Holiday Inn & Suites Spring - the Woodlands Area by IHG — Hotel in Spring

Let me start by saying I’m a HUGE Holiday Inn fan. In fact, I’m staying at one right now. I beg you to not patronize this particular location due to the horrendous customer service and management’s response to the situation.|Last week I booked a last-minute trip to meet up with my friend that has stage four cancer. Unfortunately, my flight got delayed, so I called the hotel to add her name on which would allow her to check in without me. Apparently, if the front desk doesn’t answer, your call gets rerouted to the national hotline. I hung up and tried calling back, only to be redirected again. I explained to the gentleman I was trying to add my friend’s name to the reservation so and he said because it was for that night I would have to contact the hotel directly. I told him I had tried but that’s how I got routed to him. |He offered to call the hotel for me and put me on hold. When he came back, he said the hotel’s system was down and they would not be able to add the name to the reservation. I asked if they could make a manual note so she could check in. He again put me on hold but the hotel denied the request. |I explained to him that she was very ill and needed to get into a room as soon as possible to be comfortable. I also explained for health purposes she could not just wait in the lobby for three hours until I arrived. He again put me on hold but they told him that it was hotel policy that I would need to be there. I then asked him if the hotel was sold out to which he responded to with, “no.” I suggested that they hold her credit card, but not charge it in case I for some reason didn’t show up. Then they could keep my points and also charge her for the room. They would clearly be able to see how sick she was upon arrival and understand why she couldn’t just hang out and wait. I was told no. So I told him I was going to need to go cancel the reservation. He apologized profusely, but said less than 24 hours before he would not be able to do it and gave me a different number. |My flight was about to takeoff so I told my friend to just find a different hotel to book. The next day I called and explained my situation. The representative was very apologetic and said there was nothing that she would be able to do since the reservation passed. I asked to speak with a supervisor. Magically, while being transferred, I was disconnected. I called back and spoke to someone else, explained the situation again, but again was disconnected. The third time I called, I immediately asked the agent if she could have a supervisor call me so we didn’t get disconnected again. Whoever called me back assured me that the points (like I said, I frequently, almost exclusively, stay at Holiday Inns) had been refunded to my account.|A day later, I noticed that my credit card had been charged $129. When I inquired why, I was told this was a no-show fee. She said that the no show fee was because I tried to cancel within the 24 hours of the reservation, even though I had booked the reservation a couple hours before all this happened. She opened a claim for me and said someone would get back to me shortly. A day or two later, I received the attached response. |I emailed back and I asked that because of the circumstances I felt like this shouldn’t fall under hotel policy but should be considered on an individual basis. In a separate email explained she had gotten inaccurate information and the reason days had passed (as she said), was because I had been told that the points had been refunded. I was never told about the no-show fee. I told her that I had offered multiple solutions but they were all rejected. Now remember, my request couldn’t be accomplished because their “systems are down.” I said how disappointed I was in the whole experience and expected better from a company that I’ve always spoke so highly about. I never received a response to either email. |Today I noticed a different email on my confirmation and decided to try one more time. I received a response from the same manager, which I have attached, as well.|If I can save one person one person from going through the awful experience I did, this will have been worth my time. Please give your business to another location. |Edit|Just figured out why they charge a no show fee instead of keeping the points. So you can’t write a review on their website....

I want to be very clear that I’m a HUGE Holiday Inn fan. I simply beg you to not patronize this particular location due to the horrendous customer service and management’s response to the situation. Last week I booked a last-minute trip to meet up with my friend that has stage four cancer. Unfortunately, my flight got delayed, so I called the hotel to add her name on which would allow her to check in without me. Apparently, if the front desk doesn’t answer, your call gets rerouted to the national hotline. I hung up and tried calling back, only to be redirected again. I explained to the gentleman I was trying to add my friend’s name to the reservation so and he said because it was for that night I would have to contact the hotel directly. I told him I had tried but that’s how I got routed to him. He offered to call the hotel for me and put me on hold. When he came back, he said the hotel’s system was down and they would not be able to add the name to the reservation. I asked if they could make a manual note so she could check in. He again put me on hold but the hotel denied the request. I explained to him that she was very ill and needed to get into a room as soon as possible to be comfortable. I also explained for health purposes she could not just wait in the lobby for three hours until I arrived. He again put me on hold but they told him that it was hotel policy that I would need to be there. I then asked him if the hotel was sold out to which he responded to with, “no.” I suggested that they hold her credit card, but not charge it in case I for some reason didn’t show up. Then they could keep my points and also charge her for the room. They would clearly be able to see how sick she was upon arrival and understand why she couldn’t just hang out and wait. I was told no. So I told him I was going to need to go cancel the reservation. He apologized profusely, but said less than 24 hours before he would not be able to do it and gave me a different number. My flight was about to takeoff so I told my friend to just find a different hotel to book. The next day I called and explained my situation. The representative was very apologetic and said there was nothing that she would be able to do since the reservation passed. I asked to speak with a supervisor. Magically, while being transferred, I was disconnected. I called back and spoke to someone else, explained the situation again, but again was disconnected. The third time I called, I immediately asked the agent if she could have a supervisor call me so we didn’t get disconnected again. Whoever called me back assured me that the points (like I said, I frequently, almost exclusively, stay at Holiday Inns) had been refunded to my account. A day later, I noticed that my credit card had been charged $129. When I inquired why, I was told this was a no-show fee. She said that the no show fee was because I tried to cancel within the 24 hours of the reservation, even though I had booked the reservation a couple hours before all this happened. She opened a claim for me and said someone would get back to me shortly. A day or two later, I received the attached response. I emailed back and I asked that because of the circumstances I felt like this shouldn’t fall under hotel policy but should be considered on an individual basis. In a separate email explained she had gotten inaccurate information and the reason days had passed (as she said), was because I had been told that the points had been refunded. I was never told about the no-show fee. I told her that I had offered multiple solutions but they were all rejected. Now remember, my request couldn’t be accomplished because their “systems are down.” I said how disappointed I was in the whole experience and expected better from a company that I’ve always spoke so highly about. I never received a response to either email. Today I noticed a different email on my confirmation and decided to try one more time. I received a response from the same manager, which I have alap attached. Please give your business to...

I checked in on August 8th and was pleased with the initial staff, but that later wasn't the case. We originally reserved 2 rooms. These were supposed to be booked until the 25thof August. We left for one day, but upon returning realized that everything was removed from the room! Clothes, food, and other personal items. I'm pregnant so I literally bawled my eyes out! Like we already are having a hard time this year. I just lost my son on 05/03, then this storm made matters worse. Like the food was already bad, but my kids clothes broke my heart! I notified staff to no avail. In fact someone named Nicole gave me the hardest time and was very nice nasty about the entire situation. I am a mom of 7 living kids, 4 of which are special needs. 1 is completely non verbal, so when they were I. The waiting area I did have a bit of difficulty getting them to calm completely down. This wasn't part of their routine. She was irritated that my non verbal son was screeching and trying to run. I had my hands full with 2 kiddos and my daughter tried her best with my 1 year old. I understand they're busy, but the attitude was unnecessary. There was never a solution to my missing items. On top of everything there was no accountability. The rooms are fine aside from the small wastebasket of a trash can. I had to compile my trash in a pile and bag most of it. The rooms are not made for someone with multiple occupants, especially not children. This is not a kid friendly establishment at all. The pool was filthy! The kids were stoked to swim to find out that they couldn't. The was some green muck at the bottom The water was also very murky. Ms shiela was very nice so my complaint is not directed towards her. She tried her best, but the treatment by the other lady was so unprofessional and depressing. I cut my visit short. After this experience I will think twice before booking with any hotel and never a...