Holiday Inn Express Forest City by IHG — Hotel in Forest City

I travel often for work and stay in hotels all over the East Coast but my experience at this Holiday Inn Express location was very disappointing and demeaning. While staying here this past week I noticed the rooms are in need of major renovations from very stained carpets to lumpy beds but the poor (racist) customer service by far needs an upgrade. Several guests including myself when needing to stop by the front desk during the day the staff were constantly back in office and even when they should have noticed guests at the desk waiting they took their time to come out to assist. During my last night stay after a long work day I stopped by the front desk to ask for three washcloths and towels (didn't have my room cleaned that day because all I needed were those replenished) and was told by a white staff person that the only way I could receive new ones was to bring my dirty ones down to her because "that may take away from what other guests may need." So three washcloths would take what away from guests??? I was shocked and very concerned for my welfare at that point but as politely as I could questioned why would I need to bring them down and was this a Holiday Inn policy (never got a confirmed policy answer but she just stated that's the only way to receive new ones). I then stated how could I just bring dirty ones down in my hands and she then gives me a trash bag with the word laundry on it and said use this so you don't have to bring them all down in your hands (with no hesitation). I knew at that moment it was not the right time to further discuss or reason with that person who made such demands. I went up and just maybe placed about two items in the bag when I returned she took my bag of dirty items and gave towels and stated see these new ones are still warm. This whole situation was the most racist and unprofessional incident I have ever experienced staying at a hotel. So a little later as I walking in from dinner (working through dinner getting Holiday Inn corporate numbers and info to file the complaint about what had occurred) and another guest asked a different staff person for a few towels they were provided them with no question (the way it should always work). So I asked that staff person why didn't she ask the guest to bring down dirty ones first and she looked puzzled and said that we would or should never request that from guests. So I filed a complaint with their corporate office that same night about that situation and everyone at that level was shocked to hear my experience. They kept stating it is not a Holiday Inn policy and apologizing. They stated the general manager will contact you to discuss further. After several hours waiting to be contacted (thankfully I checked out early that morning with the rest of my co-workers) I reached out to the corporate rep again and she advised that I would receive a call back soon and I did. The general manager advised the staff persob had been spoke to about it and advised that they were willing to give me one free night and points. I declined immediately (free and points really??) and advised the situation was racist and more than a conversation needs to take place. She advised me she didn't think the staff person is racist because she has 'mixed kids." I advised her it certainly was racist and that who she had kids by doesn't justify this as a small lapse in judgment. I am not satisfied with how this is being handled because I can only imagine what other people of color may have experienced at this hotel while interacting with this staff person. If you don't understand the problem with a situation like this or in many cases that are far worse then mine then please do a serious self-check and start treating people like you want to be treated. I will never stay at a Holiday Inn...

The Manager Melissa Cotton she is very unprofessional and was very rude and mean and told me that she would have me escorted from the property. Because I was telling her clerk at the front desk about the housekeeper was blocking me from being able to get in and out door to get my things to leave. Now the housekeeper saw me trying to get in the door with my cart she looked me right in my eyes and didn’t move as a customer it was not my job to ask her to move because she knows that she is not to block the doorway . So when in up to turn my keys in the clerk at the desk who was so sweet this weekend asked me was everything okay at this time I had to just calm my self down so I waited a little. The clerk said you can’t get it out I stated no that’s not it I told her that I just had to get myself together then I started to tell her what happened. Then Melissa Cotton, the manager came flying at her office with a attitude you could clearly see that she had a attitude I work with mental health she might could have passed that on someone else but not me . Talking about what’s going on out here like some one was fighting smh I stated to her what do you mean and why do you have a attitude I was just telling the clerk about the housekeeper blocking me in . The she started saying did you say excuse me I stated to her I should not have to I’m the customer she knows not to block the door and she looked me right dead in my face and would not even move . She saw me struggling to get around her and then she said again did you ask her to move like it was ok that her employee treated a customer like that . Like the housekeeper was her buddy or something she got mad because I made a complaint on her . The Manager Melissa Cotton was very rude and ghetto I was there from Friday to Monday and all the staff where so sweet and professional and nice until first shift this morning she told me to get out or she would have me escorted out for what I never threatened anybody I just came and reported her buddy make that makes sense and like I told clerk at the front desk, that’s why I never said anything to her. I came to the front desk because the way she looked at me and I knew it was gonna be a confrontation if I asked her to move. And clearly the manager is just the same way the management needs changing because if people have to be handled that way Lord have mercy whew Jesus. Thank God for saving me...

When I checked in to this property I was given three (3) different daily rates for the two (2) rooms that I had book for a business colleague and myself. The rate increased every two (2) days. I was told the rate was based on how full the property is on that specific date. This is the first time I ever experience a rate change for rooms booked for six (6) days in The United states. The manager on duty told me that the property was a four (4) star hotel and they charged rates accordingly. So……… to be clear a four (4) star hotel has; a restaurant, a bar, and an executive lounge for Platinum members of the IHG Brand. I am a Platinum member and know the difference between a four (4) star property and a below average property. The manager on duty at check in did call me after talking to the General Manager and gave me the same rate for the entire stay. Upon checking out my bill for both rooms had the three (3) different rates on it. I asked that the rate be fix and for a bill to be emailed to me. I had to call after two (2) days because I had not received the bill. I also found large bugs in my room which I killed and took to the front desk to express my displeasure and to verify that they were not bed bugs. The front desk person laughed and said that they were “stink bugs”. How condescending it was to be laughed at by the hotel staff. I was also told that they would have their exterminator check the room. The very next day I found three (3) more “stink bugs” alive in my room. I captured them and took them to the front desk. I asked if the exterminator had indeed looked at my room as they had told me would happen. Nobody could give me an answer. (Click on the picture to see the bugs.) It was very disappointing at the breakfast that forks where not available for use on one day. Lastly, the General Manager called me and told me that she would like for me to continue to use the property and she would get back with me with about a plan that would establish a rate for a frequent guest at the property. As I write this on 1/19/15 I have not...