Holiday Inn Express & Suites Ft Myers Beach-Sanibel Gateway, an IHG Hotel

The customer service in this hotel is appalling!!! We have stayed here with my family and my parents and booked three rooms altogether. When we decided to stay longer in Ft. Meyers we made a booking for three more nights. We wanted to keep the same rooms but front desk staff are not trained enough to make simple manipulation and just swap the rooms between the three of our bookings for all of us to keep the same rooms. I have talked to two staff, one of which told me to speak to the manager in the morning. I thought it was brave of her to suggest we speak to the manager after she was not accommodating at all. In the morning at 8 am, the hotel manager Heather Sears, without talking to me or seeing me first, has called all our rooms and said that she cancelled our bookings and that we have to leave the hotel by the check out time. I immediately called the customer service to complain about the situation, in hopes to resolve it. Heather Sears, after being contacted by the customer service, called me right back. Heather who is the general manager of the property was screaming and said that because I have “eacalated the situation” she will call the police, which she did. The police btw were very nice and understanding and suggested we contact head quarters. Please note that I was not calling anyone names and were not by any means physical or violent. The staff and the manager are covering each other backs! I hope the corporate will reevaluate their staff and make better decision

I like how well thought out the property is. The room is comfortable and quiet. My only real complaint is that they placed the ice machine in the corridor with the elevators and when people hoarded ice in the morning, the noise echoed!! Just FYI for parents, there was no bathtub for bathing the kiddos.