Before booking this reservation I contacted IHG via their online chat service to ask if this property would allow my wife and I to stay at this property for Gov rate even if we were staying for leisure (we know that some, not all, allow government employees to do this). The rep from IHG told us that we would be able to use gov rate for leisure at this property so I went online and booked the reservation. The day my wife and I were to leave the assistant manager at the hotel called and told us we would not be able to use the gov rate and we would have to pay the regular rate. I told her that I had talked to IHG before booking the reservation and they had told me it would be OK. She then said to me that IHG has made this mistake before and you will need to contact them about it. I asked if there was anything she could do and she recommended that I call IHG. When I called IHG and explained the situation, they told me they would call the hotel in order to get my original rate of $536 for 4 nights back. When IHG called me back they said they had talked to Kevin at the hotel and that my new total would be $525 for the 4 nights which was actually a little better then my original rate. When we got to the hotel and went to check in Kevin gave me a sheet with the nightly rates but no total was listed on it, so I decided to call IHG to confirm the nightly rates were correct. While I was on the phone with IHG Kevin then decided to take the check in sheet with the list of rates from us and told us he made a mistake and that the rates would be higher. We told IHG what he was jacking up the rate while we are at the front desk so the IHG decided to call the hotel because it was Kevin who booked the $525 rate with IHG. Kevin then refused to be cooperative with both us and IHG even though he was the one who was in the wrong. While all of this was going on a guest bought their whole bedding set to the front complaining it was dirty, and another guest complained because Kevin had checked him into a room that was already occupied. Not to mention the rudeness Kevin showed to my wife and I calling us lairs and telling us we were dishonest because we originally booked under gov rate, and he even accused us we booking our reservation with a bad credit card (which was not true because the website will not allow you to book a reservation with a bad card). Kevin showed no professionalism with neither us nor IHG. After a couple of hours of this the IHG rep was just as upset with this hotel as we were and told us to go ahead and check in and they will talk to the manager the next day. IHG also told us that either they or the hotel would cover our first night due to the mess and lack of professionalism of Kevin showed. As we checked in Kevin told us nothing about the hotel, he just gave us our key and told us our room number. Even thought we had tried to be nice to Kevin and tried to explain to him the story from the beginning he had us so upset that before we went to bed that night we filed a complaint with the BBB on him (for his unprofessional behavior) and the hotel for the fact that their rates seemed to be changing by the hour, we actually checked in without knowing what our rate would end up being. Two days later the assistant manager left a note under our door with a new set of rates with the first night being free. The day we checked out we got two conflicting check out summaries with two different totals. We asked the front desk which of the two was the correct and they told us the higher of the two totals, how ever it appears we were charged the lower of the two totals which was $402.
As far as the room itself it is a standard Holiday Inn Express room, it was clean and comfortable. The problem we did have with the room is that there seemed to be a humidity problem. The room was not hot but it was very humid. The humidity was so thick when I woke up the first morning my hat was wet from the humidity. From that point on we turned on the vent and the bathroom and left it on all day and all night. This seemed to help the humidity problem. As for the pool is was pretty pathetic. It was only 3.5 feet at its deepest, and could have stood to a bit cleaner, plus there were wasps flying all around the pool.
My wife and I are pretty loyal to the IHG chain, but I do not think we will ever stay at the Holiday Inn Express in Marble Falls again. For the nightly rates this hotel charges, I do not expect to get a humid room, a dirty pool with wasps flying around, and most of all rude staff. And the fact that I didn't know how much I would be paying until the credit card bill arrived doesn't give me any faith in the competence of this hotel either.
- Official Description (provided by the hotel):
- Welcome to Marble Falls’ Newest Hotel, the Holiday Inn Express Marble Falls, TX. Nestled in the heart of Texas Hill Country, this beautifully designed spacious hotel offers a rich Tuscan feel. The Holiday Inn Express Marble Falls is located only 45 minutes west of Austin and 80 miles north of San Antonio on Hwy 281 and Hwy 71. ... more less
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