Holiday Inn Express Hotels in Round Rock

Booked this hotel with a large group of families for a soccer tournament in Austin. Made reservation several weeks before. While traveling to Austin the day of check-in the hotel canceled our reservation saying that the credit card use to reserve was not valid (it had been compromised). Hotel admittedly did not contact us or the soccer club to notify us of the cancellation. When we checked-in they said we would have to pay full daily rate and would not fix the situation for us - they later admitted they could have charged the discounted reservation rate but desk clerk chose not to do so and it was her discretion what to charge. Front desk suggested we talk to a manager - we went to front desk multiple times during that Holiday weekend and were told there was no manager on duty who could handle the situation. We called the soccer club travel agency and they did not receive notification of cancellation either. After repeated attempts to contact the hotel after the trip we finally reached the group sales manager (hotel manager never did respond to messages). Sales mgr cited the fine print in the soccer travel agreement that gave hotel the right to cancel any reservation on check-in day and charge full rate, etc. We asked for a discount on our payment since the rate we reserved was much less and there was obviously a problem with the compromised credit card and the hotel did not notify us of the cancellation. Also, whereas hotels normally hold the card for reservation - this hotel wanted to charge the card on check-in day rather than just address the problem when we checked-in. There was no general manger on duty for (3) days which is concerning for many other reasons and a liability for the hotel. The dead bolt on the room door did not work and we asked for repair of that and it was not repaired. Given the situation I asked the hotel just to help us out and discount the room to the rate we reserved or give is a discount on a future stay or anything to help, I was told they would check and call me back and never heard anything. So (40) soccer families stayed in this hotel for (3) nights and one family was charged a much higher rate than the other (39),

Die Kollegen von der Gegend halten dieses Hotel für das geeignetste.