Lee Goodman, the manager/owner of this hotel is despicable. His staff is just as disgusting. If you look on TripAdvisor, anyone who makes a complaint against Mr. Goodman or his hotel, Lee Goodman then gets defensive, and blames the customer back. I cannot imagine how IHG has this person as representation. I have stayed at Starwood, Marriott, Hilton, Motel 6, Ramada, Hyatt, Ritz, etc. I have never experienced such revolting customer service. I will never stay at another IHG hotel because of Lee Goodman, and I will make sure that I relay to everyone I know this is an unacceptable hotel chain. Additionally, I am going to cancel my membership. Lee Goodman, hate to say it, but the customer should be accommodated, not shamed and berated. Good luck attracting customers IHG with this kind of awfulness. In short, IHG decided to charge a single mother, who works for a non-profit, who went to go pick up a puppy for her sick child in Birmingham Alabama. I accidentally booked Hotel Birmingham England. I paid for the Birmingham Alabama stay but requested a refund to the England hotel. IT WAS AN HONEST MISTAKE. His staff responded I needed to be responsible for my mistakes. That's when I got upset and frustrated. I never heard of anything like this. Again, I PAID FOR THE CORRECT HOTEL. Any other hotel chain would have understood and refunded me for the incorrect booking. However, Goodman and his staff didn't listen or care. IHG you have a really revolting manager at the Birmingham Hotel in England. Good luck with that. read more