Holiday Inn Express Conyers by IHG — Hotel in Conyers

My family and I checked in on July 4th and had a check out date of July 5th. We had two rooms. Upon entering one of the rooms there was a huge water bug cockroach running around and my husband immediately went to the front desk where they told him “we’re a new hotel, we don’t have those” when we have photo and video of the roach. They didn’t have any rooms available of the same size so we switched with our family members and they took a smaller room. The hotel comped us a few dollar for the smaller room and said they would issue 25,000 points as we are an IHG member. The next morning while myself, my family and several other guests were having breakfast.. a member of their staff behind the front counter started slamming doors, yelling curse words, and screaming at a person in the lobby. My children were scared of the situation unfolding in front of us. We have our ideas of what happened but either way as a professional.. a member of any staff should be able to compose themselves long enough to take proper action of a situation happening in your lobby. Super unprofessional and tacky. We checked out right after that uncomfortable breakfast.. July 5th. A couple days later we went to book new rooms at another HIE and decided to check for our points that were promised and to our surprise there were no points given, and there was a new stay at this hotel on our account AFTER we had already checked out and left. We then checked the credit card used to book our 7/4-7/5 rooms and had unauthorized charged from 7/5 - 7/7. We called IHG and tried to figure out how this happened and said that the hotel would contact us within 48 hours. Cassie from this location said that someone authorized and extended our stay. We left the entire state of Georgia on July 5th. We did NOT extend this stay. We emailed Cassie copies of our receipts, and she said she would email us a copy of the registration card that was signed and also talk to her general manager about this situation. We never received a copy of this allegedly signed registration card. While Cassie was kind, there was no urgency to help us figure this out. We were charged an extra $400+ for these nights and $400 isn’t and shouldn’t be taken lightly. We tried to communicate with IHG again and they hung up on us and again got us no where. We have several other upcoming trips and we will not be using any more IHG hotels. This is the worst hotel experience we have ever had. I would not recommend staying here. As far as how they were able to recharge our card AFTER we left is baffling. We physically checked out the morning of July 5th and turned the room cards in. We will be using a different hotel on our...

This is a great hotel. Staff is friendly and helpful. They greeted me as a Platinum member and had already upgraded my room. Room was really quiet, clean and comfortable. Was able to sleep well in this hotel.

One really odd thing was the breakfast area. They had orange chairs that were lower to the ground and blue chairs that were higher but insisted on having the lower chairs at the high top tables and the higher chairs at the low top tables. I would move them over and the staff would move them back. Spoke to the manager and showed her the issue. On the last day, they had moved the chairs where they were more comfortable. Nit-picking I know, but it made it easier to sit at the tables and eat or work on a laptop. This being a new hotel, I figured they were working the kinks out.

They did not have hard boiled eggs as a breakfast item as they were waiting on the serving tray that goes in the fridge (I asked about them as I like to eat them for breakfast), could you not just serve them on a plate? Two mornings they served milk in a plastic jug that you pour on your own.

Overall it is a great hotel and the staff was open to our questions and feedback. I would recommend this hotel and would stay here again. It is also in a great location, easy to get to Route 20 and only 10 minutes from downtown...

I booked a hotel stay at this location, but as my travel plans changed, I canceled my reservation in advance. However, when reviewing my credit card statement, I was surprised to see a charge for a one-night stay. Upon checking my IHG account, it still showed me as staying that night.

I contacted customer service, and they assured me they would escalate the issue to the general manager, with a promise of a response within 48 hours. However, after waiting the specified time, I heard nothing. I called again, and the front desk agent told me that the system didn't show any cancellation on file, despite me having a cancellation number and confirmation email. She insisted I needed to call the hotel directly to cancel, even though I had already done so online.

She also mentioned that the charge wasn’t being flagged as a no-show and advised me to send my cancellation details to a provided email. Since then, I’ve received no follow-up from the general manager, which is extremely disappointing.

I canceled within the allowed timeframe and did not stay at the hotel, yet I’m left with an unexplained charge and no resolution. This experience reflects poorly on the hotel’s customer service, and I’m still waiting for an...