Holiday Inn Express Rensselaer

This is a very nice and comfortable hotel. It may not be quite up to par with other holiday inn expresses, but I am not too picky about little things like scuffs on the wall and worn carpeting. The most important things for me are a comfortable bed, tv, hot shower, and a heater/​air conditioner/​fan unit that I can set to run all night for the white noise. For the price, this hotel is well worth it.

What a waste. Being in the customer service industry for many years, I’m pretty understanding of situations and policies. The experience here was clearly a reflection of piss poor customer service.
We were in the area to visit my sister, who was about to have her 2^nd child. Since we had some points, we choose the closest Holiday Inn. We stayed here two weekends in a row.
First weekend:
— Our reservation somehow didn’t go through, and we arrived without a room. Thankfully, they had one left, but we didn’t get any email notification of an issue with the reservation.
— Inedible breakfast. Pancakes were spit out of a machine and tasted like burnt wires. Coffee tasted like metal. Virtually no healthy options.
— Upon checkout, we noticed the bill said $ 107, but the price we reserved the room for was $ 95. The lady at the desk took a rude, disrespectful tone when telling us that’s not true. She made us feel stupid, and we were pretty offended by her attitude. Then she explained that when the charge clears, the correct price will show on our bank statement. Very unprofessional.
Second weekend:
— Guess who checked us in? Yep. Old lady with the attitude. Grumpy again this weekend.
— Apparently, the card we gave her didn’t go though. Instead, she used the payment method from last weekend, which wad my business card. She could’ve just call the room and said she needed another card. And how did she get that card number? That card isn’t on our account, so who’s got my card info? Scary thought.
Other Amenities:
— Firm, comfortable beds. Firm and soft pillow options.
— Computer in the dining room and microwave in the lobby. Seems backwards to me.
— Didn’t bother checking out the outdoor pool or fitness room.
— Wi-​Fi was slow. A snail’s pace.
— Staff… well, you get the jist.