Holiday Inn Express & Suites West Point-Fort Montgomery by IHG

Reviews

• JS

  Jeff Sims

  Aug 4, 2026
  1.0
  UPDATE: Read the owner's response. It admits the problem exists and that they got it wrong, then offers no fix and takes no responsibility. The hotel says they can't do anything, talk to Priceline. Priceline says it's not them, talk to their third-party booker, or the hotel can fix it. The booker says talk to the hotel. Everyone admits something went wrong. No one will fix it. They all point at each other while keeping my money, acting like they never communicate, yet Priceline clearly pays this hotel for my stay. I rarely leave negative reviews, but after spending over 8 hours across three days trying to resolve a simple reservation issue, I feel other travelers should know what happened. I prepaid $998 for a reservation at the Holiday Inn Fort Montgomery using my American Express card. I booked online, believing I was booking directly with the hotel. Only after the charge posted did I realize it had gone through Priceline, which apparently routed the reservation through another third-party booking company. My request was incredibly simple: I did not want to cancel my reservation. I only wanted to discuss making a change to it. That could have meant adding a night, adding a room near my room, or exploring available options. I simply needed to speak with someone who could access my reservation. Instead, I was sent in endless circles. The hotel told me they had no reservation for me and directed me to Priceline. Priceline told me they didn't actually handle the reservation and transferred me to another third-party company. That company only offered an AI phone system that repeatedly failed to locate my reservation, misunderstood my confirmation number, asked multiple times if I wanted to cancel (I repeatedly said no), and never connected me to a human representative. Priceline tried transferring me again—with the exact same failed result. Priceline then told me the hotel should be able to help. I called the hotel again, only to be told they still couldn't help because they had no reservation in their system and had not been paid. To make matters worse, I received conflicting information about the hotel manager's name and schedule, making it nearly impossible to speak with someone who could actually assist. At one point, a hotel employee even told me this type of issue happens every week. After all of this, I contacted American Express. The first representative told me they couldn't help because my situation didn't fit one of their standard dispute categories. Only after requesting a supervisor was someone willing to listen, understand the situation, and open a dispute investigation. The most frustrating part isn't that a mistake happened. Mistakes happen. The problem is that every company involved accepted my money, but no company accepted responsibility for helping me. Every phone call ended with someone telling me to call someone else. This experience exposed a customer service system that relies too heavily on scripted overseas support and AI that cannot handle situations outside a standard script. When technology fails, there needs to be an empowered human who can step in and solve the customer's problem. I've stayed at this Holiday Inn before and have generally had good experiences, which makes this even more disappointing. Unfortunately, this experience has completely changed my opinion. I'm not posting this because I want to complain. I'm posting it because I still want someone to take ownership of my reservation and resolve the issue. If anyone from Holiday Inn, Priceline, or the booking partner is reading this, I'd appreciate having a real person contact me to help resolve this situation. Until then, I cannot recommend booking through this process, especially for prepaid reservations.
• BY

  Brian Yang

  Aug 3, 2026
  4.0
  The front desk staff was warm and nice to everyone. self-service laundry facilities were available, and laundry detergent could be purchased at the reception for one dollar. They even provided complimentary shaving foam and disposable razors. The room was spacious and modern, quite nice overall and I would give a 4 star instead 2 star on Google. Unfortunately, the air conditioner was noisy and couldn't be adjusted. it seemed to be locked in a specific setting. so I had to unplug it. Then in the middle of the night, there was a persistent clicking sound coming from somewhere. The continental breakfast is great.
• JA

  Julianne Apodaca

  Jul 29, 2026
  5.0
  Stella at the front desk is amazing! She is making this stay even better! The rooms are amazing, clean, and the service is fantastic!
• SS

  Stephanie Spears

  Jul 16, 2026
  4.0
  Decent but over priced bed was comfortable. Breakfast was decent.
• AN

  Abu Nas

  Jul 15, 2026
  5.0
  We had a great one-night stay at the Holiday Inn Express & Suites West Point–Fort Montgomery. Our party of three found the room to be clean, comfortable, and spacious, with everything we needed for a relaxing stay. The staff was friendly and welcoming, and check-in was quick and easy. The hotel was quiet, well-maintained, and conveniently located. Breakfast was a nice bonus with plenty of options to start the day. Overall, it was an excellent experience, and we would definitely stay here again. Highly recommend!

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