Holiday Inn Express & Suites Shelbyville Indianapolis by IHG — Hotel in Shelbyville

I was slightly disappointed by this hotel visit. We were there for Thanksgiving to be with family and were so excited to arrive, just knowing it would be a great stay, due to the fact that it was a new hotel with good reviews. We had weathered a snow storm that day to get there and were so glad to arrive. I walked in to the lobby and was met by a desk clerk that acted as if he had not been trained in customer service at all. He hardly talked and seemed to not have very good communication skills. It was not the welcome that we usually get upon arriving at a hotel. I gave him the benefit of the doubt, thinking maybe he just was not happy about having to work the night before Thanksgiving. I never did see him again during the next 3 days so maybe he was not a full time employee.

The next morning I stopped at the desk to change our reservation since we had decided to stay for only 3 nights instead of 4 as planned. The lady at the front desk was on the phone making a reservation and quoting rates 30.00 cheaper then what we were paying. When I asked her about it she said that the rates change daily and we were locked into the rate that it was when I made the reservation. When I asked her if we could check out and then check back in at that better rate she said no that she would lose her job if she let us do that. Then she said she didn't think she could refund us for cancelling our 4th night reservation. I said that I had reserved at the flexible rate so that I could cancel if I needed to so I didn't think she was right. She thought about it and decided to refund us. Since we had paid in cash the night before for 4 nights, she said she would have to refund us in cash - which was fine - but she didn't have very much money in the drawer and it ended up cleaning out her drawer - paying me mostly in one dollar bills. It took a very long time at the desk and I apologized to her and told her it didn't have to be done right then since it was a busy Thanksgiving morning, but she insisted and said she didn't want to leave it to the next person on duty to try and figure out (which I thought was nice of her). Between the guy the night before and then that situation the next morning, it just didn't get our stay off to a very good start. The rest of our stay was nice. The room was very clean and roomy. Nothing special though - I have to say the room didn't have any character, especially for being a new hotel with modern decorations, it was lacking in character. It is right next to the interstate and we heard every truck that went past. I left the TV on at night just to cover up the sound. We love Holiday Inn Express but this particular hotel was lacking in a lot of things. I will say that the rest of the stay was nice and everyone we talked to at the desk after that 1st night was very nice and...

My extended family has stayed at this Holiday Inn Express several times over the years, usually with pretty good service. However this past weekend (Easter weekend 2014) we had the poorest service we have ever had at any hotel. We had made reservations for Friday and Saturday nights, using points for one night and paying with a credit card the second night ( reserving through this Hotel directly). However, after the first night, the desk person attempted to rent our room to another guest. Evidently the desk person forgot to look at his computer to see we actually had the room two nights. When the guests went to our room (in the afternoon) they found our clothes, unmade beds and a bathroom that wasn't clean. They returned to the desk to report this. At that time apparently the desk person found our reservation for the second night. However even after determining we would be staying a second night, neither bed was made (because I had a pillow from home on my bed, therefore the beds couldn't be touched). Additionally we had our bathroom bags on the vanity so evidently they can't clean the bathroom, nor replace towels. Maybe there is a new policy that says you have to pack your bags back up to have your room cleaned if you are staying more than one night. I spoke to different desks clerks while this was being sorted out and although no satisfactory explanations were given I did receive apologies. In this end they did reduce the rate for my second night.

I asked the clerk working the desk when I checked out how I could avoid this problem in the future and she stated that after I make my reservations I should call the motel to make sure that everything went through the Holiday Inn Reservation system ok. Additionally I should call the motel a couple of days before my arrival to make sure I still have reservations. At that point I began to think other motels in the area would probably be very happy to have my future business as well as my four sons and their...

This visit ended on a decent note, but started off terribly. We arrived at about midnight, and were very exhausted. I checked in, and was given my room keys to a first floor room. We unloaded our vehicle and went to go to our room. On the door I had to remove a do not disturb sign. Then the keys didn't work. We went back to the desk and she started to reprogram our keys. I asked "are you sure that there isn't someone in there?" She double checked and yes the room was occupied. She gave us a 2nd floor room. We moved our stuff up there and the key worked. Fortunately the people had their chain on their door, because this room was occupied as well. We went back down, and asked for an unoccupied room. They found one on the 3rd floor and at my recommendation sent someone to check it first before having my family head up there and disturb someone else. This one was empty, but we had wasted a long time trying to get checked in, and ruined other guests nights by trying to enter their room while they were sleeping. I also had to get up very early the next morning for a race, so this was very frustrating. I also was unable to sleep well that night because I was waiting for someone to try and enter my room. We also didn't feel comfortable leaving anything in the room the next day due to wondering if someone would end up strolling into our room. I was told that we would be getting 2000 points for the inconvenience. We received a note over night that they would be getting 1000 points now and the rest when a manager could approve it. To this point, I don't believe that we have ever received the other points we were promised.

The staff from the check in, cleaning group were very friendly and polite. This easily would have been a perfect rating, if they had been organized and hadn't endangered people by handing out keys to...