This property has Jacuzzi suites available, which is strange for an airport Holiday Inn Express but we booked one with points because it was the same rate as a regular room and my wife loves hot tubs. So we arrive, park, and notice the junkies loitering on the bench at property entrance, one of whom is nodded out. Bad sign. But the room and property look well-maintained despite its age, so we figure no big deal, and we decide to take advantage of the in-room Jacuzzi that evening. As we are soaking, we notice a few drips coming from the ceiling, dripping through a ventilation fixture and a light fixture. Then a trickle. Then gushing, all of it running directly onto our heads and into our tub and on the floor of our room. Immediately call front desk to alert them that the room above ours has apparently overfilled their Jacuzzi and causing a flood. At this point, the water is coming directly out of the ceiling itself. It eventually stops, and instead of asking to change rooms at 11 p.m. after we have settled in, I decide I will clean up the flooding myself with some extra towels to help prevent further damage. I go down to get some extra towels, was told I would receive a courtesy call when the situation was fully resolved. Well, no call. I proceed to sop up as much water as I can in an effort to prevent any serious water damage. I do so, never get a call, we go to sleep after showering to RINSE SOMEONE ELSE’S DIRTY BATHWATER OFF OUR BODIES. At checkout, speaking to one of the clerks who was on duty the previous night, no mention of anything, no apology, so I mention that I would really like to have my IHG points refunded given the grossness of the situation and how I offered to clean up the flooding myself and did not demand to move rooms or make a big stink about it. Was assured I would receive my points back. My stay was July 25, 27 days ago and still no points. I called the hotel on 7/29, 8/3, 8/4, 8/7 and 8/14. At various times, I have been told “the manager is away because his mother is sick,” “the manager is on vacation,” “the manager took care of that on Friday,” “the manager is not here but actually he is here, hold on,” and “I have no idea why the manager has not taken care of this yet.” I did speak to the manager, Ismail, once, and he told me it would take 3 to 5 business days to get my points. That was on August 4, 17 days ago. He also insinuated I was not being truthful about the checkout clerk telling me points would be refunded “because he does not have the authority to do that.” I filled out an IHG Customer Care form on 8/14 and have heard nothing. I am a Platinum IHG member, Hilton Diamond member and Marriott Lifetime Platinum member. IHG is truly the worst of the big chains, and the Holiday Inn Express brand in particular has really gone downhill. Four of my past five IHG stays have been awful. This one takes the cake. I have video and photos of the flooding in our room, but absolutely no one seems to care. Stay away from this place.…
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.