Holiday Inn Express Indianapolis - Fishers by IHG — Hotel in Fishers

This is a struggling property we have brought ourselves and crew to for a couple of years, until one night changed everything! Like I stated, this is a struggling property, the rooms are dated, plumbing isn't great, and housekeeping is so/so, but there were a few staff members that kept us coming back. We travel to the area for work often and would stay with our crew for a week at a time. It is worth noting that we have diamond elite status with IHG and diamond with Hilton as well. In other words, we travel a lot! Recently, we booked an M-F stay for 2 rooms, ourselves and one team member. We checked in on Monday, we got our room, and our team member got his room, and they wrote his name/room number on the key book, and everything was fine. We then discovered there weren't any working elevators (again, struggling property) so we went back and asked for a first floor room due to the amount of tools and items be need to bring in from the cold. Around midnight, our team member calls and says the front desk lady is refusing to give him a key to get into his room. He had been in his room and went to the fitness center to refill his water. His key worked at the fitness center, but when he went back to his room, it didn't work, so he went down to the front desk for a new key. Something I have done probably hundreds of times. Either lock myself out or whatever. She refused to give him a key without ID. He explained that his wallet was in his room but was able to provide a picture of his ID on his phone, and his name was written on the key book, with his room number from checking in. He then called us, woke us up and my husband then spike to her and explained, we have 2 rooms under our business name, he is in the other room we are here for the week etc. She refused to accept that explanation and said she wouldn't give him a key unless the person that was on the account produces his ID. He respectfully said, "I am in bed. Please look at my profile. He has stayed in this property multiple times, we are duamond members...." she still refused. Obviously not happy, my husband gets up and goes to show his ID, he then proceeds to tell her that this is ridiculous, SHE then tells my hisband she is going to call the police and have us ALL removed from the property. Like, what in the actual hell? He comes and gets me out of bed, and I go to the desk. By then, she was on the phone with the GM of the property, to which we know on a first name basis. My husband then calls IHG to report this entire situation. IHG assured us that the GM would call the next day. We all went to bed, and the next morning, we checked out of our first floor room due to a non-working toilet. They didn't have rooms available, so we put our things in our team members' room and asked for them to assign us a room once available. THE GM NEVER CALLED THE NEXT DAY! I tried to call 3 times and left messages. He didn't pick up my call or return my calls after leaving voice mails. I called the hotel mid afternoon to make sure they reserved a room for us and asked if the person who had caused all of this chaos would be working. I was told she would not be on shift that evening, and they did have a room for us. We went to the hotel for one more night. Canceled the rest of the week and checked in to the Hilton next door! WE WILL NEVER RETURN TO THIS PROPERTY AGAIN. Her attitude was absolutely atrocious. Quite often I book rooms for our crew and we aren't traveling with them. What would have happened then? He didn't have his wallet, keys, or belongings because they were in his room. What if we weren't there to show ID? Would she have kicked him out of the property? I understand she didn't know him, but every branch of my bank doesn't know me either, but I still get my money because they look at my profile and verify me She wasn't willing to do that and had an authority issue. My opinion is, quite frankly, because my team member is Mexican American. My husband also has an accent. It wasn't until she saw me that she realized she may have made a big mistake by...

The day clerk was helpful and welcoming. Our family met at his location from Louisville and Ft. Wayne to spend time together at Top Golf. Upon returning from Top Golf we all sat at a table in the lobby for hours drinking socially, playing Beanboozled (a jelly bean game), and Family Meme with the kids. When the night clerk arrived the feeling of welcoming took a turn. After about 45 mins of her shift, she came over to us with her hands shaking and said you all need to turn the cell phone music off and keep it down. I would recommend she be remediated on how to approach guest. Maybe, we appreciate you all staying with us but can you please keep it down a little and turn the music off. Her approach and tone were abrasive. About 30 minutes later, I walked to our room that was just down the hall and when I came back my family told me that she came over again and told them to be quite. One family member had turned the music back on and he shouldn't have. Totally agree he was in the wrong for this. I encourage the hotel to check the cameras to see that we remained at the table for hours, not acting disrespectful, and even cleaned up after ourselves and put the chairs back. Soon after going to our rooms, we got a call from our 16 year old cousin saying they and our other family members were getting kicked out of the hotel for asking the front desk for a plunger; and our other family member asked for blankets and a pillow for the pull out couch. The police were called and escorted both families to their rooms and made them leave the hotel at 130 am with 4 kids. The next morning, our cousin came into the hotel to speak to the manager about what happened and they cited him for criminal trespassing. We were never asked or told to go to our rooms while we were in the lobby socializing with our family for hours. We cleaned our area up and even asked the lady if she had an additional trash cans so we didn't have to leave the trash on top of the cans- she said to just leave it on top. I was not in the lobby when the interaction took place so I can not say exactly how it escalated so quickly; but I am disappointed on how it was handled by the Holiday Inn. We are Diamond Elite members and use IHG frequently. We will never stay here again and will not recommend it to anyone we know. I would like to see management review security footage to see how the night transpired and how they can improve the customer service skills of their...

My daughter and I checked in late as were at a volleyball tournament all day. When we first arrived another family was in front of us and was not happy and requested another room. I didn’t think anything of it at first. My daughter went to take a shower and called me in the bathroom to show me that there was men’s beard (it also looked like xxxx hair) all over the handle/sink (it was absolutely disgusting). I also took off the comforter to find a huge stain on the blanket underneath. I tried to call the front desk but there was no button to call the desk so I had to look up hotel and call on an outside line. When I got the front desk manager, she said there was nothing she could do and that the cleaning people don’t come in until 7am. I said this room has not been cleaned. At least bring me new bed clothes. It took forever to get the sheets and all I got was top sheets. Thank God we brought our own blankets and pillows. We had to leave for the tournament the next morning, and ran into a cleaning lady outside our room. She asked if we were checking out. I said no and explained the above to her. I left feeling like the room would be taken care of after all I talked to the front desk manager AND a cleaning lady that looked like my room was in her cleaning area.

When we arrived to the hotel around 10:30 pm..you guessed it NOTHING was done..hair still all over handle/sink, bed was not made, the dirty sheets and comforter and stained blanket was still on the floor. I walked down to the front desk to complain. She gave us a suite to move to at 11 pm at night when I had to get up early the next day. I asked if that was cleaned and she said she could not confirm that (seriously). We took it. I packed all of our things up and put on cart so we would be ready to leave in the morning.

I went to take shower and the shampoo, body wash was empty so I had to get out and root through my things to get them. So again going to believe this room was not cleaned as well.

Got up next morning to talk to assistant manger, not really empathetic. She did give us one night credit.

I had to laugh when I saw they did not give the original points for my two night stay. After all none of this was our...