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Jennifer C
Saranac, New York

Terrible Customer Service

1.0 of 5 bubblesReviewed 27 Jan 2024
I booked this hotel on May 5, 2023 for a stay in February 2024. We recently heard through word of mouth that this hotel was no longer open. So we called. And sure enough, they are no longer open. No one called us to notify of us of these circumstances. The gentleman who answered the phone (and was very dismissive, by the way) informed us that they closed 9 months ago and were going to notify us two weeks prior to our stay. I cannot express my complete disgust and disappointment in the poor planning of the Holiday Inn as well as their disregard for their customers. Customer service at its worst. Not that it matters, if they are closed.
Date of stay: January 2024
Trip type: Travelled with family
1.0 of 5 bubblesValue
4.0 of 5 bubblesLocation
1.0 of 5 bubblesService
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
IHG Service, Owner at Holiday Inn Express Albany - Downtown, an IHG hotel, responded to this review
Responded 11 Feb 2024
Hi G4697BSjenniferc,

We appreciate you choosing the Holiday Inn Express Albany - Downtown for your leisure stay.

We aim that our guests are comfortable and would have a lasting impression of the brand, and I'm sorry for the issues you encountered with us. It is not what we strive for at IHG Hotels and Resorts. Your comments will not go unnoticed, as I have shared them with our management teams. I know they appreciate your sharing your experience, and I am confident they will take steps to ensure the necessary guidelines are in place to stop this from occurring again.

I have sent you a private message to discuss this further.

I hope we'll remain your dependable choice, as we promise to make your stay more memorable and exciting.

Yours in hospitality,

Melissa P
Case Manager
IHG Hotels & Resorts
Service
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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1 - 6 of 598 reviews
Reviewed 20 August 2023

8/19/2023 - Unable to book a room for any date, I called the Hotel Front Desk. They are currently housing asylum seekers from the Mexican border. The hotel was selected by the NY Governor to house the asylum seekers. So it's anyone's guess when this hotel will be available again.

Date of stay: August 2023
  • Trip type: Travelled solo
    • Value
    • Location
    • Service
Thank Starky54
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 26 May 2023

exceptional stay hotel clean room with staff friendly, and courteous. The downtown sites amazing the local food and shops awesome. Highly suggested location easily assessable to FUN! My Stay at the Holiday Inn Express Albany Was Relaxing and I did allot of walking downtown just about everywhere. I Love Albany New York USA! Sherrel Veduccio

Room tip: the pool closed for maintenance.
Date of stay: May 2023
  • Trip type: Travelled solo
    • Value
    • Location
    • Service
Thank Sunshine15776729899
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 2 May 2023

After a long drive, we were hungry and a little road-weary. We were not happy to be met with staff at the front desk who could not find our room reservation that I had made online a week prior to our trip. He was not very apologetic, and when I pulled up the confirmation email on my phone, he still couldn't find record of it in their system. He indicated he "didn't know why," but never apologized for the error. He did find a room for us, thankfully, but did not offer a discount or any perk for our inconvenience.
The hotel itself is ok, but the lobby area had a very strong odor of what smelled like paint and chlorine. The shade on the hanging light fixture in our room was broken and hanging strangely, and the lighting in the room overall was truly insufficient. Furnishings were average - nothing fancy but a passable place to spend the night. Beds were comfortable and bedding was clean, but I'm not sure I would recommend staying here based on the unreliability of web booking.

Date of stay: April 2023
    • Value
    • Sleep Quality
    • Service
Thank tracycF1191KK
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
IHG Service, Owner at Holiday Inn Express Albany - Downtown, an IHG hotel, responded to this reviewResponded 15 May 2023

Hi tracycF1191KK,

Thank you for staying at Holiday Inn Express Albany - Downtown. We appreciate you for doing business with IHG Hotels and Resorts.

We are all about delivering quality service and achieving the highest standards of accommodation to make your experience inviting. I am sorry to learn about the conditions that prevented you from having a pleasant stay. Your feedback has been documented and shared with the hotel management as a reference for improvement so we can enhance our services.

Thank you again for taking the time to provide your insights and allowing us to improve.

Sincerely,

Crisel V.
Case Manager
IHG Hotels & Resorts Service

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 31 January 2023

Locale and cleanliness lead the way. Breakfast was meh but not a deal breaker. Would def stay here again if in area as value and locale make it a prime spot. Staff does a great job but do seem a little shorthanded.

Date of stay: January 2023
  • Trip type: Travelled with friends
    • Value
    • Location
    • Service
Thank CoachK2525
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 3 October 2022

Great hotel, staff was friendly and accommodating. Was able to check in 2 hours before check in. Front desk manager Seerane was great and was able to help with a confusion with my payment. Highly recommend this hotel.

Date of stay: October 2022
Trip type: Travelled on business
Thank 777yahairah
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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