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

1st of all, the hotel is in the middle of a remodel and shouldn't even be open. Also, this is a franchised hotel so when there are issues, the Franchisee blames Corporate and vice versa.||Secondly, and my biggest grievance is this:||When I made my reservation through IHG (parent company) it stated clearly that due to Covid-19 that, "reservations and bookings can be changed or cancelled." THEY ARE REFUSING TO HONOR THIS! ||I stayed 7 nights in this Hotel over a 2 week period for work. The 1st week, I let the front desk Manager, Crystal know that I would be leaving a day early and to please make the adjustment. She indicated that she would. Upon leaving the Hotel the next day, I asked for an emailed receipt to submit for my expense report. I was assured that it would be sent. It never was. I ended up having to call the Hotel 3 TIMES to get a receipt. Turns out, they charged me for a night that I wasn't there even though I let them know that I was leaving early. I tried to get a credit from Corporate and they said that it was the Franchisee's responsibility and the Hotel said that it was Corporate's responsibility. I made 5 phone calls trying to resolve this issue without either entity taking responsibility. The Hotel Manager was unethical and never let me know that I wouldn't receive a credit and I wouldn't have even known because they didn't send me a receipt. I had to call the Hotel 3 TIMES TO GET ONE! The other upsetting part is that Crystal, the Manager made no attempt to contact me when I told her I was leaving early to let me know that I wouldn't be receiving a credit. Her attitude when I confronted her about it was that it stated on the website that it was non-refundable and oh well.||NEITHER CORPORATE OR THE FRANCHISEE CARE THAT IT SAID IN BLACK & WHITE THAT IT COULD BE CHANGED DUE TO COVID. ||Also, when you call Corporate the agents are from another Country...I literally heard roosters in the background!||I ended up having to dispute the charge on my credit...

1st of all, the hotel is in the middle of a remodel and shouldn't even be open. Also, this is a franchised hotel so when there are issues, the Franchisee blames Corporate and vice versa. Secondly, and my biggest grievance is this: When I made my reservation through IHG (parent company) it stated clearly that due to Covid-19 that, "reservations and bookings can be changed or cancelled." THEY ARE REFUSING TO HONOR THIS! I stayed 7 nights in this Hotel over a 2 week period for work. The 1st week, I let the front desk Manager, Crystal know that I would be leaving a day early and to please make the adjustment. She indicated that she would. Upon leaving the Hotel the next day, I asked for an emailed receipt to submit for my expense report. I was assured that it would be sent. It never was. I ended up having to call the Hotel 3 TIMES to get a receipt. Turns out, they charged me for a night that I wasn't there even though I let them know that I was leaving early. I tried to get a credit from Corporate and they said that it was the Franchisee's responsibility and the Hotel said that it was Corporate's responsibility. I made 5 phone calls trying to resolve this issue without either entity taking responsibility. The Hotel Manager was unethical and never let me know that I wouldn't receive a credit and I wouldn't have even known because they didn't send me a receipt. I had to call the Hotel 3 TIMES TO GET ONE! The other upsetting part is that Crystal, the Manager made no attempt to contact me when I told her I was leaving early to let me know that I wouldn't be receiving a credit. Her attitude when I confronted her about it was that it stated on the website that it was non-refundable and oh well. NEITHER CORPORATE OR THE FRANCHISEE CARE THAT IT SAID IN BLACK & WHITE THAT IT COULD BE CHANGED DUE TO COVID. I ended up having to dispute the charge on my credit card....

Staff was pretty amazing, so maybe the hotel was just having a bad day. I'll have to max this out at 2.5 stars.

Here's some things that went wrong. Some nitpicky but I'll just write them all:

Decided against waiting until closer to checkout time to shower before an important afternoon appointment. Good thing I did, the water went out and wasn't fixed for something like a half hour to an hour. What!!

Then just before my checkout time the fire alarm went off. Went outside. Got back in and asked what the issue was. "Oh nothing! They're just working on the system!"

Phone was connected but had no dial tone. Possibly one of those you're supposed to press a line 1 or line 2 button to get a dial tone

Folded bed sheets left In elevator for at least an hour

First floor vending machine wouldn't vend an item. Did this to me twice, and to another customer once (that I saw). Staff refunded and called a maintenance person to look at it

Second floor vending machine vended warm soda. Good thing they have a mini fridge in the room and I was able to cool it a bit

Oh, wifi was present but connection quality was poor. Whenever I'd go on cellular data network everything would load so quickly. Back to their sucky wifi and it was easily just the opposite.

Seemed like some patrons had smoked in the hallway, or maybe they smoked in their room and it wafted out

There was some good. TV worked as it should, I liked their on screen guide. My sleep was very comfortable, and the water was nice and hot when I took my shower. Breakfast was also great. Wish they would have had a microwave in the dining room but someone nuked my food for me real quick. Oh wait, what was that turkey sausage business?? Come on people, we want...