Holiday Inn Express & Suites Phoenix Airport by IHG
🏨 Hotels & Travel · Phoenix
Really bad. I’d tell people to avoid it.total experiences
replied on google
Most reported issues
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Experiences
Room humidity, poor cleanliness, and restrictive pet policy.
Business reply on Google
Hi Ana, We're truly sorry to hear about your experience. It's concerning to learn about the issues with the room's condition and the pool. We understand your frustration with our pet policy as well. Your feedback is invaluable, and we are committed to addressing these concerns to improve our services. We hope to have the opportunity to provide a better experience in the future. - The Staff at Holiday Inn Express Phoenix Airport
The hotel is old, small, and dirty.
Staff member was unhelpful and hung up during a verification inquiry.
Business reply on Google
Dear Julio Rodriguez, Thank you for your continued loyalty and for sharing your feedback. We’re sorry to hear about your disappointment. We understand how frustrating it can be when policies change or identification requirements prevent a smooth check-in. Our team is required to follow our ID verification policy consistently for the security of all guests. We appreciate your past stays with us and regret that this experience left you feeling let down. We hope you’ll consider giving us another opportunity to welcome you back in the future. Sincerely Carla Medina-Reeves Front Office Manager
The hotel room was infested with ants and had damp carpeting.
Business reply on Google
Dear, Jerrod Strong, Thank you so much for taking the time to share your feedback with us. I am truly sorry that your stay fell short of your expectations and left you feeling disappointed. Please know that we care deeply about the comfort and experience of our guests. Cleanliness and maintenance are incredibly important to us, and our team took immediate action to address the specific issues you raised to ensure they don't happen again. I understand we weren't able to reach the resolution you were hoping for regarding compensation, and I am genuinely sorry for any frustration that caused. We truly value your feedback, as it helps us learn and take better care of our guests moving forward. We wish you nothing but the absolute best in your future travels and hope we might have another chance down the road to welcome you back and give you the warm, seamless stay you deserved. Sincerely, Holiday Inn Express & Suites Management
Hotel refused to reschedule reservation after flight cancellation
Staff failed to assist with reservation issues leading to financial loss.
Business reply on Google
Dear Virginia Almeraz, Thank you for sharing your feedback with us. We’re sorry to hear about the frustration you experienced while trying to resolve your reservation. Please note that the hotel is not able to modify or make changes to reservations booked through third-party websites, as those changes must be handled directly through the booking provider. We understand how disappointing this situation was and appreciate you bringing your concerns to our attention. We truly hope you’ll consider giving us another opportunity to welcome you in the future. Sincerely, Carla Medina-Reeves Front Office Manager
Hotel downgraded room type without informing the guest during check-in.
Business reply on Google
Dear Joe Spilman, Thank you for taking the time to share your experience. We sincerely apologize for the frustration and disappointment you encountered during your check-in. The situation you described regarding your room type and the communication at check-in is not the experience we want any guest to have. We understand how upsetting it is to arrive and discover that the accommodations reserved were changed without being clearly communicated. While room availability can occasionally require adjustments, we should have been transparent and proactive in explaining the situation and discussing available options with you at check-in. We regret that this was not handled appropriately. Your feedback regarding both communication and service has been shared with our management team for review and follow-up with the staff involved. We are committed to improving our processes to ensure situations like this are handled with greater care, honesty, and professionalism in the future. We truly appreciate you bringing this to our attention and regret that we did not provide the level of service and trust you expected from us. Sincerely, Carla Medina-Reeves Front Office Manager
Hotel failed to provide requested room types and staff were unhelpful.
misleading room upgrades, unheated pool, and undisclosed parking fees
Unprofessional staff behavior and long wait times during check-in.
Front desk staff was rude, unprofessional, and harassed guest via text.
bedbugs found in roll away bed and unfriendly staff
The hotel charged the guest for a fraudulent smoking fee.
unjustified smoking fee charged and poor housekeeping service provided
Business reply on Google
Dear Abby George, Thank you for your feedback. We have a strict non-smoking policy to ensure the comfort of all our guests, and charges are only applied when our team identifies evidence of smell of smoking in a room. However, we value our guests' satisfaction above all else. As a gesture of goodwill and to resolve this matter amicably, we made the decision to waive the fee and process a full refund. We hope this clarifies our position and demonstrates our commitment to a positive guest experience.
Hotel lacks contactless payment and in-room coffee amenities
The room thermostat failed to maintain the requested temperature.
Business reply on Google
Dear Brandon George, Thank you for sharing your feedback. We’re truly sorry to hear about the discomfort you experienced with the room temperature during your stay. We understand how important a good night’s sleep is, and we apologize that we fell short of meeting your expectations. Our goal is to ensure every guest feels comfortable and well-rested. We take your comments seriously and will look into the thermostat and wall unit settings in your room to ensure everything is functioning properly and clearly labeled. We look for another opportunity to serve you in the future. Thank you again for your valuable feedback. Sincerely, Carla Reeves Front Desk Manager
The room lacked a coffee maker and had a faulty air conditioner.
Room had noisy air conditioning, dirty carpets, and no coffee maker.
Business reply on Google
Dear Scott S, Thank you for taking the time to share your feedback. We’re truly sorry to hear that your stay did not meet your expectations due to the absence of a coffee maker in your room. While our rooms currently do not include individual coffee makers, we do offer complimentary freshly brewed coffee 24 hours in the lobby for all our guests. Coffee makers are available upon request. We understand that convenience matters, and your comment has been noted as we continuously explore ways to enhance the guest experience. We appreciate your stay at our Hotel and hope to welcome you back for a more comfortable visit in the future. Sincerely Carla Reeves Front Office Manager
Front desk staff provided rude service and incorrect upgrade policy information.
Poor room service, unclean floors, and substandard breakfast quality.