Rated 4.5 out of 5 by 194
Rated 5.0 out of 5.0 by Albert007 Great Service, Clean and Confortable
The staff was friendly and very helpful with my accommodations. The young lady that help, me was able to answer any questions I had. Great job on the staff, keep up the good work.
October 24, 2014
Rated 1.0 out of 5.0 by Sirlj The absolute worst experience I have ever had
First, I am a 4 year standing platinum member with IHG.
Reservations had been made since February. I realized a week plus in advance that I did not need the first night any longer (Monday). I called IHG to change my reservation as I could not over the internet. They had to call the property and did so. A few days before my arrival, I received an email reminder of my stay and it showed arriving Monday still. I called the property to inquire if the changes had been made. The first call, I was put on hold. After 5 minutes of waiting, I hung up and called back. The second call, I was asked to hold and a lady was with me in about a minute. She had confirmed that my reservation was changed to a Tuesday arrival.
I arrive Tuesday evening after 14 hours of travel. I tell the front desk my name of reservation and the clerk immediately said they have no reservation in my name. He did not even look it up. I had to go to their computer to pull my reservation up in the IHG system, to observe that it was cancelled - entirely for all remaining 4 nights. I called IHG customer service while the desk clerk phoned the general manager, as I was quite upset. IHG customer relations advised me that the room cancellation was made by the hotel and did not have comments for a reason in their system. The desk clerk was advised by the general manager to not locate and provide a room for me and that we “were on our own". Those words were given to us as I was still speaking to IHG customer relations. IHG customer relations had then made an official call to the hotel front desk to request the hotel take care of us, as our reservations were cancelled by them and they were responsible. The desk clerk had told customer relations that he was specifically told by his general manager that he could do nothing for us.
Most of the hotels in Bowling Green were sold out due to the event I was attending and other events in the area. The clerk did assist us in finding another place to stay several miles away.
IHG customer relations informed me that they were making a formal complaint against the hotel and that someone should call me the next day to address the problem and correct it in some manner. The next day, at 2:30PM, I had still not heard anything from the hotel. I went to the hotel and spoke with the general manager herself. I inquired why she had not contacted me and then replied she had no idea a complaint was made. After speaking to IHG customer services, I was advised that the complaint had been sent to them the night before when my arrival had been a disaster.
To summarize my stay... The GM would not take care of a customer that had a reservation cancelled by them. She would then not help find a replacement room. She then lied about not knowing about the complaint. Why would she not follow up with a customer the next morning on her own is a great question. The GM had no concern about how she ruined my hard earned vacation, period!
How did the desk clerk know right away that he did not have a reservation in my name without looking?
I would advise any and all to avoid this property. Their concern for customers is so low; a number does not describe it.
October 22, 2014
Rated 5.0 out of 5.0 by bhodges Great Stay! Highly Recommend
This was booked last minute for just a one-night stay. The hotel was very clean and provided a quiet and safe environment. The staff was friendly and helpful.
October 22, 2014
Rated 5.0 out of 5.0 by Mslone4 Excellent Stay
Comfortable beds and pillow. Bathroom was very clean and fresh. Overall room was very nice
October 22, 2014
Rated 5.0 out of 5.0 by breynolds 2nd Visit to this hotel
I have stayed at this hotel twice for business and i am completely satisfied with it. I will stay here again when i am working in the area. I am able to work from the room with no noise coming from outside the room.
October 17, 2014
Rated 4.0 out of 5.0 by ewturner good place to stay
Good, but expensive for what you get. No complaints. Clean.
October 15, 2014
Rated 5.0 out of 5.0 by bullwinkle88 Clean and comfortable!
The hotel is a good value for the money, conveniently located, and very comfortable. Will definitely stay here again!
October 14, 2014
Rated 5.0 out of 5.0 by treetree excellent bed all HI facilities should have these beds!!
Any Holiday Inn displayed facility should have these bed. Have only been in few that did event though they were advertised as remodeled or new some did not have same quality which we expect whenever we stop and have been greatly disappointed and severely uncomfortable but were too tired to go elsewhere.
October 8, 2014