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

HORRIBLE HORRIBLE HORRIBLE hotel and management! Avoid at all costs and save yourself a headache! The front desk lady Deb can’t comprehend basic sentences. Literally need to draw her a picture. When we checked in I did split billing on one of our rooms, she preauth my credit cards correctly after explaining for 15 minutes how to do it. Then at checkout they just charge the full amount to one card. Left the preauth charge on the other card and wouldn’t release it. Also didn’t even save the preauth cards info to that room, just left it all on the first card. When I called to explain the mix up she couldn’t understand what I was saying. Literally I’d explain and then she’d say “ok so we’re on the same page” and I’d say “NO, we’re not even in the same book!” She kept saying I had rented other rooms that I didn’t rent…very frustrating to deal with! The manager was supposed to call me, still waiting on that call 2 days later. They then charged me another $314.08 on my card, so at this point I’ve overpaid for the rooms by $314.08, they claim they refunded me $314.08 and then the other front desk girl claimed they refunded me $514.08. I’ve asked 2 days in a row for a printout of charges and credits be emailed to me, still waiting on that! Still no call from the manager 🙄. Not to mention that the pool wasn’t working when we checked in and that was not disclosed to us at checkin. We were told by some guy there that it had been broken for awhile and it was on the website…and that it’ll be broke for at least a month or more waiting for a part to fix it. It wasn’t on the website when we booked or when my sister booked a couple days before our arrival. I just checked the website and sure enough…no mention of the pool being out of order. So disappointing to my grandkids! Housekeeping never cleaned our room (stayed 4 days)until the last night we were there and that was because we had to go ask. My sons electric razor and ear pods went missing after that, no point in addressing it with management because the manager Angel doesn’t seem to know how to work a phone. We rented the conference room and water/coffee are provided but weren’t provided until about 30 minutes after the party had started. Tons of construction guys staying there partying all night till like 12-1am and then up early like 4:30am being loud. So loud that 2 of our parties checked and went to a different hotel. We should’ve done the same. Lesson learned! We used to stay here when we’d visit, and it was always great. Not so much now! I don’t know what changed but it definitely wasn’t for the better! Save yourself a headache and stay...

I have emailed Holiday Inn about the disappointment of this stay, and I received a, "Thank you for the email. I will forward the concern to the Hotel Manager" response. I have yet to receive an email or call from the hotel manager. I am a Gold Level guest and choose to stay at Holiday Inn during business and personal travel. That has changed due to their absence of care, concern, or efforts to make the issue correct.

Upon check in at this hotel, I was informed that the hotel was full. I replied that I had a reservation. The front desk attendee asked if I was employed with Company X (fictional name), and I stated that I was. She stated that the travel agency with whom Company X books had canceled my reservation and that there must be a glitch between the travel agency and the Holiday Inn reservation system. To confirm, I asked if I was hearing correctly that the travel agency had canceled my reservation. She said that it happened to another individual who attempted to check in earlier. She began to call other hotels in Duncan to see if they had vacancies - attempting to send me to another hotel. At no point in time did she ask for my reservation number or look up my name in the system to determine if, in fact, the issue was that of the travel agency. I opened my laptop and called my company's travel agency. The representative asked to talk to the hotel desk attendee. The hotel desk attendee takes my cell phone, talks briefly, and then disappears into the manager's office. Some minutes later, the manager, attendee, and my cell phone come to the desk to begin apologizing to me (minus the cell phone). They checked an individual into my room (under my reservation) earlier. The glitch was not that of the agency or myself, and this would not have been known unless I challenged the information presented to me by the hotel desk attendee. Since they had checked that earlier individual into 2 rooms, another desk attendee visited one of the rooms to determine vacancy. I was put into that room - a handicapped room across from a loud banquet center that was being utilized by a company for training. I had a difficult time completing work during my time at the hotel due to the loudness.

The manager that evening informed me that she would have points posted to my account to make up for the misunderstanding and inconvenience. I have seen nothing. I have heard nothing. I am appalled at the lack of service at this hotel and even more appalled at the lack of service that I received from Holiday Inn after sending in my complaint.

Good bye...

Upon my arrival to the newly completed HIE - Duncan I had high hopes to be able to stay in a priorityclub hotel near to my business in Duncan, OK. I had very mixed feelings after my stay and I am now considering staying at the other major hotel in Duncan in my next 4 visits. First, the only person working night staff (around 8 pm) had no clue what they were doing. I understand that with new hotels you need to train new employees, but you should never put someone so new by themselves. This employee lied to me about them carrying toothpaste, and had an "I'm too busy to help" attidude throughout my stay. The same employee also messed up my coworker's reservations. I had 2 coworkers that had flight problems and needed me to push back their reservations by 1 night, so the employee was able to help, but in the middle of changing the 2nd reservation the computer system froze. The HIE employee assured me that once the system unfroze he would take care of it. Well, the next night when my 2 coworkers were checking in, 1 of them was without reservation and the same HIE employee lied right to him saying that the manager must have messed something up last night... even though I knew it was him who had messed up the reservation. Thankfully, they still had a room available for my coworker. Another mishap occurred with their staff involving their laudry service. I never got any laudry of my own done, but I ended up with someone elses clean laundry in my room. If I hadn't have brought those clothes back to the front desk and helped them figure out who's laundry it was, that person may have never gotten their clothes back. The last problem I encountered may be the worst. I had a 12 night stay there and I cannot guarantee that my bedsheets were ever changed. I got sick while there and had night sweats about 3 nights, and could still smell and feel that sweat days afterwards. Other hotels I've stayed in will at least have a paper card that you can put on the bed to request sheet changes. I could not find one in my room.

Overall, I really hope I that I can come around to want to stay here again. This hotel has potential to be great, but there is still severe organizational issues and...