Holiday Inn Express & Suites Oklahoma City Mid - Arpt Area by IHG

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Hi, We’re truly sorry to hear about the experience you had during your stay. It’s concerning to learn about the issue with the ants and the lack of follow-up from management. We appreciate your kind words about the front desk staff member who assisted you, and we’re glad she was able to help as best as she could under the circumstances. Your feedback is crucial, and we’ll ensure it’s addressed to improve our services. - The Staff at Holiday Inn Express & Suites Oklahoma City Mid - Arpt Area

Business reply on Google

Hi Matthew, I apologize for the misunderstanding. I sent you an email asking you to provide your orders since the rate that you booked is only for people who are working for the Government and generally paying with the Government travel card. We are happy to offer our Military/Government Appreciation rate for leisure guests, which is what I offered you. Since you were coming in for a tournament, you did not qualify for that Government rate. There is a huge amount of abuse/fraud with this rate code but if you read the terms and conditions while booking this rate, you will see that it tells you to make sure you are on business and that the hotel will ask for proof. Thank you for giving me the space to explain the rules of the rate code to you. I hope that you have a great day! The team at Holiday Inn Express and Suites OKC Mid-Arpt

Business reply on Google

Hi Juan, I need to be very clear about what occurred, as your account of the situation is inaccurate. You presented a veteran identification card that was illegible, with the name completely obscured. Only a portion of the card number was visible. I advised you that I was unable to accept the card due to this issue. At that point, your behavior escalated. You began yelling, raising your voice, and striking the counter with your fist. Due to this conduct, I asked you to leave the property and canceled your reservation without penalty. This decision was made solely based on your behavior and not your veteran status. Disrespectful or aggressive conduct toward staff will not be tolerated under any circumstances. For clarity, I have a son who is currently serving on active duty overseas, and I hold deep respect for those who have served. This situation had nothing to do with your service and everything to do with how you chose to respond in that moment. Please be advised that we have retained camera footage of the incident as well as a copy of the card presented. Should this matter be escalated further, we are fully prepared to provide documentation. Thank you for your service. Sincerel

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Hi Michelle, Thank you for reaching out. I understand your concern and appreciate the opportunity to review the situation. When you called, it was on a Sunday, which is my one day off each week. Our team returned your call by 10 am on Monday, which was less than 24 hours after your message. After reviewing the camera footage, I did observe guests coming to purchase two waters and returning to your room. As a courtesy, and because you reached out several times on Sunday, I removed the eight dollar charge for you. I am sorry to hear that this issue impacted your stay so significantly. If you need assistance in the future, please allow our team the time to respond, especially on the one day we are not fully staffed in management. Thank you, Kerry Stafford General Manager

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Hi Madison, Thank you for your comments. I would like to clarify that four reservations were booked under your name, each at a non-refundable rate. As such, our team is unable to issue a refund or cancel those charges. While I understand this was frustrating, the terms of the reservation are clear at the time of booking and apply to all guests equally. I was away on scheduled time off during part of your stay, which may have contributed to the delay in communication, but this does not change the fact that the reservations were correctly booked and processed according to policy. Those non-refundable charges for that reservation will stand. I would suggest next time booking a more flexible rate. Thank you for staying with us! Kerry Stafford General Manager

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Hi Baylee, We asked you to leave because you had a dog in the room that was not registered at check-in. When our team asked if it was a service animal, you initially said no. About 30 minutes later, you informed us that it was a service animal that helped your children with anxiety. Under the Americans with Disabilities Act (ADA), emotional support animals are not classified as service animals. Service animals are highly trained to perform specific tasks directly related to a person’s disability, and our policy—consistent with ADA guidelines—requires them to be registered with the front desk upon arrival. As a result, we upheld our decision to have you check out. We refunded your second night since it took several hours to vacate the room, and we did not charge the $250 cleaning fee normally applied for unregistered animals. Our deep-cleaning process is in place to ensure the comfort and safety of all guests, particularly those with allergies. Kerry Stafford General Manager

Business reply on Google

Dear Gene, Thank you for taking the time to share your experience. We are truly sorry to hear about the issue you encountered during your stay and understand how upsetting this must have been. We take all guest concerns seriously and always aim to provide a welcoming and respectful environment for everyone. We apologize for any miscommunication or frustration you experienced with our staff, as that is not reflective of the level of service we strive to provide. Your feedback will be reviewed with our team to ensure we continue to improve. Thank you again for your review. Kerry Stafford General Manager

Business reply on Google

Thank you for sharing your feedback. We’re sorry to hear that your stay wasn’t as expected. We understand that the noise from the tractor-trailers outside was disruptive, and we sincerely apologize for the inconvenience. We are actively exploring solutions to address this issue and improve the overall guest experience. Regarding breakfast, we’re always looking to enhance our offerings, and your comments are valuable as we work on improving the variety and quality. We hope you’ll consider giving us another opportunity in the future to provide a more enjoyable stay. Safe travels! Kerry Stafford General Manager

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Hello Jatzmin, Just so you are clear, I refused you service because you did not have an ID to check in, We require ID to check a guest in; would you be able to board a plane without an ID? We follow the same rules as airlines in the hospitality industry, When I offered a few ways to fix this, like cancelling the reservation and putting in the name of the person you were with, that was not ok. After about 20 minutes of offering you a couple solutions, having to repeat myself over and over, you asked me so what can you do about this? At this point it was clear that we were not going to get anywhere, so I cancelled you reservation with no penalty and had you move on your way. I'm sorry that was stressful but offering you solutions that you refused was not getting us anywhere. Thank you for letting us know about your frustrations and giving me platform to explain the rules a little better since you were unwilling to listen to me last night. Kerry Stafford 405-606-8811

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Hi Mark S, Sound like you had a rough night and I apologize that you experienced that. We are not a pet-friendly hotel. There were no registered service animals in the building nor was there any evidence of a pet in any of the surrounding rooms so I'm not sure where you heard the dogs barking. As far as the other noise, we have had no other complaints, so I am sending maintenance into your room to check things out. Maybe there was a reason your room was so loud. Thank you for letting us know! I do hope that you come back and see us again!

Business reply on Google

Hi Jim Lee, Thank you for being a loyal IHG One Rewards member! I'm afraid that you may have mixed up your hotels. I can assure you that this property has no ghosts, not even any weird, interesting stories that some hotels have. We have not had our elevator out of service at any time in the recent past, especially during your stay with us the other day. I've checked with my team, and we are all confused but curious as to what hotel you are referencing as nothing that exciting ever happens here. We may go check it out! I hope that you come back to visit us here at Holiday Inn Express and Suites OKC Mid-Airport. Thank you for staying with us! Kerry Stafford General Manager

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Hi HangingwithAshley, I'm sorry to hear that you had a bad experience. I will speak to our housekeeping team about these issues. They always get RAVE reviews but maybe they missed something with your room. We will go over it in detail. I will reach out to you in a separate email to discuss how we are going to move forward with any future stays. I hope that you have a blessed holiday! Kerry Stafford General Manager