Quality Inn & Suites

We were in the area for a sports competition and booked the Holiday Inn Express East based on the positive reviews and the fact that it had a pool. Unfortunately, we were very disappointed upon arrival. The hotel felt run-down and poorly maintained, and our room was not as clean as expected. We found hair in the bathroom, and the overall condition of the property was shabby and outdated. The biggest issue, however, was that the pool was closed. We specifically chose this hotel because it advertised a pool, but we were informed upon arrival that the season would not begin until June 30. Most hotels in the area open their pools by Memorial Day weekend, and there was no mention of this closure when we made our reservation. The front desk staff was not particularly helpful. We were told that an inspector was expected to arrive that day or the next, but there was no guarantee the pool would reopen. Since I did not want to risk waiting and still not having access to the amenity we booked the hotel for, I requested a cancellation. What has been most frustrating is the complete lack of consistent information regarding that cancellation. Initially, the front desk, through the manager, told me the reservation had been canceled but could not confirm whether I would be charged. Later, when I checked out and left the property, I was told that any refund decision was not IHG's responsibility because I had booked through a third-party travel service. Now, after relocating to another hotel and speaking with my credit card travel agent, I am being told that the hotel is claiming the reservation has not actually been canceled and that if I cancel it, I will be charged for the entire stay. This has left me in the absurd position of having already checked out, left the property, and booked another hotel, while still receiving conflicting stories about whether my reservation was canceled and whether I will be charged. No one seems able or willing to provide a clear answer. I was also disappointed that the manager did not come out to speak with me directly, especially considering my elite status with the brand. At the time of writing, I am still waiting to find out whether I will be charged. Between the poor condition of the property, the lack of disclosure regarding the pool closure, the inconsistent communication about my cancellation, and the poor customer service, I cannot recommend this hotel.

I stayed in the Holiday Inn Express Greensboro on Wednesday, October 15th. (Confirmation # 67774069) I gave my key at the front desk and checked out. I stayed in the room with a friend as we were on a golf outing in Greensboro. To my surprise, a $250 charge was put on my credit card, as they said there were two larges dogs that stayed in the room. We don't own any pets! I called the hotel twice and asked to speak with a manager. However, no one returned my call. I then opened a case with IHG corporate (Case #10578058763) I spoke with corporate and they indicated that someone from the hotel would respond within 48 hours. I received no call back. I again, called corporate and they assured me that they had contacted the hotel and a manager would call me back within 4 hours. I asked the hotel to provide me with proof, as they were reviewing video. Again, no response from hotel. I reached out to IHG corporate again and asked that my situation be sent to a manager. The only thing that corporate did was send me an email telling me to work directly with the hotel. HOW DO YOU WORK WITH THE HOTEL WHEN NO ONE RESPONDS TO YOUR CALLS! I believe that it's unfair and unethical for IHG to be able to charge a pet fee when there were no pets in a room. If they couldn't provide video proof of the pets they should have immediately refunded my $250.

A comfortable stay with an outstanding welcome! We booked this stay while traveling and were initially concerned when we saw the area where this hotel was located. However, there was no reason for concern. I was cheerfully greeted by Latoya who checked me in and as I asked about dining in the area Patrice joined in with a list of restaurants. Both ladies' welcome to us was a breath of fresh air after traveling all day. The hotel was dated, but clean, and the facility was in the process of being updated. Considering the price for our room it was well worth the stay! Our night's sleep was quiet and comfortable and the complimentary breakfast quite adequate, and the neighborhood was quiet and peaceful as well.