Holiday Inn Express & Suites - Fort Wayne North by IHG

The property was nice and clean. The breakfast was delicious with decent variety. The staff was very friendly.

There was nothing to do. We were there for the hospital. Family member was having surgery. But when we were not at the hospital, there was nothing to do in the area. The hotel was nice and decent.

Location

The person checking us in was not up to standards for customer service

Clean and cozy.

FULL DISCLOSURE: I did not actually stay here, but I booked it for two nights and was charged. This is a review of their general manager and corporate customer service. I booked two nights in August for a nearby event, believing it was the hotel where my group was staying. When I booked, I joined their Holiday Inn club to get a discounted rate and start accumulating rewards points. A week before the event, I realized that I had booked the wrong Holiday Inn. I was supposed to do the other one in Fort Wayne. So, I cancelled at this hotel and rebooked at the Purdue location. I got an email telling me my reservation was canceled. Everything looked fine. I stayed for two nights at the Purdue Holiday Inn and it was a nice place to stay. Shortly after my stay, I saw that my credit card was charged for both hotels. I called the Fort Wayne North location and was told by the clerk that my reservation was non-refundable. He said that they sometimes charge a person for one night when that happens. I asked if they could make an exception and refund me since I did book at another Holiday Inn and he said I would have to talk to the manager. The manager told me that my reservation was non-refundable and said that in my case, there was nothing he could do and that I had to pay for both nights even though I canceled a week early and did not stay there. I asked him who had the authority to refund me and he went back and forth from saying he did and then that he couldn't and I'd have to speak to head office. I did not notice that it said 'non-refundable' when I booked. Likely because I only saw the discount for signing up to be a club member. But I did not dispute that it may have said that and I just missed it. The general manager was clearly unwilling to do anything for me. I called head office and they said they had no control over the franchisee to do anything differently. I admitted that it was my fault for missing it but asked for some compassion and would they consider a credit for another stay somewhere. They said that they didn't do that. While on hold going from the Fort Wayne location to head office, a guy doing a time share type sales pitch came on. I listened to his speech and was rewarded with 500 Holiday Inn reward points just for doing so. The email confirming this came in while I was still on the phone with him. So, I asked head office if they would consider adding some rewards points to my account as a compassionate gesture and also because I did stay at a Holiday Inn and didn't go to a competitor. The response was no, they would not do that. The last thing they told me was that they would contact the franchise general manager and advise him of the situation since he had the authority to refund me. They told me I would hear back within 48 hours. That was three weeks ago and I have heard nothing. So, I will again admit that it is my fault for missing the non-refundable part. However, what I do not understand is why this giant company would not want to take any steps whatsoever to 'throw me a bone' and somehow try and help me out with the situation. You know, to make me want to stay there again and tell my friends and family that they really look after you, even when you make a mistake. Instead, they chose to keep my $262 for which I got nothing in return. My fault but they didn't care at all. Be forewarned.

Clean Good breakfast

Fire alarm at 11pm Very poor quality pillows

I was so excited to stay here. When we first walked in it was clean and Jakob was amazing that checked us in. We got to our room and it was musty and had a faint smell of poo. In the middle of the night the fire alarm went off so we had to evacuate, I guess this happened a couple weeks ago as well. Breakfast was ok, potatoes were cold. Coffee was great it was fresh brewed when you got it.

Everything within the control of the hotel was fine.

Good