I rated this hotel so low not because of the rooms or amenities, which I understand were nice enough, clean, and comfortable (I made a block of reservations for visiting family)--but because of the horrible customer service I received from the hotel manager after I was charged for two rooms I did not reserve.
The mistake was discovered when my family arrived to check in. I talked to the same manager the next business day to try and clear it up. I was nice, asking if something might have happened. (I made the reservation by phone a few weeks earlier, and there had been "computer problems" that I figured might have caused the mix-up). I was met with general defensiveness and very unprofessional accusations--"you knew about the extra rooms all along," "how do I know you're telling the truth," etc. He finally agreed to talk to the receptionist that was there when my family arrived to "check my story"--I would have to call him back to get any more information.
His response was pretty worrisome, so I called Holiday Inn's central guest relations number. They couldn't find any record of the extra rooms I was being charged for--just the ones I had *actually* reserved/gotten confirmation numbers for. This was a relief, but made me question the situation even more.
I called back, asked nicely if he'd been able to work anything out, and was treated with condescension. He had "decided he would take my word for it," and would refund the extra charges "out of goodwill." He knew I had called central guest relations (I supposed they had contacted him?), and confronted me about it, as though I shouldn't have done so. When I asked for a receipt reflecting the refund, he complied, but seemed annoyed. He then asked me if I had disputed the charge with my credit card company--I hadn't, yet--because "he would charge my card again" if I did.
(... wait, what now?)
I have never been treated this poorly by someone in hospitality. The manager's defensiveness toward me as I tried to ask about an issue in a courteous manner made me very suspicious. He couldn't give me any confirmation numbers for the extra rooms and the central reservation system showed no trace of them. After a lot of unpleasantness, I got my money back--but I'm watching my credit account closely and will never make reservations here again. Traveler beware!
- Official Description (provided by the hotel):
- Welcome to the Holiday Inn Express Hillsborough Hotel! Our hotel is conveniently located off I-85 and I-40 in a small town that is rich with history. While you are visiting with us in Hillsborough, either on business or pleasure, enjoy some of our various hotel amenities and let our staff assist you with suggestions and directions to our most popular tourist attractions and local companies. Here on Business? Our hotel has complimentary High Speed Wireless Internet access throughout the hotel. We offer a deluxe breakfast bar to get your day started and a cardio room to help you stay healthy. We are located near the following: Research Triangle Park, Duke Hospital, UNC Hospital, Euro Sports, General Electric, Vietri, Thale Construction and Roxboro/Mayo Power Plants. Here on Leisure? Choose from one of our spacious rooms or suites and relax by our outdoor pool during the warmer seasons. We are located near the following attractions: Triangle Sports Plex, Durham Bulls, Dean Smith Center, University of Chapel Hill, Duke University, Duke Chapel, the Dickerson House, and the Colonial Inn. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Booking.com, Hotels.com, IHG, Travel Republic (UK), Odigeo, Traveltool, S.L.U., Evoline ltd and HotelQuickly so you can book your Holiday Inn Express Hillsborough reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
- Also Known As:
- Holiday Inn Express Hillsborough (Durham Area Hotel Hillsborough
- Holiday Inn Hillsborough
- Hillsborough Holiday Inn