I checked in was greeted by staff, I went to my room dropped my thing's off then had to start getting ready for my Doctor's Appointment. I left, had my appointment at 3:30p.m., went to dinner with my family thought I was going to have a relaxing evening and it was a disaster. The beds are firm, no matter which room. So I take a shower, and lay down to read my book. I put pillows behind me, after about 20 minute's I notice my back is hurting. So I fold the covers back and just use 1 pillow, thinking it's the pillows. The bed was so hard that I couldn't sleep, about 1:34a.m. I go to the front desk. The employee was so nice, he said well let me see if there are any other rooms available, so he checks and we go and see a room with a King Bed in it.The employee even laid on it. That bed is firm, I Googled what type of beds Holiday in uses and it says Medium to Firm which proves my point. Anyways, a couple comes in that needs checked in, so I go sit on the couch. After they leave I tell him that the furniture I was sitting on was more comfortable than the bed. He said he'd make my checkout at 2p.m., and let the Assistant GM know and I could talk to her in the morning. Her name was Chelsea. He also said he'd note my account. I go back to my room, I notice there is just mattress pad under the sheets no topper, so literally your sleeping on the mattress with sheets and a mattress pad on it. No wonder the discomfort. Everytime I moved the springs would make a noise. At 2:15a.m.,I call him and tell him my back is still hurting from the bed and something had to give. He said, "Let me go check my stash in the closet and see if we have anything." I suggest a mattress pad with a cushion topper or something thick. He brings me two mattress pads but no built in topper. I told him, " That wasn't going to work and I didn't want to waste his time because they were just regular mattress pads and thin." I told him I'd put pillows down and sleep on those. I didn't get any sleep at all because the bed was so hard. Finally at 6:43a.m., I call him and ask if Chelsea can call me at 7:00a.m, when she came in.I asked this just incase I dozed off, he guaranteed me that I'd recieve a phone call. Finally I put some more pillows down and was able to get comfortable and go to sleep. At 8:25a.m., I hear a girl yelling "Are you good girl?" Then doors just slamming because they were cleaning rooms. They were yelling and just loud for no reason. No home training obviously. I call the front desk, to ask for Chelsea. The woman just picks up the phone and says, Can I put you on a brief hold then just does it. I hang up and call back each time she does it. I called 3 time's. Little did I know that was rude Chelsea!!!! When I say nasty attitude, her attitude is nasty!!! She needs fired from ever working for another Holiday Inn. I step out the room and there's a girl with a clipboard asking when I was checking out. I said the man on night shift put me in for a late check out because I've been up all night due to the bed being uncomfortable. She said 12p.m.? She doesn't know what I'm really saying and I couldn't understand her well. There was a disconnect in languages, not to be rude. So I go to the front desk, no one is there and no one was on the phone so she was just putting me on hold to not do her job and be nasty meaning her attitude. So I say, "Are you Chelsea." I go to tell her who I am and that the night staff put notes on my account about the bed being too firm. She said rudely, "I was instructed not to talk to you, you'll have to wait until our GM Austin Dunn comes in and we'll be down to talk to you." "He's on his way in she stated." I tell her I'll wait for him since he's on his way. I told her about the staff being too loud, and also told her that the man noted my account for late checkout since I had been up all night due to the bed, but the woman with the clipboard showed a 12p.m. checkout. She checks the clipboard never looking up my account and says, "It's not on the clipboard for 2p.m." She said it rudely. She has an attitude the whole time and I done nothing to her. Never seen this woman before. She storms down the hall way saying, "The lady at the desk said, "Y'all are being too loud." She comes back goes into the office and ignores me. Meanwhile there now is a customer there trying to check out. I was standing to the side not even directly at the front desk. She's so busy being unprofessional and rude to notice a customer there trying to check out. She comes out finally checks the customer out. Then looks at me
and says, "Austin lives 30 minute's away if you don't get away from the front desk I will call 911 have you escorted from the property for Trespassing and you won't be able to return." She said, "I have worked here 5 year's and no one ever complained about the beds." Meanwhile I am standing there, not hurting a fly. I told her, "Really call 911 because I had an issue with my bed and was told by your staff to talk to you at 7a.m.? She said, "That's it I'm calling 911. I said, "I'll call them too." I let dispatch know what is going on. Remind you she said earlier that be was on his way never told how long it would be. She kept reminding me how she wasn't talking to me because she was instructed not to, as if I am beneath her!!!! 911 instructed me to go to my room they'll be there to talk to me. Officer and his supervisor comes I tell him everything. He said, I am not Trespassing being there and to wait to talk to Austin because Austin is a face to face person and very nice. So I wait, Austin finally comes at this point I am dressed for the day, heels on and everything back. I have a Federal Job so I don't play when it comes to the behavior of this employee and how I was treated. Austin heard me out but never watched the cameras before talking to me, and stated he only got a snippet of the story. I'd think he would've done his job and checked the footage. I was not violent or rude she was both. Even storming down the hall way. He escorts me out, I ask "What about checkout?" He said he'd take care of it. I hand him my key cards and check my phone, I'm not checked out. Spoke to headquarters for Holiday Inn to make a report, they weren't showing me checked out. Called 911 so they could go get my reciept and make sure I was checked out. Remind you I live 2+hour's away and was there for a dr appointment. Police Officer was very cool and understanding he said he spoke to Austin and he told 40.00 off the bill and told me you can come back to the property anytime you won't be on the Trespassing list. Here's Austin's card, remind you I put Austin's card from earlier with the keycard that I gave back to him. So the officer hands me his business card again. Austin asked me earlier, "What Remedy was I seeking?" I told him, nothing just wanted to make the Assistant GM aware of the beds being too firm. I shouldn't have been escorted off of the property because Chelsea is unprofessional when doing her job!!!! I have stayed at many Holiday Inns and hotels never had a bed feel like this, which I told Austin that. He informed me that they had switched all the beds out recently.
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