Holiday Inn Express & Suites Kokomo, an IHG Hotel — Hotel in Kokomo

From Kokomo originally but presently live in another state. We pre-paid for our room weeks in advance using one bank/debit card, yet upon arrival the Hotel charged another card "on file" for an additional amount equal to what we paid! First, I did not give permission for this hotel to save my debit card on file. Took three business days for me to get my money back.

Bathrooms were designed with no heat. Outside temp in the morning was only 5 degrees, high of 19 during the day and the bathroom was freezing cold! Need to add a heat lamp to each bathroom. Further, no hot water in shower. Complained to front desk on first day but was told no maint person on-site, they never fixed the issue. Cold bathroom with only slightly warm shower water = freezing cold bathroom experience. Also, supervisors do not check the work of the housekeepers... found body hairs in each bathroom floor corner, each corner was dirty. Housekeeping needs to use vacuum suction to suck up loose body hair off the floor. Housekeepers may mop, but unless they sweep out or suck up loose hair it does not good. Brand new facility but due to lack of proper cleaning of the bathrooms we noticed how dirty the floors were. Key card did not work each day of the 8 days we stayed there. We literally had to visit the front desk every single day, 8 days, to have our key cards re-programmed. Frustrating when you are cold and tired and just want to enter your room but cannot.... because the stupid plastic card never worked... then after a long hard day of renovation (renovating a home we own in town) all we wanted was a hot shower.... but no hot water in the shower... so it was a miserable experience in the bathroom as we froze in there with no heat source... Staff did not know how to handle an upset customer, me, when I confronted them about over charging me nearly $800.00! First, it was THEIR fault, not mine. They placed the burden of fixing the issue, getting my money back on me, not them. It took 3 days to get my money back into...

Worst experience I have ever encountered at a hotel. Two families from a soccer team were escorted out of the hotel by police for allegedly running in the hallway around 8PM…you read that correctly, escorted by authorities like criminals for running in the hallway. The reason I say allegedly is because proof was not provided that these two boys were the culprits, but the boys were identified because they were cooperative and respectful to the employee and provided their names when she approached them in the hallway.

Let me preface by saying that I have done my fair share of traveling for work, sports activities and family vacations and I have never experienced anything like this in my 40+ years of traveling. The night clerk on duty acted completely irrational and unprofessional throughout the entire incident without warning or discussing the actions with the families. She continued to threaten to kick the whole team out when the actions were questioned.

This hotel was provided as our only option for a stay and play event by the organization running the tournament. From my count there were at least 4 other sports teams staying at the hotel as well. If the hotel is not willing or prepared to deal with sports teams to ensure a safe, comfortable and fun travel experience, they should not accept group reservations. Not only that, they should not employ individuals who are not capable nor willing to deal with their clientele in a professional manner.

The actions taken by the hotel and their staff were inappropriate and completely unreasonable. I would never recommend this hotel to anyone, and to be honest am pretty disappointed in the IHG brand for allowing this to occur without any...

Our group made reservations over a month ago with Michala. The young lady that booked our rooms walked us through the hotel, showed us the pool area and also the breakfast area. She was very friendly and we were eager to book at this newer hotel. When we arrived we were told that our reservations were not made and the young lady didnt work there any longer. After finding our confirmation number and proving that we did have reservations we were told that our rooms were not yet available. (It was after 3pm) I asked to speak to a manager and was told that one was not available. No apologies or reason for delay. Really disappointed that the same excitement from the 1st lady that we got in the beginning wasnt shared with the rest of the staff.||We decided to go eat and come back. When we returned and got checked into our room we were less than impressed. The room was nice but could have definitely been cleaner. Breakfast was ok but the lady that was in there didnt seem like she wanted to help us. I asked for 2 juices and she told me that there was only 1 per person. (We travel regularly and understand COVID-19 has stopped most breakfast services). Housekeeping doesnt clean the rooms while you're staying so we got clean towels from a housekeeper named Shana. She was the only person thatbwas friendly. ||Upon check out the same lady was there that checked us in and was a bit rude. I mentioned the cleanliness of the room and she said she hears that alot. ||Overall the hotel is nice. Staff should probably be reminded and understand that customer service...