Holiday Inn Express & Suites Bay City by IHG

I won't return after the room security problem and the front desk's response. One evening, I came back from work to find my room door unlocked and propped open. Housekeeping hadn't made sure it was properly closed and secured after servicing the room, which was very unsettling as a solo business traveler. When I reported it, the clerk seemed dismissive and oddly familiar with exactly what had happened. That left me with the impression this might not have been an isolated incident. There was little acknowledgment of how serious it was or concern for my safety and belongings. I stayed at Holiday Inn Express Bay City from 2/8-2/13 for work, and the experience was very concerning.

I’d trusted IHG for years, so this check-in was a real letdown. I called ahead on 11/11/2025, around 7:16, to ask about a room for that night. The agent said rooms were going fast and asked for my card to hold one. I explained my company books through CLC Lodging, and was told that would be fine. When I got there around 8pm, I learned the agent had made two reservations, one through my personal IHG account and one through CLC. I asked to cancel the personal booking so I wouldn’t be charged twice, but the front desk agent said I’d still owe for a night. That duplicate booking came from what the hotel staff had told me, so this made no sense. Samantha at the desk was rude and dismissive when I asked for help and an upgrade. She said she’d upgraded me, but wouldn’t extend the stay or move me to a standard king room because “others were waiting,” even though nobody was behind me. I was meant to stay for 30 plus days, but she booked me for just one day. When I said I wouldn’t pay for a one-day stay caused by a cancellation that shouldn’t have happened, I had to leave. It wasted my time and left me frustrated. I’m asking IHG to investigate, reverse any unauthorized duplicate charge to my personal card, apologize for how I was treated, and offer compensation or points for the trouble.

We’ve stayed at Holiday Inn before and have always liked it, so we picked this one too. Esteban was friendly and helpful at check-in. Our room was clean and quiet, the beds were comfortable, and we all slept well. There are local places to eat nearby, too. We’d stay here again if we’re in the area.

The place is clean, but the elevator has been out for about two weeks, and the washers and dryers somehow aren’t working either. A day or two of equipment trouble is understandable. When it goes on for weeks, though, I start to wonder if they’re avoiding the repair costs and what else they might be skimping on.