Holiday Inn & Suites Phoenix Airport by IHG — Hotel in Phoenix

The hotel itself was decent enough, the room was what i would expect from a Holiday Inn and and ok Hot buffet for Breakfast.||The issue was the rude, aggressive and arrogant Shuttle bus driver from the airport to the hotel.||My sequence of events was as below -||Called the hotel from the airport at 18:58 on Fri 6th Sep to ask can they pls send the shuttle to pick us up , the receptionist said ' Please go to Door 7 North in PHX terminal 3 and call me when there'||Turns out i was right beside it, so called him back at 19:00 to say 'Ok i'm at Door 7 ' he replied 'Sorry i meant Door 11, go there and the shuttle will be there in 10-15min'.||We walked the 20 second walk to Door 11 and waited outside in the Courtesy shuttle pick up area in the middle lane in 100F.||30 min later, no shuttle still, 3 other Holiday Inn shuttles had been and gone (different hotels), one of those helpful drivers did say to me 'If its the 48th Street hotel you go to you will need to call them and bug them to pick you up'. ||At 19:30 i called the hotel back, and said to the Lady receptionist 'we have been waiting 30 min now, is the shuttle coming ? ' , She advised there was 'an issue' with another guest drop off and it will be there in '10-15 min', i asked if it might be quicker if we just get an uber or is it better to wait, she apologized and said he would be there in 10-15 Min. So we waited.||||10 or so min later, indeed the Shuttle bus pulled up, the driver got out and immediatley went on the attack, saying his Receptionist lady felt 'Threatened' as we had called back and asked about where the shuttle was, and he 'needed to know she would be safe' before he took us to the hotel.||We were left reeling by this statement, my conversation with the receptionist was not threatening or aggressive at all, and i hope that the calls are recorded so the manager can go and listen to that conversation to see that for themselves.||||We explained we had called at 19:00 exactly and been told 10-15min, and we have waited for 30 min before calling back, he said that wasnt true and wasnt a debatable point, and he had been waiting outside at 19:00 when we first called ( if that was true why did the Receptionist say it would be 10-15min ??), he said they had called my Cellphone, i showed him my phone i had no missed calls.||||Truth is the shuttle driver/hotel messed up and left us waiting in 100F temps for 30 min, and the driver aggressively tried to make it out to be our fault.||He slammed the doors of the bus shut on purpose, he drove at high speed, and refused our dollar tips we still tried to give him when we arrived at the hotel||||This employee is a disgrace, and to the hotel, whichever shuttle driver was working at 19:00 on the 6th Sep 2024 should not be in your employ.||||Stay at the hotel, but...

Does Not Honor Agreements - Don’t Trust Their Paperwork

The checkout process of my recent stay shows me they do not honor their written agreements - several times over.

I came in on a Friday night for a wedding and while it was hectic, the two front desk staff working then were really sincere in trying to take things – they were awesome! The cleaning staff as well, and I did leave them a tip in their room.

Because it was a group event, I had two reservations, that were combined into one – the third day was booked through an event link given by their staff, and I got a discounted rate. When I combined reservations, I was given that same rate for all three days – the rate I already had via email confirmation.

Upon checkout, I realized that the third night was charged nearly $30 more. When I brought that up to the check-out person, their staff told me
*I should have never had a rate that low – even though I used their link emailed to me and it was booked *that they group/wedding rate was higher than what I was charged *that her manager would not lower the third night, but would in fact increase the bill to what she said was the highest rate, which I have in two different written documents that was not applicable to me (documents being the wedding booking link and my separate confirmation for the third date) *she couldn’t find my original document from when I checked in to “show me” I signed off on them increasing the room rate *she said a manager wasn’t around but would call me when the manager got in and it’s been a week and I have no phone call or message from anyone *I actually was in the lobby for a while and the manager came and talked to a different person (that person was upset because the website stated they had both a shuttle from the airport and a shuttle around the area but they only had the airport shuttle) *I never raised my voice in my interactions or got rude, but she was not…helpful or honest. Additionally, the hotel website has a bistro menu and signage and hours that when I tried to eat there, the staff told me was 5 years old and didn’t apply, which ruined my plans when I then had to get a ride to go eat breakfast.

So I have multiple examples, plus overhearing another customer, that shows they are not honest in their dealings – don’t...

We reserved and paid for a handicapped room weeks before our arrival. Trusting our reserved reservation to be met and due to my obvious physical condition, we went to our room and totally unpacked prior to finding our room was not handicapped accessible. I was unable to use the bathroom, a basic need. Upon this discovery I notified the front desk immediately, but all they could do was say they were sorry. Our reserved and paid for room was occupied, but they would try and move us when it became available. I was disappointed that there was no prior notice given, that we had trusted them and unpacked, expecting to stay in our room for the full 5 days. Instead, a day later we had to repack and move and unpack again. I felt we had lost a day of our stay in addition to not having an accessible bathroom to use. Had they notified us prior to arrival, I could’ve checked out other hotels with accessible accommodations. We were not compensated in any way for this almost insurmountable challenge. Very disappointing, we usually use Holiday Inn because their hotels usually are very consistent. The lighting was poor in this property. Breakfast was basically the same every day. We did enjoy our room service. The room definitely needed some attention. Ironing board went up, but would not go down. We asked housekeeping and they just left it up but moved it to the side of the room, where it stayed, instead of removing it and giving us giving us one that worked. The closet door was damaged, the carpet was separating at the seams, the bathroom had cracked tiles.The same red car was in the handicapped accessible parking space the entire time, which was the closest one to the entry. We paid for 5 breakfasts, but due to our early (5am) departure, we only ate 4. A credit or a way to just pay for those used would’ave been nice. And, it was the end of Spring Training, so room rates were grossly inflated. Not a good experience this time around and very...