Holiday Inn Express & Suites Taylor

I encountered significant challenges with the level of service provided by the Holiday Inn Express in Taylor, Texas. During my interactions with Zona Sweeney, the General Manager, I observed a lack of accountability and empathy. Despite my efforts to rectify a booking error made in advance, I faced inflexibility and resistance. To summarize, I initially reserved two rooms but later realized the mistake and attempted to modify my reservation to a single room. Unfortunately, this adjustment was made under a non-refundable rate, unbeknownst to me. When a family emergency necessitated cancellation within 30 hours of check-in, I encountered considerable difficulty in securing any form of accommodation or understanding from the hotel staff. Furthermore, Zona Sweeney's response, which included requesting a death certificate for consideration of a partial refund, struck me as both insensitive and unprofessional. Additionally, her attempt to contextualize my situation within a broader statistic of cancellations for the same night was unhelpful and irrelevant. Despite my persistent efforts to resolve the issue, I encountered further obstacles, including the refusal to provide contact information for higher management. This lack of transparency and accountability only exacerbated my dissatisfaction with the customer service provided. Consequently, I felt compelled to escalate the matter by contacting IHG (InterContinental Hotels Group) directly, providing detailed documentation of my interactions with the hotel, including email correspondence and recorded phone calls. Furthermore, I have notified my credit card company of the disputed transaction. In conclusion, my experience at the Holiday Inn Express in Taylor, Texas, fell far below the standards expected of a reputable hospitality establishment. I caution prospective guests to exercise caution when considering this hotel, as the level of care and consideration for customers appears to be severely lacking.

Horrible! Had a family emergency and Zona (property general manager) was not in the least accommodating. As a matter of fact she didn't care at all. Zona went on to state that I need to request a death certificate. I emailed Zona many times between Friday and Monday without response. I called the hotel 13 times without a response. Finally, on Monday I received my first response from the hotel manager (Zona) and she was rude to say the least. Zona made it seem as if I was inconveniencing her. She went on to try and make me feel bad that she had 27 other people call in on the same day trying to cancel theirs hotel rooms. Zona automatically assumed and put me in a category of another group of people. Rather than waste anymore time here, trust me, don't stay here. Customer service doesn't exist. If you want a BAD experience then stay here. If you want to be treated like crap, stay here.