avid hotel Salem by IHG — Hotel in Salem

Unexpected Major Frustration in trying to check in. I travel as an Uber driver covering huge territory. I drive 200+ miles/day. I had booked an Airbnb about 40 minutes away earlier but the heater was broken in the room so I was unable to stay. I booked a room via an agent by phone at this hotel at 8:15pm with a CC.. The rate was fine. The agent didn't mention the incidental fee. When I arrived at 11:20pm to check in, I wanted to drop off my things and finish driving Uber to earn an additional $50 - $75 before retiring.

UPDATE: (However, the front desk clerk was not at all helpful. I found him highly aggressive.

He refused to take any cash payment or work with me in any way even though I clearly had been given a rate by phone and it was late and hotels were booked in the area.

TO BE CLEAR I was paying with a valid CC. I was NEVER given the option to pay my incidental fee with my CC and pay at checkout with part cash and part CC. Even though the person below tried to respond as if all I had as payment was cash. That is not the case. So that's either gaslighting or someone who is misinformed.)

It's now 1:40am and I lost income and sleep and found this experience to be one I truly hope never to repeat. The phone agents were helpful when I called to work with them to find a solution. However, the first agent told me she'd call back and I waited 45 minutes with no return call. My reservation was originally made by an agent who told me I would be charged whether I showed up for the reservation or not. I was very concerned that I would be charged even though I was being turned away by the rude front desk clerk. I am considered local even though I currently do not rent anywhere except for Airbnbs and hotels because I travel constantly. That seemed to be the underlying reason Shannon refused to find a way around the problem. I'm not tied to a physical address but a PO which is over 30 minutes away.

He told me his system couldn't override the payment issue even though I was able to pay most of the invoice by card. My bank is in another state and I had cash for about $10 required that couldn't be put on my card.

If the management is so rigid that they don't work with guests and members, they likely need better training for customer retention.

Fortunately I was able to find a hotel within 10 minutes that worked with me to provide me everything I needed and was friendly and understanding. I'm a 5 star Uber driver and a 5 star Airbnb guest with only positive reviews. I look as vanilla as they come. Nothing alarming. Never had any problems with any hotels or Airbnb rental. No complaints. I'm called a dream guest because I'm quiet and clean.

This location lost my business. The front desk person invoked a feeling of not being welcome in this location. I do hope IHG Hotel group finds a way to make this situation work well for any future bookings.

My phone agents were wonderful but my checkin was a disappointing event on every level. I also didn't need a delay of 45 + minutes putting me after midnight checking in finally with my other hotel.

The response below is SOOOOO ill informed btw. I'll discuss this with IHG Corporate. My original post clarified that CC was being used for the majority of the payment and the incidental fee.

My alternate hotel had ZERO problem with the arrangements and was a...

The room was clean and modern. Bed was comfortable. The reservation system is problematic. I had made my reservation on line. I later called to inquire about a possible change. I was told by the person I spoke to at the hotel that the change I wanted wasn’t available. I decided to check the app after the phone call concluded. The reservation was gone. I called back. The same person told me my reservation was still in the system A same confirmation number. And he now told me that the additional night I wanted was available. He would send me a confirmation. I asked him to give me the price before making the change. He again said he would send me the confirmation. I had to ask again for the price - at which pint I decided not to make the change. At that point I was able to find my reservation by searching under confirmation number and last name. A day before my trip I did the search for the reservation and the search result said reservation cancelled. I called again. I was told I had a reservation for joy one room but two a with two different confirmation numbers - neither of which was the original one. And with two different prices. And apparently the system said I had made both of those reservations on line A which I had not. A manager cancelled the second more expensive reservation. The person who was supposed to be st reception ignored us when we arrived as she was making a coffee for herself. She made us wait for too long. We didn’t even realize she was staff until she came back to the desk. She saw us arrive and saw us looking around for a staff person after waiting for a while. We were tired an didn’t appreciate the extra wait. Then she gave us a room that turned out to be occupied. How is this even possible ? We were very frustrated that we had to return downstairs to reception to be assigned another room - which took a while. Breakfast is included and is mediocre. Pre-made Jimmy dean breakfast sandwiches are tasteless and are like lead in your stomach. A few cereal options and some yogurt and fruit are available. The coffee was good. Under this review is a rating that says excellent. I can’t change it but I would say that the hotel physical facility is excellent. Breakfast is mediocre. Staff and customer service need...

A Heartfelt Thank You to the Avid Hotel, Salem, VA||||I honestly don't even know where to begin. My family and I had to make an emergency trip to Virginia after a loved one suffered a massive heart attack. It was a stressful, emotional time, and we were exhausted before we even arrived.||||The night before our trip, I called the Avid Hotel in Salem just to ask if early check-in might be possible, since we would be driving all night. To my surprise, I was greeted by the kindest voice over the phone, Tammy. She was not only incredibly pleasant, but also reassuring. She let me know early check-in would be no problem and even went the extra mile to assign our rooms in advance. That alone lifted a weight off my shoulders.||||When we arrived a little after 11am, I mentioned I had spoken to Tammy, and just like she promised, everything was ready for us. What followed throughout our stay was truly unexpected: genuine kindness from every single staff member we encountered. Front desk, housekeeping, and even a young man in a wheelchair who made sure breakfast was not just available, but inviting and well-presented, every person greeted us with warmth, asked if we needed anything, and made us feel like more than just guests.||||It may seem like a small thing, but in the middle of chaos and uncertainty, being met with such compassion and professionalism meant the world to us.||||To the management team: you have a winning team here. Thank you for making our experience one of comfort and care during one of the most difficult times in our lives. We will never forget it.||||A grateful...