Holiday Inn Galveston Island, an IHG Hotel — Hotel in Galveston

Check in was a very slow tedious process. The young lady at check in was new and on property alone. She had a line waiting, I felt bad for her. No manager on duty. She said kitchen staff was available to help her , I saw no evidence of that. Several different guests were trying to purchase snacks from the store and ended up putting the items back because of the wait. She was very personable and was trying to provide good service. Walking into the hotel was not a good experience , hotel lobby was musty. At check in I questioned IHG ONE price guarantee for members as the price I was paying was $80.00 higher than what was online. She had to call the GM to ask. Well, needless to say that wasn’t honored. Finally get the keys and walk into a musty room as well. On further inspection it was obvious that none of the counter or bathroom surfaces were clean. Couldn’t call front desk because the phone did not work. Went down to inform FD that my room had either mildew or mold or both and it was dirty. To breathe in caused me to cough. She came up and checked the room (left people waiting at front desk for check in or waiting to book) she said it smelled fine to her but it was a closed up room smell, but said she could see a tinge of what a person with a sensitive nose would smell. She admitted that it was dirty and offered to clean the room. I felt sorry for her and didn’t want that dropped in her lap on top of everything else she was dealing with and parents with kids in the lobby trying to check in while she was trying to accommodate me at the same time. Asked her for a room move and she had to call GM. She said she’d get back to me. After an hour I went downstairs and she said she didn’t have a chance to call me back. She then called GM and told me I could move. Took the keys and went up to check the room. It didn’t smell musty which is great, but I kid you not when I say it smelled like manure. My husband was the one who mentioned it first and he’s completely laid back. Not this time. So the room move was onto another floor. The room also was dirty. Bathtub ring, moldy dirty shower curtain, dirty surfaces and a FILTHY TOILET. Went back down and asked if there was another room. She says the only room I have available is at a much higher rate than you paid. She says I can come clean your room. I said no it’s late and after 2 hours trying to get a resolution that didn’t suck for me, I just took the cleaning supplies and cleaned it myself. I’m really

sorry that I was being so

considerate of that front desk person because in the end it just didn’t matter. I paid over the online booking rate, and wasted 2 hours of my life between cleaning and waiting for a room move. She said that if I was dissatisfied with the room move that the GM would give me a refund. According to her GM that wasn’t what he told her. “HE SAID SHE COMMUNICATED EXACTLY WHAT HE TOLD HER, WHICH IS IF I FOUND THE SECOND ROOM UNACCEPTABLE, SHE COULD CANCEL MY ROOM AT NO CHARGE AND I COULD BOOK ELSEWHERE . This was not communicated to me obviously or I would have jumped on that. (Hotels usually won’t cancel advanced bookings) HOLIDAY INN 2.4 MILES AWAY HAD SAME ROOM FOR 100.00 CHEAPER. Also, how would he know she repeated his instructions verbatim? He wasn’t on the phone or on the property when she relayed them. Night auditor came right in after I’d gone to the second room and I asked her to come with me so she could see the proof of what I was saying , she said no it’s okay, I’ll make a note. Get up the next day to speak to the GM who did not apologize for the inconvenience or the state of his rooms. Ultimately the state of the hotel is his responsibility. What a fail. Not even sympathetic to my plight. And not a single apology. Didn’t offer to compensate with a refund OR POINTS which by the way I didn’t ask for. IT WAS OFFERED TO ME. He said the FD person that checked me in was in property at the time of my check out and I asked the GM to bring her forward so that we could talk about what she said to me vs what he said to her. He says no, I won’t be doing that ! What? Why even mention it? Pretty gross if you ask me. Don’t book your room in advance in the slow season because if they have rooms to sell at a lower price they aren’t going to move on what was booked, even to MEMBERS of IHG. Also, if you want to check into a dirty room and clean it yourself, then this is definitely the place for you. IHG did zero to really help the situation. I stayed away from the HOLIDAY INN brand for a reason. Too bad I came back. Yikes , wonderful treatment for paying customers. Loved it !!!!! (Sarcasm ) I didn’t book INTERCONTINENTAL, this I’m aware of, I didn’t expect perfection. I know housekeepers are rushed and can miss things, not USUALLY that big of a deal. But dirty surfaces, dirty filthy toilets, nah…I think anyone else probably would have been irate. I was completely deflated when my problems ended up at the end of the line with the GM. What a neglected couple of rooms and zero hospitality. Zero!! All for the price of 185.00 you can get a two hour checkin process and clean your own room. Good job sir! If I was the owner of that property he would go. He’s not looking into anyone’s best interests, especially the paying guests. Live and learn. And if there even is a follow up to this review??? Don’t believe it where they say “I’m sorry for your issues you experienced, if you’ll call us directly we’ll be happy to discuss this further” haha they could have had that conversation on the way out. No it was , nothing free (someone unauthorized offered that) zero compensation, no price match guarantee, (they don’t do that) (he says IHG doesn’t do that) but at the very least? No apology . Its been my experience everywhere and anywhere , it’s what comes first., if nothing else. What’s wrong with wanting decent service , hospitable staff, and most of all a clean room?!!!! And no recognition for members, even the lowly club...

I am writing to express my profound dissatisfaction with my recent experience at your hotel. While I acknowledge that the only positive aspect of our stay was the availability of cruise parking, everything else was subpar, leaving us deeply disappointed.

We paid for accommodations for four people: myself, my husband, and two children, aged 10. Unfortunately, our stay was marred by several issues that should not have occurred at a facility of your standards:

There was no phone in the room, making it difficult to communicate with the front desk. I had to search for the hotel's contact number and use my personal cell phone to make any inquiries. The pull-out bed was not properly prepared, as it was missing linens. After searching the room and finding none, we had to go downstairs to request sheets. We were then left to make the bed ourselves. The TV remote was nonfunctional, and despite calling the front desk three times, the issue was never resolved. My husband even walked downstairs to bring someone up, but after an unsuccessful attempt, we were told someone would return to fix it. Unfortunately, no one ever came, leaving us unable to use the TV during our stay. We encountered issues with the microwave in our room, as the door broke and jammed while attempting to heat food. Maintenance did replace it the next morning, but this caused unnecessary inconvenience. Although we paid for four guests, only two towels were provided in the room. This oversight was quite surprising and inconvenient for a family of four. Regarding breakfast, we were not informed that there was an additional charge for the service. Had we known, we would have certainly made different arrangements. To make matters worse, the food was cold and lacked variety. What we initially thought was an included breakfast turned out to be a poor quality, paid offering, which was highly disappointing.

Overall, our experience was far below expectations, and we believe that improvements are necessary in order to provide a level of service that justifies the price paid. We hope that you will take our feedback seriously and address these issues for...

I am writing to express my profound dissatisfaction with my recent experience at your hotel. While I acknowledge that the only positive aspect of our stay was the availability of cruise parking, everything else was subpar, leaving us deeply disappointed.

We paid for accommodations for four people: myself, my husband, and two children, aged 10. Unfortunately, our stay was marred by several issues that should not have occurred at a facility of your standards:

There was no phone in the room, making it difficult to communicate with the front desk. I had to search for the hotel's contact number and use my personal cell phone to make any inquiries.

The pull-out bed was not properly prepared, as it was missing linens. After searching the room and finding none, we had to go downstairs to request sheets. We were then left to make the bed ourselves.

The TV remote was nonfunctional, and despite calling the front desk three times, the issue was never resolved. My husband even walked downstairs to bring someone up, but after an unsuccessful attempt, we were told someone would return to fix it. Unfortunately, no one ever came, leaving us unable to use the TV during our stay.

We encountered issues with the microwave in our room, as the door broke and jammed while attempting to heat food. Maintenance did replace it the next morning, but this caused unnecessary inconvenience.

Although we paid for four guests, only two towels were provided in the room. This oversight was quite surprising and inconvenient for a family of four.

Regarding breakfast, we were not informed that there was an additional charge for the service. Had we known, we would have certainly made different arrangements. To make matters worse, the food was cold and lacked variety. What we initially thought was an included breakfast turned out to be a poor quality, paid offering, which was highly disappointing.

Overall, our experience was far below expectations, and we believe that improvements are necessary in order to provide a level of service that justifies the price paid. We hope that you will take our feedback seriously and address these issues for...