Holiday Inn Express & Suites Sauk City by IHG — Hotel in Sauk City

I have stayed at this hotel well over 15 times over the past year and a half. It is always clean and the staff at the front desk does attempt to be helpful.

HOWEVER, on very rare occasion, have my requests been honored. I book my hotel stays--up to 6+ at a time and months in advance. For over a year, I asked two things--1) that my bill go directly to my employer at the rate and method that was agreed to under contract, and 2) that I be allowed to have a room on the back side of the hotel. Over 75% of the time, one or typically both of these did not occur.

Because I never received a receipt for my stays (I was told at the front desk recently they can't print one and that it would come to my email...only once have I known that to occur). As a result of not receiving receipts, and due to repeatedly noticing that the room amount was not at the agreed upon contract rate, I began to investigate. I learned that over $700 of charges had been placed to my personal credit card. When I asked to have them corrected and my employer billed as had been requested and promised, I learned the hotel would only reimburse my 2024 charges, not the 2023 charges that had also been made in error.

Also, the hotel changed the agreed upon rate with my employer at some point this year, increasing the price of the stay by $21 per night but never alerted my employer or updated the contract until we reached out to the hotel.

In addition, only twice in my stays at the hotel was I booked for a room at the back of the hotel, despite consistently asking that to be the case. Each time, whoever was at the front desk would kindly apologize, maybe move me to the back (often not), but always said they would make note in my account to have me stay at the back in the future. Then I'd return next time and discover I was booked for a room at the front. One time recently, they even re-registered me for all future stays so as to ensure I was booked for the back of the hotel.

The most recent stay last week, I said that all future stays would go on my company's credit card, to avoid wrongful billing. I was then told she could no longer check me in. She called the manager and I was then granted access. I confirmed my room was at the back. I went to park--the back door I attempted to enter was out of order. I went to the side door. Also out of order. I walked around the front of the hotel and suggested to the young lady at the front that she alert patrons that the doors weren't working so they didn't attempt to park and haul their belongings all around the hotel. I went to my assigned room--it was at the front of the hotel. When I alerted customer service that it was at the front, not the back as had been confirmed, she offered me a 10% discount for the inconvenience.

The next day, I learned that my work credit card had NOT been billed. Instead, they had direct billed my employer. And there was no 10% discount. And when called about it, my employer was told they couldn't go back and bill my credit card, nor could they honor the discount because there hadn't been anything wrong with the room.

I asked that the manager call me. I waited 3 days and called and asked again that the manager call me. It's been 3 more days and I haven't received a call.

When I have stayed at this hotel, I usually plan for my check-in to take 15-20 minutes because of the repeated errors in charge amounts, charging location, and/or location of my room. I have never received a discount or service recovery effort. My employer was told my hotel management that the errors are my fault because I don't check in the same way each time...which I don't understand because until just last week, my requests were always consistent--bill my employer the contract rate and allow me to stay in a room at the back. My billing method only changed to a work credit card last week as a result of the repeated errors my company and I have endured.

I now refuse to stay any longer at this hotel, which is unfortunate for their bottom line, as I'm in town overnight 1-2...

Checked in to Holiday Inn Sauk City, WI confirmation

Provided room 408 at 6:55pm with two queen beds. Apron arrive there was a missing lock and handle; the door freely swing open and closed with no way to secure the door. Immediately called front desk, Alexandria, said she could not provide another room but would go to room to investigate door. She arrived 20 mins later; and said the door is “out of order” but there were no rooms available and apologized and asked if we would just stay in this room and secure from inside. Asking to speak to the manager, she said Karina doesn’t like talking to customers at night.

In parallel I called corporate phone number; after talking to multiple people asking for help I was placed on hold for 59 mins until Chris answers at 8:19. He stated he had no notes for the reason for the call; and complaining about IHG, as just a business that owns the brand and does not own any hotels “ we just let them use our brand”. Asking to speak to a supervisor as i still needed a room for my family, he responded “I’m not obliged to help you and I’m uncomfortable that you’re asking for a supervisor”. After over 1 hour on the phone with IHG, he ended the call with zero support. IHG’s lack of care or safety for its customers is the main issue why I continue to share this story with my followers, and will include in my lectures about business management.

Due to a whiteout snow storm, and being unsafe to drive, Alexandria came back to the room with open door an hour later and offered a one bed room and ask if I “could just sleep on the floor”; despite reserving two queens. Clearly we left and did not stay at this hotel . Here is a perfect example of how both the local management team and corporate at IHG does not put customer needs and security first.

I’ve send this experience out to all the parents and the Dance competition company (Imagine National Dance Challenge) asking them to not allow families be treated this way and suggested they use a different hotel for future room blocks.

I’ve sent the above message to BBB under IHG corporate to ensure everyone researching this brand and location understands the experience I had and lack of care for their customer.

Photos and video records of the statements can be provided. Warning to all visitors stay away from Holiday Inn, IHG and this manager; NOT A SAFE PLACE...

We stayed on a Saturday and Sunday nights dated 07/20/24 - 07/22/24. I booked the stay on line from your personal website, or so I thought! Your website is NOT user friendly. I ended up booking through a third party. Being completely unaware of this, I asked to use my reward points for this stay. (I am a gold member). The gentleman told me I would get the points benefits when I checked into the hotel the day of our stay. When we arrived, I communicated with the concierge (Melissa Jenson) that I would be using my IHG award points. Melissa made me aware that I wasn’t able to do that because I booked through a third party. This was quite a disappointment to me and started asking questions as to understand what happened. Melissa was not interested in helping me. She was quickly annoyed and ended up threatening me, stating she can just cancel our reservations all together. I was very taken back with the terrible treatment.

Our key cards would not open up the side doors to the hotel from outside.

The continental breakfast was very disappointing. I received a carton of rotten milk. The creamers for the coffee were empty. There was very little selection.

Upon our departure, I asked for the manager’s contact information and the young lady very reluctant to give me this information. She did eventually give me two names and I’m hoping this review gets to them! Corina and Dale.

I have stayed in many Holiday Inn Express’s and this one, hands...