Holiday Inn Salem — Hotel in Salem

Do not stay here !!! The lack of professionalism and verbal threats I received staying here was utterly disgraceful. Due to my job as a traveling nurse and Diamond Elite member I booked a reservation for 2 weeks and planned to extend my stay from July 2024 until January 7, 2025. Due to the verbal threats from night auditor and her calling the cops on my guess and I were not able to complete our stay. After traveling all day to Oregon with two service animals I was informed to pay for my room upon arrival. At 11:38pm I was informed that hotels card machine was not working all day due to the global tech outage. After using my card at several airports, Uber & lyfts oddly it would not work at the hotel after being told there card machine issue by night auditor Tia Wade. My guess was advised to do the same but still the same issue . Due to the issue the sale auditor proceed to check us in and advise us to come down at 7 am after rebooting there system. From 12:15am - 2am the night auditor Tia Wade attended 15 attempts on my card which she stated she was not going to try until 7am and locked my card and guess card up. At 2am with video proof of her making verbal threats and lack of professionalism by night auditor Tia Wade. She came to our door banging and screaming that we were trespassing and will be dragged from our room if we did not leave the hotel. We did not understand why if she told us to come down at 7am after her manger reboot the card machine and after she checked us into our room. For 10mins Ms. Tia Wade and security banged on our door screaming and making verbal threats to myself and my guess. 2 mins after we were notified that the police officers were on the way for us and that we were trespassing. During this time we packed up our things and did not want any issues. Due to the mistreatment we received Ms. informed the police that she didn’t not was us here anymore and canceled our reservation at 2:20 am. After the officers heard our story of what happened and how we received the keys a police report was conducted for her behavior and lying to the officers that we were trespassing when she gave us keys and informed us to come back down later that morning. Per via video footage Ms. was seen on on camera saying they had issues with the card machine and verbal threats to drag us and our service animals out of the hotel. During this time the Iron man event was the next morning so every hotel was sold out . Due to her canceling our reservation we were unable to book another hotel after traveling all day. A police report was conducted and cooperate was contacted due to behavior and verbal threats. This was the worst experience I ever had dealing traveling and staying as a Diamond Elite member. Very traumatized with this situation and with the verbal threats made by night auditor Tia Wade I would never return due to the mistreatment we received.

Video recording...

Recently, my family booked a reservation at this hotel, and things did not go well. Upon arrival, we had a boy from another family with us as we were in town for a baseball tournament. He and his mother were supposed to be staying at the same location, and the mother was already checked into room 405. When we asked about a key to room 405, which was supposed to be left by the mother of the boy we had with us, the desk attendant said there wasn’t a key left for us. We got the mother on the phone, and without any verification or even cross-referencing the name we gave her with the name on room 405, the front desk attendant handed us a key to room 405.

The young man who was supposed to be staying in room 405, then went to the room with our son to change out of his baseball uniform, and into some comfier clothes. Soon after the boys returned, and explained to me that they could not find his belongings in the room, just his mothers. He told me that his Moms belongings were present but not his, so I went with the young man to help him find his clothes. Upon entering room 405, I quickly realized that we were in someone else’s room and left immediately. After finally getting a call back from his mother, we realized they were at the Keizer station Holiday Inn, not the Market St. location. At this point, my wife and I were very concerned with the fact that the attendant had passed a key to someone else’s room without verifying the woman on the phone or myself, before handing a key to us. We were also very upset over the fact that those young boys had gone into someone else’s room, knowing that it could have been a much different interaction if the person had been present in their room when the boys went to go check for the clothing they were looking for. At this point, I went downstairs and asked the front desk attendant to assist us in transferring to a different location, or refunding our reservation. I explained that she had granted us access to another guests room, and that I was concerned with our security staying at that location. She was very aggressive, and did not offer any solutions, only that because we booked through a third-party, we were stuck with what we had. I have been in contact with the guest in room 405, and have let her know that I have a video of us being granted access to her room inappropriately. The person whose room we entered, happens to be a 2023 Miss America Oregon pageant participant, and is not happy with what we have disclosed to her either. I have spoken with the guest relations team, as well as submitted a ticket for a manager to call me, as well as emailed the GM. It has been almost a month since this occurrence, and I have heard nothing from the GM. We ended up leaving and staying at Keizer station, knowing that neither one of us would have gotten any sleep, knowing the breach of security we had experienced at...

I waited to complete a review as I was promised on check-out that a manager would get back to me. Alas, this has not happened a couple of weeks after the stay.

To be fair to the hotel, it was conveniently located (not too far from downtown), the employee who both checked-in and checked-out my wife and I was excellent, as was the server in the restaurant for the first 2 nights. I cannot mention their names in a review but hope that if the General Manager reads this review, those employees can be acknowledged. Additionally, we were upgraded to an excellent room based on my Diamond status.

Turning to the negative side, as already alluded to, there were problems. Worse, the promise of a manager getting back to me (and indeed points being credited) have not yet happened.

First, I thought IHG had a cleanliness promise, but this was not apparent (vis-à-vis housekeeping) in an otherwise excellent room.

Second, there was a smell of drugs from a neighboring room that made its way to our room. When reported, we were told the hotel was aware of this and we would not have to pay under the ‘no smoking in room’ policy. That response failed to appreciate we did not like the smell of drugs coming into our room.

Third, there was a lot of noise from a neighboring room one night and we looked out to see a housekeeping trolley. In our experience, housekeeping service is rare in the night so we assumed there must be an unusual issue (which in principle we have sympathies for). However, the noise of the housekeeping employee banging doors was unreasonable stopping us from sleeping (and perhaps because that person did not want to be working late at night).

Fourth, on checkout, we repeated these issues and were told that a manager would get back to us and points added. As previously mentioned, this has not happened.

Did that employee (who was otherwise great) not report this? Did a manager not want to get back to us (rather rude)? The answer is not clear. In the hospitality industry, things happen, and it is the way a hotel manager deals with things that counts. The manager at this...