Holiday Inn Express Hillsborough by IHG

My family was left waiting more than 30 minutes late at night because the staff had messed up a reservation I'd made weeks earlier. They never apologized, and spoke curtly to us about their own error. Before putting us in a room they'd rushed to clean, they rudely asked whether we'd touched anything in the wrong room they'd first given us. I've never had such a terrible experience at an IHG and was extremely disappointed. I won't return or recommend it. I'd give it negative stars if I could.

The receptionist was friendly, professional, and helpful. The gentleman really paid attention to what I needed and made my stay comfortable. A very pleasant place, and I'd recommend it.

The staff were really nice, and breakfast had a good selection. My room was clean, the bed and pillows were comfortable, and everything worked.

The hotel itself is excellent. The rooms and public areas were immaculate, breakfast was great, and the staff were welcoming, friendly, kind, and professional. I stay in hotels for work often, and this was one of the best. I'd gladly return, this time paying with a credit card. The billing process needs work. For two nights, the room charge was $330, and they added a $100 deposit without asking me first. I understood that part, and expected the pending $430 to drop after checkout. But after I left, the pre-authorization on my debit card climbed to well over $500, then went up again. When I called, they asked if it was my bank. It wasn't. Banks don't add merchant charges to your card. They told me it would sort itself out, and I'm sure it probably will, but having $200 or more tied up can be a problem if you're on a tight budget. I checked out 48 hours ago, and the bill was still $330. I'd asked for an emailed receipt around 2 pm, after calling about the payment issue, and was told it would be sent immediately. By 9:30 pm, it still hadn't arrived. I don't understand why the pre-authorization increased after checkout, since the bank didn't add those charges. I know a refund can take time, and if this doesn't sort itself out, I'll call again. The hotel and its employees are lovely, though. I mean all the praise, and would stay again. Just make sure you have enough funds available if you use a debit card, or use a credit card.