4/10 Poor
Steven
17 Mar 2025
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
The room was wonderful, the check-in experience was not. I was told when I checked in that Expedia had marked me as cash and Holiday Inn doesn't accept cash. I was told that I had to call Expedia and have Expedia call the hotel to straighten this out. It took me an hour to accomplish this trying to manage the phone trees and the dead ends. I would think that the premier travel aggregator in the world and one of the most iconic hotel names in the world would be able to understand what each entity requires so that the process is seamless for the customer. Furthermore, I would think the two enterprises would have direct communication lines such that if a problem should arise one entity could speak to the other without the customer having to act as a go between. In my case, what was a problem between Expedia and Holiday Inn became my problem in that I had to spend an hour of my time, after a long day of travel, to figure out how to get in touch with Expedia. The whole incident was frustrating for me and for the staff at Holiday Inn Express.
Steven
Stayed 1 night in Mar 2025