I booked a 3-day stay at this property via Expedia. Little that I knew, my daughter would get covid and we would be unable to go. I contacted the hotel 3 days prior to my stay (via messaging platform of Expedia) to see if dates can be changed given this; no response for 2 days. I then contacted the hotel directly and got bounced back to Expedia via an unfriendly front office person at the property who told me that she just got back, saw my message(after 2 days), there is nothing they can do, and I should take it up with Expedia. Expedia also made several attempts to discuss/resolve the issue, but they went unanswered until the last minute (check-in day). After 3 days of initial contact, I was told that the hotel refused to make any changes. I was surprised by this kind of (lack of) response/service and was disappointed by the attitude and lack of flexibility, given the positive ratings..
yes it was a non-refundable rate and I had all the intentions/desire to be there, but just couldn't due to sickness. Allowing a customer to move dates by 2 weeks would have resulted in a positive customer experience, but this property does not seem to care about that. Will exclude Holiday Inn Express as a brand name from my future bookings, going forward.