HOLIDAY INN SELECT

This was one of the worst hotel experiences I've ever had. My cousin's card was on file to pay for the room, and I was specifically told that my debit card would only be used for a **$50 incidental hold**. Instead, I woke up to find a **$410.38 charge** on my account. The problems began at check-in when we were given a key to a room that was already occupied by a sleeping guest. This was a serious safety and privacy issue. After returning to the front desk, we were assured that I would not be charged again, that notes would be added to our reservation documenting what had happened, and that we would be moved to a king room. None of those promises were kept. We were placed in a double room instead, the room phone didn't even work, and I later discovered that no notes had ever been added to our reservation. The customer service was just as disappointing as the mistakes themselves. There was no sense of urgency, no accountability, and no genuine effort to resolve the situation until I mentioned that I would be contacting corporate. The following morning, I called the front desk regarding the **$410.38 charge** and was simply told there was nothing they could do and that I would need to speak with the manager. When I called back, I was told the manager was with another customer and to call again in 10 minutes because they didn't know when he would be available. I understand that working in customer service can be challenging—I have worked in customer service myself and have dealt with frustrated customers. I know that when someone is upset, they're usually frustrated with the situation, not the employee. That's why I was especially disappointed when the front desk representative began raising her voice simply because I was understandably frustrated over an unauthorized charge and the ongoing issues with our stay. Finding out there were no notes on my reservation, despite being assured everything had been documented, only made the situation even worse. From the room mix-up and unexpected charge to the poor communication and lack of accountability, this entire experience was completely unacceptable. Guests deserve better than broken promises, careless mistakes, and employees who show little concern when their errors negatively impact their customers. That said, I do want to acknowledge the sales manager, who spoke with my cousin. From everything I was told, she appeared to be genuinely concerned about what had happened. She took the time to look deeper into the situation, identified what had gone wrong, and made sure the issue was corrected. I sincerely appreciate that she was willing to investigate instead of dismissing the problem, and I'm grateful that she took the necessary steps to make things right. While I wish that level of care and accountability had been shown from the beginning, I'm thankful someone was ultimately willing to resolve the issue.

While staying at a nearby hotel, I witnessed a fight in the evening of July 4th in the hotel parking garage entrance between two individuals. One of whom was beaten up, bloodied to include what appeared to be kicks to the individual’s rib cage. While this was happening, I witness hotel security stand around as watching a “prize fight”. I witnessed no attempt by hotel security to alert local police. Based on this incident, I would not recommend travelers stay at this hotel

Breakfast staff Michelle was accommodating and the food was delicious. I would recommend staying there.