Holiday Inn Express Indianapolis - Fishers by IHG

The location.

It was an in a good location. There was a wide option of shopping and restaurants.

We were right across from the pool which was great for our kids. Staff was nice and helpful. Easy location. Quick to get to.

Convenience

Booking app said free cancellation and we went to cancel just minutes later once we saw that the Holiday Inn Fishers was in a questionable part of town, the entrance was in the rear of the building and the drapes in the windows were broken or missing. We would like a refund.

Nice room, good food, nice gym.

It was in a good location and the breakfast was good.

Location and cleanliness

Clean and welcoming

I'm loyal to Holiday Inns and I've stayed at this hotel multiple times because it is near one of my work sites. I booked a room around 11:45pm to avoid the issues that come with trying to book online after midnight. I checked in around 1am as I planned and checked out on time later the same morning, only staying a single night. There is a charge on my card for 2 combined nights, which was not the same charge as it was in my pending transactions.

When I called the front desk, I was met with complete hostility when I nicely inquired about accidentally being double charged. The person at the front desk blamed me for the double charge because I checked in after midnight, which automatically charged a second night. This issue was not a policy listed in the confirmation email or booking process, and I booked directly through the hotel website. I did not receive a receipt via email upon checkout like I should have, and only received it when the person at the front desk emailed it to me so they could use it as a reference to speak to me more aggressively. If a receipt has been immediately emailed to me, I would've caught the issue upon checkout. The staff member who checked me out also did not catch this issue, so I was never informed of this policy issue. It was impossible for me to identify the problem before the charge went through on my card because the pending transaction didnt end up matching the posted charge.

It took forever to get the person to transfer me to the manager, who didn't even pick up the phone. I left a calm and kind voicemail for the manager, in the same tone as I used with the aggressive front desk person. But I have no idea if they'll actually reach out to me to correct this. It is unacceptable to be charged double for one night because of when I made the reservation and checked in, especially if proper disclosure of the policy would've allowed me to sort out the situation with the front desk when I arrived. The system should not mark people as a no-show just because they check in late at night in the date range they paid for. If anything, the system should cancel the reservation in this scenario, not charge double. I will be leaving this review on every travel and hotel website until this issue is resolved. It will be upsetting to have to find a different hotel because the accomodations in this one are nice and so is the location for my needs.