Holiday Inn Express

Holiday Inn Express

 3.0/5 (799 reviews)

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Page 1 Reviews 0 - 10
Verified Reviewer
Original review: Dec. 29, 2022

I was treated awful! I made it known when I called I would I needed a room that had an adjacent room for my 30 year old daughter near Midway Airport. She needed to get a flight back to Atlanta. We were there for our Mother's funeral. I was assured (because I asked several times - at least 6 times), would I have a room adjacent to my wife and I. I was told I would and they saw no reason why I would not. I also asked about parking fees, and again, none were disclosed. Nice clean hotel, no complaints about that. But when my wife opened the door adjacent us, there was a couple in the room in the bed. She was, and is still startled.

I went to complain about it to the front desk. The lady, her name was Yvonne, stated that I booked the hotel through Expedia and not through Holiday Inn and I was their guest and they (Holiday Inn) were hosting me. I showed her the page on my phone that clearly said Holiday Inn Midway Airport. She reiterated I booked through Expedia and it was nothing they could do. AND, the people who were in our room called on us to say we had opened their door! Who is this unintelligent to give free access to two rooms without a key? Someone could have been SHOT and KILLED. Still, more spin. Your fault, not ours. I am then getting and angry, keep in mind we are grieving the death and burial of our mother. She shows ZERO (0) sensitivity. She could care less. It was our fault.

We never knew we were talking to a third party booker. We asked, "Could we speak to a manager." She stated she was not there, but she would tell us the same thing. By this time I am fully enraged and cursing (less than 24 hours after putting our Mother in the ground) that the experience was horrible! Please do not go to this hotel! In addition, there were charges put on our card because we were accused of using taking items from their pantry. My wife had to physically show her the items that were brought in BEFORE we came in. Apparently there is a sensor or something that goes off when you used the pantry. "Did Expedia do that?" I sarcastically asked.

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Verified Reviewer
Original review: Dec. 28, 2022

I was in Columbus Ohio...Staying at the Holiday Inn Express 4041 Hamilton Square blvd in Groveport...They really treated me like family from day one...whether it was a friendly conversation at breakfast or in the hallways...the staff was very friendly..Ms ** Serving breakfast to the head Housekeeper Marleane...Didn't want for anything..while there...I can honestly say that by far the best.

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    Verified Reviewer Verified Buyer
    Original review: Nov. 3, 2022

    Walking into the lobby, after staying at Hampton Inns, was like walking into a high school locker decoration of a hotel lobby... In other words a child's idea of what a hotel lobby might look like. When I got to the front desk, I found it a little unusual that one person stood sideways with her back to a video log screen of at least 12 cameras or so around or in the property. She was not the person who would help us and didn't really acknowledge us until we were engaged with speaking to the second woman at the desk. I told her my name. When she asked for ID, I said that the room was reserved under the credit card of my friend and had my friend offer his ID and credit card as he had at every other hotel. She recoiled. She said no. She wanted the ID for **...the last name the room was reserved under. That was a first for me but caused the front desk person to seem suspicious of me.

    The friendly conversation grew short and she gave me my keys. She told me which direction to go. As I started to turn my wife entered the lobby with my Service Dog. She had the nerve to say to her co-worker, in front of me, "look at this." I explained that it was my wife and my Service Dog. She clearly didn't believe me as she repeated back, "That's a Service Dog?" Yep. It is. She did not ask any of the legally allowable questions about what she does for me focusing instead on the dog's size. The dog was not barking and was walking in lockstep with my wife. She was wearing her Service Dog vest.

    As soon as we got to our room, I noticed that it appeared that someone had attempted to break in to the room at some point in the past. The wood was chipped off right at the door lock. Then we noticed that the room smelled like tobacco smoke. One of the Keurig cups with coffee maker was already skewered open. It had not been used but it had clearly been punctured top and bottom. Above the Keurig was an architectural design. It was like a chimney with no outlet. It created strange echoes and held in every smell. This explained the tobacco scent when we came in except that it was a non-smoking hotel. The air conditioner filters were dirty. (We cleaned them so we could breathe better.)

    The tub looked dirty. We soon found out that this was because the water in the bottom of the tub pooled instead of draining. It was slippery and slimy underneath. We were forced to wear water shoes in the shower...something I don't have to do at campsites! The sink was cracked. Even the soap at the sink is inconveniently all the way past the sink. And good luck finding the hand towel while you are standing at the sink. They are below the sink, at your knees. The hotel knew that four people were checking in to the 2 queen bed room. They had provided us with enough towels for 2 people. The breakfast that Holiday Inn Express prides themselves on was nothing special at this hotel.

    Response from the owner. "Thank you for taking the time to give us your feedback; I am sorry you felt that our staff did not take well to your service dog. I did review the the cameras from your check in; it seemed the staff was very happy to see your dog, During review of the footage, I did time the conversations of General manager and desk agent with two of your party to about 12 min, followed by the 4 min of the admiring your service dog. After talking to our Gm and desk agent, they recall much of your conversation, about loving driving in NJ compared to MN and comparing driving in different city's such as LA, NY, MA, and how your service dog is a living crane to assist with mobility. We would have been more then happy to fix any of your issues with your room if they had been brought to our attention." Anthony **, Guest Relations Manager.

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    Verified Reviewer
    Original review: Oct. 5, 2022

    IHG Gold Elite member, very experienced with Holiday Inn… Many reviews read after our stay in Globe, AZ validating our experience. Upon check in was told that the elevator was broken due to a power outage a week prior. It’s been broken for years… along with the hot tub, ice machines, access pads, you name it. Asked for a 1st floor room, nothing available. Lots of complaints from elderly and handicapped folks carrying luggage up the flights of stairs. I tried holding my breath up the stairwell, it smelled foul. Hallway was filthy. This smell throughout the hotel went back to 2019 according to other reviewers. Room was dirty, missing linens. Bugs, cockroaches everywhere.

    We slept in our clothes on top of the covers. My wife did not feel safe here. Bed was hard as stone. IHG offered 10k points as an apology (not enough for 1 night). I turned them down…Switching brands. Corporate responses to similar complaints are all the same and went back years, but nothing seems to have improved. Very disappointed in this brand.

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    Verified Reviewer
    Original review: Sept. 29, 2022

    Booked online and pre-paid with Priceline for wrong room type. Cancelled reservation and made new one for room type I wanted. Got to Hotel In Lawrenceville, GA went to room and they put me in room that I didn't book and it was not very clean. Went back to front desk. The agent tells me they are booked up and that's all that is left. I explained I booked several weeks prior to my arrival. How you can't accommodate me? The level of respect that they give to 3rd party reservations is terrible. I paid in advance and should of been guaranteed my room. Stop overbooking in the hopes someone cancels at the last minute. I have stayed at this location before and no issues. The carpet in the Hall was dirty and the room was not fresh and seemed that it wasn't sanitized properly. This was the worst vacation I ever had. Will not stay here again.

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    Verified Reviewer
    Original review: Aug. 2, 2022

    Holiday Inn Express, Pembroke, Ontario, Canada. We arrived around 4 pm Sunday afternoon and registered at the desk. We were told the room was not ready and that the cleaning staff were working on it. I asked when the the check in time was. We were told 3 pm. We were told dismissively to sit down. I asked to speak to the manager. We were told he was unavailable until Monday. I asked to speak to someone in responsibility as the young woman I was talking to was curt and being defiantly obstructive. She declared there was no one in responsibility. She again told us to sit down.

    I asked for access to phone so that I might call Holiday Inn 1800 to speak to someone in responsibility’s and that was denied. I asked for a card with the manager's name on it and a contact number for corporate complaints. She gruffly extended her arm in the direction of a card holder on the counter and exclaimed ‘there’. The card had his name but no 1800 number. With that she sang “have a nice day” as she turned her back.

    At 4:40 pm we were given cards to room 410. In the room on the Holiday Inn scratch pad was a 1800 number. I called and after being on hold 20 minutes eventually spoke to a young woman who said she documented the above story. I reiterated that it was the delay I objected to, but the dismissive rudeness. She related, after a pause, that she called the inn and that a message would be given to the manager who would contact us first thing in the morning. No incidents number was given to me.

    As we left at a bit before 10am I asked at the desk if I could speak to the manager. The young woman at the desk feigned to not know if he was in and got and walked into a nearby room, exited a few moments later and declared he was preparing for a conference call. The door slammed shut behind her. She offered no other time for us to talk. At 2 pm I called the 1800 number and opted for a call back when it suited Holiday Inn. A call back occurred at 2:30 but I was immediately placed on hold for another 15 minutes, and I gave up.

    At 4pm I called again and eventually spoke to a young woman named Edwin. She said there was no record of my previous contact and I repeated the whole story again. She insisted that as I was still in the hotel the manager was obligated to deal with this. She assured me she would call the hotel and he would contact me. I informed her I was leaving in the morning. She said it was 3 pm and there was time. At that point it was actually 5 pm. I never received any call from the manager.

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    Verified Reviewer
    Original review: June 15, 2022

    On Memorial Day weekend 2022 we stayed one night in Omaha NE Central location on Dodge St. While unloading our luggage, the wheeled cart supplied by the hotel rolled away on the inclined driveway and when my 70-year sister grabbed it, it spun round and hit her in the face causing her to bleed profusely. Upon entering the lobby, no one was at the front desk. I cried 3 times for help. We needed something to stop the bleeding which was running down her face and covering her chest. Finally, the clerk came and got her a wet cloth. The reaction of his co-worker was her dismay that someone was bleeding on 'Her" floor.

    We got no assistance and decided to go to the emergency room. The median/island in the street outside demanded we travel miles in the opposite direction to make a U turn and come back. We were so frustrated trying to find the ER. I stopped and called 911 for directions. They said we were not far away and by then with pressure she had gotten the bleeding to stop. We were near a pharmacy, so we chose to go there for bandages and supplies. I trust the logical and responsible thing for the clerk to do would have been to call 911 and have her wait for help. They were helping with directions when we returned...but not before.

    When we returned to the hotel, we were informed they would fill out an accident report which they did after we went to our room. I suggested that since my sister was quite distraught and disoriented, they could at least comp the room since they had done nothing else. The clerk was talking to management at the time. He asked my sister later for her ID to add to the report, then she asked, "How can you file a report? You were not present and do not know what happened." He went based upon what we stated. Since then, my sister has attempted to get some reaction from management as the clerk promised and absolutely no reply. Thus, she is contacting an attorney to pursue the matter. Others should know that the prices the hotel chain charges do not ensure good service.

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    Verified Reviewer
    Original review: June 5, 2022

    I have been staying at Holiday Inn Express (Formerly Red Lion) on my trips to Portland during the past 4-5 years. While I find it to be a great, convenient location, I must also mention the services of the hotel has been outstanding. During most of my visits, the front desk staff members Ms. ** and Mr. ** has always helped me with all my needs to a point where if I owned a business in Portland I would offer them a job. During these unusual times we live in, Holiday Inn is lucky to have such quality employees. I also feel the overall image of the hotel has enhanced with the new franchise.

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    Verified Reviewer
    Original review: May 30, 2022

    I noticed two authorizations in the middle of the night on my debit card. I called my bank immediately. After I got off the phone with them, I thought I would be courteous and give the hotel a chance to retrieve their money from the thieves using my card for two of their rooms for two nights on a stolen card number (I had my card in my hand). Knowing this business would not only lose the funds from my chargeback claim plus losing the money for the rooms. I thought I would do a nice thing for them. The auditor said he would tell the manager. The authorizations did not process that night so my bank did not finalize the provisional credit which takes 10 business days.

    Now, it's two weeks later, 3 days 'til the end of the month and I logged in to my home's leasing site to make a payment. Processed. Now I log into my bank and now sits two charges for two hotel rooms from Holiday Inn Express South Padre Texas. I call US Bank. Well, guess what, since those charges didn't process then, the provisional credit wasn't processed at that time. US Bank can't do anything. Nothing.

    All they can do is "request" the case manager to process an expedited request that will be 24 hours AFTER the 1st since it's a holiday weekend and big fraud caseworkers don't work on the weekend, especially a holiday weekend. I thought I was doing a nice thing for this business but apparently, this business knew it was a fraudulent charge, was told it was fraudulent and not only let the thieves go but charged me two weeks later knowing it was a fraudulent charge. I called the hotel again today but the manager was not there so I could not find out why they processed this charge anyway. And US Bank, I'm closing my accounts. I can't believe a bank this large is unable to post a provisional credit for 10 business days.

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    Verified Reviewer Verified Buyer
    Original review: May 26, 2022

    I had a prepaid reservation for a 2 Queen beds room at the Holiday Inn Express Hotel & Suites in Belmont, CA on 5/21/22 for 2 nights through T-Mobile Travel (aka Rocket Travel, Inc.) (Confirmation Code **) but when I checked in, all rooms were booked and they only had 1 King bed. When I stated I had a 2 Queen beds reservation, the front desk clerk stated that their reservation system did not show I had a 2 Queen bed reservation but instead showed "Open room" so I had no choice but to accept the King bed room #311 which was completely unacceptable. When a room type has been reserved and pre-paid, I expect this room type to be "reserved". I don't know who (T-Mobile Travel or Holiday Inn Express Hotel & Suites) messed up but hotel guests should not have to deal with their error.

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    Holiday Inn Express Company Information

    Company Name:
    Holiday Inn