Holiday Inn Express Poughkeepsie by IHG

I really can’t rate any of the above categories because my reservation was cancelled by the sales manager 3 days before my wedding. Although a wedding is a beautiful occasion, it is also a very stressful time. Not having a room the night before my wedding should be the last thing I needed to worry about when I booked this room well in advance. I called closer to the date of stay to see if rates had gone down, which they did. I was made aware that because this was the best rate there would be no refunds if I were to cancel. I was happy about the savings and asked the representative if I could still pay upon arrival and she said yes. The very next morning I receive an email that my reservation was cancelled. I called the hotel right away and got a representative who did not seem to be in the actual hotel, but advised me the reservation was cancelled because payment was declined. The rep was nice, however I will admit I was extremely aggravated and insisted to speak with someone in the hotel. I didn’t receive an email or anything regarding needing an updated payment method. I was able to speak with Sadie the sales manager who was very short, condescending and lacked any type of empathy that comes along with providing excellent customer service. I did ask for clarification on why I was told that I could pay upon arrival, which was clearly not the case. She stated she cannot speak for other people and hotel policy states if they can’t collect payment the reservation has to be cancelled. I continue to ask questions because I was overwhelmed by the entire situation, she then states “oh I’m completely aware of that. I am the one that decided to cancel the reservation.” So my question is was it policy that you had to cancel or did you just decide that you wanted to cancel for the heck of it? Either way I told her I didn’t like the way I was being treated and I ended the call. I’ve never been treated so poorly by a hotel that I never got the opportunity to set foot in and I can thank Sadie for that.