higher standards sparing guests and herself unnecessary stress over errors.

Upon returning to Virginia, there was a 3rd charge pending (pre-Auth for 4/11) but still no reversal. Todd finally assisted us over the phone 4/11/23 with getting the charges reversed. He was very professional, knowledgeable, and efficient. Thanks Todd!!! I wish he would have been there during our stay. It would have been really nice to get the 15,000 points promised for the inconvenience but I'm just hoping no one else has to ever deal with this type of treatment. Egos should never take front stage where empathy, accountability & professionalism is required. I will not book here again unfortunately. My parents loved the Hilton down the...

I will NOT ever stay at this hotel again in my life! I’m a VERY frequent visitor to this particular establishment for numerous business reasons.This unfortunately was my Worst experience EVER that I have experienced with any hotel chain! I was overcharged and had “hidden/unexplained” fees attached to booking without proper communication! I tried to cancel per Victoria(pictured)Holiday Inn staff member and she was not willing to assist me in person. I called Priceline since hotel would not assist in cancellation due to rudeness and hostility! Even though they were at fault! Victoria stated the only way to cancel is through Priceline. I called Priceline to cancel and their over the phone rep stated Victoria personally would “not allow” cancellation even though she told me that was the only method and their “policy”. Absolutely insane run around! Holiday Inn Concord is still refusing to give me my funds back. Had to go to my personally banking institute to resolve THAT matter!

Victoria is a HORRIBLE human being!!!!!! She was VERY rude and unprofessional and didn’t want to help me! She was threatening in every aspect! As you can see in the picture, attitude w/non-verbal expressions is clear! Mrs.Laura is absolutely AMAZING in customer service! She would help me any way possible. So please everyone, be wary of this hotel due to unprofessional staff members STEALING money from your account and then getting nasty when you question their unreasonable methods! Will book OTHER surrounding locations in the future! So I can sleep and stay somewhere in PEACE and have MY money in my account!

FULL DISCLAIMER SINCE I'VE SEEN YOUR RESPONSE! It was NOT Priceline's fault whatsoever! Let me make that fully clear. It was the sheer ignorance and rudeness of YOUR STAFF locally in Concord! Simple as that.

Please don't deflect and make it seem like it is an issue with Priceline. Because that's false! Again worst experience in YOUR hotel!

I'm already set up for the remainder of the week at a beautiful establishment THANKS to Priceline trying to resolved the mess your location created!

Please, do better! And fix your issues instead of putting it off on another...

This establishment has the worst customer service I have ever experienced. I stayed here a few days for work and the day of me checking out at 4:30am to catch my flight at 6am, I waited 15mins to check out before I was forced to write a detailed note stating I was checking out. There was no one at the front desk to assist me. They are suppose to have an 24hr front desk associate at all times. I almost missed my flight because of this. I called the following day to confirm if they had checked me out. I asked the young lady to check me out and inquired if I'd be able to get reimbursed for that extra day. The young lady told me she'd have a manager called me tomorrow morning to see if I could get reimbursed for that day because there is no a manager on sight right now that can do that. Todd the "Executive Manager" as he calls himself called me the following day & told me that I would not be reimbursed for the additional TWO days that was charged to my Corp card. The young lady Lisa never checked me out and Todd gave me excuses as to why his 24hr associate wasn't ready and available at the front desk, stating that they may have been in the restroom or getting breakfast ready. I don't understand what that has to with someone being available to assistant at the front desk at all times. Rather than him comprising and assisting in coming to a fair and just decision that'll make both of us happy; he choose to cut me off and speak over me instead of mediating the situation in a more professional way. I am just appalled at the lack of accountability that was taken and poor customer service I received. Due to this experience I will no longer be staying at Holiday Inn Hotels and they can also cancel my membership. This establishment was very unprofessional and the hallways reeked of Marijuana. I strongly do not recommend, I switched over Homewood Suites and had a way better experience throughout the duration of my stay in...