Holiday Inn Express Walsall M6 J10 an IHG Hotel

Very Poor
Traveller Type: family with young children
  : When I arrived at the hotel on Friday 5th July, I was informed that our booking wasn't on their system and that Booking.com hadn't notified them of the changes to the booking dates. I was made to feel so small and embarrassed as the people on the reception desk not only raised their voices but they did so in front of a crowd of people. Then they told me that if I wanted to stay they could put us up from Saturday to Monday for £350 but I would still have to find somewhere else to stay Friday night. To say that they not only wanted to overcharge me for fewer nights but to make a customer feel so small and embarrassed (not to mention that I'm disabled & so is my sister) is not on. Then as I was bending down to pick up my bag I overheard the one receptionist as what happened to which she replied that the room had been double booked and that they'd already given to room to someone else which is why they turned us away. Instead of explaining that was what happened why did they have to make up an excuse and blame Booking.com for not sending them the information and also blaming me for the problem saying that it was also my fault for changing the dates. When I changed the dates well in advance in accordance accordance with your cancellation rules and regulations. They also said that it's because I had changed my booking too many times, (when I had only changed the hotel once to the Holiday Inn & once when I changed the date to the 5th July) this was because I had a very important hospital appointment regarding my heart, which I couldn't change nor miss either.
  : Everything especially their attitude as they not only made me feel so small and embarrassed but they did it in front of a lot of people and they also raised their voices to almost shouting att me saying that it was your fault fault for not sending them the information and then it was my fault for changing the booking twice as I'd apparently changed the booking too many times. As much to say that if I hadn't changed my mind twn everything would be okay, when it was due to unforseen circumstances that were beyond my control. Because a hospital appointment to see a cardiologist consultant is vitally important but according to them I shouldn't have seen the cardiologist and shouldn't have changed the booking either. Can I ask you what you would have done in my situation?

Very Good
Traveller Type: young couple

Good
Traveller Type: family with young children
  : Great location to pull off the M6 to break a journey north. Comfy bed, very clean room, helpful and polite staff, easy parking.
  : Restaurant offering more than just sandwiches. No other decent options nearby. Room a bit hot.

Very Good
Traveller Type: family with young children

Good
Traveller Type: group
  : Clean, well equipped, comfortable
  : Noisy (road noise, taxi pick up and drop off outside my window) my room was right by door to reception and door banged shut into late hours as well as guest traffic talking loudly and dragging suitcases past the door. So sleep was disturbed frequently. Breakfast was Luke warm and a bit tasteless but adequate enough

Good
Traveller Type: review category business travellers
  : Really friendly staff ample parking
  : How you organise dinner was not very clear, had to order at the bar not the table

Very Good
Traveller Type: review category business travellers
  : Friendly staff

Wonderful
Traveller Type: young couple
  : Quiet room as requested - thank you

Very Good
Traveller Type: solo traveller
  : staff and room
  : breakfast

Wonderful
Traveller Type: young couple
  : The room was clean and comfortable, no noise waking me up which was great
  : The booking process, it was hard and you call up and they tell you they will call back but they dont