Holiday Inn Express Raleigh NE - Medical Ctr Area

My 5 ? go to the staff for their professionalism and kindness. Nothing to complain about. Will definitely go back...

Re: My 5 ? go to the staff fo ... Holiday Inn Express Raleigh NE - Medical Ctr Area replied on Wednesday, December 22nd 2021

Thank you for staying with us we are glad you enjoyed Thank you for your feedback

Would have rated one star, but they had a good customer service. Just please fix the smelly room ….. and clean it.

Re: Would have rated one star ... Holiday Inn Express Raleigh NE - Medical Ctr Area replied on Monday, December 13th 2021

Thank you again for bringing this issue to our attention. First, I want to thank you for your feedback. While I wish, you had a better experience, it is feedback like this that we learn from and use to improve. We work hard to deliver an exceptional guest experience, and it's apparent in this case, we fell short. At the time, you were staying with us. For the inconvenience, it caused, I want to sincerely apologize.

Clean fresh nice housekeeping

Re: Clean fresh nice housekee ... Holiday Inn Express Raleigh NE - Medical Ctr Area replied on Monday, December 13th 2021

Thank you for staying with us thank you for your feedback

I guess I should have done more research about the property. The parking was terrible. The staff were little to be desired. My room was cleanish, but not to what you would expect of a Holiday Inn. I would not recommend this property.

My complaint is with the hypocritical and punitive policies of the management of this property and not with the property itself, per se (as I didn't stay at that property -- but be wary of the Downtown Holiday Inn Express in Downtown, as well. It wasn't the best service either.) And IHG Customer Care Center was unable to help. IHG has no muscle or backbone and will allow hotel properties to take advantage of paying members. So much for customer care.
Holiday Inn Express can start by treating members with compassion and correct mistakes when they happen, rather than just reciting cancellation rules that merely benefit IHG and not the customer. We all know cancellation rules. I was disappointed that the management at the Holiday Inn Express NE Medical Center in Raleigh, was unwilling to correct an error regarding a double booking on the same night but at different properties. Both reservations were similar, and even though I know of the cancellation policies, I made the mistake of not realizing the difference between the two Holiday Inn Expresses. It could happen to anyone, but this management chose to treat an IHG member like, "too bad for you" and "kick rocks". Not a way to keep a customer; especially since HI received revenue for that night -- but wanted more.
Offering a complimentary night, at the hotel that is causing this review to be written, and -- after a whole month of me contacting both IHG and Holiday Inn Express with no response, until I forced the issue--
is like going back to have dinner with an abuser and to expect satisfaction. It does nothing to correct the mistake. Double bookings can happen.

I am very disappointed with the staff in remediating an honest billing mistake. Times must be rough for this location. As an IHG member, I inadvertently made a double Holiday Inn Express booking at the Medical center location and at the downtown Holiday Inn location in Raleigh. I checked in at the downtown location, not knowing I had booked a duplicate night at the Medical Center. Obviously, I did not check into the Medical Center as I was staying at the downtown location. Mr . Prem, the manager of the Holiday Inn NE Medical center was unwilling to provide a refund for the night I didn't stay at his hotel; eventhough Holiday Inn received full revenue from my downtown stay. After numerous calls, Mr Prem agreed with me recognizing it as an error, but that since he (the hotel) didn't respond to my request within 48 hours -- like the IHG rules mention -- the hotel was hit with a penalty for not responding. Consequently, Mr. Prem blamed me for his misstep, and now is holding my $197.06 for the hotel to keep. Initially he agreed with me that mistakes can happen, but reversed himself because he didn't follow his company's own rules, and now is punishing the customer for his mistake of not contacting the customer within 48 hours. The way he looks at it, is that he's not going to lose my revenue and get hit with a penalty, too. So, too bad for the customer. Beware.

I book hotel rooms all the time and am well aware of all the spurious cancellation tricks the reservation systems throw at you. When there's an honest mistake, and yet the hotel ownership would not bend -- for the sake of future business, and being an IHG member -- to help the customer, it is a signal to beware of the policies of this property.

My complaint is with the hypocritical and punitive policies of the management of this property and not with the property itself, per se (as I didn't stay at that property -- but be wary of the Downtown Holiday Inn, as well. It wasn't the best service either.) And IHG Customer Care Center was unable to help. So much for customer care.

Mr Prem doesn't realize or doesn't care about long term goals of the hotel , and only cares about the short term business gains of one night. "To hell with membership, and to hell with the customer," should be the motto of the hotel. Kick rocks!
--Unhappy IHG member

Re: I am very disappointed wi ... Holiday Inn Express Raleigh NE - Medical Ctr Area replied on Wednesday, November 24th 2021

First, I want to thank you for your feedback. While I wish, you had a better experience, it is feedback like this that we learn from and use to improve. We work hard to deliver an exceptional guest experience, and it's apparent in this case, we fell short. At the time, you were staying with us. For the inconvenience, it caused, I want to sincerely apologize.

I am very disappointed with the staff in remediating an honest billing mistake. Times must be rough for this location. As an IHG member, I inadvertently made a double Holiday Inn Express booking at the Medical center location and at the downtown Holiday Inn location in Raleigh. I checked in at the downtown location, not knowing I had booked a duplicate night at the Medical Center. Obviously, I did not check into the Medical Center as I was staying at the downtown location. Mr . Prem, the manager of the Holiday Inn NE Medical center was unwilling to provide a refund for the night I didn't stay at his hotel; eventhough Holiday Inn received full revenue from my downtown stay. After numerous calls, Mr Prem agreed with me recognizing it as an error, but that since he (the hotel) didn't respond to my request within 48 hours -- like the IHG rules mention -- the hotel was hit with a penalty for not responding. Consequently, Mr. Prem blamed me for his misstep, and now is holding the amount of a one night stay for the hotel to keep. Initially he agreed with me that mistakes can happen, but reversed himself because he didn't follow his company's own rules, and now is punishing the customer for his mistake of not contacting the customer within 48 hours. The way he looks at it is that he's not going to lose my revenue and get hit with a penalty, too. So, too bad for the customer. Beware.

I book hotel rooms all the time and am well aware of all the spurious cancellation tricks the reservation systems throw at you. When there's an honest mistake, and yet the hotel ownership would not bend -- for the sake of future business, and being an IHG member -- to help the customer, it is a signal to beware of the policies of this property.

My complaint is with the hypocritical and punitive policies of the management of this property and not with the property itself, per se (as I didn't stay at that property -- but be wary of the Downtown Holiday Inn, as well. It wasn't the best service either.) And IHG Customer Care Center was unable to help. So much for customer care.

Mr Prem doesn't realize or doesn't care about long term goals of the hotel , and only cares about the short term business gains of one night. "To heck with membership, and to heck with the customer," should be the motto of the hotel. Kick rocks!

Great place to stay just need parking for vehicles towing a trailer.

Staff was great pleasant. I was greater with a smile on his face.