Holiday Inn Express Cabot by IHG

We stayed at Holiday Inn Express in Cabot from August 21 to October 30 because of a fire at our home. Kellie made a hard stretch feel welcoming, checking on our family every day and cleaning our rooms weekly with great care. Her warmth made us feel like family, and her dedication was real customer service. The whole staff was exceptional, but I’ll miss Kellie especially. Anyone staying here can expect the same kindness and care we received.

The rooms were clean and the staff were nice, but I wasn’t given the room I’d booked online, and nobody told me ahead of time. I also dislike having to go down to the lobby for food after ordering it. I’ve got a million things to do between stops while traveling, which is why I ordered delivery to my room. At least I was only there for one night.

After more than 30 days at this Holiday Inn, and over $5,200 in spending, I was treated with no professionalism, empathy, or accountability. I paid in person each day and got new room keys each time. On my last day, I received a bank fraud alert for a $935 hotel charge. The front desk said it was an error and everything was fine, but multiple more charges were attempted, totaling nearly $3,900. Around 11:30 AM, staff told me there were days I supposedly hadn’t paid. I had gone to the desk every day to pay and get new keys. They gave me a printed statement that they admitted still needed review. I was locked out of my room with all my belongings inside. Manager Phillip said there were three dates I hadn’t paid, though I could verify each with bank receipts. He said the front desk staff had made errors and implied employees would have to pay themselves if the charges weren’t covered, but gave no clear explanation. Instead of fixing this, Phillip said he was off at 4 PM and told me to meet another manager at 7 AM the next day at a different hotel to discuss the account and get my things. When I asked to speak with someone who could help then, he hung up. He hung up again when I called back. I returned to explain I urgently needed prescription medication from my room, but was still forced to pay another $535 under duress just to get back in. Staff admitted they’d made multiple errors but couldn’t say which dates were unpaid or why. The next morning I learned I was permanently banned from the property. This was deeply distressing and unacceptable, especially after such a long stay and when the hotel acknowledged its own mistakes.

The staff were pleasant, but they didn’t seem to know their job duties well and couldn’t explain the difference between the $131 nightly rate shown online and the more than $200 per night I was charged, on top of my deposit. I travel for work and spent a couple of nights here. The place looked great at first, but the breakfast disappointed me, so I got fast food instead. Limited housekeeping also meant I couldn’t get freshly laundered towels. The manager said I’d declined housekeeping, which wasn’t true.