Holiday Inn Express & Suites Phoenix North - Scottsdale by IHG — Hotel in Phoenix

I booked this hotel for me and my pregnant wife to come visit for a wedding. I called when my plane landed at about 10:45am and asked if it was possible for an early check in. The lady who answered was super kind and helpful. She took a couple minutes and came back saying that she was able to assign a room for us and it's all set. She said I can come right over.

We went straight to the hotel, but didn't end up getting there until around 1:30pm. When we walked inside my wife was feeling very sick and dizzy. She went straight to the couch and laid down. I went to the front desk and stood there for a couple minutes, with nobody in front of me. There were 2 employees at the front desk. I am unsure of the ones name, but the other I could see on his name tag was Skyler. After a couple minutes of standing there, without saying hello or anything friendly, Skyler looked up at me and just said "We're not checking anyone in right now because our credit card machine is down". I told him how I need to get my wife in a room to lay down, a room was already assigned to me, and I already paid, as the whole amount was already charged to my credit card. Skyler said no, it can't be done. At this point I didn't like the way he was speaking to me and didn't seem to care about anything I was saying. Before this point I was speaking to him very nicely and calmly. At this point, I'm very bothered with the way we were being treated and how he was speaking to me. I asked for a manager and he said there wasn't a manager on the property. I went to sit with my wife for a little while.

A short time later I could hear Skyler from where I was sitting answer the phone. The person on the clearly was asking to speak to a manager. Skyler hung up the one and said very loudly, "people are being such jerks recently", clearly referring to me. I called the main customer service and expressed to them the situation I was in. There wasn't much that they could do for me if the hotel wouldn't check us in.

I went back up to the desk after 30 minutes or so and asked the other employee if there was an update. He apologized and said there wasn't, that he was on hold. After he apologized to me I told him I understand tech stuff happens, he has no reason to apologize. I told him that it's his partner up there that I have an issue with the way he was speaking to me. Skyler looked up at me, beat red face, very rudely and angrily said, "my name is Skyler". I told him I was aware what his name was and I already complained to corporate about him.

After another 30 minutes, I asked if there was an update, and I was told no, that they were caller #4 in line.

At this point wit the way my wife was feeling we got up and left, and found a hotel that got us right into a room.

I called corporate again, and they said that the general manager, Andrew DeSai, put a note in the system that he tried calling me several times and I never answered. He also said in his notes that they offered for us to stay on the couch and wait until they could check us in. He also stated in this note, that check in time wasn't until 3 and nobody said that I could get into a room before that. So, I didn't have any missed calls or blocked calls, or anything come through. In fact, I was told the manager was gone for the day and wouldn't be back until Monday. Also, I spoke with someone who said I could come check in. So, someone's being a little untruthful here...

The general manager charged me one nights stay and refused to give it back to me. He said because I broke policy and canceled the same day that he would be charging me. So the policy states that check in isn't until 3. I called at 3:20 and asked if their system was still down. I was told their system was still down and they weren't able to check anyone in yet. You would think that means they are going against their own policy.

I'm in the middle of a battle having to dispute a charge because hey wanted to charge my credit card.

I will never stay at a Holidays Inn or subsidiary of IHG again because of how...

Response to owner: Nothing is false. If you offer a surgery discount then I consider that a business partner. You and your office are uncooperative. I was verbally given a lower rate and then charged higher. Perhaps when you've just had a major surgery and taking care of your SO for a major surgery you will understand the craziness of life. My entire stay I consistently asked why my frequent traveler # was not included on my paperwork and had a promise of it being there by checkout - it wasn't and cost me more time to get it added after the fact. I was treated rudely by breakfast staff when I asked for a tray to take food to the room - every other Holiday Inn I've stayed has been wonderful. I don't know what happened here.

The manager seemed to think the surgery patient was going to bring a blanket and pillow and take up the entire couch. Well, never ASSUME, clarify! He was simply going to sit on the couch and relax as others had been doing during our stay. You discriminated - why? Never mind, don't bother as we won't stay there again. It's HOW you say something and his words could have been better stated, not an automatic "you can't do that".

Thankfully, corporate IHG listened and understood so they took care of me. DONE with this lazy unprofessional hotel.

This hotel is a "partner" with a local medical facility, but the manager of this hotel didn't seem to understand. We were granted a 2 PM checkout when the reservation was made, but surgical appointment changed. When i asked for an extended time of 1/2 hour, the manager said no. I said "I guess the surgery patient will just have to stretch out on the sofa in the lobby" until his medical appointment. He replied that we weren't allowed to do that! WOW. Perhaps this hotel SHOULD offer a few hours extended time to use the comfort of the room instead of having a poor attitude. We would have gladly paid!!! As a frequent traveler with accumulated Holiday Inn Express points, I think it's time to consider other hotels. We will be back in that area, but never stay in this hotel again.

Quite honestly, it wasn't the cleanest place to be anyway. I got a stern response from the breakfast staff when I asked for a tray to take food up to the room. I was told that it isn't allowed! But, it's OK for guests to put food back that they didn't eat - why did no one catch that?

Add insult to injury, they never ever put my frequent traveller number on the bill as I asked and was promised. Then they charged a much higher rate!

The medical facility is very aware of what we were told and brought the patient into their facility to make him comfortable. That is service, something Holiday Inn...

Chose this hotel because of all the Great Ratings, however, if you have an issue, don't ask the FDM for help! On 19 Nov 24, checked in because I had Major Surgery at the Mayo Clinic at 0530 AM on 21 Nov 24. At 11:30 PM on 20 Nov 24, as my wife (age 76) was taking a shower. The handle controlling the tub faucet broke and the water was running Non-Stop. The tub was about to over-flow onto the floor due to the slow drain and flood the room and the rooms downstairs. I got it shut off and had to wash the soap off my wife with numerous buckets of water from the sink using the ice bucket. I reported this to the on-duty Front Desk Agent. She said there was no Maintenance Man on duty and it would be repaired the next day. Since I was undergoing surgery, my checked us out and complained to the FDM. He said that he would take care of her when we checked back in on 22 Nov 24. I had to stay overnight at the hospital due to complications. On 22 Nov 24, we were about to check back in and explained to the FDM about my ordeal and that I almost died (BP 60/30). He was all smiles until I asked for a discount. He blew me off and said he had a meeting with his MGR, which was just a few feet away. After about 30 minutes and about to pass out, I stepped into their office and told him I was still waiting. His attitude changed to very angry because I confronted him in front of his MGR. He then blamed my 100 lb. wife for breaking the tub handle. He was so mad that he cancelled our reservation on the spot and threatened to call the police if we did not leave. I told him I would be taking this higher and he said, "I don't care about Social Media Comments"! I departed, however, my good wife apologized to him and pleaded with him to let us stay because she knew I was very sick. He wouldn't budge! We then left the hotel. I checked on-line comments and found another Senior Citizen (Slim 3014-Horrible MGT) 29 Oct 24, who took some extra towels out of the Maid's Storage Room and was called a Thief and the FDM threatened to call the police on him too! So, as a warning to guests of this hotel, don't take extra towels or ask for a discount or the FDM will call the Police! Never been evicted, nor, threatened to be arrested in my 71 years of life. By the way, I worked in Law Enforcement for 42 years. Just hope this comment reaches Upper Management and future guests of the hotel! If the FDM calls the Police on everyone who disagrees with him, he needs to be retrained or fired. They should be thanking me for saving their hotel from a major flood. My wife and I will never stay at Holiday Inn Express Again, so they have already lost One...