Customer ReviewsforHoliday Inn Express & Suites

My family had such a terrible experience tonight trying to check into the IHG hotel in Perry Georgia. The reservation was made using our points in the IHG app. The hotel never received the reservation. We were told to contact the guest relations team, and as I understand it we were left to make those phone calls ourselves without assistance from the hotel. The guest relations team left my husband and children waiting in the lobby for 40 minutes at 11:00 p.m. without a single suggestion about how to resolve this issue. Moreover we were told we would have to pay for the room tonight because it was impossible to refund the points and we didn't have enough points to make a second reservation with points. On top of that we are told we won't be able to refund the actual credit card charge and exchange it for points in the end. Just a horrific experience and one that will keep us from coming back to IHG in the future. This can't be the only time that this has happened before and there should be a better way to resolve such an issue. moreover the customer should certainly not have to be in the middle of communication between the actual hotel and IHG guest relations. On top of that, my husband asked if the kids could at least rest in the room while we tried to work this out as it was 11:30 p.m. at night but that was not possible. However, as soon as the credit card was charged and we made our second reservation of the night at that hotel, then suddenly the room was available.