Greetings Ms.Franer,I am disturbed by this review, as we were a full house on 05.17 to 05.18. I immediately came to the room and there was no smell of smoke as you stated to the FDA. There was a last minute cancellation and I was able to change your room. There was 1 guest that came down and asked if there was anything we could do and of course at the time I was unable accommodate. When we spoke I explained that your reservation was a pre-paid 3rd party so this make it difficult to credit. You stated you were going to call the other hotel the rest of the team was booked, I stated if you are able to book there. I would do everything I could to make it right. Once I received notice to cancel a duplicate reservation I immediately called you to say that I was able to move you to a new room. I met you on the 3rd floor and helped with your bags, you stated that you were very happy and thanked me. I went as far as getting your PC number and crediting 50,000 points. I apologize that my effort to go above and beyond for you were not to your satisfaction. Please see the copy and paste from loyalty connect of points given for guest service. I am happy to hear that at least our breakfast attendant was of your liking.1.19May24Franer, Eileen233389049Service RecoveryService Recovery 25,000 Points250002.19May24Franer, Eileen233389049Service RecoveryService Recovery 25,000 Points25000

Dear Carrol,Thank you for choosing to stay with us at Holiday Inn Express Indianapolis - Southeast. Our goal is to provide every guest with friendly service, so we're thrilled our team was able to uphold this standard. However, we offer our sincere apologies if our commitment to maintaining pristine accommodations didn't shine through during your visit. Your comments have been duly noted and will be promptly addressed. Hopefully, this didn't detract too much from your overall experience. The pleasure was all ours, and we hope you'll choose to visit us again soon.

Dear Larissa,Thank you for your glowing review of Holiday Inn Express Indianapolis - Southeast. We're delighted to hear our front desk service impressed you, and we'll be sure to share your kind words. Come back and see us anytime!

Dear Tiffany,We're so happy to know that our friendly team members impressed you during your visit. That being said, the cleanliness and upkeep of our accommodations are two of our top priorities, so it's unfortunate to hear that this wasn't reflected during your recent visit. All of your comments are gratefully received and will be discussed internally so that improvements can be made where necessary. Thank you, and we hope you'll consider giving us another chance soon.

Dear Aaron,Thank you for your kind review! We're delighted you found Holiday Inn Express Indianapolis - Southeast exceptional. Providing a top-notch experience for our guests is always our priority, and we look forward to welcoming you back for another wonderful experience!

Dear Winnie,We are sorry to hear that you didn't have a good time with us overall. Please accept our apologies for any cleanliness concerns during your visit, as this is never our intention. All of your feedback will be discussed internally and we'll make improvements where necessary. Thank you, and we hope you will consider giving us another chance in the future.

Dear Emily,We enjoyed hosting you at Holiday Inn Express Indianapolis - Southeast. Our team strives to make each of our guests feel welcome, so we're pleased to read your compliment about our friendly service! Come back soon!

Dear Eric,Guest satisfaction means everything to our team, so while we thank you for being our guest and sharing your feedback, we are very disappointed to see that we didn't meet your expectations. Feedback helps us make effective changes, so we will be sure to review your comments with our team. We're grateful for your time and hope we have another opportunity to welcome you back and impress you further.

Dear Jose,Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience you experienced during your check-in process, particularly due to the unexpected delay caused by the solar eclipse. Ensuring a smooth and efficient check-in process for all our guests is of utmost importance to us, and we regret that we fell short of meeting this expectation on this occasion. Please be assured that we are actively addressing the situation to prevent similar occurrences in the future. We sincerely appreciate your patience and understanding, and we hope to have the opportunity to welcome you back for a much-improved experience in the future.