Holiday Inn Express Quantico - Stafford by IHG — Hotel in Stafford

Customer Service is the ABSOLUTE WORST!!! We received not one but two emails confirming our reservation, one was the day before our scheduled arrival telling us we could begin the check in process online. We arrived at the hotel at 9:30PM on our scheduled check in date only to be told that our reservation was cancelled due to an invalid payment form??? We NEVER received any indication that our card was declined, not even from the credit card company. As if this wasn't stressful enough, we were then told they were booked to capacity and that they had no rooms available for us and that we would have to find accommodation elsewhere. (Sounds to me like they overbooked the hotel and doled out the rooms on a first come first serve basis and we didn't make the cut). We ended up at the Comfort Inn across the street where the front desk person told us this happens all the time - NICE! After settling into our new hotel/room I called Customer Service to file a claim and was told we would hear from someone within 48 hours. That never happened. On day 4 we followed up only to be told that they are still trying to sort out the details. On day 5 the corporate office told me that since it was cancelled by the hotel, I would need to work out any compensation with them. The IHG policy clearly states: “If your reservation cannot be honored, the host hotel will provide a room at, and transportation to, another convenient and comparable hotel. The host hotel will also pay the full cost of the first night's lodging rate, plus tax, and any advance deposit will be refunded”. However, the hotel Manager is holding firm that the reason for cancellation is because of an invalid credit card and that they will NOT be offering any form of reimbursement. The only fault that she is willing to cop to is that when the payment didn't go through someone should have reached out to us to get another form of payment and because of this shortcoming she could offer me a voucher for a future stay which I would rather sleep in my car than step foot in this hotel again, not to mention my stay there was a one off and I have no intention of being in that area again so it would ultimately end up never being used. But regardless, after much debate AND me conference calling in the corporate office to have them reiterate their policy she decided the best course of action was to tell me to have a nice day and hang up with no solution being given. Luckily, I was still on with corporate, so they are continuing to "investigate" but I think we all know that I'm not going to get squat from this dreadful experience. Oh, and on a side note - we had friends that stayed there the same night we were supposed to and they told us the fire alarms went off multiple times throughout the evening so they got absolutely no sleep and big surprise no refund or partial reimbursement either. SO BOTTOM LINE - STAY AT THE COMFORT INN ACCROSS THE STREET YOU WILL GET BETTER CUSTOMER SERVICE AND A FULL...

I am writing to you with a heavy heart to express the deep sadness and disappointment my wife and I are experiencing following our recent stay at Holiday Inn Express Stafford. During our visit, my wife lost a necklace that contained the ashes of her late father — a small, deeply personal item that holds immeasurable sentimental value. This necklace was not merely jewelry; it was a cherished connection to someone she loved dearly and lost. The grief of losing it is profound, and it has caused my wife emotional pain that words struggle to fully capture. What has made this devastating situation even harder to bear is the way it has been handled by your hotel’s staff. We expected understanding, compassion, and swift action. Instead, we have been met with a lack of urgency, poor communication, and an overall sense of indifference that has left us feeling even more heartbroken and helpless. Given the gravity of what has been lost and the mishandling of the situation, we respectfully request meaningful compensation. At a minimum, we are seeking: A full refund for our stay. Complimentary accommodations for future visits. Additional compensation for the profound emotional distress this incident has caused. This loss cannot be undone. However, how your hotel chooses to address it now can either help begin to mend the hurt or deepen the wound. We sincerely hope Holiday Inn, an IHG Hotel, will take appropriate action to show true empathy and accountability. We look forward to speaking with you directly and hope for a swift and thoughtful resolution.

I'll add, the name Mr. Shukla is the name you all have on LinkedIn as your Head Manager... 2nd, it was lost due to the housekeeping stealing when they were asked NOT to go into my room until 1pm. They went in at 1030am and stole from me... There is nothing to find when a thief steals and takes it to the desk and they laugh in your face together. You should be ashamed to even respond in such a way. I will certainly be using your response...

I chose to stay at this Hotel because the rate was reasonable, and it would be an easy drive to both the Marine Museum at Quantico and the historic sites in Fredericksburg. It is also only about 30-miles to the Franconia – Springfield Metro Station if you want to visit Washington, D.C. Depending on traffic, that 30-miles can take anywhere from 30 minutes to an hour. I made my reservation using the Holiday Inn Website and when I arrived, I was Immediately greeted and welcomed by very friendly and professional front desk staff. Both went out of their way to make me feel welcome and when it became necessary for me to extend my stay by an extra day, they took care of it in short order. My room was well attended and very clean. The bed was comfortable and well made. Even though this hotel is located on a busy street just a short distance from Interstate 95, I encountered no road noise and got a good night’s sleep. The free Wi-Fi was strong and worked well during my stay. Breakfast featured the usual egg, sausage, potatoes, biscuits and gravy along with cereals, fruit, juice and coffee. The popular pancake machine was working was a hit with all the guests including myself. The breakfast attendant(s) did a great job keeping the area clean and well stocked throughout the advertised hours. The is ample parking in a well-lit parking lot. Guest must use their key card for entry everywhere except the main entrance. All in all, my two-night stay at this Holiday Inn was very good and enjoyable and I will not hesitate to stay here again when I am...