Holiday Inn Express & Suites Charlotte Southwest, an IHG Hotel

Mar 31st, 2024

Mar 8th, 2024

Feb 25th, 2024

I would like to shout out the best customer service from Julie. She cared about my situation that had been shared with her from the night staff. When I approached her she knew exactly what I needed and accommodated me with a special request that made me feel like a valued customer. She asked how was my room, and she quickly took notes to have it addressed. I was very upset when checking in and I always leave reviews for other customers to know about my experience. I will return and ask for Julie to let her know I came back because of your customer service. Rooms: Very spacious room and I like the view more than anything. Nearby activities: Top Golf and they are building a gas station right across the street so that would be convenient when you ready to gas up and hit the highway after a good night of rest. Safety: I felt like the area was very quiet and there are plenty of cameras on the premises.
Mar 8th, 2024

Whoever the female manager was on Monday 3/25/24 morning.her professionalism and customer service are really questionable. It's really sad that people like that are in managerial positions. My dad often frequents this hotel and left behind an item in his room. Icalled the day of his check out to notify the hotel and housekeeping thankfully checked their logs and verified that they have his item and will hold onto it safely for when he returns on his next stay as they "hold onto items up to 90 days." I had my friend retrieve it on my behalf on Friday, and he reports that the staff opened the box they "safely" placed it in and found the item missing. Staff stated they will notify their manager to report missing item for further review and advised him to follow up with a manager Monday morning for any resolve or compensation. Come Monday morning, I get connected with a manager and her attitude was very hostile and dismissive. I explained the situation that the hotel kept an item for safekeeping, but it disappeared in their possession if she can advise on how to proceed. I don't even think she listened to me properly because I corrected her multiple times that the item that he left behind was NOT a phone. I asked if any internal investigation can be done as the item is really meaningful to my dad, or if compensation can be filed so we can replace it for him, but she states I should file a police report, to report it stolen on their property, so the officers can come in and investigate their staff. I asked if she could double check with housekeeping (they have it logged) and look through CCTV, but she states there is no way for her to know which staff stole it as there is no CCTV in that area, and she will not be "sitting and going through the footage." I don't know what area she's referring to but I'm guessing it's where they keep lost-and-found items. She repeatedly cut meoff saying she didn't see it, she didn't know about it, this is the first time she's hearing about it, and gaslighted me asking if i SAW they had his item, and if it was really HIS item they retrieved. She would have all that information from the get-go if she made the effort to retrieve guest information and follow up with her staff. I'm not sure why she was so defensive as my concern was not targeted towards her in any way. I told her I don't want to make it big (I think it's a bit extreme having the police come in to investigate their staff on theft; it doesn't really bode well to their marketing or to their guests there) if we can come to a resolve but she states the hotel is not liable and I can proceed with a police report. When asked if she can escalate this to a supervisor or someone above her for further review, she states there is no one else, she IS the manager.I guess she rather have us file a police report against their hotel to investigate her own team for theft. At this point, it's not even the lost/stolen item I'm livid about. It's the unapologetic and unprofessional manner in which this entire conversation was carried out. I know its just one item, but it's so much more nowMishandling/theft in their safekeeping AND poor customer service? What a combo. Atleast put in the effort to care or just apologize! Is this how they really speak to their guests? What is the purpose of lost-and-found if theyre going to misplace or steal the item? Just tell me from the beginning you dont have it then. What a shame. Great resolve and management you have there. My dad will not be returning to any Holiday Inn. Forget about the membership and the rewards. I shudder just at the mention of their name.
Mar 24th, 2024