Stressful

Disliked: There was a horrible high-pitched noise that permeated our room. we asked to be transferred to another room but were told there was none availabile. In addition, the television in the living room did not work.

We enjoyed the hotel and...

Liked: Breakfast and room was great. Property was beautiful and spacious as well.
Disliked: We enjoyed our stay very much!

Worst Customer Service Ever

Disliked: Where do I begin… we arrived around 2am after a 5 hour drive from CA, we were 4 adults and 2 children total. I waited at the front desk for almost 10 mins just to check in. When it was my turn, the front desk clerk did not say anything to me just “name, ID and credit card”. After the clerk gave me the room key, I asked if it was the suite with 2 queen beds and a sofa bed, she replied “no that room is no longer available, we only have a room with 1 king size bed” I began to get upset because I had called earlier that day to confirm my reservation. The clerk grabbed the night manager, after the clerk explained what happened, she simply just said “there is nothing I can do, that room is no longer available” I explained to her “there is a total of 6 people, how do you expect us to all sleep in one bed?” What upset me the most is that they did not show any empathy or even tried to apologize for the inconvenience. I expressed to them that the least they can do is provide another room for the other 2 adults, at first they were being super hesitant about giving me another room, they were acting like there was nothing else available. After searching they were finally able to locate an extra room. When we grabbed our stuff out of our car, they didn’t tell us where the elevators were located, we asked a couple times for directions, they just pointed outside the doors. We walked around for 5 mins looking for it. In the morning, we were not informed that the breakfast ended at 10am, keep in mind we had paid extra for their breakfast. My in-laws were able to grab us a plate of food, when my MIL informed the server that we were on our way down, he responded very rudely “I’m closing the doors at 10am”. My MIL did not appreciate his tone and asked to speak to a manager, the server responded “I am the manager and I’m locking the doors”. Holiday Inn has been my go to hotel for all my travels but after this experience, I will not be returning.

Passable

So-so

Liked: The property was nice. The pool was great.
Disliked: The room was very dark and kind of musty. The couch had stains on it. The sheets brought up for the fold out couch were threadbare. The bathroom was kind of dirty.

Exceptional

Passable

The front desk staff was...

No customer service.

Liked: The problem was zero service and staffing. Had to hound and track down employees to provide some sheets for hide-a-beds. No one would answer the phones at any time after several tries. Worst customer service I have seen in a long time. I tried at a later date to contact the hotel for possible property one of the kids may have left with the same results. After many calls and several different numbers, a guest services agent directly connected me to the desk at the actual hotel. Someone actually answered and immediately ask to place me on a brief hold. She never came back.
Disliked: Customer service is non existent, you are expected to go through AI directed chat that are completely inadequate nor do the address your problem but want you to chose from a drop down list. I guess that is what you can expect from a large corporation that choses AI over people.