Holiday Inn Express & Suites Rockport - Bay View by IHG — Hotel in Rockport

Very disappointed by the lack of guest relations! David is an arrogant person. Here’s my story.||We booked 3 rooms which consisted of myself (36 yr old mom) with my four teenagers, 36 year old mom with 3 kids and her 39 yr old sister, and 38 yr old mom with her three daughters ,son in law(18yrs old ) and 1 month grand baby!||We made our reservations last week for check in 8/1/22 check out 8/2/22.||We drove 3 and half hours to Rockport for our last getaway before the kids go back to school.||We walked in at 11am met the manger Chris he allowed us to change since obviously our rooms were not ready. So we preceded to the beach til about 3:30pm. Check in time is 3pm. Our rooms were not ready! David told us he didn’t know when they would be ready. We can make complaint next morning at 9 am.||He then said we couldn’t have 3rd room because Nathan is 18 must be 21! It’s the law?!||I said ok put my name on the room David said no he could not because we booked with Priceline. So I called Priceline they said as long as they speak with him they could change it. He kept letting it go to voicemail. Said it’s a blocked number! Lied to our faces saying the phone didn’t ring (we were standing there telling him to answer the phone)! David preceded to tell us no that he would not answer the phone! I told him to call the manager, he said no he could not because he was on the freeway. I asked a maid she said she would contact her! Idk why he acted this way! So yes at this time I become loud with him we are hot, tired, we just want to shower and have some fun!||David calls the police. He lied to their faces! I was still on the phone with Priceline officers were even telling him to answer the phone. He said he couldn’t! So the officer picks up the phone and answers it then hands to David! David says I don’t know what y’all are talking about and hangs up the phone! Oh at this moment I am livid! Officer tells me we are just going to have to find another hotel.||Thankfully Fairfield Marriott had openings $160 each times 3 rooms!||Been on the phone all day trying to get my refund from Holiday Inn.||I called Chris the manager at Holiday inn he said that David told him during pass down, that we were about to start a riot that we were all under 18 and could not give us the rooms! 4 of us are shy of 40 years old!||Chris then tells me that David said we were about to start a riot! Mind you besides us there were like 15 other families trying to get rooms(that weren’t ready shortly before 5pm)||I asked Chris to review the tapes you will see we are very nice and never got loud with him until he said we weren’t getting rooms.||I’ve been on the phone all day trying to get my $450 plus back to no avail did make a formal complaint with IHG corporate in reguards to this situation!||Completely stressful 1st getaway with just moms and our kids! That’s stressful enough but to be treated like this is absolutely disgusting way to take advantage of a group of women who just want a...

Very disappointed by the lack of guest relations! David is an arrogant person. Here’s my story. We booked 3 rooms which consisted of myself (36 yr old mom) with my four teenagers, 36 year old mom with 3 kids and her 39 yr old sister, and 38 yr old mom with her three daughters ,son in law(18yrs old ) and 1 month grand baby! We made our reservations last week for check in 8/1/22 check out 8/2/22. We drove 3 and half hours to Rockport for our last getaway before the kids go back to school. We walked in at 11am met the manger Chris he allowed us to change since obviously our rooms were not ready. So we preceded to the beach til about 3:30pm. Check in time is 3pm. Our rooms were not ready! David told us he didn’t know when they would be ready. We can make complaint next morning at 9 am. He then said we couldn’t have 3rd room because Nathan is 18 must be 21! It’s the law?! I said ok put my name on the room David said no he could not because we booked with Priceline. So I called Priceline they said as long as they speak with him they could change it. He kept letting it go to voicemail. Said it’s a blocked number! Lied to our faces saying the phone didn’t ring (we were standing there telling him to answer the phone)! David preceded to tell us no that he would not answer the phone! I told him to call the manager, he said no he could not because he was on the freeway. I asked a maid she said she would contact her! Idk why he acted this way! So yes at this time I become loud with him we are hot, tired, we just want to shower and have some fun! David calls the police. He lied to their faces! I was still on the phone with Priceline officers were even telling him to answer the phone. He said he couldn’t! So the officer picks up the phone and answers it then hands to David! David says I don’t know what y’all are talking about and hangs up the phone! Oh at this moment I am livid! Officer tells me we are just going to have to find another hotel. Thankfully Fairfield Marriott had openings $160 each times 3 rooms! Been on the phone all day trying to get my refund from Holiday Inn. I called Chris the manager at Holiday inn he said that David told him during pass down, that we were about to start a riot that we were all under 18 and could not give us the rooms! 4 of us are shy of 40 years old! Chris then tells me that David said we were about to start a riot! Mind you besides us there were like 15 other families trying to get rooms(that weren’t ready shortly before 5pm) I asked Chris to review the tapes you will see we are very nice and never got loud with him until he said we weren’t getting rooms. I’ve been on the phone all day trying to get my $450 plus back to no avail did make a formal complaint with IHG corporate in reguards to this situation! Completely stressful 1st getaway with just moms and our kids! That’s stressful enough but to be treated like this is absolutely disgusting way to take advantage of a group of women who just want a...

The General Manager of the Holiday Inn Express Bayview in Rockport Texas cancelled our reservation without advance notice. When my wife and I arrived at the hotel, which is three hours from our home, we were told that our reservation was cancelled because we booked using the military rate. We did not. We made the reservation using the State Government Employee rate and have a confirmation from IHG showing that we booked using the State Government Employee rate, which we qualify for according to IHG. My wife is a public school employee and was travelling on business. When we offered to show the front desk clerk ID proving that we did qualify for the rate, we were told that the best they could do was give us a room at rack rate. We declined and ended up finding a room at a competing property. When we got back home I reached out to both the property management and IHG guest relations and did not receive a reply from either. When I again called IHG guest relations I was told property management said the reservation was cancelled due to our not qualifying for the rate. The third time I called guest relations I was told that the property management said the reservation was cancelled because it was not a business trip. The fourth time I contacted guest relations I was told that the reservation was cancelled because the room was booked under my name. Regardless of their reasons for cancelling the reservation, what really has me upset was the fact that no one from either the property or IHG reservations notified us that the reservation was cancelled. We first found out about it when we attempted to check into the hotel. I have been an IHG rewards members for over ten years, and have booked many reservations for my wife using the State Government Employee rate, including at this property. I have never before encountered any issues. I'm not saying I won't ever book with IHG in the future, but will say IHG won't be my first choice when selecting properties. I will say that I won't be staying at this property again. This is shoddy customer service. I expect better from IHG and am very...