Holiday Inn Express & Suites Lincoln I - 80 by IHG — Hotel in Lincoln

When I checked in for 26 nights, I asked for a south-facing room (I'm a gold elite member). They didn't have one the first night but said I could switch in the morning. In the morning they said they would switch me when I returned from work. I asked twice at this time if they were sure the room they were switching me to would be the exact same size, and they said yes. Then they accidentally switched me into a room that was half the size of what I booked. I immediately went to the front desk and asked to be switched back - explaining that I'd rather have a larger room than sunlight for such a long stay. ||||The parking lot was empty and there were plenty of available rooms, from people who had not yet checked in. The lady at the front desk insisted the rooms were EXACTLY the same. I said, "Okay, if they are exactly the same then give me another one." She continued to gaslight me. She said it would be unfair to give me someone else's bigger room because they paid for it. I explained that it was unfair to me because I had paid for that larger room. ||||She said no and then suddenly canceled my reservation and kicked me out of the hotel while still charging me for the night. I said, "Hold on, I think the city is sold out, I'm not trying to leave here." She said, "I don't care, I just canceled your reservation." She said, "Give me back the key card right now or I will call the police!" As I was loading the car she again said she would call the police if I didn't leave right away. I said, "I'm loading the car so I can leave. What's wrong with you?" It was shocking, extreme, and entirely unnecessary. She continued to make references to her safety even though I was not threatening in any way (I'm also a woman, half her size), which was an extremely disturbing and inappropriate use of gaslighting. For example, the first time she said she was afraid for her safety, I was sitting down and looking at my phone, while on hold with IHG and trying to find another hotel to go to.||||I contacted IHG's customer service and they told me the hotel manager would reach out to me (as they are required to) within 24 hours, which they did not. The hotel manager has not contacted me and refuses to take my calls. After 24 hours, the outsourced customer service people informed me about what the manager told them, all lies - that they offered me other rooms, a double queen, another king, etc and I refused all of them and after that, they kicked me out. They again told me to contact the manager but the manager won't speak to me. The lady who kicked me out won't tell me what hours the manager works when I call because "she is concerned for her safety."  When I call the outsourced customer service department, they say I need to contact the manager at the hotel. I am stuck in this endless loop where the hotel manager is clearly incentivized to save face and lie. I asked the outsourced customer service team why the franchise doesn't step in to handle this as I've been a customer for over a decade with no problems and, again, clearly the hotel is not incentivized to compensate me or resolve this in any way. They told me they only step in when the room is dirty or something like that- when there is "bad service" and this is not considered "bad service." ||||I reached out to IHG on Instagram. They said they'd look into it but also told me to contact the manager at the hotel. So I'm stuck in an endless loop of gaslighting. I had to book a new hotel that cost $120 more a night. They also charged me for the night after kicking me out. I had to cancel a bunch of deliveries I had coming to the hotel for work. This is terrible hospitality - to render someone without a place to stay in a nearly sold-out city simply because you are having a bad day and a little power trip might cheer you up. The aftermath from IHG rewards services of deliberate obfuscation/ customer disservice...

When I checked in for 26 nights, I asked for a south-facing room (I'm a gold elite member). They didn't have one the first night but said I could switch in the morning. In the morning they said they would switch me when I returned from work. I asked twice at this time if they were sure the room they were switching me to would be the exact same size, and they said yes. Then they accidentally switched me into a room that was half the size of what I booked. I immediately went to the front desk and asked to be switched back - explaining that I'd rather have a larger room than sunlight for such a long stay.

The parking lot was empty and there were plenty of available rooms, from people who had not yet checked in. The lady at the front desk insisted the rooms were EXACTLY the same. I said, "Okay, if they are exactly the same then give me another one." She continued to gaslight me. She said it would be unfair to give me someone else's bigger room because they paid for it. I explained that it was unfair to me because I had paid for that larger room. 

She said no and then suddenly canceled my reservation and kicked me out of the hotel while still charging me for the night. I said, "Hold on, I think the city is sold out, I'm not trying to leave here." She said, "I don't care, I just canceled your reservation." She said, "Give me back the key card right now or I will call the police!" As I was loading the car she again said she would call the police if I didn't leave right away. I said, "I'm loading the car so I can leave. What's wrong with you?" It was shocking, extreme, and entirely unnecessary. She continued to make references to her safety even though I was not threatening in any way (I'm also a woman, half her size), which was an extremely disturbing and inappropriate use of gaslighting. For example, the first time she said she was afraid for her safety, I was sitting down and looking at my phone, while on hold with IHG and trying to find another hotel to go to.

I contacted IHG's customer service and they told me the hotel manager would reach out to me (as they are required to) within 24 hours, which they did not. The hotel manager has not contacted me and refuses to take my calls. After 24 hours, the outsourced customer service people informed me about what the manager told them, all lies - that they offered me other rooms, a double queen, another king, etc and I refused all of them and after that, they kicked me out. They again told me to contact the manager but the manager won't speak to me. The lady who kicked me out won't tell me what hours the manager works when I call because "she is concerned for her safety."  When I call the outsourced customer service department, they say I need to contact the manager at the hotel. I am stuck in this endless loop where the hotel manager is clearly incentivized to save face and lie. I asked the outsourced customer service team why the franchise doesn't step in to handle this as I've been a customer for over a decade with no problems and, again, clearly the hotel is not incentivized to compensate me or resolve this in any way. They told me they only step in when the room is dirty or something like that- when there is "bad service" and this is not considered "bad service."

I reached out to IHG on Instagram. They said they'd look into it but also told me to contact the manager at the hotel. So I'm stuck in an endless loop of gaslighting. I had to book a new hotel that cost $120 more a night. They also charged me for the night after kicking me out. I had to cancel a bunch of deliveries I had coming to the hotel for work. This is terrible hospitality - to render someone without a place to stay in a nearly sold-out city simply because you are having a bad day and a little power trip might cheer you up. The aftermath from IHG rewards services of deliberate obfuscation/ customer disservice...

When I checked in for 26 nights, I asked for a south-facing room (I'm a gold elite member). They didn't have one the first night but said I could switch in the morning. In the morning they said they would switch me when I returned from work. I asked twice at this time if they were sure the room they were switching me to would be the exact same size, and they said yes. Then they accidentally switched me into a room that was half the size of what I booked. I immediately went to the front desk and asked to be switched back - explaining that I'd rather have a larger room than sunlight for such a long stay.

The parking lot was empty and there were plenty of available rooms, from people who had not yet checked in. The lady at the front desk insisted the rooms were EXACTLY the same. I said, "Okay, if they are exactly the same then give me another one." She continued to gaslight me. She said it would be unfair to give me someone else's bigger room because they paid for it. I explained that it was unfair to me because I had paid for that larger room.

She said no and then suddenly canceled my reservation and kicked me out of the hotel while still charging me for the night. I said, "Hold on, I think the city is sold out, I'm not trying to leave here." She said, "I don't care, I just canceled your reservation." She said, "Give me back the key card right now or I will call the police!" As I was loading the car she again said she would call the police if I didn't leave right away. I said, "I'm loading the car so I can leave. What's wrong with you?" It was shocking, extreme, and entirely unnecessary. She continued to make references to her safety even though I was not threatening in any way (I'm also a woman, half her size), which was an extremely disturbing and inappropriate use of gaslighting. For example, the first time she said she was afraid for her safety, I was sitting down and looking at my phone, while on hold with IHG and trying to find another hotel to go to.

I contacted IHG's customer service and they told me the hotel manager would reach out to me (as they are required to) within 24 hours, which they did not. The hotel manager has not contacted me and refuses to take my calls. After 24 hours, the outsourced customer service people informed me about what the manager told them, all lies - that they offered me other rooms, a double queen, another king, etc and I refused all of them and after that, they kicked me out. They again told me to contact the manager but the manager won't speak to me. The lady who kicked me out won't tell me what hours the manager works when I call because "she is concerned for her safety."  When I call the outsourced customer service department, they say I need to contact the manager at the hotel. I am stuck in this endless loop where the hotel manager is clearly incentivized to save face and lie. I asked the outsourced customer service team why the franchise doesn't step in to handle this as I've been a customer for over a decade with no problems and, again, clearly the hotel is not incentivized to compensate me or resolve this in any way. They told me they only step in when the room is dirty or something like that- when there is "bad service" and this is not considered "bad service."

I reached out to IHG on Instagram. They said they'd look into it but also told me to contact the manager at the hotel. So I'm stuck in an endless loop of gaslighting. I had to book a new hotel that cost $120 more a night. They also charged me for the night after kicking me out. I had to cancel a bunch of deliveries I had coming to the hotel for work. This is terrible hospitality - to render someone without a place to stay in a nearly sold-out city simply because you are having a bad day and a little power trip might cheer you up. The aftermath from IHG rewards services of deliberate obfuscation/ customer disservice...