Holiday Inn Express Kansas City - at the Legends by IHG — Hotel in Kansas City

I called the hotel the day before we traveled to ask about sending in a rooming list for our team since I had 7 rooms booked and I was told they did not need one so I left it at that. When we pulled up in a bus well after check in time and were told our rooms were not ready. I was then told by Daniel (not sure if he was the manager or not) that I was to write down every single name of every single person staying at the hotel with us. I informed him that I had called the prior day to do that and that they had said they didn't need to know that and he proceeded to yell at me and say "well I do!' I wrote down all the names for the rooms and he said he would place the first name from each rooming list on a set of room keys so when we return from dinner then we could just grab them on the way in. After we returned from dinner, each set of keys was passed out. I noticed on one set of keys that the original name was scratched out and replaced by a name of someone not on the team. Daniel asked me in a very accusing way of who had wrote that because it wasn't his hand writing. I told him it wasn't mine either and that he had wrote the names. He hands the 1 key to the 3 women staying in that room and they go up only to come back down 2 minutes later because there was a lady lying in bed in their room. Someone working had handed one of our keys to a random lady without ever asking if she was part of the team or not. Daniel proceeds to call the room and yell at the lady over the phone in front of the entire check in area while still "helping" us check in. Another room had paper and caution tape over 1 side of the window so they took a picture and showed him. His immediate reply was "I have never seen that, no one told me, and how bad is it?" I informed him that they were not going to pull up the paper or stick their hands through to see and that they needed a different room. He told me the best he could do was to go check out another room that was out of order and that he would be right back. I gave that group of women my room so I could just switch and the bus driver had given the other group his room so he could switch with them. At the time for us it was the easiest fix we could make since we were trying to get the team settled first. Daniel comes back after checking the out of order room and decides that it is usable so the bus driver takes the keys to that room. After all is settled, Daniel wants to now know what rooms were all in and the names of everyone in each one. I told him that he already had that information and that he switched the rooms and that we could figure it out but not before he starts demanding our bus driver give him his name for "safety" concerns. He yelled at our bus driver for about 3 minutes in front of people before finally stopping. After everything was settled and everyone had gone to their rooms, I finally went up to mine to find the bathroom was still dirty and covered in hair and had some drawings around the tub. The next issue came the next night when 2 women were being bitten by something in the bed. Upon further inspection, it appeared to be bed bugs. They went down to the lobby where a new guy was working and informed him of the situation. He called his manager and reported back that the best they could do was to give us 20% off of that room. When I asked about the 20% he said "that's what my manger told me to tell you and it's the best he could do but that he didn't actually agree with it." I asked for another room because they clearly will not stay in a room with bed bugs and the new guy said he has one that is out of order but could be stayed in since it just has a broken window. They decided a broken window was better than bugs so they moved rooms. The new room however was also still dirty and had someone's swimsuit still laying underneath the bed. The window had been smashed through on the first window pane but luckily wasn't smashed to where the outside air could get in. At check out the next morning, it was another brand new woman and she could only find 6 of my 7 receipts. I told her that I work for a college and had to turn in receipts so I needed the last one and she finally found it but not without going through stacks of paper. My overall experience with this hotel was the worst I have ever had with any hotel. They lacked customer service, preparation, management, and cleanliness. I would never recommend this hotel to anyone unless some major...

When we arrived for our reservation at 9pm we were told there was no elevator in service and our room was on the 3rd floor. We were also told the pool and hot tub were out of service. Nobody called us in advance to warn us about this. When we tried to book a hotel at the last minute at 9pm that night, it was impossible to find a room that was less than $100 more a night. We did choose to stay at this hotel because we really had no other option and we were literally sitting in a lobby at 9pm with two young children who were expecting to have a fun spring break getaway. We had to carry our luggage, including a stroller up stairs all while trying to get a toddler and young child up the stairs too. 😑 I requested to speak to a manager and was told no manager was available after hours. The lady working the desk could not transfer our reservation to another Holiday Inn and she couldn't off any discount or compensation for the terrible experience.

I requested to speak to the manager Saturday morning and was told he was sick and didn't come in. I asked who was handling customer complaints and was told nobody was available but I could email the manager.

Our kids were sad to walk by the pool each day and be told over and over that the pool was broke and they couldn't swim.

Breakfast Saturday morning was sparse, very little was stocked on the buffet line but we made it work. Breakfast Saturday morning was a disaster. There was NO eggs, meat, biscuits, pancake mix, syrup, milk, fruit, juice. There were also no spoons, napkins, or cofee cups. Basically our options were dry cereal and cinammon rolls. The line was down the hallway of people waiting to get food. There was one lady preparing food but it was impossible for her to catch up and fully stock the breakfast for everyone waiting. I offered to help so ended up stocking the milk, and finding plastic ware. Another man found the syrup and refilled that. Sooo many people were upset.

I asked to speak to a manager Sunday morning and barely caught him as he was walking out the door during all the breakfast chaos. I expressed my frustrations and demanded that he make this right. His idea to make this better for me was offering 5,000 points be loaded to my IHG account. It has been 1 and half weeks since my stay and those points have still not loaded to my account so I am concerned that is probably not going to happen. After the terrible experience I am left with a manager who didn't fall through on his act to make this right. Awful awful experience and I hope that after this review the Holiday Inn Corporation will find a way to...

We went to Holiday Inn Express KC Downtown for Father’s Day weekend. We live 3.5 hours from KC, so it was a fun getaway for our family. My husband is an active duty military member, and we went up on Friday to KC. As we were driving my husband got a call that he may have to return to base, as we all know, the world is a tad upside down right now, and my husband is responsible for over 500 young military members. When we checked in, there was a young lady and a man wearing a name tag that said “Marco”, I asked the girl at the desk what would need to happen if we had to leave early, she said bc I booked through Expedia, they couldn’t alter my reservation, I’d have to call Expedia. Later that evening my husband got the call that he in fact would have to return, and we would have to leave first thing the next morning. I called Expedia, and the man was so nice, told me per my reservation, it was up to the hotel to provide me a refund NOT Expedia. He put me on hold while he called the front desk, my husband went to the front desk and confirmed the call while “Marco” spoke to Expedia. The man at Expedia came back on the line and confirmed we were good, he spoke to Marco, Marco also told my husband we were good to only be charged that one night. The next morning, upon check out, my husband went to get the receipt and the young lady at the desk said they couldn’t give him a receipt bc we booked through Expedia, he said ok, I just want to confirm we are only being charged for 1 night, we spoke to Marco, she said at don’t anyone that works here named Marco! Well, we were charged the whole 700.00, and then a random 150.00 for I don’t know what, plus 25.00 to park in a open unattended, uncovered lot. I called the hotel to speak to the manager, it was the same lady that checked us in! She said she had to call her GM, they can’t check people out early unless they have her approval she said. She said she would call her cell phone, and call me back. About 1 hour goes by, she calls me back and says she hasn’t heard back. The whole days passes, nothing, so I call back, she says she will reach out to her again, to this day, I have heard nothing! So I am out almost $1,000.00 because of what???? Awful!!!! Do not stay here, EVER!!!!! I have travelled for work almost my entire adult life and this was the worst experience I have EVER HAD! To treat military members who have no choice but to return like this is absolutely awful! Shame on IHG, or perhaps it is bc we are Hispanic, either way, it...