Holiday Inn Cheshire - Southington by IHG — Hotel in Southington

Let me first say my first experience here was great the general manager Justin, very professional only spoke to him for a second last visit and second time visit, just for a moment . He was just friendly enough to make us come back for a second time with a 3 hour drive . I wanted to share my great experience with the general manager before i explain my sad review. Wednesday night we check in everything ok minor issue with a covering .I sent my bf down stairs to get a new one wasn’t gonna complain this was a place just to sleep comfortably for my 2 kids. A plus again was the general manager and his family oriented personality is why we came back . It got bad when I went to check out the rep was telling me oh just wanna inform you, your being charged for a wheel chair being damaged, I said sir what wheel chair there is no wheel chair in my room he said yes we have a picture I then said hold on a second let me get my kids I’n the car with my bf because a woman beside him was watching over our conversation saying something. Long story short I come back in with my undivided attention no kids . I am now talking to the woman her name was Seria she goes no that was a mistake sorry wrong room that was room 303 you are room 302. I said oh ok because there was no wheel chair in my room. She said yes a mistake. I look at my statement the next morning and a change of 250 plus 100 hold is on my card. I call and was told I had to speak to Seria after 1 ok. CAll back, Seria stated that oh you had makers in the room and the kids messed up a sheet. Umm no you told me I was being charged for a wheel chair and that was a mistake so now Seria says it’s a sheet. If it was the sheet are we taking about the same sheet that I came down stairs to get a blanket to put over that because I didn’t wanna make a big deal and have a house keeper come in change everything. Seria then calls me a liar and said well I’m charging you for the sheet your kids did it and your a liar. ok so I start to argue with her she calling me a liar . Seria hangs up the phone on me .I then calls holiday inn to complain about how bad this Seria girl is talking to me. She then calls me back from another number to say the call dropped and that she is gonna still charge me for the sheets. I said well the way you are yelling and taking to me is disgustingly rude and disrespectful and you can’t charge me 250 plus 100 for a stain on A sheet that was there .she stated that she is the manager there she is in charge and can could do whatever she wants.Im so mad at this point I call holiday inn again to try and get the general manager who was so nice because Seria the other manager is disgustingly disrespectful and shoud not work anywhere with people, as I am trying to call back I get a change for 400$ on my card Seria went back into my debit card and charged a additional 400$ fee because we had a argument. I cannot even experience the hurt my stomach felt and the embarrassment she has caused me and my family! Seria does not belong working as a manager in any hospitality environment with any people . She is not a people person she is disrespectful at all measures high and also a thief for price gouging charging me for anything she could . Seria was able to charge me for 400 250 plus 100$ , I don’t know if Seria thought we was ghetto because we are mixed,or took advantage of me having 2 kids 9 and 16 or wherever she thought it was ok to take advantage of me and my family . She took it upon herself to tap into my credit card and charge me more and more after our argument, to me that is theft . I called and hopefully Justin the general manager gets my message of complaint and deals with Seria because what I experienced the past 3 days with Seria has gotten out of control and needs to be dealt with asap I feel Justin the general manager should not let someone like Seria handle any type of financial situations, who knows what she is capable of charging people if she did this to me . What if it was a single mom or couldn’t feed there children that day because of...

Our room was inaccurately determined to be part of a three room “group” who were making noise and supposedly received three warnings from other guests. None of this has been substantiated by anyone in management. We received one call from the front desk warning us to be quiet, my 34 year old son and myself were alone in our room at the time preparing to go to sleep. Prior to this we heard a commotion in the hallway and discovered three women trying to gain access to their room, after assisting them and trying the key myself, one of them went to the front desk to have the keycard recalibrated. Another guest came out of her room and asked us to be quiet. At this time to not further disrupt her and any other guests we asked the other two women to wait in our room with us while the key was being fixed. It was another 10-15 minutes before the key was ready. As soon as it was all three departed to their room down the hall and we did not see them again. We were glad they left as it had been an emotional evening for us at the wake and we were tired. I took a bath while my son was in bed reading. Soon after there was additional noise in the hallway in which the supervisor in charge had to come and break up the commotion (observed through the small viewing hole in door) We went to sleep and checked out in the morning at 9:15 to go to our loved ones funeral. No one said anything to us about this charge when we left and we certainly had no idea based on our experience that a charge of $250 would be made through my bank account with no authorization. Once home in Massachusetts on Monday I happened to be looking for another entry in my account and noticed this bogus charge. When I called to inquire about this I was told about a noise charge to my room and another room that was supposedly part of a three room group as previously stated. I have no idea how they determined this “group” or who the other rooms were. Besides helping the women in the hallway because they could not get into their room, I was not involved with any other rooms, they stated we received three warnings from them which is untrue. One phone call was received in our room after the two women left to join with the the one who had the new key. That was it!

The general manager did not have the courtesy to reach out to me after leaving him 3 or 4 direct messages even though the two day supervisors indicated he would contact me. I did eventually receive an email from him stating they had “verified” the situation but never explained how that was done. Since my experience did not line up with their account I wished to explain to him the truth of my experience. As well as explain the circumstance with the women who could not gain entrance to their room and therefore were loud in the hallway initially as they were frustrated. His inability to consider another explanation of the nights account was unprofessional and did not offer me any customer courtesy. I called the corporate customer service number and spoke with two separate individuals who said they would contact me after speaking to the specific hotel location neither have not returned my calls either even though they said they would be in touch within 48 hours. I have requested documentation of the events with no response from anyone affiliated with Holiday Inn. It was an emotional couple of days as we said our goodbyes to our loved one and it was made much worse by this egregious charge and accusation that occurred. In no way did we intentionally disrupt other guests, our stay was also disrupted by the occurrences we experienced, My bank institution is handling this directly with the hotel and is refunding this fraudulent charge back to my account. Beware of the Holiday Inn Cheshire- Southington….check...

Update: thank you for your patronizing response, however it would be difficult to contact you directly since you copy and pasted the response but forgot to add your contact information!

We have stayed at this hotel on several occasions over the past few years and were fond of the location and general quality of the hotel for the price. This, however, changed after our stay which ended today. On our second day our toilet clogged. A housekeeper was sent up and plunged the clog away. The next morning as we were getting ready for church at 630 am, the toilet clogged again. When we called the front desk, the gentleman who could barely be understood due to a thick accent, told me maintenance would not be available until 8:00 am but he could bring up a plunger. He brought it up to our room and we had to plunge the toilet ourselves!! We were ready to pack up and leave then and there, but because we booked through a third party they could not give us a refund for the remaining 8 days of our reservation, instead they moved us to a new room. The room next door to us housed several children who were allowed to make all sorts of banging noises and ball bouncing at all hours of day and night. When we complained at 11 pm we were assured it would be taken care of. The incessant noise continued . When we travel we typically do not accept room service due to a medical device in our room, however after 7 nights we asked housekeeping to tidy our room before we left at 8:15 am. Upon returning to our room at 3 pm the room was just as we left it! She said she had forgotten and quickly came in to change sheets and tidy the bathroom. The noise continued with assurances from front desk staff (Surya)and also the hotel manager until finally with 3 days left on our 10 night stay they moved the noisy family to another room. ( This after another clerk inadvertently told us the noisy family had only been called once per records. When this was brought up to Surya she lied and said they had been called numerous times. My husband told her we had been told the truth and her attitude was not appreciated she responded with “ yours too sir”. This hotel has really gone south from previous stays- marijuana can be smelled in the hallways most nights even though it’s a non smoking facility and staff can often be seen smoking cigarettes outside the front entrance. Besides the toilet issue the showers do not drain quickly so you end up standing in dirty water while you bathe. The pool provides a source of constantly wet floors on the first level and the elevator. Parking is a nightmare with few avail spaces and there are often carloads of men smoking weed in the parking lot. Then to boot, our room keys stopped working on 2 occasions making it necessary to go back to the front desk for rekeying! Save yourself some frustration and...