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

Property is very clean but customer service is non existent by some staff. Upon leaving the property for the day I stopped at the front desk to reconfirm housekeeping service for the day. I was abruptly interrupted and told there was no guarantee they had 47 rooms to clean for the day. I asked the front desk attendant if she could check her cleaning list just to see if my room was on there. She rudely replied she didn’t have one and she couldn’t give me any details. Yes there was other guest behind me and at this point I told her she should really watch how she speaks to her guests. She then looks up and says no you are the one being rude. I’m puzzled? Because all I did was ask to communicate with your staff to make sure my room was being cleaned. I guess at $150 a night that’s to much to ask of you. Upon my return I stop to get a new key and her coworker who was outside smoking with her comes in and asks what I need. I told her and she immediately says You were very rude to my coworker this morning and we have plenty of guests that are filing a complaint against you!!!me! So now your ganging up on me! Well one how did these guests get my information??? I ask her if she is the manager and why she is confronting me about her coworker. I’m a guest. That’s not your job. At this point I feel threatened. Then she says that on Past stay one of my guest was harassing other guests. Why didn’t you say something then? I have worked for a hospitality group that had IHG properties. This type of attitude does not go with IHG brand standards and this property should not allow this behavior. QA would frown on this! This same employee also was rude on my first stay! I explained my AC was not working in my room upon arrival and her response was ma’am what can I do about it we don’t have maintenance on weekends! Very sad! - Treat people how you wanted to be treated. And if you don’t like your job find something new. I’m now a business owner if I talked to my customers the way these two women talked I wouldn’t have any customers💁🏽💁🏽💁🏽💁🏽I am an IHG member I should be...

I am an IHG member, and believe it or not have actually never written a hotel review prior to this one, that's how bad this experience was for us. In terms of check in, the staff was overly militant about not allowing early check in, to the point that they actually called my cell (pre check in) to remind me that I couldn't check in early (Them: "You know you can't check in early, right?"). Who does that???||||In terms of the room, the door slammed like a ton of bricks, the bathroom wasn't very clean, and the bathtub faucet leaked non-stop. ||||In terms of breakfast quality - they had to-go bags, but there weren't enough at 8:30 in the morning when we went down, and then the food in there was all fattening and zero healthy options. ||||In terms of hotel pricing, it is too expensive per night for a little tiny town, especially with the quality of the room, the breakfast, and the service. ||||And then there was the bill, the final straw - as I checked my credit card, they charged me for the room about three times then finally fixed it to only charge once thankfully. And then when we got home we discovered an unexpected extra exorbitant charge that we were not warned about and wasn't discussed with us in advance, nor did anyone tell us about when they made the charge - they just went ahead and did it because my credit card on file. I called guest relations twice to complain and get a call back from their management team, who has ignored me and refused to call me back. That is how little they care about the customer service, retention, and lifetime value. Furthermore, at least thus far, IAH won't post my review on their site (at least not so far), so that leaves me to believe that they only post the mostly favorable reviews that you see on their actual web site, so be advised about that. ||||So, all in all, I agree that next time we will stay in College Station, and I highly recommend staying somewhere...

If you are looking to book for a group event: NEGATE THIS PROPERTY FROM YOUR LIST AND KEEP LOOKING! We didn't even get to the point of staying before terrible service after extended patience. I tried booking 35 rooms for a couple of our youth basketball teams for the dates of April 11th-April 17th. I called Customer Service on February the 15th to initiate this process. I was told by the rep I would receive a call within 24 hours. That did not happen. I followed up with Customer Service on February 18th and the rep explained the same thing. The GM, Mrs. Jenkins, and I spoke for the first time on February 19th. When we spoke, I gave her the dates I needed. She explained that there was a block created for a wedding party at the beginning of March so the system would not let her block those rooms at the time even though the events were approximately a month apart, but when the wedding party checked out, their rooms would fall into our block automatically. I was assured a block was created and after two days of requesting something in writing from her, I received a word document that included inaccurate information and no link for me to share with the teams to book so I responded requesting correction. There was no response to my emails nor the phone messages left with various receptionists February 23rd, March 1st, or March 10th. I got lucky and caught her on the phone March 16th at which time she told me she was working on it and asked me to call back that evening. I did and had to leave a message just as I did twice times March 17th, once March 18th, once March 20th, and again on March 23rd. Finally the evening of March 23rd, I was able to catch her on the phone to find she was not able to honor our discussion and arrangement made...