Holiday Inn Express & Suites Globe by IHG — Hotel in Globe

Here is the abbreviated story.

My wife was a guest at the property for one night 11/07/2020 to 11/08/2020. The room was booked through the IHG app.

Sometime during the night her bill was placed under the door. When she reviewed the bill she saw it was showing an incorrect rate. She went downstairs to question the bill, and the young gentleman, she did not get his name, but she described him as having light red hair, was beyond unprofessional.

She told him her bill should only show X amount he asked to see her bill. She gave him the bill and he said that she should not have received this bill, and that he could not give her a bill showing what was paid.

She asked him for the copy back and he would NOT give it to her. He hid it behind his back.

She explained why she needed the bill back,to show her attorney so she could be reimbursed for the rate paid and yet he would NOT give it back to her.

At this point, he began to argue with her, and treated her unprofessionally, saying something to the effect of ma'am what part of you should not have received this bill do you NOT understand?

She advised she did not appreciate his tone. Again, he said something to the effect of, MY tone?

Customers are coming to the desk questioning their bill and not understanding what he tells them and he is not there to explain the bill to customers. He is a front desk agent, that is definitely part of his job!!

She then asked to see the manager, his reply was, we don't have a manager, look ( he pointed on the wall to show her there is no name indicating who the property manager is).

I am so angry that my wife was treated in this fashion, and that an IHG affiliate would hire an individual that would treat customers this way. A front desk agent is to represent your company, even if it is a franchised location.

What does it mean to be a Platinum Elite member with IHG? In my mind, obviously nothing! It is a shame!!

AT the VERY LEAST I am asking that IHG refund the total amount we paid.

I had also contacted IHG directly and was told the following through an email...

I recognize that you would like to ask for an update regarding your billing charges and I also realize that you wanted to know if IHG would be providing a refund, while I certainly regret any inconvenience this may cause, we can no longer issue a refund as IHG is not a merchant and we do not have access to the financial information that was used to pay for that stay.

I'd also like to inform that we received an update from the General Manager of the hotel and we were advised the General Manager would like to extend her apologies about the treatment that your wife received when she stayed at the property.

No one has contacted me to discuss this directly, and I do plan to contact...

Employer made my reservations. Arrived and checked in. While at the counter my phones GPS said "signal lost." The employee told me that service in and around the area was spotty and the Hotel's WIFI was not much better. Had to ask where my room was? Was directed to park in the rear by the pool as that door would be closer to the elevator. Drove around, and began to take my things inside. The elevator was gross, sticky gross! Went to my room, which had scuffs all over the walls, boogers, a large red stain on the carpet, and the sheets had dark spots. I sent photos to my wife back at home who said I should not have to put up with the conditions and she herself contacted the front desk. Amy came up and listen to my complaints and allow me to choose another room. Each room that she showed me also had black scuffs and boogers and stains everywhere. I asked her if there were any rooms that had recently been deep clean or renovated. There was not. Upon glance I chose a room which had less apparent grunge than the others. I sent my stuff down and thanked Amy for showing me the other rooms. I tried to settle in and went to put a few cold items into the refrigerator in the room. I open the refrigerator and there was a box of pizza with slices sticking out. Who misses an entire box of pizza? It was apparent that the cleaning team never even looked in the fridge. I went back down to the front desk and discuss the matter. Amy came back up and removed the pizza and wiped out the fridge and microwave. It was at this time, that I found a child's sock on the edge of the bed skirt off my bed I pointed it out and had it removed. A few minutes later I had to call the front desk again because when I went to use the bathroom I lifted up the toilet lid and there was a toilet brush shoved into the toilet. At this time when I called the front desk I was told that the general manager Pam Moore would be up to speak with me. She just had to let me know that she came from a family function to come speak with me. Was that supposed to make me feel guilty? Although she did Apologize , I was met with some very sarcastic remarks. I also apologized that I was picky, but for a place I would be spending the next five nights I would like to know that the space was clean. Pam told me to stop rolling my eyes and let me know three times that I did not have to stay here at this hotel and I was welcome to leave. Pam said that she would personally be overseeing the cleaning of my room this week. I'm not sure if that is a good thing or a bad thing and am I going to be mistreated for being a customer who complained? Pam left, and I still had to go downstairs and ask Amy if I could have a plastic bag to put the toilet brush into? She said she would be up in a few minutes. She did come up and remove the...

When I arrived the staff was rude to me at check-in. I was told that the pool is closed and that there will not be any breakfast served, though the advertisements on the phone when calling the location says that the pool, fitness center and breakfast are all three open and wonderful. Upon booking I would have never booked my stay if these things weren’t open. When walking into my room my shoes stuck to the tile area in the entry and the bathroom something sticky had not been cleaned up. The toilet seat had discoloration on it that is always there on several spots that looks like something dark sitting on the toilet seat- several spots of it. Both of my keys didn’t work to get in the room- which the front desk lady was in the hallway and saw and was quick to offer to handle. When the new key returned it still didn’t work and continued to not work the rest of the stay, but we did have the one key so that did allow us access so we were thankful for that. Upon leaving I went to the lobby to get a cart to help me take 6 “peoples stuff to the car and there was no cart. The front desk lady did tell me that there are two and looked for one for me but didn’t find one for me. As I was walking down through the lobby (now hands full of stuff) she said someone brought back the cart- and pointed towards the cart. When I walked back in I asked her if there was an owner or Management that I could speak to about the problems that I encountered. She said I can get on the website. I told her about the problems that I had, she pointed me again to the website. I was very happy to check out of the hotel and really don’t want to stay in a holiday inn again...