2/10 Terrible
Paul
Travelled with family
Aug 30, 2025
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
There isn't enough characters to describe the incompetency, deceit, confusion and uttermost frustration that both Travelocity and the Holiday Inn Express & Suites Grand Rapids Airport North in Grand Rapids Michigan have caused.
Travelocity charged my card for a 5 night stay that I didn't book whilst searching using the application. I immediately disputed the booking and requested a full refund. I never stayed at the hotel or received the services I was charged for. Travelocity refused to refund the charge of over $500 and said the hotel had already collected funds. I reached out to the Holiday Inn to seek reimbursement. Holiday Inn Express denies receiving funds and told me there was no reservation on file. I've spent over 4 days being circled jerked around, talked down to by the Holiday Inn front desk and pawned off by Travelocity. Travelocity has purported they have no ability to issue a refund.
The Hotel staff at this Holiday Inn Express has 0 customer service skills, was rude and pompous. They would NOT identify themselves on the phone, the desk staff refused to tell me the managers name or phone number to escalate the refund. It took me several calls to the front desk just to get a word in as they would immediately transfer me to the 800 number or hangup. The Manager Renee, as I have been told by Travelocity, apparently is responsible for taking my money and not returning it.
I have been saving months to book a room for this upcoming special occasion. I have lost ove
Paul
Stayed 4 nights in Aug 2025