Holiday Inn Express Hotel Austin - Sunset Valley

Worst hotel experience ever! Read other bad reviews online before going but since my company was paying for it, I didn't have a choice. Upon checking in on a Sunday evening, they claimed they couldn't find my company's credit card info and asked me to use mine to hold the room for one night until they could confirm payment with my company the next day. Monday evening I stopped by the desk and asked if everything was okay and was told yes, and reassured my card was no longer in file and all would be billed to my company. Tuesday, I checked my bank accnt to find that not only had 1 night been authorized on my accnt, but an additional authorization was pending for another 5 nights. I was only staying 5 nights. I went round and round with the desk manager and the so called revenue manager and it didn't get resolved until after I checked out on Friday, 4 days of having almost $1,000 frozen in my accnt. And all I got for their error was an unempathetic apology and was told by the revenue manager that it was my fault for using a debit card and that now I'll know better next time to use a credit card. They did finally admit that it was the employee who initially took the reservation that filed my company pmnt info in the wrong file and that the employee who checked me in also was in the wrong and, according to their policies, he shouldn't have even taken my card to hold it since it was shown on my profile that it was a corporate reservation. A fellow traveling for the same event as me, was also double billed and had to get them to issue a refund to his card. On top of the money issues they caused me, our key cards were deactivated one night and several people had to go back down to the front desk to stand in line to have their cards reactivated; the floors in the room felt damp and my socks were gray after walking around the room in them; and finally, the toilet in my room just stopped working the morning of my check out. They have since assured my that the employee who caused the problem has been dealt with and will "more than likely lose their job" but since they didn't actually "charge" my card, they don't feel they owe me anything.

MsShell wrote on October 16, 2011