Holiday Inn Express Phenix City-Fort Benning, an IHG Hotel

I made a reservation for 2 rooms at Booking.com for 2 rooms. I provided my confirmation number but when I arrived, I was told my rooms were cancelled due to wrong card information. I had a fraudulent charge on my card 3 days after booking this and had to receive a new debit card which I was providing to hotel upon arrival AS PER DIRECTIONS SAY CAN PAY AT SITE. I never cancelled and was told they tried to reach me, and I was coming from Florida after work. I work in a jail as a nurse and are not allowed to even have our phones in the jail during work time. I did not have an email or a VM stating it was cancelled either. I went for my grandmother’s funeral 4 1/2 hours away with 6 adults and was to only pay 368.00 for 2 rooms and was then charged 500.00 instead because of this mistake. I have used Booking.com for years and never had a problem til now. I am very upset. I am out more money on top of paying for a funeral as well and wasn’t like I wasn’t going too pay and even said our arrival time would likely be between 1-2 a.m so why am I getting charged sooner when payment is to upon arrival. Someone needs to fix this because this not right at all. Other than that, the place was great to stay at.

It was comfortable and close to the job I was doing.

The Customer Service from Vanessa. I really appreciate her for accommodating us in every way. She was absolutely amazing.

The rooms were comfortable and the hotel was clean plus the breakfast was pretty good

Did not have time to share breakfast but the location was very convenient for where we were going.