Holiday Inn Express & Suites Auburn Downtown

They took good care of my wife and I on our anniversary. Krystal and Alana were an amazing help. I'll come here every chance I can get. The breakfast is always top tier.

I am writing to express serious concern regarding my recent stay and billing experience at Holiday Inn Express & Suites Auburn Downtown, which stands in stark contrast to my 11 years of stays across IHG properties nationwide, including extensive travel in the Seattle area. This experience has raised significant concerns about reservation integrity, billing practices, and customer service at this franchise location. I reserved a room for two nights totaling $269.32, with a 20% Capital One Shopping reward attached to the booking. Due to flight disruptions, I was unable to arrive on the first night. I immediately contacted the hotel in advance and informed them that I would arrive around noon on the second day. I was explicitly told by hotel staff that although the reservation could not be canceled, but is marked as “Reinstated,” to allow me to check in to my reserved room at any time during the two-night reservation period with no other changes to my reservation Upon arriving on the second day, I was informed at the front desk that the hotel had been sold out the previous night and that no room had been held under my reservation, despite my advance notice. I was asked to wait in the lobby while staff attempted to locate a newly vacated and cleaned room. This was both inconvenient and inconsistent with what I had been assured in advance. When reviewing my final bill, I discovered an unexpected $17.60 no-show fee, bringing the total to $286.92. I later learned that my reservation had been changed from “Reinstated” to “No Show” without my consent, allowing the hotel to release and resell my room. Despite this, I was still charged for the first night without a room being held, and additionally assessed a no-show fee. This change also resulted in the loss of my 20% Capital One Shopping reward, effectively costing me further through no fault of my own. After raising these concerns, the General Manager, Tawnya W, declined to issue a refund. Following a complaint to IHG Corporate, she later confirmed that a $16.87 refund for the no-show fee had been processed. However, upon checking my account, I found that $16.87 was charged instead of refunded. Subsequent attempts to contact the General Manager went unanswered for several days. I had to file another IHG Corporate complaint to fix their error. I'm still seeking resolution and refund for: $134.81 – refund for the first night with no room held $0.93 – remaining balance of the no-show fee $47.88 – lost Capital One Shopping reward due to reservation alteration Unfortunately, despite multiple follow-ups, IHG Corporate support has not been effective in resolving this matter. This experience reflects serious deficiencies in reservation handling, billing accuracy, and accountability at this property. The situation caused unnecessary stress for me and my family and significantly undermined my trust in this franchise. I respectfully request that IHG conduct a thorough review, ensure the outstanding refunds are processed promptly, and evaluate the reservation and billing practices at this location to prevent similar situations for future guests. I regret choosing this property and will not return unless this matter is resolved appropriately.

Enjoyed our stay. My wife and I traveled from the Boise, Idaho area for a memorial service. Facility was in exceptional condition. Staff were very helpful. We would definately stay here again.