Holiday Inn Rockford(I-90&Rt 20/State St) by IHG — Hotel in Rockford Township

Our Grandson is turning 5 and he loves to stay at hotels.  We picked your Holiday Inn for this past Saturday night stay.  We arrived and was told that the room we reserved was no longer available.  My response was "why isn't a room I reserved over a month ago no longer available?"  I was then told I could have another room and they would discount.  At this point I took out my phone and looked up the reservation.....King Size Bed with Jetted Bath Tub.  I told them, when I placed the reservation, there were only two rooms left and I placed it right away, that's what you want a customer to do....book it right away....correct?

  A young man sitting next to the woman who was taking care of me, said, well, the room is available, but we have no one to clean it.  To which I responded then bring someone in to clean it I have a reservation that I have paid for.  The young man answered we had no house cleaning people today.  I looked at him like he was speaking another language which hotel in the world does not have house cleaning people every day.  I then asked to speak to  a manager, which he said, also was unavailable.. By now I think I am getting punked because this is just all unbelievable. My husband and I use Holiday Inn all the time and we have never had this problem or with any other hotel..  I walked away to find another hotel, not without voicing my opinion to both of your people behind the counter.  Wow....5 minutes later, not only was the room available IT WAS CLEAN.   I could not believe that. this hotel could do this to my husband, my grandson and myself. The kicker of it all. was when we got to the second floor and to our room there were cleaning people up there.. What is going on with your hotel??  Why would this employee lie to us? 

  The next morning....we go to breakfast.....breakfast INCLUDED is what my reservation says.  The waitress brings up a bill for 15 dollars.  WHAT???   WOW.  I had not looked at it, it was a voucher for 20 dollars.  No FREE breakfast.  Come on......really?  So, on our way back to the room I stop at the desk and ask why our breakfast was not included when my reservation says breakfast included?......do you know what she said to me???????   Yes, it is deceiving!  Wow. 

If you were me....would you ever...

We booked the king suite we get there and we are told that we had a phone call saying that that room was no longer available. There was no phone call ever specifying that to us. She told us that she could only accommodate us for a normal standard room there was four of us. She offered me 1000 points and free breakfast, even though I paid for the breakfast while booking-so obviously, I didn’t need an extra free breakfast for the 2 1/2 days that we were there I said that’s not going to work, she would have to contact her manager to figure out she gets off the phone with her manager and says she’s gonna give us a better deal so we waited an hour up to see what was going on. Then she proceeded to tell me that the situation was fixed. (Again, she said it would be cheaper) The unreserve was to have two rooms that connected I paid for one thought everything was situated and then she said OK I need your credit card for the other room. I said oh hold on I’m not paying nearly double the two nights that I was going to be charged for when my original charge was gonna only be a certain amount so she had to call her manager yet again, and finally got situated where I was only charged for one of the rooms . later in the evening, we had a family function returned. Neither of the room showers worked contacted the Front desk to inform them of the situation of the showers not working they said either we can move you to a different room or we can give you a key card to another room so you can shower and the other room that we took a shower in that shower wasn’t working decided to go to bed without showering . was finally able to speak To the manager in person were she was so rube but “all of a sudden “ my original room” was now available. I said I’ll take that as the. She said fear what else can I do for you all rudely! We were there for a celebration of life so it was emotional . Emotional time never again and definitely think things could have been handled better and could have made my families time...

I had booked a room for me and my family of 4 for a 3 night stay. The room I had booked was a king suite room. We had a sporting event for my son that weekend. We live between 3-4 hours away from this hotel and sports complex. I booked it just over 2 weeks in advance. The hotel called and left a message with me the morning of when we were supposed to check in and told me the room was no longer available. I called them back and after 2 or 3 10 minute holds to speak to someone at the actual hotel, they said the reason the room was no longer available was because of maintenance issues. They offered me a single king bed room but with 4 of us it would be over occupancy. All they could do was not charge me a cancellation fee. They didn't offer to find another hotel with availability or even give me the IHG points I would have gotten for the stay. Nothing! I then spent the next couple hours trying to find a place for me and my family to stay. This was a fairly large sporting event and most the hotels within an hour from the sports complex were booked. I finally found a Hilton Home 2 Suites that was only 20 minutes away(would have been 10 minutes if stayed at IHG). So now we had to pay more for a room($40-$50 a night more), it was further away so we spent more money on gas, plus there was now a toll we had to pay every day back and forth to the sports complex. This place probably cost me an extra $300-$500 more because of their incompetency. Once I use the points I have earned, I am deleting my IHG app and account. Horrible experience. The crazy thing is I had to give them a bad review and I didn't even get the chance to stay there!...