I booked a room with the group rate for a wedding. I had to cancel due to health issues. I called the hotel directly to book and to cancel (3 days in advance). I received a confirmation of the cancellation. I then got a receipt for the charge a day after I was to check out. I contacted the hotel General Manager who stated that the group had a cancellation of 14 days or full charge. It stated this nowhere when I booked (verbally or in writing) nor when I cancelled ( talks to a human). Corporate is backing the hotel policy. Do not use this hotel for any group bookings. They like to leave things hidden.
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酒店回复: Dear Carolyn H, Thank you for sharing your feedback. I’m sorry to hear about your experience and understand your frustration regarding the cancellation charge. When the wedding block was created, we informed the group organizer that it carried a 14-day cancellation policy, and this information was included in the signed agreement. It is the responsibility of the group organizer to share these details with their guests. Our front desk team also explains the cancellation policy to guests at the time of booking, especially for group blocks that have a 14-day policy, which differs from our standard 24-hour cancellation policy for regular reservations. We have since refunded the full amount to your credit card and charged the corresponding amount to the group organizer. We’re sorry for the inconvenience this caused, especially given your circumstances, but we must follow the terms outlined in the group contract. Sincerely, Dinesh C. General Manager Holiday Inn Express – O’Neill, NE
1.0分
商务出差
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Awful management and customer service, hotel was moderate for cleanliness. Was overcharged for my stay and my hotel points were deleted due to my partner checking in before me as I was getting to the location very late. I am a diamond elite member and never have this problem with any other Holiday Inn's or other hotel chains in general. I will exclude this Holiday Inn Express from all future stays.
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酒店回复: Subject: Thank You for Your Feedback Dear Jenn G., Thank you for sharing your feedback about your recent stay at the Holiday Inn Express O’Neill. I’m truly sorry to hear about your experience and the frustration it caused. As a Diamond Elite member, your loyalty to IHG is very important to us, and I regret that we fell short of your expectations. Regarding the IHG One Rewards points, for points to be awarded the reservation must be under the member’s name and paid for directly by the member. In this case, although we had a credit card authorization on file, the room was reserved under a different individual’s name. This is why the points were not credited automatically. We have now added the missing points to your account. We understand how disappointing this must have been and have shared your concerns with our team to ensure we communicate these requirements more clearly at check-in. We truly value your business and hope to have the opportunity to welcome you back and provide the experience you expect and deserve. Warm regards, Dinesh C. General Manager Holiday Inn Express O’Neill
4.0分
家庭亲子
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My son and I were riding the Cowboy Trail on our bicycles and had a reservation here. It was by far the nicest and most expensive sleeping arrangements on the trail. Amanda was very pleasant at the front desk. I appreciated the lemon and cucumber water in the lobby and the free breakfast. There was only one room left in the hotel because of the wedding so we had to take a king size suite which was about $200. The pull out sofa sleeper did not have pillows and there were only two baths towels, two hand towels and two washcloths. I had to call down for both and was asked if I wanted them brought up or if I wanted to come down and get them. It was convenient that they had a laundry room on second floor.
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酒店回复: Dear Jana C, Thank you for choosing the Holiday Inn Express O’Neill while riding the Cowboy Trail with your son, and for taking the time to share your feedback. We’re delighted to hear you enjoyed our lemon and cucumber water, complimentary breakfast, and the convenience of our laundry room. It’s also great to know Amanda at the front desk made a positive impression on you. I’m sorry to learn that your suite was missing pillows for the sofa sleeper and that there were not enough towels and washcloths upon arrival. We appreciate you bringing this to our attention, and I apologize for the inconvenience of having to call down for these items. Your comments help us ensure our rooms are properly stocked so our guests feel comfortable from the moment they check in. We’re glad we could accommodate you during a busy wedding weekend, and we hope to welcome you and your son back on a future trip along the trail with everything ready in your room from the start. Warm regards, Dinesh C. General Manager Holiday Inn Express O’Neill
4.0分
其他
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Visit to see mom
It was good Clean and quiet Staff was professional and polite One improvement would be newer higher Quality towels they were clean but quite rough
5.0分
家庭亲子
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Just passing through and needed a good night sleep. Room was very clean and comfy. We were hauling a large load there was plenty of room to park. Breakfast was great. Older lady there workring that area was very friendly.
5.0分
其他
I was welcome by all the staff especially evening staff. The whole hotel was very clean. Breakfast was very well put together and delicious.
3.0分
其他
They charged me $25 for leaving keys in the room but the lady at the front desk never said I had to turn them in.
5.0分
商务出差
Always friendly and clean place to stay.
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酒店回复: Dear Guest,Thank you for your perfect score and kind words. We’re delighted to hear you always find our hotel friendly and clean, it’s wonderful to know we continue to meet your expectations.We truly appreciate your loyalty and look forward to welcoming you back to Holiday Inn Express, O’Neill soon.Kind regards,Dinesh C.General ManagerHoliday Inn Express, O’Neill
4.0分
商务出差
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Bed was 4 out of 5. Could select only temperature and not heat/ac so if it was too hot had to open the window. Shower was hard to control temperature. All things considered it was fine.
智选假日酒店太贵了！他们没有给我打电话就取消了我的预订。他们说他们打过电话，但我没有这方面的记录。办理入住时间太长了，房间最多只能算是一般。
I booked a room with the group rate for a wedding. I had to cancel due to health issues. I called the hotel directly to book and to cancel (3 days in advance). I received a confirmation of the cancellation. I then got a receipt for the charge a day after I was to check out. I contacted the hotel General Manager who stated that the group had a cancellation of 14 days or full charge. It stated this nowhere when I booked (verbally or in writing) nor when I cancelled ( talks to a human). Corporate is backing the hotel policy. Do not use this hotel for any group bookings. They like to leave things hidden.
Awful management and customer service, hotel was moderate for cleanliness. Was overcharged for my stay and my hotel points were deleted due to my partner checking in before me as I was getting to the location very late. I am a diamond elite member and never have this problem with any other Holiday Inn's or other hotel chains in general. I will exclude this Holiday Inn Express from all future stays.
My son and I were riding the Cowboy Trail on our bicycles and had a reservation here. It was by far the nicest and most expensive sleeping arrangements on the trail. Amanda was very pleasant at the front desk. I appreciated the lemon and cucumber water in the lobby and the free breakfast. There was only one room left in the hotel because of the wedding so we had to take a king size suite which was about $200. The pull out sofa sleeper did not have pillows and there were only two baths towels, two hand towels and two washcloths. I had to call down for both and was asked if I wanted them brought up or if I wanted to come down and get them. It was convenient that they had a laundry room on second floor.
Visit to see mom
It was good Clean and quiet Staff was professional and polite One improvement would be newer higher Quality towels they were clean but quite rough
Just passing through and needed a good night sleep. Room was very clean and comfy. We were hauling a large load there was plenty of room to park. Breakfast was great. Older lady there workring that area was very friendly.
I was welcome by all the staff especially evening staff. The whole hotel was very clean. Breakfast was very well put together and delicious.
They charged me $25 for leaving keys in the room but the lady at the front desk never said I had to turn them in.
Always friendly and clean place to stay.
Bed was 4 out of 5. Could select only temperature and not heat/ac so if it was too hot had to open the window. Shower was hard to control temperature. All things considered it was fine.