Absolutely horrible experience at the holiday inn express in Hickory, NC. When I called to book I was told they only had a handicap room available I said that was fine . They gave me 1 price over the phone and charged me different prices daily on check out receipt. We asked for our room to be cleaned and have clean sheets put on, trash removed and clean towels after day 3 and was told by front desk they don’t do turn down service unless u are staying more then 5days and because we were checking out on the 5th day we weren’t entitled to it, so we asked for clean towels to be put in our room while we were out and they did do that. But when we checked out is when I noticed the different charges and then a few days later I checked our bank acct to see they charged an additional charge of $269 dollars on top of the $608 they already charged during checkout. I called and the girl said I had to speak to a manger and they wouldn’t be there till Monday but from what she could see it was a smoking charge. I said no one smoked what are u talking about and how did u come to that conclusion? So I called on Monday to speak to manger whom was out sick so I called again Thursday to speak to manager and I asked where she came up with this charge she said it smelled like smoke. I said ur maid was in the room bringing towels 2days prior and it didn’t smell like smoke but now when we check out it does? U also have lights in nonsmoking hotel rooms that light up if someone smokes in the room but that didn’t happen, there were no ashes or cigarettes or burn holes or anything and yet it smelled like smoke? Does that even make sense? If that was the case why would I ask for housekeeping to come clean 2 days prior to checkout? And if I was smoking in the room why would I wait till the day of checkout to do it? Why wouldn’t I smoke from the time I checked in? Her response was to bad if u don’t like it and hung up in my ear! Rudest most unprofessional person I have ever dealt with and I called the main corporate number to file a complaint only to be told they have to back their hotel owners. What kind of customer service is that? How many other people are they charging who haven’t done anything to make extra money? The sad part is I’m a member and am so disappointed as a customer. I literally had to go to my bank and fight the charges and at this point am considering getting a lawyer for everything I’ve had to endure. Luckily I had that extra money in the bank what if they did that to someone who didn’t? Terrible from start to finish I will never stay there again and I will make sure I tell everyone about my bad experience. Angela
