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Holiday Inn

Customer Service Ratings and Comments

Holiday Inn is ranked #143 out of the 301 companies that have a CustomerServiceScoreboard.com rating with an overall score of 38.94 out of a possible 200. This score rates Holiday Inn customer service and customer support as Disappointing.

NEGATIVE Comments

26 Negative Comments out of 28 Total Comments is 92.86%.

POSITIVE Comments

2 Positive Comments out of 28 Total Comments is 7.14%.

Issue Resolution

Reachability

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Product Knowledge

Disappointing Overall Customer Service Rating
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  • We had a very negative experience with Holiday Inn. Our room was filthy and even after changing rooms the second room offered was no better. The bedding appeared to be unchanged with hair in the sheets. Bathrooms were dirty. The waitress serving us brought dirty plates for us to use and we had to ask for clean plates.

    Disgusted 9/2/10 1:17PM

  • We stayed at the Holiday Inn located in Bozeman, MT. We parked directly in front of an entrance, but woke up to find our driver's side window shattered. We notified the front desk, the local police and spoke with the General Manager. The GM assured us we would hear from their insurance company within 24 hours. That was a week ago. Since then, I have left the GM two messages requesting follow-up. Again, that was a week ago and he still has yet to return my call. I feel this is terrible guest service on his part. I hope that Holiday Inn Corporate believes in better service than I have experienced thus far.

    Anonymous 8/31/10 9:22AM

  • On Thursday August 5,2010, my wife and I stayed at the Holiday Inn in Whitby. We had made a reservation for two nights in the jacuzzi suite; which we viewed on-line when we made the reservations. When we arrived, we were given room 102, beside the elevator shaft and behind the ice machine. We spoke to the front desk, but the jacuzzi suite was already occupied and this was the only room that they had left. To say the least, it was an unpleasant stay, and in spite of the customer service cards, no one at the front desk could offer any reduction in the rate charged (the rate for the suite) because they lacked the authority. We had already decided to cut our stay short, but this experience with Holiday Inn and your toll-free booking, was less than quality service. In spite of complaining to the front desk both at the time of checking in and checking out, and having our contact information, I expected that at the very least, someone would have called to apologize.

    We stay in Whitby three or four times a year, but if this is any indication of "making it right" I don't see another stay with this hotel.

    Anonymous 8/22/10 4:10PM

  • My family stayed at the holiday inn at surfside beach sc on fri 8-13-10. We were going to stay fri and sat but we left a day early. The room was nice, but the air didn't half work. Fri night we had some very rude neighbors that kept us up till all hours of the night. My husband called down to the desk and they said they would take care of it. Well the noise kept going, even got worse, it was so bad that it woke up one of my kids and she was up till like 1am. Well my husband had enough and he went down there and they said they sent someone up and didnt hear anything, which we knew was a lie because they were out in the hall all night. Finally he called back and asked someone to come up. When the lady got there she wasn't even in there two minutes and heard what we had been going thru and had a talk with them. It finally got quite enough to get my kid back to sleep and me get some sleep myself especially since it was after midnight. My husband got our money back for sat night but they refused to give money back for fri night. Even though on the sink in the bathroom was a holiday inn pledge sign that stated "if you weren't completly satisfied with your stay we will refund you back what you were disasisfied with", all this stuff to make you happy but never seen that!!! I have always stayed at a holiday inn. But NEVER again!! This was the worse beach experience I have ever had! If anyone askes me where to stay when they go to surfside first thing I'm gonna say is don't stay at the holiday inn! I know alot of people and this holiday inn has ruined the holiday inn name for me!

    AJ86 8/18/10 6:39AM

  • My boyfriend and I visited the location in Fort Worth, Texas on Cherry Lane...We paid with a Visa/debit card (in full) upon arrival. I made several attempts to make purchases with my debit card the day after and I kept on being denied...I pulled up my banking information online and guess what....Holiday Inn charged me "TWO TIMES" They "authorized" my card for another day AFTER we paid in advance...I felt robbed! I called the hotel manager to tell her about it, she suggested that I call my bank and have them to call her (another long distance call) When I did speak with the manager she asked me to call my bank and do all of the work...customer service did not offer me any relief! I will never go to a Holiday Inn ever again!!!!!!!!!!!!!!!!!

    Mayfield 8/16/10 11:12AM

  • My husband and I stayed at a Holiday Inn 8-1-2010 on the night of our wedding...online, I had reserved a smoking room....when I checked in, the room was not ready. I went back half an hour later, when the room was ready, (after I had paid for the room when it was not ready). That night, we went to what we assumed was a smoking room...the next morning, I woke to discover we had no water...I asked the front desk, and was very rudely told there was a city problem (which wasn't true, because I found out later everyone in the city still had water, just the Holiday Inn did not). Then I find out later that day, Holiday Inn charged me an additional $250 for smoking in a nonsmoking room---even though I reserved a smoking room! The manager was very rude when I told her about this, and would only refund me $150 (which, 2 days later, is still not back in my bank account!!) I will never stay at a Holiday Inn

    bbtaw5 8/4/10 8:33AM

  • I stayed at the Holiday Inn Rancho Cordova, Ca. It was so dissappointing. The manager has some young foriegn girls working there and they were walking around without uniforms. In very inappropiate clothing and their hairs loose and messy going inside the kitchen. Vey unhealthy.

    Anonymous 8/3/10 3:35PM

  • Stayed at Quality Inn East Haven, horrible management on second and third shift, third third manager allowed his friends in the pool at 4 am which kept my son and I up all night. when confronted him he stated my kids could go in as long as I dont rat him out. 2nd night the ice machine blew up and hit me in the head. I couldn't even get ice for my new lump on the head. 2nd shift manager seemed very un compassionate. Police constantly driving through I counted 10 times for two stays.

    suzette818 7/13/10 10:17AM

  • I booked a group of 20 rooms for this coming October. I called two months ago to make sure block of rooms was reserved and was told yes. I called last week to make a reservation and I was told there was no reservation for my group. Over a period of two days I was told that I would have to talk to the person in charge of block sales, Logan. I left a message but he did not return my call. I called again and was told he was out sick and again left a message again. Still no call. I called back and he still wasn't in. I spoke with a pleasant woman and asked her if I could fax the reservation form Logan gave to me back in March to secure the rooms and asked her to call me to verify she had received it. She did call me right back to confirm and said she would leave this on top of Logan's desk with a note to call me as our registration form for our group's activity needs to be printed and mailed out and if we weren't going to have a reservation here at this hotel I would make reservations down the street at the Best Western. She said she couldn't do anything for me other than passing the information on to Logan. Nearly a week has passed and I have not heard from Holiday Inn Express so I called today and spoke with Stephanie who was very polite and told me that Logan had in fact blocked out our rooms, again, but he failed to call me so I could move ahead with our registration mailing. Really poor management and customer service!

    Harry 6/21/10 11:42AM

  • No matter how nice they redo the hotels, HOLIDAY INN is what it is, A MEDIOCRE CHAIN OF HOTELS THAT CARE VERY LITTLE ABOUT THEIR CUSTOMERS. I am presently in the New Daytona Auto Mall hotel, the hotel is vacating since many juniors for the tournament are leaving as they lose. When I asked for the later check out, the fake lady in the front said: "we have to many things going on with the junior tournament" I stated, this actually gives you more rooms since many are leaving" She was shocked and awed and said: "ANY WAY CHECK OUT IS AT 11:00 am, PERIOD."

    The amazing thing about HolidayInn is that is the same entiy that owns the famous Intercontinental Hotels, which completely the opposite mentality. I DONT RECOMEND THE HOLIDAY INN CHAIN AT ALL. MOVING BACK TO HILTON ASAP!!!!

    GG
    xxtraslim@yahoo.com

    worldwidetraveler 6/14/10 7:37AM

  • I made a reservation to stay @ 1944 Cedar Creek Rd @I-95,Fayetteville,N.C.28312 (910-323-1600)


    The initial reservation experience was unpleasant because the staff was very rude and inconsistant with giving same information per call.I spoke to Annette the General Manager and she assured me that I should stay with Holiday Inn anyway and that she would take care of me.She gave me a 15 dollar discount on my room rate for the weekend of 5/28/10-5/29/10.
    When I arrived the staff was friendly.However when I had gotten to my hotel room 5/28/10,the bathroom was uncleaned and the toilet was stopped up with a unpleasant surprise awaiting me.The hotel was under renevation and there were alot of people everywhere,hanging out in the hall all night the whole weekend.I called the general manager to complain and left a voicemail ,but I havent heard anything from her or the company.

    erickajones@live.com 6/4/10 6:50AM

  • WE stayed in the Holiday Inn Express in Hinesville, GA. Listen to this one...the bed that we were to sleep in had a BLOOD STAIN and some bodily fluid (possibly seamen) on the cover. The next day while returning from the breakfast, a BIG roach was on the wall...the manager on the 22nd who came in gave one night back as a credit...her apology was nothing...the cleaning crew however when we returned were AMAZING...we will NOT stat at one again. Wish I had seen these comments before we reserved the room.

    Upset In Helena Alabama 5/26/10 11:02AM

  • I PURCHASED A ROOM AT THE HOLIDAY INN MERCHANDISE MART IN DOWNTOWN CHICAGO. THE ROOM THEY PUT ME IN HAD BIG BED BUGS IN IT. THE MANAGER OFFERED TO RETURN MY MONEY BUT I PURCHASED THE ROOM THROUGH PRICELINE.COM AND EVERYONE KNOWS THEY DON'T LIKE TO DO REFUNDS.

    -STACI FROM CHICAGO

    P.S THE BARTENDER'S DRINKS WERE TERRIBLE TOO.

    Anonymous 2/28/10 8:48AM

  • On September 22, 2009, I booked (and paid $513.92 in advance for) a 4-night stay at the Holiday Inn Express in Decatur, Georgia thru hotels.com. I was to stay there the week of September 28th. On September 29th, I checked out after spending only one night there due to a bad bed (sagged a lot in the middle). Most of the night I slept on the floor. I checked into another hotel nearby for the remainder of the week. I notified the desk clerk the next morning of my bad experience and said I was checking out. He was not able to print a receipt since their computer system was down. Later that day I left 2 messages for the hotel manager to call me. She never did. I drove to the hotel 2 times to talk to her. The last time she said that "It is not our policy to offer refunds". The Holiday Inn Express has continuosly refused to refund the remaining amount to me or release the money to hotels.com. This is insane. I have made repeated attempts to contact management (customer service ignores me even on the website). I stay frequently at hotels on business (60-90 nights per year) and have never encountered anything like this. I have not stayed at a Holiday Inn property since, and may never again. It is a shame, since most of their hotels are very nice and very well kept up. I would consider staying at a Holiday Inn property if they would properly compensate me.

    Dave 2/8/10 8:43AM

  • my husband, myself, and our four small children were traveling from asheville n.c. towards our home in andrews when we got stuck in a massive snowstorm. the holiday inn in sylva was the first hotel we could find after not being able to continue home. check in was 110 dollars for one room we got to the room and five minutes later lost all power. sitting in a dark cold room with 4 small children afraid to go to the bathroom because there was no light, no tv, no breakfast, it was absolutely horrible you expect bad conditions at a sloppy nasty motel but not a nice fancy expensive hotel. no refunds and customer service could care less. we will never stay at another holiday inn again.

    margaret luna 1/30/10 11:44AM

  • My disabled son and I recently stayed at the HI Vancouver Centre for 2 nights. When we booked we were assured the room for disabled persons was newly renovated and wheelchair friendly. It certainly was NOT wheelchair fiendly, especially the bathroom. I had to share the room with my adult son as he needs assistance. The only place for me to sleep was a hide-a-bed. I thought we could manage until I pulled out the hide-a-bed and saw hairs and what appeared to be blood on the bedding. When the staff remade the bed I noted that the mattress was stained. To say that it was revolting is putting it mildly. I spoke with the day manager the next day about the the room not being disabled/wheelcair friendly when we were told it was and about the dirty sheets. He simply said it was an old hotel so the rooms were small....as to the dirty sheets...he gave me a $30 discount on one night stay. I certainly did not feel Huang cared at all about what I had to say.
    I won't be staying at another HI and I urge you to level with people with disabilites and tell them that the 'newly renovated ' rooms are very difficult for people in wheelchairs to manoeuver about. We could have booked at another hotel had we known.

    Kathleen N 1/22/10 5:34PM

  • The "lowest rate guarantee" is not to be trusted. Holiday Inn makes it very difficult to make a claim: You must seek an adjustment within 24 hours, but they stall and delay, then insist that you didn't make your claim within 24 hours. (It's actually easy to find lower rates!)

    LLK 9/19/09 11:31PM

  • I am (was) a priority club member and would only stay at Holiday inn. NO MORE!!!! I was going to a Charity event and it was moved to another city. Because it was a prepay the GM refused to work with me so I didnt have to pay the full rate because I wasnt even coming to his state anymore. Customer Service was ok but a so called manager named Ina was sooo rude and could care less. I WILL NEVER EVER STAY THERE AGAIN!!!!!!!!!!!!

    gabesue 9/11/09 4:15PM

  • I did not realize that when I made an online reservation in advance that you could not cancel or if your stay was cut short, they still would keep the money for the extra night. I tried to cancel 2 weeks before I was to arrive and they said if I cancelled I still had to pay the full amount. That is so wrong. I could possibly see if it was during the holdiays and they were booked. I will never use or recommend anyone to stay at a Holiday Inn again. For a big chain like that I am VERY disappointed

    Anonymous 8/13/09 1:40PM

  • Recently was detained at LaGuardia airport due to weather. I immediately called the Holiday Inn close to airport and was told that the rate was $149. I said that I would be right over. After I hung up the phone I realized that I had forgotten to ask if there was a restaurant on the premisis. When I called back minutes later the rate was $189. Guess word had gotten out that a bunch of flights were cancelled so good old Hiliday Inn decided to gouge the poor people that were already experiencing difficulties. If I had not had my teenage daughter with me I would have just stayed at the airport. She was not feeling well so I had no choice but to take the room. My already sick girl then had to endure the repulsive smell of vomit in the room. I would also like to mention that we waited for over an HOUR for the free shuttle. I called three times and was told that I should be waiting upstairs. The fourth time I called they said the shuttle was downstairs.

    Anonymous 7/13/09 11:10AM


  • I stayed at the Holiday Inn Express in Lees Summit, Mo on May 27th and departed on May 28th. I contacted customer service 2 times and no follow up back from them. One representative told me she only deals with the sheets and blinds etc......?????? Dont know how people are allowed to do this to people but I will keep complaining till I get contacted and things are resolved.

    Anonymous 6/23/09 7:36AM

  • Wow, surprised of all the negative comments! I would like to add another one. Holiday Inn has always been my choice of places to stay, but this weekend makes me wonder if it will be my last stay! When we arrived for our two day stay the clerk as always was helpful and friendly so the stay started positive. After returning to the lobby we were greeted by 5 dogs - barking, jumping all over, and extremely happy to be there. We were lucky enough to have them all on our floor. Later when going to the breakfast room there was a dog in there! We went to the lobby to meet a friend and sitting on the couch was a dog! We didn't join him/her on the furniture, but entertained our friend in our room. I always thought that animals in hotels was a service for them to sleep in the owner's room and be carried to car next day. Not in this case, they ran the hotel for that day. I would have left, but the clerk said that they were all leaving first thing in a.m. As a medical person, I just wonder what if myself or someone in our party had an allergic reaction to those dogs! I think this service needs a re-thinking!! Holiday Inn might not be my choice if I must share my space with the dogs!

    Anonymous 5/28/09 8:28AM

  • We recently stayed at Holiday Inn Express (we are preferred club members) on 20 South Tenth Street in Pittsburg. We paid are bill upon arrival as cash was short and we wanted to be able to budget are finances. Upon checkout we were told that the previous clerk had undercharged us by $50+. We tried to understand why - we hadn't rented any movies, we had already paid for the privilege of parking, we did not use any services other than what we thought we we had already paid for. The clerk on staff responded that it wasn't her problem and basically cough up the money. We of course did. I do however want to thank this Holiday Inn in particular, because of them I get to stay at my preferred choice - Hampton Inn.

    Anonymous 5/15/09 6:55AM

  • I attended a charity banquet at the Holiday Inn East in Harrisburg, PA. It was one of the worst experiences I have ever had. One cash bar set up for 260 people, and after waiting in line for 25 minutes I was lucky enough to recieve a warm Miller lite which the bartender proudly told me was not her problem. The dinner was served not only cold but the rice was not even cooked it was like chewing on pebbles, and the chicken was so overcooked that our knives would not even go through it. About 20 minutes after our table was finished eating and none of our plates from appetizer to main course had been cleared, a waitress showed up and gave us a basket of rolls, i mean come on we had all been finished for at least 20 minutes, now i may be wrong but since i had been a waitress for 27 years i had always thought that the rolls were served at the beginning of the meal. The dessert was stale pound cake with a watery strawberry topping, absolutely inedible. My associate and myself left the event early and I am sure that the person who coordinated the whole thing must have been upset. I can tell you that I network in the Harrisburg area and I work with many corporate events and weddings, and I would never ever suggest the Holiday Inn to any of my clients. Shame on the management for allowing such terrible service and quality in one of the most popular hotels nationwide. Obviously you need to check into this matter.

    Anonymous 4/25/09 2:03PM

  • I stayed at the Sunspree-Montego Bay. Room and service was nothing like I hoped. No hot water most of the week. Jack hammering occured 3 afternoons due to water leak on the floor below and the 4th was hammering to set tile. So no naps here. No mini fridge as mentioned. Booked with a king size bed. None available at checkin. Gave us a 2 bed room and told to check back latter. None latter that night. Told to come back on Sunday. Again none available. Spent the romanic vacation sleeping in seperate beds. Giftshop errors on change for 5 purchases. Always in their favor. One mistake maybe but five?? All in all I felt ripped off!!

    Steve R 3/9/09 11:50AM

  • MY husband and I stayed at a Holiday Inn Express at 3990 Baldwin Rd. in Auburn hills, Mi. We stayed one night, Jan.02 to Jan.03 in room 1129. The hotel was very nice and the room very satisfactory except for one thing. The heat unit gave off an awful smell which I found intollerable as we entered the room so we shut it off and went shopping. Upon our return , the smell had dissipated so we thought it was just a cleaning product or something. [ it smelled skunky or like old propane or something] Later, at bedtime , we turned the heat on and the smell started to come back so we turned it off again. In the morning, it was very cold so I turned on the unit before going to shower and get ready. When I came out , the room smelled awful and it was freezing cold. The unit was blowing out cold air. We turned it off and on and couldn't get it to work so shut it off and went down for breakfast. I then complained to the desk person and she said she was sorry that they had been having trouble with it. She said she would see if she could do something from the desk and if not, get someone to look at it. We finished breakfast and went back to a freezing room again and called the desk to say it was no better. There was nobody in yet to fix it so we just packed up and left early. The desk person again said she was sorry and that they had been experiencing some problems with the unit. We were not compensated what-so-ever for our discomfort or asked in any way how we felt about the problem. I was a little dismayed at how it was handled when my husband came out to the car after paying the bill.

    Anonymous 1/4/09 12:38PM

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  • I breezed through the comments for Holiday Inn and they seems to be generic complaints that could be claimed at any motel. If you don't like pets at your motel, don't book a pet-friendly motel. I like the fact that Holiday Inn offers both, since we sometimes bring our dog and other times wants to be away from all pets. I am a Priority Club member and they have always treated me good at Holiday Inn. They're not always the fanciest or the cheapest hotel, but I know what I am getting before I get there.

    Anonymous 9/28/09 11:39AM

  • I spoke with two different representatives yesterday 4/28/09. I was looking for a romm available in Memphis Tn. for the Memphis in May Beale street Music festival weekend. Although I had no luck finding a room I just wanted to compliment Holiday Inn on the great service I received. Holiday Inn Customer Service Reps are awesome!!! Whenever I need to find a room I will most definitely call you guys first!!! Thanks so much for all of your help.

    Tallen 4/29/09 10:23AM



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