Business ProfileforHoliday Inn Express

ATT: Keith Barr, IHG CEO C/O Andrea St. Lauren, IHG Hotels Regional Mgr DATE: July 19, 2022 On or around June 26, 2022, I booked a room at one of your hotels located at 11205 Isabelle Dr., the Holiday Inn Express, New Haven, IN.. I originally booked the reservation through Priceline and the reservation was set for Monday, June 27, 2022 - Monday July 11, 2022 (See Attached Receipt). I pre-paid for this reservation through Priceline in the amount of $1,764.70. Needless to say, my experience with your hotel management and their cleaning protocols was less than honorable. During the first two weeks of my stay, I had come to my temporary home only to find that the room was left in shambles for 6 of the 14 days that I originally stayed at the New Haven location. This is despite the fact that upon my arrival at your hotel on June 10, 2022, I explicitly requested daily cleaning service and the front desk clerk on staff that afternoon assured me that my request would be honored. With her confirmation along with the “IHG Clean Promise” that was posted at the register, I had every reason to believe that my request for daily room service was in alignment with your company offerings. IHG PROMISE; With the IHG® Clean Promise, guests are reassured that: Good isn’t good enough – we’re committed to high levels of cleanliness. That means clean, well maintained, clutter free rooms that meet our standards. If this isn’t what you find when you check-in then we promise to make it right. However, this promise was severely violated throughout the duration of my original stay. One notable incident occurred on or around the afternoon of June 25, 2022, where the toilet in the bathroom had become clogged with feces and paper. I phoned down to the front desk and the white-haired woman, I believe her name may be Diana, picked up the phone. On June 27th I renewed my lease then on June 28th Patricia Pillsbury cancelled my reservation and refused to refund my money.