“The front desk of this property is awful. We came to this city/location for a soccer tournament. At 3:00pm time to check in, my room was not ready. The lady (Kisha) at the front desk gave me another room, “Fine”…. What a surprise that we came into our room and that room stinks marihuana. I came down to the front desk to request another room and the front desk lady was not helpful. Instead of apologizing for the inconvenience, her answer was “I do not have more rooms… I told you, I do not have more rooms…, or I can send the house keeping to refreshing it” my answer was no, I need another room and she started arguing for everything. Again I requested a new room, I emphasized that 3:00 pm is the check in time. “She said over and over: I do not have rooms, It was sold out last night, I told you that if you need another room you have to wait an hour or more…” she “keeps arguing” and I said to this lady: I’m not going to arguing with you!!! Shorty story, the customer service of the front desk is awful, no emphatic and no professional. Extremely sad about this experience. I use this hotel chain at many other cities and I love customer service but not this one.”

“I called the Holiday Inn Express on Smith Corner Rd., Charlotte, NC and reserved a handicap room with a roll-in shower. When I arrived on November 12, 2022, I was given a regular room. I called the front desk and was told that they put another guest in the room I had reserved (there is only one). I was only staying for one night, but the other guest was staying four nights. I guess that made them more important than me. I was highly disappointed by their actions. I was told the room would be available on November 12th. My stay at this hotel was miserable because I am physically unable to get into a tub and the commode did not have any safety bars. I was afraid I would get hurt every time I used it. So I had to use the sink to wash up. When my husband used the shower, the water never got warm. The money I spent was not worth the room I was forced to stay in. I would not recommend this hotel to anyone. It was despicable the way I was treated. I will never stay in any of your hotels again!!!!!!!”