Holiday Inn Express & Suites Houston NW - Cypress Grand Pky by IHG — Hotel in Cypress

This hotel stole over $400 out of my account 5 days AFTER I left the hotel. All of my past reservations have been paid for weeks! ||||It gets much worst. I am not a mom biologically, but I take care of 6 kids & I do not appreciate my money being stolen during the holidays. ||||I honestly do not know how they keep messing up such a simple two-step process. Normally you book a reservation, pay, & you’re done. How they keep making the SAME mistakes is beyond me. ||||I’ve had to contact them over 25 times to solve two issues regarding my reservation. ||||In addition to authorizing my card for a charge I never had, this is the third time I had an issue with this hotel. Even though the majority of the staff is kind, some of them are all over the place & they lack basic problem solving skills or listening skills. ||||My first reservation was through a third party. I didn’t have an issue the first time. So, I wrote a positive review for the hotel. After that, everything went downhill from there. ||||When I voiced my concerns to Gilbert via phone, his advice and response to me was that, “Maybe you will be better suitable at another hotel since my staff keeps making mistakes about my reservation.”||||I was taken back by his response. I had been incredibly patient & I was disappointed that he would say that to me, as if I was the problem. I even got out of line & allowed elderly ladies to get in front of me because that’s how I was raised. I was more than patient considering the situation. So, his comment was disappointing to hear. ||||That was very rude & I told him that I didn’t think that was right that he say that. He made me feel like I was being problematic when it was indeed the staff. ||||When I brought my concerns up to manager Jessica, she was extremely aggressive & rude. As a very compassionate, patient, & respectful human, I didn’t appreciate that. She gave off a bullying kind of energy. I had to politely stop her & ask her to speak to me respectfully in the same matter that I was speaking to her in. ||||My first reservation with the hotel directly led to them overcharging me, again. ||||I should have been charged separately for incidentals & then for the reservation. ||||Instead they authorized my card twice for incidentals & then they overcharged me then too. It took over 10 attempts to finally get to Gilbert. He claimed that my bank made the error & they corrected it, but I called them & they said they made the mistake and then later adjusted it on their end, so that was a lie.||||Then, the second time I tried to pay for my reservation. I wanted to put that reservation on another card. They told me that Gilbert said that MY RESERVATION WAS ALREADY TAKEN CARE OF, so I couldn’t not pay. I told the nice lady at the front that I have not paid. She said, “Well Gilbert said it was paid for.” I didn’t know what was going on but seeing that the order came from the manager, I didn’t know what else to do. I was exhausted with trying to get a solution. ||||So, days go by (at least three or four) and THEN they charged me. However, it was charged on the exact card I asked them not to authorize. This was the second incident. It was the exact reservation that I spent over 10 times trying to switch out my card. The one that I was told was already handled by Gilbert. ||||I talked to Gilbert about this. He told me that they would have to charge me again at that moment and that I would have to wait 7 to 10 business days to get the money that they took off the wrong card. ||||He then told me that he would comp me one night for the inconvenience on the last stay. That was the last I heard from them. However, I have not received a credit. Instead they decided to take $409.40 out of my account . This is very wrong. I want my money returned asap & I would appreciate it if the owner called me. ||||The staff members need...

This hotel stole over $400 out of my account 5 days AFTER I left the hotel. All of my past reservations have been paid for weeks!

It gets much worst. I am not a mom biologically, but I take care of 6 kids & I do not appreciate my money being stolen during the holidays.

I honestly do not know how they keep messing up such a simple two-step process. Normally you book a reservation, pay, & you’re done. How they keep making the SAME mistakes is beyond me.

I’ve had to contact them over 25 times to solve two issues regarding my reservation.

In addition to authorizing my card for a charge I never had, this is the third time I had an issue with this hotel. Even though the majority of the staff is kind, some of them are all over the place & they lack basic problem solving skills or listening skills.

My first reservation was through a third party. I didn’t have an issue the first time. So, I wrote a positive review for the hotel. After that, everything went downhill from there.

When I voiced my concerns to Gilbert via phone, his advice and response to me was that, “Maybe you will be better suitable at another hotel since my staff keeps making mistakes about my reservation.”

I was taken back by his response. I had been incredibly patient & I was disappointed that he would say that to me, as if I was the problem. I even got out of line & allowed elderly ladies to get in front of me because that’s how I was raised. I was more than patient considering the situation. So, his comment was disappointing to hear.

That was very rude & I told him that I didn’t think that was right that he say that. He made me feel like I was being problematic when it was indeed the staff.

When I brought my concerns up to manager Jessica, she was extremely aggressive & rude. As a very compassionate, patient, & respectful human, I didn’t appreciate that. She gave off a bullying kind of energy. I had to politely stop her & ask her to speak to me respectfully in the same matter that I was speaking to her in.

My first reservation with the hotel directly led to them overcharging me, again.

I should have been charged separately for incidentals & then for the reservation.

Instead they authorized my card twice for incidentals & then they overcharged me then too. It took over 10 attempts to finally get to Gilbert. He claimed that my bank made the error & they corrected it, but I called them & they said they made the mistake and then later adjusted it on their end, so that was a lie.

Then, the second time I tried to pay for my reservation. I wanted to put that reservation on another card. They told me that Gilbert said that MY RESERVATION WAS ALREADY TAKEN CARE OF, so I couldn’t not pay. I told the nice lady at the front that I have not paid. She said, “Well Gilbert said it was paid for.” I didn’t know what was going on but seeing that the order came from the manager, I didn’t know what else to do. I was exhausted with trying to get a solution.

So, days go by (at least three or four) and THEN they charged me. However, it was charged on the exact card I asked them not to authorize. This was the second incident. It was the exact reservation that I spent over 10 times trying to switch out my card. The one that I was told was already handled by Gilbert.

I talked to Gilbert about this. He told me that they would have to charge me again at that moment and that I would have to wait 7 to 10 business days to get the money that they took off the wrong card.

He then told me that he would comp me one night for the inconvenience on the last stay. That was the last I heard from them. However, I have not received a credit. Instead they decided to take $409.40 out of my account . This is very wrong. I want my money returned asap & I would appreciate it if the owner called me.

The staff members need...

I made a reservation on the IHG website a couple weeks ago for the upcoming weekend, Friday night through Sunday morning. I logged in to my IHG account today to modify the dates. I wasn't going to be able to make it Friday night, so I simply needed to drop Friday night and keep Saturday night. I was doing this in accordance with IHG cancellation, modification policy, before today's 6pm cutoff time. The website would not allow me to modify my stay, so I called the front desk and spoke with a pleasant lady about the situation. She informed me that her manager had imposed a mandatory two-night minimum and that I would be able to speak with that manager tomorrow. This would take me past the cancellation time of 6pm today, so I simply went online and cancelled my entire stay and booked one night at a competitor's hotel. The competitor's hotel is farther from where I need to be, but I welcome a bit of distance for ease of booking needs. I have used IHG hotels for decades and have hundreds of thousands of points, and will continue to use them. However, I will not book at this location again, as they do not allow for me to use my points and they have imposed a mandatory two-night minimum stay. Please be aware. If I was a manager of a hotel, I would be available at all hours to meet my customer and staff needs. Hospitality here...