Holiday Inn Express South Lake Tahoe By IHG

Bad

Liked: None
Disliked: Regarding my recent stay at Holiday Inn Express South Lake Tahoe by IHG from June 20th to June 22rd. I booked a room for two nights with two separate beds, which was clearly specified during the reservation process.Upon check-in, I was informed that the hotel only had a room with one bed, and since no alternatives were offered and it was already late at night, I had no choice but to accept a rollaway bed as a substitute. I would like to formally file a complaint about this situation and request a full refund for the first night, based on the following reasons:1. There was no clear indication during the booking process that the bed type could not be guaranteed. If such a disclaimer existed, it was not presented in a prominent or visible manner that a reasonable customer would notice — especially considering that my friend and I booked the room together over Zoom, and neither of us saw any such message. We booked the room with the expectation that our selection — two beds — would be honored.2. The hotel staff themselves were not aware that our reservation was for a room with two beds. The front desk was convinced we explicitly asked for two beds only after we showed them a screenshot of our reservation on booking.com. This suggests a breakdown in communication between Booking.com and the hotel, or a failure in the booking system — either way, it is a system-level issue and not something the customer should be penalized for.3. Even if a disclaimer about bed type availability was present, it is neither fair nor reasonable to expect customers to accept a completely different room setup without advance notice. We received no communication from the hotel about this change. Had we been informed earlier, we could have made alternative arrangements. From a consumer protection standpoint, such a clause is unbalanced and places an unfair burden on guests.4. The attitude and behavior of the hotel staff at check-in were unprofessional...(see more in the below photo)

Disappointing

Liked: The location
Disliked: The noisy air conditioning system, worn out dirty carpet, worn out dirty cushioned chair. The walls are too thin, we can hear the television all night from the rooms next to us.The breakfast was not enough. We waited a long time for the food to be refilled.

Very good

Superb

Exceptional

Exceptional

Superb

Was just OK, but could’ve...

Liked: The location of the property was in a perfect spot and close to all the activities of the area.
Disliked: What I didn’t like was they had construction starting very early at 7 AM. It ended up waking me up in the morning and it was nonstop. Both nights we were there, we heard the construction. One more thing is the continental breakfast wasn’t horrible, but it wasn’t that great as well.

Poor