Holiday Inn Express & Suites Ely — Hotel in Ely

I was trying to reserve 2 hotel rooms: room1: Double Queen bed, Room2: One King bed for the 13th-14th one night). I reserved the rooms via hotel's website. I had to put guest one's name and that automatically created an account with my friend's name. Not only that I had to buy one hotel room at a time and the website corrected the date back to the 12th (not the 13th like I wanted). I had to buy the rooms for the 12th then readjust the date to the 13th. I did this and the confirmation numbers that I was given were the same two confirmation numbers as before just the dates changed to the 13th-14 no charge it stated on the website since I changed it within minutes after making the reservations. When I arrived to the hotel today (13th) receptionist said they had charged my card yesterday for a "no show" for both rooms. For today I only had one room reserved (King size bed) no other rooms were reserved either. I had to buy another double queen size hotel room. So for everyone doing the math, I had to pay for 5 rooms (since I had the two reservations and yes, everything was already being charged) then the 2 rooms charged for the day before and still had to pay for 3rd room because the receptionist named Tru could not find the other reservation number, even after giving all the confirmation numbers and dates I showed her via email. I called the reservation hotline and they had to call the receptionist Tru to find the reservation number since they could not see it on their end either. I also told them about all the confirmation codes all three of them (yes two rooms are with the Double Queen beds and one room with a king bed). Those are the only confirmation codes I received. Now spent over $1,000 on what was supposed to be for two rooms and not five rooms. I talked to Cha at holiday inn hotline reservation number and when she transferred me to a manager they hang up the phone It happened twice to me. The manager Erick was very helpful, when I was checking out. He heard about the situation and found an alternative (not to charge me for the 2nd night's stay, since I was already charged for the day before and was not even there). That was a great solution. So for now on know not to use their website to book, the hotel website changes the dates for you when booking. Don't use Hiliday Inn customer service or reservation hotline, everyone there is not helpful. If any problems do occur, ask for a manager to talk to you in...

This hotel is very clean and spacious. The staff was friendly and tried to accommodate our needs. There are three negatives to this property. First, and most importantly, there was a 250.00 deposit per room. I live locally and reserved two rooms for family who was staying over thanksgiving. (3 nights each) We always stay at Holiday Inn Express properties when we travel, which is often. We have been members for many years and stay in these properties in different states. I have never had to put up any kind of deposit other than a small fee for incidentals. A $500 hold was placed on my card for the two rooms on top of the room charges. This unexpected fee caused a real hardship during the holiday. While the front desk staff was apologetic, I was told there was nothing they could do about it as the property is managed out of Reno. I heard the guest next to me complaining about this as well. I would have changed hotels but would have still had to pay for the first night on each room as the cancellation deadline had passed. Second, the hotel is right off of the highway and my family could hear semi trucks driving by all night. Third, and of least importance, the pool is very tiny and can not accommodate many people. The last two negatives could be overlooked as it is a nice, newer hotel. However, because of the deposit, which is more than the price of a nights stay, I will be using a different hotel in Ely when family comes to visit. I still highly recommend other Holiday Inn...

Bottom line: this hotel has serious noise issues (from the highway), and if you are on the side that faces the highway, it will be a bother. Manager Joanie could use this forum to address my concerns, but has chosen to no do as such.

And, asking for a quiet room accomplishes nothing, so keep that in mind. I made my complaint known to the company, and all I got in response was a cut and paste form letter that did not address my concerns.

My original review: Prepaid my rez and at that time requested a quiet room, then called ahead to confirm the reservation and reiterate my request for a quiet room. Well, they put me on the bottom floor right out by the noisy highway busy with commercial vehicles starting at 4:30 AM

There were other things, too

Not impressed, maybe it’s slim pickings around here

See screenshot showing where my “quiet” first floor room was. Do they punish you for making that request?

Also, the room was not cool enough to get a good night’s sleep, and there’s nothing you can do about that

Checking in was an abstract experience as the gal at the desk was on the phone and completely ignored me for a very long time. Finally I had to start saying things to her, like, “My reservation is prepaid.”

Most of my negative experience reflects on management of this hotel. In my fantasy world management would care, but I am pretty sure that is just...