Holiday Inn Express & Suites Lehi - Thanksgiving Point by IHG — Hotel in Lehi

We are a Silver Elite Member and have been staying at this hotel many times a year for approximately 6 years. Every single visit I make the reservation in both my name and that of my husband and the system takes my name out and puts in just my husband's name. It was never an issue in previous stays, although I did always ask why this would happen at the front desk. I would check us in and my husband would get the luggage and after 6 years suddenly I can not check us in and only he could. It didn't make a bit of sense. We have been married for 42 years, stayed at many hotels and have never ever encountered this.

Second, after filling out all the information confirming we didn't have pets, we turned around and their was a guest with a small dog in a gold lame jacket riding around on a luggage cart. We have allergies and choose hotels without pets. It was clearly not a service dog. And it should be noted that it's a disservice to people that actually need a service dog to do this.

So my husband took our issues to the general manager in the form of an email after they wrote to me trying to sell a corporate package. My husband replied to that sales person and copied the General Manager. He wrote back that they couldn't accept check in with anyone but the person who made the reservation for safety reasons. My husband stated: My wife did make the reservation in both of our names. It was the system that deleted her name.

It has to do with the rewards card which should have been in both of our names in the first place and it should have been easy to fix if it wasn't. When he asked to have my name included or to have our rewards card deleted, as well as challenged much of what he used as reasons he banned us from the hotel. My husband didn't yell, name call, raise his voice (it was email, not that he would anyway) , or even cause an issue with the employees. It was all in email and it was all civil. Challenging but civil. He even thanked him for his reply. The manager then replied that since we weren't happy with their hotel he was banning us.

This was his exact reply: "Unfortunately, it seems that this franchised property is not able to meet your expectations regarding our check-in process. We hope your experiences are more satisfactory with other IHG properties, but as of now you both are restricted from staying at this location. This restriction only applies to our property."

Who does business this way?

And let me add, all the safety concerns were mute when my husband pointed out in email that the staff has given me (the wife and person deleted from the reservation after it was made) an extra key when I was not with him during previous stays and I frequently put items from the IHG market on the room bill when my husband wasn't with me. I even tried to make the reservation without the rewards card but it deleted me anyway.

I wonder if the franchise owner is aware of how the general manager is handling things. Apparently you are only allowed one complaint and must accept what the General Manager tells you. He treats customers like they are employees. Don't challenge him. He can't handle it.

And wait for it people, unlike any other hotel, he will give a snarky reply to this review as he has with most of the one star reviews. It will be interesting to see what he says and if he twists the facts. Just read the other one star reviews. Sadly, there seem to be more and more of them. I've never seen a hotel reply to unhappy reviews with snarky come backs. We will be researching the franchise owner and corporate to inform them but we will definitely be staying at the Hampton...

We arrive after midnight to check in. Had called and spoke to the front desk lady to confirm they had a cot. We had advised that I was online booking the room… on the IHG website. Only room available to fit us, was a king suite with a king bed and sleeper sofa, but there were 5 of us, my husband and I and our 3 children. She confirmed when we booked the room online-ourselves, while still speaking with her, that she had a cot. We arrive and have to wait for the front desk lady, as there’s a man in front of us that seems super needy. Totally fine, I advise for her to take her time, I’m in no rush. I step up and the front desk woman is super sweet, apologized for the wait. She checks me in, and advises she’ll have the cot upstairs, but that she’ll leave bedding on the counter for us to grab on our way up. I have my husband and kids go up with our luggage and go to park our truck. I get upstairs to my husband and kids and he tells me the front desk lady has made a mistake. She had given us just a king bed with our cot. I tell him I’ll return the baggage cart and speak to her.

I get downstairs and approach the front desk lady. I tell her how there’s been a mistake. She at first starts to tell me how it’s IHG’s app and website that has messed up, but that there isn’t another cot for us to rent and they’re sold out so there’s nothing she could do. I let her know that I had just called to confirm she had a cot, and we had just spoken to her about the room and our plan of attack. I also advised that IHG would never allow me to book a room that couldn’t facilitate 5 guests. As I had just stayed at another Holiday Inn Express the evening before in Albuquerque, NM… which we had. She kept saying how it was a mistake by the website and there was nothing she could do. I finally told her to get me a manager or corporate on the phone. And explained to her that we had just drove 3 days to move here from Nashville, TN… only to find the shower at our rental broken. Tried to explain to this lady I was in no mood. She says that all she does is get the reservation and the room is already booked through the website. I said, that’s absurd… I said don’t you get the reservation and then assign the room based of the reservation request/requirements? She said no. This lady so wasn’t listening to anything I had to say, was offering me another queen bed room, I got a little stern and told her I wanted what I booked and ordered online. She finally switched rooms for us, after what seemed like forever. My husband had already started giving our 6 year old a shower in the first room. We moved rooms, everyone showered and were finally able to get some rest. Mind you, this is almost 2am by the time we’re all showered and attempting rest.

The following morning, we had two lady’s burst into the room super early… had to be 7am. Only to have another one do so, about an hour later. No apologies, nothing. Then we get down to check out and the lady that checked us out was incredibly rude. Not once asked us how our stay was. We walked up and I advised we were checking out, she said room number, I said originally 426, but we were moved to 409. She said “Oh!… did you get the receipt under the door this morning?” I was like, yes we did, after being woken up super early by your cleaning crew that obviously didn’t know we were there.

Not sure what went wrong here, but it was a beautiful and clean stay. The service though… super lacking is such an...

Traveler’s beware. We stayed at this location prior and went back since we were in the area. We called like we did in the past and asked on the phone if they would honor the rate on a third party site brek.com. The person stated no problem you will just have to show proof of this when upon arrival but the rate was confirmed. The representative then proceeded to ask for the website which we spelled out. Thinking there were no issues we proceeded to eat our dinner and head in the direction of the hotel. We then get an e-mail confirmation where the rate was $117/night not the $97 and that the reduced rate we were confirmed was denied upon review. The site listed that they reviewed was spelled incorrectly. We called back and waited 30minutes for the person to review, then their manager to review to be told we were stuck with the rate even though they had the wrong information on their end due to them using a third party call center. We were also told we could cancel but would be charged the rates on the email regardless due to the last minute booking. They stated to then go to the hotel to cancel see if they would cancel without fees. We went to the hotel and showed our proof to the hotel front desk who called his manager for approval to cancel without charging. The manager denied the request. As a manager of a company myself, I stated that the fault lies with the call center representative who guaranteed the rate on their behalf along with taking down wrong information to confirm the rate. The manager/front desk proceeded to tell me they do not employ the call center and are not liable for what they say. Any business who employs a third party vendor in any capacity is ultimately responsible for what is told to customers and the responses we received from the manager were completely unhelpful. I understand the price difference is nominal. I was more taken aback with the lack of accountability and professionalism in finding a remedy for the problem. We left the location and went across the street at Home2Suites. No third party call center and no issues honoring prices they advertised. I will never come back to this location and have also told my 40 offices to do the same.

*In response to the general managers response. No where on the call did my employee state the rate was $93. All your calls are recorded as advised by your call center. We would have booked through the third party website if your call center stated they would not honor the rate. Most hotels will honor the rate in order to save $ on the percentage or fee which is paid to the third party. Again, the customer service experience received at this location leaves much...