voco Moab by IHG — Hotel in Four Corners States

We were ultimately so unhappy here that we ended up checking out a full day early. It’s disappointing that they did nothing to make things right considering they are a brand new hotel with a reputation to build. I urge anyone considering booking at this property to strongly reconsider.

First, a whopping $640 hold was placed on my credit card seconds after I checked in and I didn’t realize until early the next morning. I had paid online in full for this booking and showed proof of my receipt. Reception barely spoke to me at check-in except to hand me my room keys and ask for a card to put on file. Not once did they mention such a massive charge. Upon seeing the $640 pending charge on my card, I asked an employee about it. He said, “What?! That’s crazy, the hold for incidentals should only be $200.” After trying to ask 3 different employees for help with this charge, nobody could help. One lady told me I still owed over $300 for my stay, another man said the hotel tax rate changed from 11% to 14% and I was responsible for paying that difference, and another employee said I owed nothing at all. As you can imagine I was confused about all of these varying answers and was no longer confident in their competency. I finally asked to speak with the manager because I didn’t know what else to do. Their “manager on duty” according to the name placard on the wall was Kumar. I asked to speak with Kumar and was immediately lied to and told he was not there. When I said that I knew the manager was there, the receptionist said, “Oh, well he actually is here, but he’s not in dress code so he can’t come to the lobby. He will come to your room at 6pm this evening to discuss the issues with the charges, okay?”

I obviously declined. In no scenario was I going to sit in my hotel room for hours waiting for the manager to get in proper “dress code” and come to my room privately. Kumar finally relented and came out of his office. He was visibly annoyed, even rudely remarking that he was off duty. He raised his voice multiple times, and spoke over me and my sister repeatedly when we tried to ask for further clarification about what I still “owed” and the separate $640 hold. He started waving random invoice papers at me, saying, “It’s not a charge it’s just a hold, you won’t be charged! Listen, this is how I do my business I know what I’m talking about!” This was so embarrassing. I genuinely hate confrontation and I was just trying to understand what was going on. He refused to listen to me or validate my concerns. He said I owed nothing else and that the $640 hold would be released immediately upon checkout. Spoiler alert, it was not. He could not give me an answer about why this hold was so much more than the standard $200 or why I was told by others that I still owed money on the booking. As I type this, my card still has a pending charge of $640 even though I checked out early yesterday. Not a single individual has reached out to me to offer so much as an apology regarding all of their shortcomings. I still don’t know what to do if that charge posts.

The staff here desperately need a lesson in basic communication, management, and hospitality. Also, despite other reviews, this hotel is not quiet. You’ll hear other guests at all hours of the day/night, and their pets. You can expect zero quality sleep which is a huge issue for guests like myself who spend the day hiking for miles and need to come back and rest. The noise issues combined with the above issues made for a horrendous stay overall. I gave them ample opportunities to make things right before resorting to posting a bad review. Maybe if they can correct the charge I’ll reconsider my review but I doubt they will. They made what should have been a relaxing vacation very stressful. Also, their in-person attitude versus their responses online are drastically different. I genuinely don’t think they care to learn anything from this situation, and I doubt they will change anything. I strongly urge you to stay anywhere...

DO NOT STAY HERE.

If it wasn’t for Kristina, I would’ve stayed at the Marriott up the street. This is a new hotel, but give it two years and this place will be a dump with the current management/owners.

Let me explain my frustration and reasoning behind such strong words. I originally had a one night reservation. When my plans changed, I called the front desk to see if there was availability to check in a day early and make my stay a two night stay. I gave them my confirmation number, and they were able to find my reservation. Shilu said that there was availability, as long as I was okay with a two queen room. I told her that would work, and expected my reservation to be updated. About an hour later, I checked my IHG app to confirm the changes were made. I noticed that instead of my reservation being updated to a two night stay, I now had two rooms for my original date.

I called back, this time to the reservations line expecting to have more luck. Boy was I wrong. I spent over 40 minutes repeating the same information to the woman with no progress made. I hung up and called IHG diamond support who also did not help. At this point, I was 10 minutes from the hotel so just showed up hoping the change was made. No surprise, nothing was changed. Kristina was working the front desk, I explained the situation, and she quickly edited my original reservation for an extra night. In literally 3 minutes she was able to complete the task that I spent the last 90 minutes trying to complete by talking to multiple different people, including Shilu who was a “manager”.

Once I got checked in, I was worn out so I placed the “do not disturb” placard on my door. Within an hour (at roughly 6pm mind you), there was a man knocking on the door stating he was with housekeeping. I had the deadbolt on, so I just ignored it and tried to get some rest. This was very strange though, why would housekeeping need to come to a room I just checked into?

The problems started there, but lasted the whole stay. The walls are paper thin as people mentioned. You can hear guests in all directions of you at all hours of the day. The shower has barely any water pressure, and has all the soap and attachments in the same corner that the water trickles down to. It makes a spacious shower feel incredibly tiny.

I also saw an elderly couple (that I assume were family of the management/owners) move from one room to another, and the hotel put newly checked in guests in that same room 20 minutes later. (I’m not sure what they’re doing here, but it’s very shady and will be reported to the BBB.)

Lastly, the trash can on the east wall was full for the entire ~48 hours I was onsite. It was never changed or even looked at by the hotel staff. This is just one thing that demonstrates the ownership/management of this establishment are shady and lazy. This place will be a dump in no time unless action is taken to improve the standards here. Again, DO...

Never will I stay at this hotel again, beware! The hotel itself is brand new. The facility is nice and quiet but something was off from the moment we checked in. From the beginning we noticed that this hotel had an enormous amount of security cameras in plain sight. This made you feel insecure, not safe. When we checked in, the front desk agent asked me twice if I had pets, in an interragative way. I'm severely allergic to animals and even wrote that in my room reservation comments! Our breakfast buffet was paid for with our reservation booking. The front desk agent doubting this. I had to show her in two separate areas proof that it was included (I guess the first one saying "breakfast buffet included" wasn't enough). We didn't experience any more problems until the final day. When we came down for our breakfast buffet we were told there was no more buffet because they were shut down by IHG for not passing health inspection (I am FL state certified in food safety and I did see multiple health code violations the day before). However they still were able to serve breakfast off their a-la-cart menu. They would only allow us to use a $15 credit per adult (not includint feeding my kids) in lieu of the breakfast buffet coupon we were given at check in. Please explain to me how that is equal to, and a fair substitute for the breakfast buffet coupon I paid for! Their a-la-cart menu was overpriced and this also forced me to pay for my children's breakfast which was originally free. This situation escalated to the front desk, where the front desk agent rolled his eyes at me, and told me the manager would handle it when he came in, which was only 15 minutes later. The manager never did. We had to hunt him down to have him refund us the breakfast buffet. It's almost 20 days later and we still haven't received the refund. This is ridiculous!! Although the hotel itself is in new condition, the customer service provided at this hotel is far from acceptable. They need to stop nickel and dime-ing for their own benefit and realize that the proper customer service is what will bring the profits in! Stop talking down the the customer and treat them with the respect of...