![]() I went back to read the “fine print” on my Sams club reservation. While this might seem like an upgrade I wasn’t impressed, the room was dark, worn and I was tired and irritated for the run-around and TERRIBLE communication and directions. After waiting almost 10 minutes for someone to show up I was told that due to Covid and lack of business the holiday inn had closed almost TWO YEARS AGO but they continue to accept reservations for the holiday inn express (at the crown plaza). ![]() 40 minutes later in desperation I went to the Crown plaza check-in. My reservations, however, were at the holiday inn express so I kept driving. I drove back on the main road to a completely separate exit to find the crown plaza hotel and parking. The note also claimed it tried to notify you. Directions were given to the “Crown plaza” entrance with ABSOLUTELY NO explanation that you are actually booked with the Crown plaza hotel. Walked to the entrance with luggage in tow to find a note about Covid 19 and that this entrance is closed. I pulled into an empty parking lot (following GPS instructions). if your employees are having a bad day is not the customer fall.… I write like this because I work for IHG and Holiday Inn for many years and as an AGM and Operations Manager for their Hotels this is really poor customer service and not acceptable. the most upsetting part is that the front desk put me on hold instead of letting me know I was getting transferred to a booking agent when I really need it to speak to the hotel directly. Rude sale agent, not even a good morning, or what can I help you with? The front desk had the wrong information from sales about how my name went from Joseph to Tom. First what happens to the good morning thank you for calling Holiday inn Express this is sales my name is. deplorable customer service and it is sad that you did not even let me finish my inquiry I got transferred right away to the front desk and the front desk then transferred me to an IHG booking agent. I'm Posting this review because of the poor customer service of your front desk and Sales team.
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