Holiday Inn Express Hotel & Suites Seaside-Convention Center

Horrible costumer service

Where do I begin! Well to start, 12 hours after booking online I called the hotel to let them know I had car emergency & needed to either move or cancel my reservation by one day because I want going to make it that far. The girl who answered was outright rude and inconsiderate. She flat out told me "I don't care if you've had an emergency. You book a reservation for a reason. You didn't give us 48 hours notice. So I'll just let this reservation ride thru" when I asked to speak to the manager I was told "he has better and more important things to do than come talk on the phone" I asked again for her to please get him so I could at least move my reservation. She replied "like I said before. He is helping clean rooms and you'll be waiting a very long time. Just call back later!" When I told her I didn't mind waiting because I wasn't going to have service the rest of the day and wouldn't be able to call back. And that she wasn't being very costumer friendly. She said "excuse me?! Listen here... don't call me the day of your reservation and tell me how to do my job. I don't know if your def but my manager is busy and you can call back later." When I asked what her name was she replied with "that none of your business" and hung up on me. I then called back on another number and asked to talk to the manager and he was put on within seconds. (I find that odd since he was busy cleaning rooms) I told him what just happened & was only told "well sorry what can I do for you?" After I told him that I wouldn't make it up to Seaside that day and I only needed to move my reservation. He let me. Then comes today for check-in: I arrive at 4:30pm (checkin is at 3pm) and no one is at the desk. After waiting for nearly 10 minutes someone pops their head around the corner and says "we are still cleaning rooms. So just come back" I was very confused because I was here after check in. I waited and the lady looked at me like I didn't understand she returned to the back office and out came the front desk man. After giving him my info I am told that only 1 room was clean and he had no idea when the other one would be clean. Even tho I was upset I let it slide. (Me thinking that everyone else in my traveling party could hang out in my room until it was clean. Well.... when signing the receipt I saw it said 1 king room. (When I booked and had already paid for 2 rooms with 2 queens in each) when I asked about it. I was told "kings are what you selected! And I'm booked completely. Most people want king size beds" I then showed him my receipt on my phone showing that I paid and booked for what I had mentioned. I was told "well that's not what my computer is saying and there is only one thing I can do.., and that is to put a roll out bed in one room" Extremely frustrated I asked to talk to the manger only to be told "he is running around the hotel and is busy cleaning rooms." lomg story short I got moved to the rooms I paid for. HORRIBLE COSTUMER SERVICE!!!

The beds were comfortable. The room was fairly tidy/

The room had a sour smell---like the carpet needed cleaning. The room darkening shade was falling off of its runner and you couldn't really close it.

Paid but, didn't get to stay

Nothing

Everything we paid for the room on line! And wanted us to 263+ 10% more for incidentals. We didn't bring that card w/ us. Wanted to give them cash 4 incidentals. So we couldn't stay!