Holiday Inn Express Hotel & Suites Charlotte Airport-Belmont

We arrived after a long travel day to be told that the hotel was overbooked and had no rooms. We had booked directly through IHG with a confirmed reservation and had included a note that we wouldn't be there until 10pm. We were not provided any help in finding another hotel, with the nighttime employee only repeating there were no rooms here. There were no other hotels with comparable rooms or rates to what we had booked, nothing had been pre-arranged whatsoever to help relocate us. We drove another 15 miles and found a place to stay but had to pay much more - not to mention the hassle and inconvenience of having to sort this all out at 10pm in an area we were unfamiliar with. I can understand overbooking from the business side of things, but I cannot comprehend the lack of any customer service to help aid those affected by the practice.

I had reserved 3 rooms for my 2 sons families, and my wife and I to attend my oldest brother's funeral at Belmont Abbey. I arrived early to make sure all 3 rooms were as reserved and that I was paying for all 3 . Lei at the front desk was awesome---so friendly and working to make sure I had all 3 rooms as ordered, and recording the names for each son and the type of room he needed---king vs 2 queens. I had reserved a 2 queen suite, and wanted to be on the top floor with my sons rooms and away from the elevator. The only suite available was right next to the elevator, and she said that was going to be a noisy location. She put me in a suite on the second floor near the end of the hall. We went to lunch, and to assist with bring my brother's coffin into the Church for a vigil service that evening. By the time I returned, Lei had left for the day, and I asked the new desk clerk if anything for a suite had opened up and she moved me to the room right next to the elevator on the 3rd floor--disaster. When I realized what haI heard the elevator untid happened, I was so tired and emotionally drained, I decided to make the best of that BAD room---BIG MISTAKE ! I heard that elevator until after midnight, and starting at 5:30 AM the next day. When I groggily went down to eat before the funeral, Lei was there and was concerned why I had moved to the room she told me I didn't want to be in. I told her that I was just a big dummy, and she laughed, said she would move me to another room for that second night , which was on the third floor way down from the elevator---and I was able to sleep well the second night---thanks especially for the caring and concern of Lei while was eating some brekfast. She brought me the keys to the new room, and said that I could move out of the old one after the funeral that morning, but we moved right afte breakfast with the help of my son and his wife. So, Lei is my HERO !! Otherwise, everything went well, clean comfortable room, good breakfast, and wonderful serv ice froman understand and caring staff member. She's a KEEPER, HIE!!!!

I always have a great experience when I stay over.the staff is so professional and they make me feel so welcome.Shayna,LeAnn, Angie Mira, Krista, Karen and Chris ,Yvette they are like family you will have a great stay at this holiday Inn. the breakfast is very good