Holiday Inn Express Mount Pleasant-Scottdale by IHG

Book at your own risk I booked this hotel in November, 2023 for a May, 2024 - 3 night stay. All seemed just fine. Plans changed slightly, so I cancelled my original reservation, and rebooked a different type of room for the same dates. I even received a cancellation confirmation. Plans changed again slightly, and I wanted to go from 3 nights to 2 nights. The app would not allow me to modify the reservation. Tried calling the hotel, spoke with a staff member who could not FIND my reservation and transferred me to the manager. The manager REFUSED to give me his name. Told me he had modified my reservation as I requested, and that he was sending me an email while we were on the phone. It's 6 days later and I have yet to receive said email. That evening, I called the hotel again. The staff member could see that my reservation had changed, but I never received confirmation of any kind. Due to being concerned with the risk of "not checking in" for my original reservation, and fear the whole thing would be cancelled, I tried the chat bot in the app. That method could see my reservation, but not change that the manager allegedly made in my reservation. So, I tried actually speaking to a human being through IHG. The first time, got disconnected. The second time, I actually spoke to someone, who called the hotel on my behalf. They confirmed that my reservation had been modified, but could not explain why I didn't receive confirmation. The corporate entity could only see my 3 night reservation, not any changes that had allegedly been made to it. Still worried about shady practices, I called the hotel a third time. I spoke with a very nice woman, doing the very best she could. She could see my original reservation that I made in November ( despite me having confirmation that was cancelled), she could see my altered reservation, but could not provide me with proof. Apparently, the hotel was "booked solid" and there were no rooms available for my dates, so "the system" would not allow changes. Mind you, I HAD a reservation. I had confirmation. I wanted to REMOVE a night from my reservation (Thursday). The hotel had a block on reservations for Friday and Saturday. I could not just cancel and make a new reservation for just Friday and Saturday. But I COULD make a new reservation for Thursday, Friday and Saturday. So, I did. At a cheaper rate. No one could explain this reason to me. I suspect a 3 night minimum, but cannot prove that. I wasn't asking for a specialized room. I wasn't asking to add a night. I was simply asking to remove a night. I was going to pay for the room and not use points. Never in all my time staying in hotels has this kind of nonsense ever happened. Still not trusting this property to actually be able to provide me with a room that I have a reservation for, I started digging through reviews. I should have done this sooner and saved myself some blood pressure points. Seems that it is a somewhat custom practice of this property to overbook and then cancel reservations made through IHG website or app. IF you dig further, you find that the shade continues with less than usual service related to providing towels, cleanliness or breakfast amenities. There are notes about systems not working (a/c or heat, hot water, ice machines, kitchen appliances, in general just lack of maintenance or care for anything but making money). Not wanting to ruin a weekend celebrating a wedding with family, or trying to find last minute lodging after a long day of work and travel, I have given up on this property. The manager / owner name is Dev Singh. Why he refused to tell me his name and instead told me to "just call the front desk" is NOT the quality of service I have come to expect as a Gold Elite member with IGH. Properties like this give IHG a bad name, and turn people off from the brand as a whole. I recommend staying at your own risk. If there is an event in the area, you may be out of luck if the property manipulates your reservation as they did mine. May the odds be in your favor.

Thank you Leslie! Despite some issues I had with my first room, the customer service recieved from Leslie was all I could ask for after a long day of travel. Blessed to have a bed to lay in with clean linens and WiFi. The venue itself could use some upgrading. Still using chain locks for the doors, but I never trusted hotel doors anyways.

This place is terrible! Stay away! This place has gone downhill rapidly in recent months. Where do I begin with all of its problems: unprofessional/untrained staff, no breakfast most days, the days they had a ‘breakfast’ it was unrefrigerated hard boiled eggs sitting out on the counter for hours and something that was so burnt I couldn’t identify it. The hotel was filthy. There was a spill outside the elevator for days left on the floor. No toilet paper in the rooms. Broken heat/AC in the room. Television doesn’t work. Refrigerator doesn’t work. Complaints to the staff about issues left unanswered. Did not receive amenity points for being an IHG member. Requested room away from elevator no they gave me the room sharing a wall with the elevator.

GM Dev vardhan Singh Shekhawat refusing to refund over room rate charge - THIEF At the end of August, I made hotel reservations for October 5-7 using a group code to receive the rate of $129 / night. I received a confirmation number. I was with a large group attending a convention. I checked out the morning of the 7th. I handed over my key to the General Manager, Dev Vardhan Singh Shekhawat, who was working the desk. Another desk person was sitting there at the time also. I told them that the bolt lock on the door of 226 was not working, and the General Manager Dev called someone's name who came from behind the desk office. She mumbled something, and he said do it. At that time, I noticed I was charged $169 for one night and $149 for another when it should have been $129 for each night. I walked back to the desk and told GM Dev that I was overcharged and the room rate was to be $129 under the group rate code I reserved from. He said he would have to put the refund in, and if I didn't see the refund by Monday, to call him (he had the woman sitting at the desk handed me his business card). I asked for a receipt, and he said he would email it. I wrote my email down for him. Monday, October 9th: No email or refund. I called the hotel. I was told he was gone for the day and would not return until Friday. No one else could do anything. I left my name and number. I called my credit card company and called the main number of Holiday Inn to file a complaint. I was being ripped off. Friday, October 13th: Still no email or refund. I called around 12:30. He was at lunch and would not return until 2:00. I left my name and number. I called him at 2:15 p.m., and his office number went right to voice mail. I called back and said I was not hanging up until I spoke to him. After being on hold for a while, I was told he was in the bathroom. I told them I would continue to hold. Quite a while later, he answers the phone. He said he put the refund in, and it takes 7 -10 days to go through. You can't count the weekends or holidays and that he would send me the receipt. His story changed a few times once he said I would have my refund in 5-7 days. I kept asking for the receipt, which I also needed to be reimbursed for the convention, and I kept getting the runaround. I was frustrated, so I hung up. I filed another complaint with the Corporate Office of Holiday Inn, and they said he has 48 hours to respond to their investigation and to contact them on Tuesday. The Corporate Office complaint person said there has been no adjustment made to the account, so in her opinion, the General Manager has not processed any refunds. Not that I was surprised at this point that he was lying. Also, I have been a priority club member of the Holiday Inn for 23 years. THis saga is not over yet. What a waste of my time because he is insisting on ripping me off. Just be an honest business person. BEWARE OF THIEF WHO IS THE GENERAL MANAGER OF THIS HOTEL. I feel sorry for the people who are working there.

Dirty, Disorganized and Unpleasant The entire facility was filthy and had an unpleasant odor. The men's bathroom near the lobby had not been cleaned in days. There were dirty bed lines lining the hallways when we checked in in the late afternoon. Our room smelled funny. We only had two bath towels and one hand towel. The property was noisy. There was only one elevator and it was very slow. The sausage at breakfast was uncooked and cold.