Holiday Inn Express & Suites Scottsdale - Old Town, an IHG Hotel — Hotel in Scottsdale

I booked & prepaid for 4 nights 12/31-04/2023. I booked an accessible room with a roll in shower & 2 double beds. When I arrived I was told they only have accessible double beds with tubs. I sat on the commode to use the bathroom & something stuck me. There was a chip in the seat. I called the front desk & they sent up maintenance who changed the seat but did not address my injury. I called again to ask for alcohol preps or something so that I wouldn't get an infection. She sent that up after telling me she would see if she had something. No "are you alright" nor an apology, just an attitude.

I contacted customer service to file an incident report. They contacted the hotel & then the very rude manager contacted me. Finally after much rudeness took the report I assume because they never sent me a copy or had me sign the report. That was just the beginning of my problems.

The bathroom shower head was at the top right below the ceiling making it very difficult to stand up & grab it. There was barely room for my power wheelchair in the room, & not much space for me to navigate my walker. in the morning we told housekeeping we would leave the room in an hour & to please clean the room then. They didn't.

The 2nd day my 3 young grandsons & I stopped by the front desk & said our room was not cleaned the day before & could she make sure they cleaned it that day. We came back at around 9 or 10 exhausted. My grandson had walked all day. We go in the room & our garbage had fallen over (it was full because we had takeout the previous day. Again the room had not been cleaned. I couldn't get into the bathroom because our dirty towels were on the small floor. I went downstairs & explained that the room had not been cleaned, the garbage had fallen over, & that I couldn't get into the bathroom because of the dirty towels or through the room because of the garbage. She actually got mad at me & finally snapped that she would remove the garbage only. I had my grandson put the towels in the hall in front of the door.

When she came to remove the spilled garbage she went bezerk because the towels were in the hall in front of the door. She lectured me for almost 20 minutes with me asking her if she would please stop & do what she said she would do. she still kept on snapping at me. My grandsons said they were scared & I told her that I am Ill, have Atrial fibrillation, heart failure, diabetes, & extreme chronic pain & nerve damage, that she was aggravating me, & scaring the children. She finally stepped into the hall still arguing & I asked my grandson to close the door. 2 minutes later she called, said she spoke to her manager & that we had 15 minutes to leave. I told her that was impossible at 11 PM, with suitcases, backpacks, & 3 young grandsons.

She called me back a few minutes later & said I had 5 minutes to leave. called again in 5 minutes to say I'd had enough time to leave & to get out. I told her to call the police, & then I called them. They said she couldn't force us to leave without the proper procedures Which would began if she called the police. After that she kept calling & harassing us. I eventually had to call an ambulance because my heart was racing & feeling weird. When they came they confirmed I was in Atrial Fibrillation & wanted to transport me to a hospital. They however couldn't take my grandsons, luggage, power wheelchair, or walker. I couldn't leave them behind in a hostile situation. I booked a room at the nearest hotel, Marriott Courtyard (paying the full cost of $186 for that night & the next) which was a few blocks away. We didn't know which direction or how to get there because there were no accessible cabs. We ended up walking & trying to follow my GPS at 12 midnight, scared.

On top of all of this, when the chief paramedic spoke to her she denied kicking us out, & the hotel charged us for the entire stay, even though they kicked us out on the 2nd day. It was a...

Stayed at this hotel as a this hotel for almost four months from April to Mid August. Our stay here was cut short due to the hotels manager Trish calling child services on my Husband and I for which the CPS lady stated, the claims were we don’t come show them our children, and we don’t eat the grab and go breakfast. They really just wanted us to leave, but didn’t just ask us politely to do so. So they had to conjure anything up which was the worst thing you could ever do to a loving family. Didn’t know it was mandatory to wear their muffins and bananas and show them our children everyday!! We feed our children full course meals every day, and on fridays we have pizza night! So when the CPS worker came, it was a slap in there face because she seen that we had an ample amount of food for our children and they were well, beautiful, and un harmed children! This hotel would schedule ONE day out of the month where they would ask to service our room, but then would never send the housekeepers. I had full service twice the whole stay. Only the housekeepers would periodically knock on our door and replenish us with towels and toiletries. We cleaned this room daily ourselves!! On top of all of that every single room we stayed in, which were three by the way, had MOLD featured in the bathrooms vividly. When I confronted a “supervisor” as to which he called himself, he said, and I have on record, that the staff knew it was mold in the room but thought they cleaned it. So you knew we had children and a baby, also what he said on record, and still put us in this room? Golden!! We made our payments on time every time which accumulated to over 7,000 dollars total and when we were late 1 time, Shelby, the other “manager” caught a fit, and said to a house keeper, as we walked away, I don’t want them here. The next day CPS was there! I’m appalled by there services and the way they handle the customers, the Scottsdale police was there for other guests on several occasions! There are junkies all in and around the hotel, the guests smoke marijuana throughout the hotel you can smell it to be very potent on the hallways, but they don’t care about any of that!!! They bother the hard working loving parents of 8 beautiful children and happy children, I cannot believe it!! We have pictures of everything and several recordings so I’m waiting for Trish to jump on here and LIE. As soon as you do We will post everything we have and shut down your claims!! I work for a prominent company as to which I’ve already alerted and they support us as well as our family, friends, and other hotel guests that we have grew to love, and they will all NOT be staying at this hotel ever. I would have gave them at least 3 stars because I’m a sweet person and Trish an Shelby welcomed us in the very beginning, but their true colors showed and they are both HORRIBLE people!!! How would you guys feel if I randomly called services to your house, hmmm pretty embarrassing huh. the CEO Keith has been sent all evidence as well so we will be waiting on his...

I really enjoyed my stay and my room. However, my discrepancy is with management. I called today due to being over charged for my stay and being given misinformation. When I originally booked my stay I was told I would be charged $50 per night for the incidental fee ( no problem bc I would get the money back). I decided to stay an extra day and I was told by the front desk personnel that I would only be charged 109. 25 due to me being a IHG rewards member. I booked the extra stay no problem. Upon my check out I spoke with the front desk personnel and when we went over my stay we both discovered I was being over charged and due to a manager not being on duty and me having to catch my flight back home, she provided me with the managers card to give them a call.

I called today and spoke with the Manager by the name of Kristen or Christine. During this call when we went over the break down of charges, I explained I should have only been charged 108.30 for the first 3 days and 109.25 for the last day. She mentioned there was a glitch in the system that made the rate higher for an extra night. I explained to her that didn't make sense and that's not the information I was given. Instead of explaining it in a different way she just kept explaining the same thing over and over and saying comments like as I mentioned or let's go over this again for the 5th time. I explained that if there was a glitch in the system that information should have been given to me when I booked the extra stay and that since I was told I would be charged 109.25, that rate should still stand. The conversation did get frustrating and a little heated to the point where she said " what do you think you're owed so this call can end" I told her I wanted the extra amount I was charged and that her professionalism on the call was very poor and I hoped other customers don't experience this. She said " well maybe you should get the information that's being given to you at first instead of someone having to go over it more then once" and then she hung up the call. She mentioned that I would get credited back the extra charge, but then within minutes of that call ending I was charged $50 from the property. I tried to call back when this charge came through and i could not get a hold of this manager. Though my stay was good I will NEVER stay here again due to that interaction and will inform my friends and family about this. I never write reviews about anything but this really made me upset.

It was very disheartening to know a manager sees the system made a mistake and saw that I should have been charged a lower amount but instead does nothing to fix the issue or accommodate the customer. Instead they just flipped the charge and added it to the original 3 day stay and would never have informed me if I wouldn't have reviewed my receipt or bank information myself. I STRONGLY ENCOURAGE ANYONE BOOKING HERE OR STAYING HERE TO REVIEW ALL YOUR CHARGES FOR THIS LOCATION SO YOU KNOW EXACTLY WHAT'S BEING TAKEN OUT OF...