Holiday Inn Hotel & Suites Des Moines - Northwest

What People are saying

Held hostage over $500 on "hold"($1300 total)

rather-be-camping911on 26/06/2017 18:54

We stayed here many times and have enjoyed the stay and the restaurant,as my previous reviews have shown.
But on this last stay a week ago,we reserved 2 rooms at a cost of approx $733+tax.
I understand putting rooms and incidentals on "hold"(pre-authorization) but this time they put my 2nd room charge/pre authorization on "hold' TWICE,which means they are now holding almost $1300 total. Once my 2nd room was paid for that pre-authorized should have been let go($322) but they kept it for a full week plus another $188 for incidentals.
So...to stay at this motel with the 2 rooms i had,they "held" almost $1300.
i ended up getting back the $510(approx) that they held hostage for a full week.
Once my 2nd room was paid for they should of released the pre-authorized amount of $322 and they still had $102 & $86 for incidentals.
We have stayed here many times but will NOT stay there again and let our money be held hostage for a week.
And....NO ! not all motels do it this way.

Worst Customer Service!

K Gon 31/03/2017 14:32

Prepaid for a room for 2 nights. Canceled hotel room within 24 hours of reservation. My 76 yr old mother fell and broke her shoulder, had to have surgery. Mind you I canceled the very next day and my trip was over a week and a half away. Plenty of time for Holiday Inn to find someone else to reserve the room. I left a message with General Manager Mike. No phone call back. They charged my room and I didn't even get a call back from Hotel manager. I understand that pre pay is pre pay, but have some empathy. I am also an IHG rewards member. I have never had an emergency come up where I had to cancel next day let alone a week before I had planned a trip. No phone call back. I am out 285.00 because I was tending to my 76 year old Mother. The Hotel is now booked, so they were able to replace my room. Worst. Customer. Service. Ever!! Do not stay here if you have a family emergency!

Loved it

Paul Bon 30/03/2017 00:22

This hotel surprised me. Newly renovated. Great conference facility and lovely rooms and service. Nice restaurant attached. I travel a lot and mostly stay in Sheraton or Hilton. The conference I was attending was here and just loved it. This hotel surprised me in a good way.

Struck out twice in a row

Chris Gon 19/03/2017 23:20

Well I gave them another chance. I also gave them a chance to respond to me before posting.
If you read my other review Anthony M with I HG responded the last review I gave. I attempted to get a hold of him twice at the toll-free number and also left two messages for the general manager of the hotel. I have yet to receive any response from either so I am going to go ahead and post my review. I was hoping to get a follow up on the issue that I experienced but obviously they have other things they are tending to or I am a low priority so here it goes.
I asked my business travel agent to get me a reservation at the holiday inn express about 3 miles away because of my disappointment at this location last time. Something happened - I got booked back at this holiday inn .I figured they deserve another chance so I went ahead and checked in. The room assigned to me was partially cleaned . It looks like it was used for storage of linens maid carts etc. I took some pictures and went down to the front desk to address it with the staff to find out if they wanted me to stay in that room and send somebody to finish it or reassign me. The only thing they did was accommodate me by putting me on the same floor of the desk so I wouldn't have to run up and down the elevators again.
I know it was not the front desk's fault and they were nice enough to get me a different room.
It's obvious they don't have an inspection process of which rooms are clean, dirty, final inspection, -whatever processes and procedures hotels go through they must not have. The room reassigned to me had a napkin between the bed and the nightstand and also different particles on the carpet so I don't think it was vacuumed before I was checked in. The bathroom was quite clean and I was impressed with that. The pool area which I referred to the last time still needs a fair amount of attention. I don't understand why a holiday inn would want their public spaces with dirt on the floor for over a month. I don't get it but obviously they have multiple issues they are dealing with as they are checking guests into rooms used for storage. I wish they would have reached out to me to follow up and let me know what happened but after giving them a few days and multiple phone calls I guess we will just have to go with my side of the story on this one

Nice First Stop

limeycaon 17/03/2017 20:49

This is a very nice hotel which has a very modern décor. The rooms are being renovated and the whole facility will be very nice. Good check in and great staff. There is a Bennigan's Restaurant attached to this hotel so no need to go outside for dinner and breakfast. This is always a nice feature when you have driven many miles in your day and just want a good meal and a good room. Thanks again.