I recently stayed at the Holiday Inn Express with my parents. I am familiar with the IHG brand as I also work for the company, so I know what to expect from the brand standards. The hotel itself is nice, clean, and new, so I initially had high expectations. Unfortunately, the stay was let down by poor communication and a lack of staff training. During a fire alarm, the phone in my parents’ room didn’t work - which is a serious health and safety issue. I reported this immediately. There were also several issues with billing and communication: • I confirmed my staff discount for all food and beverage items before dining, yet when paying after dinner, I was told the discount was “not applicable.” • When I asked for a copy of my bill, I was told I would receive it upon checkout - I still haven’t received it, even a month later. • I was also charged for parking twice - I paid upon check-in, but was told again at checkout that it hadn’t been paid. Despite emailing both reception and the General Manager for clarification, no one has responded, which is incredibly disappointing. On the positive side, the breakfast was great with a good selection, and the staff were polite and friendly, but clearly not properly trained to handle basic guest service and billing procedures. This experience does not reflect true hospitality, and it’s not what I would expect from an IHG property. The hotel has so much potential, but staff training and communication need urgent attention.
