Holiday Inn Express New Bern, New Bern

WENT TO LAY ON BED, FOUND MOUSE DROPPINGS UNDER PILLOWS. CHANGED TO ANOTHER ROOM. IN MIDDLE OF NIGHT HEARD RUSTLING OF BAG OF POPCORN, FOUND MOUSE.

Upon checking into the motel just after midnight on 12-25-08, the night shift clerk informed me that I could smoke in the room but there would be a SMALL fee for cleaning (this is standard with most motels at $15). After just falling asleep at 2:30am, the night clerk woke me up banging on the door to drop off my bill (which stated the room charge was $124.03). I was very upset about being woken and could not get back to sleep until 5am. Upon checking out, I tried to complain, but was ignored. Days later I checked my bank account and there was an additional charge of $150 on top of the room bill. When I called the night clerk, he stated that was for smoking in the room and was very hateful to me. He claims I signed a paper agreeing to pay $150 to smoke, but refused to provide the document. I called the next day to complain to the manager, but the manager would not take my call. I called the 1800 complaint line for the motel. They stated they would have the manager contact me within 48hrs or the motel would be fined more money than the amount in question. This did not happen, and the manager still ignored my calls even after leaving a voicemail with my complaint. Two days later I called the 1800 complaint line back and they said I had to allow 24 more hours because of the holiday. After another 24hrs, I called the complaint line again stating the manager refused to call me and they said too bad that it was not their place to do anything and for me to call my credit card company. This is very poor practice and they refused to help get me a copy of this supposed statement they say I signed. I have contacted my credit card company to file a dispute, but while I wait my $150 is tied up and is causing me financial grief. If nothing is done I plan to sue the motel for mismanagement.

This was one of the best Hotels I have ever stayed in, if not the best. They were very nice and friendly. They had a very good breakfast bar, and great customer service. The hotel is kept very clean.

I had made reservations at this Hotel but had to call and cancel them. When I called to cancel the reservations I was told I was not in the system. I went and found my two confirmation numbers to make sure the reservations were cancelled. I called back and gave the same lady the numbers and she said the numbers were not in the system so there wasn't anything for her to cancel. She was very short with me and rude. Now I have two charges from this Holiday Inn. I called abd talked to the front desk lady and told her what had happened. She still could not find me in the system. After several attempts to talk to the manager and finial getting her she also could not find me in the system. I asked if I am not in the system how can ya'll put two charges on my credit card? She couldn't answer that. I faxed over a copy of my statement and now all of a sudden I guess I am in the system and she tells me oh you had two room reserved. No shit lady and I called and cancelled the reservations. Over a month now and still can not get the manager and the charges are still on my credit card. Does anyone know who would be over the manger at this hotel?

THE STAFF WAS FRIENDLY, POLITE AND EXTREMELY PROFESSIONAL, WE WERE GREETED IN A MANNER THAT PUT US AT EASE INSTANTLY, WE NEW IN THE LOBBY WE WOULD LIKE OUR STAY.

I Love staying here! I have three kids and the staff treats them very well. I asked for Biscuits and gravy and they made it happen. At the time I was there they even had free High speed internet access. Rooms are clean and its nice and quiet. shops and malls are with in walking distance. I highly recommend the Holiday Inn Express. Join their priority club and you could stay there free.