Extremely Disappointing Experience: Unprofessional Conduct by Staff:
I am writing to express my extreme dissatisfaction with the service I received during my stay at your Holiday Inn location on Friday, November 28, 2025. While my initial contact with Angela, the host, seemed promising when I called ahead at around 9 AM to request a room on the 1st floor due to my bad knee, the experience quickly deteriorated upon my arrival. Angela informed me that, due to the room type I had reserved, rooms on the 1st floor were unavailable, with only rooms on the 2nd and 4th floors open. I accepted this, as I understand room availability, but I was shocked at what transpired later. Upon check-in around 2:15 PM, Angela informed me that my room was moved to the 3rd floor because the previous guest on the 2nd floor had extended their stay. When I expressed concern about my mobility, Angela casually remarked, “Oh yeah, our elevator is broken,” with a smirk on her face. I then asked, "You mean I’ll have to climb stairs with a bad knee?" to which she laughed and said, "Yes." I was appalled by her response, and I immediately told her this situation was completely unacceptable. Her reply? She offered to cancel my reservation at no charge. I politely declined, stating that I had traveled all the way from Austin, TX, and needed the room. I also asked to speak with a manager, but Angela claimed no manager was on-site. When I asked for a manager’s she said she didn’t have it. I will be emailing Betty.