Holiday Inn Express & Suites Weatherford by IHG — Hotel in Weatherford

Stayed here around the middle of March. Should of went to the Hampton next door. Got to the hotel around 6, after and exhausting drive, place was extremely busy. Went to check in and the woman at the front desk turns out to be an neighbor from 25 years ago. Weird how small the world is sometimes. We got checked in and unloaded the car, went up to the room and the keys wouldn't work. My wife went downstairs a couple times and the keys would not work. Front desk came up and opened the door to find someone already staying in the room. They put us in another room,took about an hour to get checked in and into our room. This is not a big deal to us, things happen. The front desk apologized multiple times and we told them it was fine.

The next morning checking out, I related the night before issues with getting into our room to the day front desk, Heidi, and she said"it happens more than you would think" checked out, got my invoice and my wife walked up with our two small dogs and we went out to the car. Heidi came out and questioned if the dogs had been in the room all night. We said yes, and were informed that we would be charged $90 for the two dogs. I requested that we put the charge on a separate card, which I've done lots of times. The night front desk, saw that we had the dogs and said nothing to us about the pet fee. My wife asked to see the manager and was told she was on a very important phone call. When she did get to talk to the manager and explained what had happened the night before and how Heidi had checked us out then came out as we were getting in the car to inform us she would be charging for the dogs after the fact.

The manager apologized and offered a refund of the pet fees, which we got, but on my company card, not the card that the pet fees were charged. All in all, will never stay here again and love to tell others this crazy story. The front desk were, literally, night and day. Night gals were awesome had helped out in a weird situation. Morning staff, not so much.

I don't mind paying pet fees, they are expected. But to chase someone out in the parking lot to tell them you would be charging more to the room after the checkout was complete,...

Very disappointed with front desk staff! I made an appointment for my elderly parents who are on their way home from an Arkansas hospital. My dad has cancer and recently suffered from a stroke. We made the reservation knowing they would be exhausted from the situation. But due to a medical emergency that unfortunately came about they needed to cancel their hotel. They can’t stay at a hotel if you are headed in to the hospital! I spoke to the manager, Candy who told me there is nothing she can do for me. I explained they are going to the hospital! What ever happened to neighborly compassion for loyal customers?! So thank you Holiday Inn, that’s $200 they can’t use to pay for medical bills. We go through Weatherford often…. You’ve lost our business.

edit - AFTER reading corporate response: Thank you Beverly. I do appreciate your response. I do not hold one persons poor judgment or behavior, responsible over the whole company. Our family stays at Hotels quite often and Holiday Inn has been a top choice because they have a good reputation for being clean and courteous. I felt so defeated after talking to your manager. Just to be clear, I did in fact tell both the manager and other staff member, the entire unfortunate situation. I asked her how this was possible that there was no way to stay due to our situation. I was crying during this entire conversation! I told her this would in turn cause stress because it would be an additional $200 out of pocket expense. She said there was nothing she could do to help me, with no remorse! I told her I was told when making the reservation that because of the medical situation I would be able to cancel if needed! She said, "someone lied to you". I asked if there was a corporate number to contact, she said this was the policy and there were no way to cancel without being charged. I know that it said my conversation may be recorded. Go back and listen to the conversation while making the reservation and the one between these two ladies. I had another reservation in another town for the same situation and was greeted kindly and they removed the charge - Kudos to Hampton Inn! I felt human again after visiting...

I'm leaving a review to better guide future guests, especially military about this location. The hotel is nice, the area is conveniently located around major stores and shops, and the room and stay was fine. My issue arose about a week later when I was charged an additional $250 for a smoking fee. The location has a policy you sign upon check-in stateing if you smoke in the rooms you will be charged $250 upon checkout I would assume to pay for cleaning and removing the odor. The problem is there's no room for rebuttle if the staff charges you for the smoking fee even if you knowingly never smoked in the room. I'm not sure if I was targeted because I'm active duty military moving through the area and the staff knew I couldn't really return and fight my case or not after I left, but none the less I was accused that either I allowed or I smoked in the room and left cigarette ash on the bed side table by the manager Beverly which was a complete lie. I don't smoke and have never smoked and didn't have anyone in the room besides.my wife and I during the entirety of my 1 day stay. It sounds like either a scam or a lack of control of the staff. After repeating myself 5 times to management over the phone I was then advised that the fee would be waived and that I should know that smoking is not allowed in the rooms in the future, which insinuated that the manager Beverly continued to accuse me of smoking in the room regardless of my opinion on the matter. I've been staying in an IHG hotel for over a week now as I move and none of the other locations have accused me or had an issue with smoking. The phone call was recorded so if she tries anything fishy or doesn't refund me I will be forwarding the matter to corporate further. Just forewarning before you check out have the management or a staff member go to the room with you before you check out so they can confirm with you in person that smoking had not taken place in the room you stayed in. It might seem like a pain to them, but it will save you the hassle and money in...