Holiday Inn Express Wichita South by IHG — Hotel in Wichita

We chose this location because I am an IHG rewards member, as well as I was a Housekeeping manager of an IHG hotel. Let me start by saying GREAT JOB HOUSEKEEPING!!!

As for the front desk agents and Managers....HHHHMMMM lets just say some of them need to rethink their job choice and Hospitality should NOT be a choice. Oscar you were great, as well as the Lady in the morning of March 24th 2024 I did not catch your name but these 2 individuals were excellent!!

As for Jonathan and the Manager(who's name I was never allowed to have) word of advice-- Please rethink what the word "HOSPITALITY" means to you.

**Here is my story;

My husband and I along with our parents were traveling home (Iowa) from the College National Shooting Sports competition in San Antonio Texas where our son was competing and we decided to stay the night here in Wichita, kind of a half way point. A couple hours after checking out I realized that I had forgot something very dear to me, it may seem small to some but the meaning behind it is very special to me. It was a personalized can koozie of my son holding his shotgun with his name on it. The reason it is so special to me is because it was his senior year and now he will be going off to join the Army for the next eight years. Back to my story,

Once I realized I left it I called the Hotel and spoke with the front desk agent (very nice and professional) I explained to her what it was I left, She went up to the room and found it and she got my information and put it with the koozie and left it for the manager to call me the next day (3/25/24)when he came in (around 3pm). A week went by and I heard NOTHING. I called the hotel back again the following Monday 4/1/24- left my information again - 2 days later 4/3/24 still nothing, I called again and left my information- 2 days later 4/5/24 still nothing, I called again and left my information again. By Monday the 8th I still had heard nothing so I called again and spoke with Oscar he was GREAT he found the koozie and ALL the messages on the managers desk, He informed me that the manager had been in several times and was not sure why he was not returning my messages. He said he would leave another message and apologized several times for the manager not calling me back. I at this point contacted IHG cooperate guest relations and started a case with them. It has now been 8 days since calling IHG Guest Relations and STILL NOTHING. I reached back out to IHG Guest Relations 4/16/24 and the lady I spoke to there contacted the property while placing me on hold. She said that the property wanted to speak to me so she was going to transfer me, Once she did this the property lost the call, I had to call IHG back and do this all over again. I was finally able to talk with a JONATHAN at the property.....hhhhmmmm lets just say he should not be interacting with any guests at all!! He refused to give me the managers name, he kept making excuses for why the manager had not called me after 5 different messages were given to him, he also denied that the other front desk agents had given the manager any messages, Sorry I believe Oscar as he told me he seen several messages along with the koozie. All this Jonathan wanted was for me to give him my credit card information so he could leave it on a note and give it to the manager,, UM no thank you was I going to leave my credit card information to be placed on a piece of paper to float around for WEEKS for others to get a hold of. All I want is for the Manager to call me so we could arrange for this to be mailed to me. Put it in an envelope and drop it...

Booked stay and room given was incorrect and had issues with check in. Moved to another room by GM that assured was correct but that wasn’t true. Key cards didn’t work to room. Then, when gained access room was incorrect. No apology given, discount, nothing. Told no more room type of what we booked and placed in original room. Barely any hot water and terrible gas smell outside room. Complained next day and was told man we dealt with at check in that should’ve taken 15-20 mins but took an hour was the GM. He was not empathetic of the issues nor dressed appropriately. Had tshirt, shorts, socks and slide sandals at check in. Moved to correct room that we were advised was available night of check in. When given right room it was decent besides outdated tub, mold and lack of hot water. Someone vomit in pool and kids were unable to swim. Inquire about a discount or refund and was told GM doesn’t believe customers are right and doesn’t issue refunds. Left contact info for a call after check out never was contacted. Did live chat with corporate and they couldn’t offer a refund for all of the issue and terrible stay/service said the location had to. Messaged the company listed on receipt saying they owned and operated the location and emails were ignored. Stayed 8/7 - 8/10 and no response to issues, no apology and no deposit refunded. Asked for receipt to ensure military discount added was told would have to wait until check out. Requested receipt and it seemed like an issue to get. We didn’t see the military discount listed and inquired and was told it was on there but not listed. Also, told at check in entire stay was charged initially but we could pay cash at check out. When attempted told that was inaccurate and there’s no way to pay cash. La’Sha & Tanya

*UPDATE to response:

I understand the rules regarding the pool. However, after I reposted the vomit in the pool it was left opened. No signed put up. We went back in the next day and noticed it wasn’t cleaned and still had access. I wouldn’t allow my kids to swim in it which would be unsafe and unsanitary. I was told the GM which is whom I’m certain responded was at work on normal shift dressed in that manner. The GM was nonchalant, no apology and the accurate room was only provided on the 2nd day of our stay after requested again and inquired about a discount or refund due to issues. Accurate room booked via telephone prior visit should’ve been available. We went from room 116 (incorrect room), to room 200 (key cards didn’t work), gained entry to room 200 after GM confirmed when I questioned if it was the right room and stated yes to find out that wasn’t the truth back to the counter and put back into room 116. If we didn’t request the room we booked the morning of 8/8 we wouldn’t have been moved to the right room. The lack of customer service and empathy is terrible. Thanks for not addressing the misinformation provided regarding checking out, the reported strong gas odor smell, lack of hot water and NEVER contacting me back regarding our issues and stay. WORST STAY and...

I booked this hotel for three nights. Night 1, I discovered their elevator service inspection is 7 months over due. I find a wash rag that was not mine on top of the shower curtain rod. They do not clean the rooms. Night 2 my keycard doesn't work. I have to come down stairs and the front receptionist is flirting back and forth with a customer giggling and wasting time while Im trying to get into the room I paid for and should have access to. Night 3. My keycard doesn't work again. I want to emphasize that I have not had the keycard near my phone as I'm aware that it can deactivate. I go back downstairs and I'm explaining the issues I've had with the front desk guy who is overweight (I don't know his name, but he was the only one who was overweight that I saw that worked there), he was rude and said well since this is your last night, it's whatever. I told him it was absolutely absurd for it to be doing this and that I didn't have it near my phone and it wasn't exposed to heat. He just shrugged as if he could care less. When I wake up and go downstairs this morning, Friday June 7th, 2024 at 3:00 AM, I was unable to leave the hotel. The front doors were sealed and locked shut and no one was around. I have an early flight and I started getting panicked thinking I'm locked in here and being held hostage. I'm yelling hello, hello, hello, is anyone here??? Finally a guy comes out and starts to unlock the door for me. I told him it's absolutely ridiculous to be held hostage, keycards not working, rude front service reception, elevator out of inspection, this place absolutely sucks. Don't stay here unless you want to pay for a room where you have to ask for your key card to be redone every night of your stay. Don't stay here unless you want someone else's dirty rags in your room in the shower. Don't stay here unless you want to possible get stuck inside of a non inspected elevator. Don't stay here unless you want to receive terrible customer service. Don't stay here unless you want to be held hostage so that you'll miss your flight. Holiday Inn Wichita South. You...