Holiday Inn Express Reviews

Confirmed Reservation Cancelled Without Notice After Hotel Attempted Pre-Arrival Card Authorization. I am posting this review because I want other travelers to be aware of what happened to me at the Holiday Inn Express & Suites Absecon-Atlantic City Area in Absecon, New Jersey, and because I was unable to get a satisfactory resolution through IHG Guest Relations. I booked a two-night stay for August 1–3, 2026, directly through IHG. The confirmed reservation was for one king room for two adults, with a total cost of $399.65. Most importantly, my IHG confirmation specifically stated **"No deposit required."**

The hotel was great. The bed was super comfortable. My only problem was the amount of pets in the hotel breakfast area. Pets were all in the area where the food was. And when we brought it up to hotel staff we were told that the hotel is pet friendly therefore they can not say anything to the pet owners to get the pets out of the food area. I understand that people have pets and travel with them but, does the hotel have to allow them in the area where food is served? It made me feel that my concerns and needs were dismissed for dogs and hotel guests with dogs. It is very unsanitary to have the pets (some not on leashes) in the little room where people are fixing their plates.

The conduct displayed by your front desk employee, Pamela **, was outrageous, unprofessional, and potentially put my family in serious jeopardy. I had booked a room for three people (one queen bed and one sofa bed) under confirmation number **. Upon my arrival around midnight, I promptly informed Ms. ** at the front desk that my wife and son would be joining me shortly. Rather than providing basic hospitality, Ms. ** immediately insisted that because my son is an adult, I would need to book an additional room. I repeatedly showed her the booking confirmation clearly stating the reservation was for three occupants. There was no mention of any age restriction or additional requirements on the IHG booking page at the time of reservation.

On July 18th I had reservation with hotel in Matteson, Il. My husband and I was in town for 1 day for a funeral. When we get to the hotel we were told there was no reservation and no rooms. I had made my reservation through a customer service rep over the phone on July 11th at 5 pm. The rep sent me my confirmation #** and credit card was charged $18 service and on July the remaining balance was charged.

Went to check in at Holiday Inn Express in Kansas City. Scary they did not have the indoor pool that was open so I tried to cancel in person but desk person would not do it. Kept saying manager had to approve, but he did not come out. I kept saying just cancel and got scared and left.

The days of quality and affordability at Holiday Inn Express are officially over. I’m sure the staff tries, but it’s just not there. Instead, I’m paying a lot of money for a room that stinks of mildew, floors are sticky, shower is totally gross, sink is plugged, and windows are moldy. I was reading a card left in the room, a “Promise of Clean” however, at the bottom of the card there are apparently terms and conditions. I never knew there were terms and conditions to a promise of cleanliness. Holiday Inn Express, Live Oak, FL.

Very poor experience. Holiday Inn complaint list:

Front desk girl was not happy and not interested in helping an old lady with a line up of men behind me. She didn't tell me anything I needed to know. Room had no coffee, sheets appeared to be stained or dirty. My daughter and I thought there was breakfast included but NOT. The desk person had no interest in helping us, she never smiled or said a nice thing. HATED THIS PLACE AND WOULD NEVER RECOMMEND IT TO ANYONE.

Had a comfortable stay at the Holiday Inn Express in Chambersburg, PA recently. Unfortunately, we were unexpectedly charged $4 for Parking. Are you serious!

We stayed at Holiday Inn Express in Largo FL for two nights. We looked forward to hot breakfasts, but both mornings were told stove was broken. Not worth the rate we paid.

There was a slow water leak. Between bathroom and bed. Carpet was damp to bare feet. There was no cold water from the faucet in sink in the vanity in the bathroom. The towels were threadbare at best. No bar soap in the bathroom.

Hotel is reasonably clean. Staff has been good, though some guests had to wait while Desk Clerk finished their Cigarette, outside in designated smoking area. My issue has to do with room maintenance. Almost EVERYBODY has to plug in their cell phone, overnight. Out of SIX plugs in this room, only TWO work. NONE on this side of the King-sized bed. I have to get up, walk across the room, and plug my phone in the charger. I have to set my alarm Loud enough to wake me, from across the room ... and once the alarm wakes me up, I have to get out of bed wake across to my plugged-in cell phone, to turn off the alarm (no snoozing TODAY). PLEASE Check and FIX all plugs in EVERY room. This is not a silly request, it is also a matter of SAFETY.

Very kind and made everything easy. Thank you so much. My family stays here when they come to town. I represented Lodi in the Miss California USA pageant 1987 and won Miss Congeniality. I’m looking forward to staying again. ** your review app is terrible.

I only got half of my refund back. When I book the room I didn't' see the fine print when booking the room that if you cancel even before the date of check in which is in 2 weeks Hotel take half of the refund of payment. Be aware Holiday Inn Express& Suites Ocala of the fine print only after you try to cancel it. The room shows $206. After you book they charge you a total of 290 per night. I will never book there again.

The driver was very nice! They had good wifi & it was just a wonderful trip. We went to a field trip there to D.C. and other places. The tour director was also very very amazing in showing us around in DC.

I had an awful experience at this Holiday Inn Express in Prospect Heights IL 600 Milwaukee Ave. When I discovered bed bugs in my room, it took the manager, **, more than 8 hours of excuses before I was finally switched. While I was trying to collect my belongings, he came into the room and sprayed chemicals while I was still inside, which made me sick. Instead of apologizing, he told me “if there were bugs, they came from your food,” laughed with another employee, and even threatened that if I “made a mess” he wouldn’t be able to rent to me again.

I have given a three star because I have seen dogs being allowed in the Holiday Inn Express and Suites that aren't service dogs. Due to people's allergies and choosing to stay here because of the no pet policy. We have nothing against dogs or cats, but due about possibly staying in a room with pet hair and fleas. Great Danes and small dogs aren't service animals. A Great Dane was here during stay. Not a good thing.

We were staying at the holiday inn Express in south haven mi and everything was great except the swimming pool. It was dirty and needed to be backwashed. It was dirty around the steps and had things floating in it. Other than that the stay was great.

I had the opportunity to stay at the Holiday Inn Express in Natomas, CA within the last few weeks. Unfortunately, this will be a very less than par review for the hotel and staff member, Kelly. After dealing with a very hostile, discourteous person, and being threatened as well as verbally assaulted, by Kelly....a pattern that has been allowed to manifest at this Holiday Inn Express, from staff members' comments. Kelly is very threatening, as well as coercing fellow employees into falsifying statements to authorities. She highly profiles hotel guests and retaliates at her will....very prejudice, xenophobic, racist. If you do not fit the mold for Kelly, she becomes very hostile and racist, using her ability as a staff member to retaliate.

We stay in Mazatlan Holiday Inn Express from July 20 - July 27, 25. The room had no cold water. When they try to fix it, the main water line broke down. It took them like 3 hours to move us to another room. The new room had the bathroom sink clogged. I called front desk, they send the repairman but it was never fixed. I reported the problem 5 times but it was never fixed. The hotel has only 2 elevators and 1 broke down, it took them almost 2 days to fix it. It was very inconvenient because I was in the 11 floor, it would took us like 15 to 20 minutes to get down to the lobby. The breakfast food was cold and never enough for everyone and not good. Never enough clean plates or utensils, the staff was rude.

I am currently staying in the HIE off of Kingsley and Garland, Texas. The first room they gave me smelled like cat litter and the entire carpet was soaking wet wall-to-wall. They moved me immediately to another room that turned out to be dirty. Trash behind the cans a bowl of hair on the floor next to the desk foot-long hairs left in the bed, which probably wasn’t cleaned. Stains everywhere. Moldy fixtures in the bathroom. Water damage on the ceiling. Torn sheets. They would also like to think they offer value in a free breakfast, but this place can’t even make oatmeal properly. It’s just a tub of water with a few oats floating in it. The rest of the breakfast offered was completely bland and lacking. I ultimately sent photos to my employers and demand that they never sent me to this hotel ever again. If I could write less than one star, I would.

The two stars are for the friendly - and overworked - employees, always smiling despite servicing clients in lackluster facilities. We stayed at an east coast HIE and the doors slam loudly (ALL of the time when closing them), the water leaks from the shower areas in the disabled rooms into the lobby, the pillows are extremely uncomfortable (BW has way better ones), the window treatments allow sunlight in, the lobby areas are lacking basic amenities such as working hot water, the IHG app does not work, their credit card system is antiquated as well as their reservation systems computer system, their rewards system does not record stays, they do not honor corporate codes, understaffed, etc. We will not stay at another one anytime soon.

I was stranded at the KC Airport at 12:30am as the rental car company closed before I got there. I needed a hotel close by to pick me up and return me in the morning so I could pick up my car reservation. I called IHG, they said I need to make a reservation before they would come pick me up. After making the reservation they said the driver had gone home. I asked to cancel, and he hung up. Our credit card was charged regardless. I had to call another hotel that had a shuttle service. This was on May 31, 2025 and I'm still trying to get my money back from IHG. The first thing I asked them was do you have a shuttle to pick us up! The answer was yes. I've called them three times and each time they say they are working on it and admit I was wrongly charged. Three and 1/2 weeks are gone and I'm still calling them. IHG was always my go to when traveling. Never again!!!! I don't even want to give them a one star.

This is about our third or fourth time staying here and no prior issues. My initial rating was 3 stars, but I changed it to 1 star, mostly because of the lack of accountability from the manager who sent me the email in response to this review, but also because of the loud a/c, that woke us up several times during each night we were here. I have a video of it, but wasn’t able to upload it. The other reasons are that they didn’t explain that additional fees may be charged outside of the deposit and pet fee and there was no invoice provided. I actually had to bring the pet fee to their attention, at check in, because the young lady didn’t see it - and didn’t say anything about it. Additionally, the breakfast was not good at all. Omelets cooked too brown, old apples and cold biscuit gravy, and I was misgendered at check in.

I booked a reservation for the one in Barcelona on Expedia. I had to cancel, but they had strict rules about cancellation, so I lost all my money. I asked if I can transfer my rooms to someone else and there was no response. Expedia customer service said that they could not resolve my issue.

The staff at this hotel were fantastic. My husband had to be unexpectedly admitted to the hospital during our stay. The night manager, Mark, and the afternoon manager, Penny, both went above and beyond to assist us. Mark assisted me with getting the ambulance and ensuring I could get back and forth to our room and into my car (I use a wheelchair), and Penny checked on me throughout our stay multiple times each day to ensure we were taken care of. Both went above and beyond to make things easier for both of us. During a storm related power outage, one of the ladies from Housekeeping also assisted me as well. Thank you for making our stay great.

Disappointed and Upset with Our Stay. Our family recently stayed at the Holiday Inn while visiting our son at West Point for Plebe Weekend, and unfortunately, our experience was incredibly disappointing. From the moment we entered our room, we were overwhelmed by the strong smell of smoke. There was no proper ventilation, no fan in the bathroom, and even the shower curtain was so saturated with smoke that it was impossible to escape the odor while showering. To make matters worse, we were on the third floor, and there were no screens or security measures on the windows—an extremely unsafe situation, especially for families with small children.

I wanna give a shout to the employee Marlo. We left another hotel due to some issues and decided to stay at Holiday Inn. I wanna give a huge thank you to Marlo for being amazing. She was very welcoming as we were already very upset about our experience at the Hampton inn up the street. She Marlo really turned around our bad experience. We had a group of 23 signing in and she handled it so well. Has everyone laughing and made it a fun experience. Thanks so much Marlo for your amazing service. I'd have you work for me anytime.

My wife and I went to a funeral in Jackson Mississippi February 5th. We checked in that evening at Holiday Inn Jackson Pearl. After unpacking, tried to turn the TV on. It would not turn on, I called the front desk and reported the problem. Front desk representative came up to our room and checked it herself and determined that it would not turn on. She told us she would have to get maintenance and would call us back shortly. She called back in a few minutes, said she couldn’t get him and that she would continue trying. We left Atlanta at 3 am, it was now 7:30 pm. She called back and ask if we wanted to change rooms. I told her we would stay in room and we would sort it out in the morning.

Rooms were clean. Staff was very courteous. Loved the updated bathroom especially the rainfall showerhead. Would highly recommend. Continental breakfast was as advertised. We were on the fourth floor so noise was. Minimal.

During a 3 day business trip, I had to put up with young adults running up and down the halls, screaming, slamming doors, and knocking on my door (before ghosting down the hall). It was absolutely chaos and incivility for 3 nights in a row. This trip was more like a Motel 8 than a Holiday Inn Express.

We booked directly with Holiday Inn Express in Welland (so I thought) for $184/night. We were charged an extra $84 for taxes and recovery fees which were exorbitant compared to other agents such as Expedia. We like Holiday Inn Express and stay often but I was unable to find anyone, anywhere who would take my concerns seriously. Even head office. It seems that Priceline intercepted my direct reservation on the Holiday Inn Express website. As a long term customer this is totally unacceptable to me so we will not use Holiday Inn Express again., anywhere! There are many hotel options that don’t treat customers this way.

I was charged the amount of a full night. They advertised free cancellation. I had to cancel the 2 night stay because I came down with unexpectedly. I could understand a small fee but to be charged for a full night is ridiculous. I will never stay at another Holiday Inn or any other chain associated with IHG.

Torrington Wyoming Holiday Inn Express steals from the disable. Reserved room, paid for room, then was told elevators are not working and haven't worked for a long time. It's only 18 stairs to second floor. Disable person cannot do stairs. Informed the hotel, called and asked ahead of time person needed elevator. Agree to cancel stay. Refunded card. Then they went and charged another card, after we left. Then claimed we stayed there, which they very well know we did not stay. Won't refund card for their fraudulent charge. Locals call them scammers.

I made my reservations for a room for two nights. I get here tired! The darn computer kept declining my card even though there’s PLENTY money in my account. I even showed my bank account details to them! Transferred MORE MONEY to my account from my savings and it STILL DECLINED! Well I got a BETTER deal at La Quinta!!!!

The room was clean and comfortable at the Holiday Inn 100 Britannia Road East Mississauga, but the staff member who checked me in was not friendly and basically made me feel like a criminal. It is a very rare occurrence for me to write a review, so when I say it was not a pleasant experience, I am not exaggerating. I felt I had to so this so that something can be done to correct it. What I wanted after a full day of travel and work, was to be welcomed at the place where I was paying to stay. Paying, being the operative word here. What happened was far from welcoming. I suggest training for your staff in the art of welcoming their paying guests. Perhaps advise them that an unfriendly (and almost accusatory) attitude is what loses business.

Ariel and Angelica are what a company wants in their employees. Kindness and so helpful in making our stay so great. Best customer service at any hotels we have stayed at ever. Thanks to these ladies.

Stayed at the Holiday Inn Express in Winston Salem NC. After a long flight and no sleep we checked into this hotel that we had booked a month in advance. We then woke up to a call at 11:30 pm stating they don’t know who we are and need to come to the front desk because they have no paperwork of us a staying here. This was extremely concerning but after giving my confirmation number they said ok and hung up. They then proceeded to wake us up at 7 AM to start the whole situation over with again. Then they charge our credit card with another rooms charges.

After confirming a room reservation on 10/22/24 around 10 pm upon arrival at the front desk I was refused access to the hotel. The clerk asked my name which I gave and confirmed it on her computer. I arrived with my wife and small pet who waited in the car while I registered. She requested ID which I provided and then turned me away saying that the hotel does not rent to locals. I live close by but needed a room because of an emergency gas leak at my home. I called the agency who made the reservation who pleaded with the clerk to help me because of the emergency and again was denied service....discrimination is against the law....