Holiday Inn Express Reviews 

We have a weekly RPG club event at the Holiday Inn Express in Apsley. The staff are always generous, friendly, and outgoing. Last Thursday Feb.27 they really made an effort with their service and I wanted to point this out. Really well done!

Hotel in Saugerties NY
Misrepresented hotel cost by leaving out tax amount and then charged my credit card for the quoted amount plus tax plus deposit TWICE!!! Spent about 8 hrs on the phone with IHG customer service to get the charges corrected. Hotel mgr told so many lies that it required repeated sending of documented charges to IGH to get issue resolved.
Also there was a large family of teenagers and young children who yelled until 11 in the lobby.(Our room was on the first floor) It seemed as if they lived in the hotel the way they acted that evening and at breakfast. ( this was noted by others on other review sites as well, )

Holiday inn express Birmingham
Absolutely brilliant, clean safe & close to all the major arena & concert venues

Customers are made to feel safe due to key card access to lifts which is excellent
The rooms are clean spacious and well maintained,even the supplied soap & shampoo are high quality brand items
Rooms have iron, ironing board & hairdryer supplied which again is a nice consideration for travelling
The bed was really comfortable and there were 3 pillows to choose from to suit even the picky sleepers.

The restaurant breakfast had a wide range of serving and for those that have allergies there are special considerations and provision of gluten free cereal & bread along with non dairy milk options which again marks a significant difference to those with dietary requirements and is really welcome

The staff were welcoming polite and extremely helpful

This will be our default booking place for future trips

I was extremely happy with my staying at the Holiday Inn express in Longmont Colorado. The front desk was extremely helpful. Nice, especially Connor I think this might’ve been one of the best days I’ve ever had at a hotel the room was huge and spotless. Everything worked. They deserve five star.

Amazing staff. (Hilarious too). Environmental, atmosphere everything feels good about this hotel [Sunderland this weekend].
So clean I banged my head on the shower door as I thought it was open!.
Really, really clean. Smart rooms. Will report back on breakfast tomorrow bur pretty confident it will be good considering standard so far. We'll done!

I paid for parking at your Brentwood holiday inn and was charged £29.99 for streaming services. This is clearly a scam.

Spoke to the ops manager who was quite dismissive. He has not responded to my second call this morning.

You have 24 hours to call or I will be lodging a formal complaint

Booked a family room for my husband, 13yr old son and myself. Room was very small. Had a double bed and a pull out bed which took up all the space. No room for the suitcase. Had to open it on the floor by the door. No storage so had to put things on the floor next to the bed. Beds were comfy. Floor was full of stains. Bathroom was clean.
It was in a great location. Perfect for us. We used the DLR to get into central london.

made a reservation with holiday in express in Walton Ky. When we made the reservation we needed a handicap shower room preferably on the first floor.
When we arrived on Feb. 5th we got to our room and there was no handicap shower. There was a Tub which I can't get in and stand. Second there was no heat. We froze all night as the heater blew nothing but cold air. When we got up my wife tried to make coffee and the coffee machine did not work. So she get dressed and had to walk down to the lobby to get a cup. When she went to take a shower she found out the drain was stopped up and she stood in calf deep water to wash herself. Now We have always stayed at Holiday Inn hotels as they were always the cadillac of hotels. I did find out that They had sold to some company out of the country now so they are not even American owned. This kind of this must stop. You can't sell your business to some filthy person from outside the U.S. They don't think like we do and they do not care about cleanliness or customer service. Now we well NEVER stay in any hotel in this country as there is not one that I know of that is American owned.

Exeter, Tudor St. One of the two lifts was out of order. Staff seemed to be going through the motions and didn't really seem to engage with customers. TV didn't work. skirting boards had damp rot near window. I asked for a room with a bath, but got a disabled wet room. Room was stiflingly hot despite turning the heating right down. On the plus side, I did however have a quiet nights sleep and the bed was comfortable.
Dining room was chaotic with nowhere to sit for breakfast, and is clearly inadequate for the size of the hotel. English breakfast was self service, with the usual cold baked beans and leather-like bacon. Well positioned for town centre and parking is easy to find. The first time I have used this Chain, and probably the last I'm afraid. It's back to Premier Inn for me.

Doors out front in lobby are all broke or something as the noise they made was so loud it kept us up all night. We parked our car here as they said they had a driver to pick us up at the airport. We called them that afternoon to let them know we would be there about 9pm they said call us when you get in.
We did just that only to be told the driver had a personal problem and needed at least an hour maybe two before he could come and get us.
We got a taxi and went into the lobby to let them know we where picking our car up and their sat the driver behind the desk on the phone with his legs on the desk! We were not happy having to pay a taxi as this guy had his personal problem. I will not be using holiday inn again for any of our trips. This happened at the holiday inn at airport in spokane wa

We have stayed at this hotel on several occasions to visit family. The rooms are always clean and comfortable and it is situated nice and close to bars and restaurants. The staff are friendly and helpful. It is worth booking direct with IHG in advance to get the best rates.

Stayed as part of a group in the Holiday Inn, Snow Hill, Birmingham. Experience was particularly poor with the following being experienced.
Out of 4 rooms booked, only 1 was ready on arrival, the remaining were not ready until the evening meaning basic requirements like washing and getting ready was all undertaken by 8 adults in 1 room.
The hotel seems to support the UK migrant policy. In itself, no issue until you try to move around the hotel and then it becomes pretty cramped as most of the guests are not going out of the hotel. You need to plan to use the lifts as you can wait a good ten minutes for a space.
Two of the rooms that we were allocated were reallocated to someone else. This led to strangers walking in the room at 0200hrs which you can imagine was a bit of a shock. The occupants of that room were so unsettled by the experience, they spent the remainder of the night on the floor of a friends room. SHOCKING SECURITY when you don’t know who is walking in. The people had room keys!!
You need to have a very assertive approach to the breakfast restaurant. The weak miss out due to the guests piling their plates up which resembles the last supper. If you do manage to grab something, you will probably eat it standing up as searing is taken by those that are camped in there 24/7. I chose to eat out even though I paid for the breakfast.
Overall a really bad experience.

The room itself was cosy and clean, although the fan heater was very noisy and had to be switched off at night. Whilst this location is ideally located (approx 20 min train ride to JFK Airport and 40 mins to central Manhattan), the area where the hotel is, is incredibly deprived and felt very unsafe. On day one at check in, I even observed the hotel employee allowing two individuals, who were clearly under substance influence, into the building and handed them the bathroom key. Very scary.
What is worse though, is the customer service.
It's too detailed to go into, but to summarise the hotel charged my corporate credit card for this personal trip without permission. I have spent the last two months trying to get them to change the payment type, and the response to my contact has been the hotel manager emailing me from his personal email address asking for my credit card details. When I refused this unsafe and unprofessional solution, he has ignored all contact since.
To compound this, I have added the corporate liaison team on cc to all my emails, who have done nothing.
I will genuinely never book a stay anywhere in the world with this organisation again.

I would like to share a story that I feel extremely angry with each time it pops up in my head.

I booked a two-week stay at Holiday Inn Express -Glasgow Airport due to work on 1 September 2024. After about 5 days I realized I needed to live in Paisley town for my work. So I tried communicating with the front desk about checking out earlier with a refund for unused days. They always said that was okay, and I just needed to contact Bookings for approval. I did that as suggested, but then went into their game of kicking balls, the hotel saying ‘we didn’t receive Bookings’ agreement’ (what? I called Bookings and made sure it agreed and contacted the hotel) and Bookings saying ‘the hotel didn’t agree with your earlier check-out’ (what? I talked to the front desk at least three times and got their positive confirmation). Until the last communication with them, I got to check out earlier (already after a week since my first request). And at the front desk, I got the CONFORMATION that I would be refunded for the last few days that I didn’t use!!

After 6 weeks, nothing has happened. I called the hotel, with a reply ‘you need to contact Bookings’ and ‘ you can’t get refund for the accommodation you didn’t use’. See? The kick-ball game started again. After another call to Bookings, the customer service was so kind, my feedback ‘is important and they will pay the most attention to my request and solve my problem’. Now it is 2025, I haven’t got any reply from both of them.

I really don’t want to use the f-word, this was how I was treated by the hotel and Bookings. Definitely this is the most terrible thing in my life with a hotel. I feel very confused: if I could not check out earlier, why did you the hotel keep lying to me by telling me I could? And why did the hotel tell me I can check out and get refunded for unused accommodation?

So my general recommendation is to never make bookings with this hotel if you may run into any such affairs.

Refused me a refund of £60 even though this was a booking error by booking.com and was cancelled within minutes of receiving the incorrect date on the email confirmation.
Is this a great way to treat your customers Mr Simon?

Currently staying in the Holiday Inn on Oxford Road, in Manchester.
I checked in this evening to an absolutely freezing room, and turned the heating up… after about 45 minutes, it didn’t fell any warmer, but I was rushing to get out to meet friends!
When I came back, it was still freezing... but as my key card wasn’t in the slot whilst I was out, I assumed that was the reason.
After about an hour after laying in bed, still absolutely freezing, I called reception.
They then informed me, that despite having a thermostat in my room, they control the temperature centrally!
So I have been sat here freezing for an hour in my room as I have no control over the temperature.
When I called reception because I can’t sleep as it’s so cold (it’s now 1:15am), they told me I should have phoned them earlier… even though I thought the thermostat in my room was controlling the heat. They then said it should warm up in about 30 minutes!
Shocking way to try and save money!!!
Unbelievable!!!!

Stayed at the Holiday Inn Express Southampton West (Redbridge). We arrived to no water, not anyone's fault. However, this turned into no water for the entire stay nor were they able to provide food (due to no water). On departure, we asked for a discount (it was a prepaid stay) as we couldn't shower, hadn't been given any bottled water for our room nor did we receive our prepaid breakfast. They point blank refused! They said claim via Southern Water. I explained that my contract was with them and not Southern Water. I am sure that Holiday Inn Express Southampton will be applying for compensation so why do the customers not get a refund? The manager Paul who has responded via Social Media has not addressed this complaint at all!! Disgusting behaviour. Oh and by the way... They were still open and 'cleaning' some rooms ready for the next customers (didn't seem very sanitary, cleaner had a jug of water) and by this time, it was known to be a longer term outage!

My family booked a stay on 21st November as a Christmas present for the Liverpool central hotel. They have had nothing but trouble since the booking has been made. Charged twice for 1 room costing nearly £600 as a result of it! Been told twice the money will be refunded and this has still not happened (26th December). Left on hold for 40 minutes, hung up on several times. Directed to a manager for the line to be cut off 4 times. Staff are extremely rude and still not resolved. Staff on a 2 hour break not returning calls. After being told by a manager it had been refunded on the 26th December, I was told by the manager that he had done me a favour. Laughable, a favour… returning stolen money that was not authorised to be taken, but then for it still not to be returned. Are management at the Liverpool Central hotel running some sort of scam and pocketing customers money? Do not book with this hotel brand. Absolutely shocking. Will be taking them to the small claims courts. IHG you should be ashamed of yourselves robbing people and then refusing to put it right! Passing people from one person to another intentionally so it never gets resolved. Well unfortunately for your company, this will not go away no matter how much you try to pass the book. All calls are recorded on your side, have them ready won’t you. I will certainly be recording all future correspondence for court just so you are aware

Booked a room which we thought was a king size only queen size, got stuck on the elevator for 1/2 hr
phone in elevator didnt work. had to use my cell phone to call front desk.. who hung up on me 5 times
she kept on saying to jump up and down to get the elevator to move.. very inexperienced front desk person
do not stay at hoilday inn

I booked an accessible room as I have a disabled wife who is unable to walk. I had stayed at the HIE in Poole which I rated very well, fine clean bedroom with good sheeting, excellent wet room bathroom which was ideal for my wife.

The stay last weekend at the HIE at London Sutton was a disaster. Large bedroom with an incredibly small double bed. On entering the ensuite bathroom, fully expecting to see a wet room, I faced with a bath which was no use whatsoever for my wife. Went to reception thinking they had allocated the wrong room, only to be told this was the accessible, no wet rooms at all. So if you are wanting a wet room environment this is not the hotel for you. We had no option other to stay and except what we had, I was given a totally refund the following morning. We will not be going back.