Holiday Inn Express Suites Greensboro Lake Oconee

We planned a trip months ahead because we stay in this area often to visit Durhamtown, and were excited to try this brand new hotel. A few weeks before we were due to go, our dates shifted slightly. We canceled the original booking and made a new one with check-in a day later. Even though we changed it weeks in advance, management says we were a no show for the first night and won’t refund us. We have a confirmation number showing that the original trip was canceled and rebooked. After months of trying to sort it out, we’re still out about $150. Holiday Inn corporate sent the hotel management the documentation they needed, but nothing has happened. The owner should look into this. At this point it feels like theft, and it’s unacceptable. I’d hate for more families to go through the same thing. If your trip changes, don’t expect help here. We couldn’t get anyone in hotel management to assist us, so I’d suggest staying at the Tru next door instead.

The refund issue has left me going back and forth for ages over something that should have been handled properly from the start. Communication and customer service have both been poor, and the hotel seems unwilling to fix an obvious mistake. I canceled one night of my stay, but their system seems to have malfunctioned during the process. I received a cancellation number and have provided it several times. The corporate office also confirmed the hotel should issue the refund, yet the hotel has refused. The room itself wasn’t clean or comfortable either, which made the whole thing more frustrating. I wouldn’t stay here again or recommend it.

The hotel was very clean and well maintained. At check-in, the front desk person could have used a little more personality. Breakfast was the only other negative. It was the usual HIE breakfast, starting at 7 AM. We arrived at 7:10, but a 6 person contracting crew had cleared out most everything. Hot items didn’t start coming back until 7:30. That wasn’t entirely within the hotel’s control, though better anticipation would have helped.

I found this place while driving home tired late at night and decided to stop. It was pricey, but the service made it worth it. The room was clean and I slept well. I’ll stay again on my next trip.