Holiday Inn Express Indianapolis Nw Park 100

Upon arriving to the hotel everything seemed to be fine. Obviously, the property is in the middle of a remodel, and everything seemed to be getting updated. The gentleman who checked us in was friendly and we had no issue checking in. We checked in for 2 rooms under the same reservation. The rooms were nice, clean and we could tell they were recently updated. After checking in around 9PM and dropping off our luggage, we left to go downtown just to see a little bit of the city. We returned back to the hotel around midnight. Upon returning to my room (415) I discovered that the television did not work as it wasn't programmed. It was asking for a setup code. I tried to figure out the issue for about 10 minutes before trying to call the front desk. Nobody answered the phone, so I went down to the desk. The employee at the desk said the only thing she could do was move me to another room. I agreed, even though it now required me to move all my things to another room. I was moved to room 422. I checked the TV and it worked and then moved my things into the new room. I then went to warm up my leftovers from dinner to find that the refrigerator and microwave did not work (they had no power). I went back down to the desk and was told again that the only thing I could do was move to another room. I was then moved to room 401 and was told that this room was used the previous nights and had no complaints. After moving my belongings to room 401 I found yet again that the TV had the same issue as room 415 and was not programmed. At this point I was getting quite upset. I went back down to the desk to be told again the only thing that could be done is to move to yet another room, but it wouldn't be on the same floor. My co-worker was staying in room 406 and I didn't want to have to be on a different floor than she was on. The desk clerk was basically unable to resolve anything and said the only thing she could do is move me to a 4th room on a different floor or I could check out and go somewhere else which wasn't an option. She also insinuated that I should have said something about the TV not working earlier and that I had "been there all day" and should have addressed it earlier. We didn't arrive until 9PM and immediately left and didn't return until midnight, so obviously it was reported as soon as it was noticed. Her response was rude. At this point I had spent over an hour moving rooms and trying to get a resolution to the issues. It was after 1AM and I had to be up at 6AM for work. I was highly upset. What was supposed to be a relaxing night turned into a horrible one. I sleep with a TV on as background noise which is why I wanted a room with a working TV, plus I am paying for a room with things that are in working order. While I was voicing my complaint to the desk clerk, the gentleman who checked us in earlier approached and asked what the problem was. I explained the issues and he then got a master remote and took me back up to the room and programmed the TV. He said that they had replaced the TVs that day and none of them were programmed. He programmed the TV in my current room (401) and it worked. I then showed him how the power did not work on the fridge and microwave in 422. At this point it is almost 1:30 and getting a good nights' sleep was now out of the question. When I got up in the morning, I texted my co-worker to inform her that I was in a different room. When we spoke, she said the TV in her room also did not work but she was tired and just went to bed as she isn't someone who sleeps with a television on. So obviously, this was a widespread problem with the TVs on this floor not being programmed. That morning I also looked at my credit card charges online and noticed there were 6 separate holds on my card (2 room charges, 2 $50 deposits, and then 2 charges for $3.99 which I didn't understand). When we went to check out, my coworker told the desk clerk that her TV didn't work and then I explained to him my ordeal and how I had moved 3 times. I asked to talk to a manager as I wanted to discuss this issue in person. I was told a manager wouldn't be in until later in the day and was given this email address. I then questioned the desk clerk about the $3.99 fees charged on both rooms. He responded with "it's an eco-fee", to which I asked what that was. He could not explain what it actually was for. He just said it was a fee that I agreed to pay by initialing on the last line when I checked in. I asked what the fee was and he just said it was a voluntary fee and that they wouldn't charge it had I not initialed on that line. I was very upset that you are charging me a fee that nobody can explain. First, I should have been told about the option to not initial that line and not pay a fee that I had no idea about. I have stayed at numerous Best Western hotels and have NEVER encountered this fee. I honestly feel like this is dishonest and ripping people off because it is not explained upon check in. You expect when you check in that you are signing that you won't cause damage, steal, smoke, have pets, etc., not that you agree to fees that are VOLUNTARY and that the staff can't explain what they are for. I still have no idea what your "eco fee" is. I feel like you are just ripping every guest off by $3.99 as most people will just pay it and not question it as it is a small amount. I probably wouldn't have questioned it either had I not had the horrible experience of having to move rooms 3 times. I am a regular Best Western patron, and I have never encountered such problems and lack of help from the front desk. The only person who resolved the issue was the assistant manager who overheard my concern and then programed my television. But then again, he is also the same person who had me initial to pay a fee without explanation that I was agreeing to an additional fee to be charged.

Nice enough facility but there was construction right outside my door that went later than acceptable. Housekeeping sounded like they were having a party in my hallway. This went on for an hour play each day. The internet was down most of the time, which also means no TV.

We stayed the weekend for a baseball tournament. The staff were very friendly. The hotel was clean and newly renovated. The breakfast was good.