GGuest UserWe stayed at the Holiday Inn Express & Suites North Dallas at Preston from February 18-20, 2022; Confirmation #24259998. We were in Dallas for our daughter’s graduation from Western Governors University. When we made the reservation, NO mention was made that the hotel was going through a major, MAJOR renovation. Luckily, my profile indicates we prefer a top-floor room, and we were placed on the fourth floor. My daughter and her family had a room on the second floor. The fourth floor had been fully renovated. Contractors were hard at work on the third floor. The first and second floors were yet to be renovated. We were appalled at the conditions on the second floor when we visited our daughter’s room, but when we got to our room on the fourth floor, we were thrilled with the accommodations . . . or so we thought. The trouble began on the first night. At 2AM, the folks next door decided to host a party . . . a very loud party. After a few minutes, we called the front desk. Apparently, no one was stationed at the front desk, because it took forever for someone to answer. (Eventually, the phone stops ringing and you have to re-dial if you really want to speak to someone.) The front desk called up to the room next door, there was a lot of door-slamming and running down the hall, but eventually it was quiet. We got back to sleep. The next morning, I stopped at the front desk and asked if we could be moved. I was told there were no more rooms on the fourth floor like ours, but we could move to the second floor if we so desired. I was given the key to the second-floor room so I could check it out before making a decision. We went to the room and found it dingy and smelly. We decided to remain in the room upstairs. Upon returning the key to the front desk, I was told (by the very pleasant staff member) that the folks next door had been warned about the noise and told that the police would be called if they “did it again”. We went to sleep the second night hoping for the best. Again at 2AM the shouting began. The second night it sounded more like an argument than a party. I called the front desk . . . and called . . . and called. Finally, someone answered the phone! She said she had a note about the folks next door, and she would call the police. She did. Eventually, we got back to sleep. Then the police arrived. Aarrrggghhh! They were quite noisy as well. Upon checking out, I asked the still pleasant young lady at the front desk if we could be compensated in some way for the two miserable nights of sleep we got. She promised 15000 reward points which, she said, should be equivalent to a one-night stay at any IHG Hotel. I accepted her offer and was pleased with her concern. Upon arriving at home, I received a request from Jay Caiafa, Chief Operating Officer for The Americas region of IHG Hotels requesting that I complete a survey. I checked my rewards balance and discovered I had NOT been awarded the promised 15000 poin
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