Experience: Budget hotel masquerading as a Holiday Inn Express & Suites
This hotel's lack of accountability and empathy turned our family vacation into a nightmare, especially for our daughter's 10th birthday. Despite promises of a functioning pool, even confirmed by several calls in advance, we arrived to find it closed for "surprise maintenance." Wow. The manager refused to help, offering no solutions or refunds. Even Hotels.com struggled to get them to understand the policies, rules, good faith concerning such matters, and then they struggled to reach them on the phone. They basically ghosted us and Hotels.com. Manager wasn't even on property. All they wanted was to keep our money and repeat their refund policy ignoring their requirement to honor what we were promised when we booked.
Key Issues:
Broken Promises: Promised a functioning pool, failed to deliver, and said they had no idea about the closure.
Unprofessional Management: Ignored calls and requests, offered no solutions. Hotels.com ended up refunding us since Holiday Inn avoided accountability and even answering the phone. Manager was off-site.
Lack of Empathy: As displaced Maui wildfire victims, we were already stretched thin emotionally and financially. Their lack of understanding and inflexibility made a challenging situation even harder, especially when celebrating our daughter's birthday.
Bait-&-Switch Tactics: Promised amenities, then claimed ignorance when unavailable.
Alternative: Hilton Home2 Suite
