Holiday Inn Express & Suites Houston East - Beltway 8 by IHG

Good evening,Thank you for taking the time to let us know about the issues you are experiencing during your current stay with us. As General Manager of the property I wanted to take a moment to personally apologize for any issues you have encountered. I hope I can address some of them here:* The late check-out for valued IHG One Rewards Club members is an option that can be requested at the Front Desk - there is not an option to select that via the IHG One Rewards app or online. If you require a late check-out, please notify me directly via email or simply advise the Front Desk staff. We will be happy to oblige.* You have NOT incurred any additional charges what-so-ever. Your credit card may have an additional $25 being held (some properties hold as much as one or even two hundred dollars, but $25 in the industry standard for Holiday Inn Express & Suites), but this is NOT a charge - only part of the credit card authorization process.* Breakfast is included for ALL guests at Holiday Inn Express & Suites worldwide and we apologize if this information was not relayed to you at check-in or during the process of making your reservation.* I apologize that you feel our Guest Service is "extremely mediocre, dry, and isn't accommodating at all" and invite you to the Front Desk this evening to chat with myself and Daniel, our Front Desk Manager - I'm sure you'll find our Guest Service typically goes above and beyond. It is always our goal to make each guest's stay a "Perfect 10," as we are saddened to have fallen short this time around.If you should have any further questions and/or concerns, please do not hesitate to let me know directly.Positively,~King WarrenGeneral Manager