Holiday Inn Express Hotel and Suites Statesville by IHG

Adding to my review because I can’t reply to the response. I believe you’re choosing not to be honest. On Tuesday, my husband told the desk we had two service animals and asked them to take their paperwork for the file. After going back and forth, staff refused the paperwork and said it wasn’t needed. He then asked them to note the animals on the bill to prevent a later charge, and they had him write that we had service animals for their file. The next morning our AC wasn’t working, so I called. PATRICA came to my room, confirmed it was broken, and immediately asked whether I knew the hotel wasn’t pet friendly. I said they were service animals and the staff had been told the night before. She said they had only been told about one, and that we had “snuck” them in through the side door. I didn’t know using the side door counted as sneaking in. She pressed me to say what the dogs were for, which I understand she wasn’t allowed to require, and then refused again to look at the paperwork. I called my husband to come get me because her manner made me very uncomfortable. When my husband arrived, he was calm and kind, but she raised her voice at him and again refused the papers. She said she could tell the dogs weren’t service animals from how they were handled. They hadn’t made noise or needed handling. One got out from under a blanket and took three steps, and she said that wasn’t how a service dog reacts. I was also asked over the dogs what services they performed. I told her and offered the paperwork, which she refused, but now the response says she came to my room for documentation. She didn’t stop until I told her my medical reason, which I said she couldn’t legally force me to disclose. There’s also the name issue. I called the front desk and asked who had just left my room. They said Patricia, and when I asked to clarify, they said Patricia again. The next morning I called to speak to management and was told the manager on duty was Patricia. Why wasn’t I told Carrie the previous day? My husband left work and asked the desk for PATRICA. The exact woman who had just left my room came out, raised her voice at him, refused the paperwork again, and said they weren’t service animals based on how they were handled. That sounds like an accusation that they aren’t service animals. Carrie, if you’re not Patricia, why were you the one who came out when he asked for Patricia? I’ll keep handling this with corporate since your account of the truth seems strange. The internet also didn’t work, as several other bad reviews over the past few months have said.

The room was clean and spacious, but the wifi didn’t work for me. I couldn’t connect either my Xbox or tablet, so I’d rate the room higher if the connection actually worked.

Our youth soccer team’s stay turned into a stressful night for the kids and parents, with poor communication and what felt like unfair treatment. Around 7 PM, we were having a casual pizza party in the lobby after the games. The kids were happy and moving around some, but weren’t out of control or behaving disrespectfully for that time of night. An older woman in the building began yelling at them in the stairwell and threatened they’d be “kicked out and never welcomed back” if they didn’t stop using the stairs. Several children were frightened. A parent asked the front desk what was happening and was told only that there was “too much noise.” No hotel staff came to speak to us or warn us. A few moments later, a police officer arrived and said there had been a noise complaint. We had to go to our rooms or risk being kicked out, at just 8:15 PM. At 8:20 PM, the same woman went to the pool and told another family to leave, even though the posted sign said it was open until 10:00 PM. The whole thing felt unprofessional and needlessly escalated. A respectful conversation from management could have sorted it out. Instead, the kids were confused and scared, and families felt targeted without a clear reason. Families and youth teams deserve fair treatment and clear communication. I hope the hotel looks at how this was handled and trains staff to talk to guests before escalating things without warning.

In Room 202 at Holiday Inn Express & Suites Statesville, NC by IHG, we found an invasive bug that looks like a ladybug. It’s called the Multicolored Asian Lady Beetle and can bite. Management thought they were ladybugs, but these are a different kind of bug. How would you handle that as a manager?