EXPRESS BY HOLIDAY INN

I’ve stayed at this Holiday Inn Express on Hughes Ln many times over the past several years and have generally had positive experiences, which makes this situation particularly disappointing. During a recent stay (Room 432, late February 2026), I encountered live roaches in the room and made the decision to check out immediately (2 days into a 4-day stay) rather than remain in those conditions. When I checked out, I asked the front desk clerk, Lydia, if this had been reported before and was told it was “not the first time.” The following day, I expected some outreach from management but did not receive any. I then made multiple attempts to speak with the manager and initially was unable to reach him. When I did eventually speak with the manager (Cal), I was told the issue was not isolated and related to their pest control vendor. He also mentioned he had attempted to contact me but did not have my phone number, which was surprising given that my contact information is typically provided at check-in. What has been more concerning than the initial issue itself is what followed. As a Diamond Elite member who travels frequently for work—and whose company regularly uses IHG properties—I attempted to resolve this through the proper channels. I engaged with IHG Diamond Services beginning January 30. They did respond initially and indicated they were waiting on input from the hotel, but the matter remained unresolved. I continued to follow up and eventually requested executive-level review. Despite multiple attempts over several weeks, I did not receive any acknowledgment or response from the executive team, and the case ultimately stalled without resolution. I don’t write reviews like this lightly. I’ve stayed at this property many times and typically have no issues. However, encountering a serious room condition and then being unable to reach resolution after nearly two months is not what I would expect from a brand like IHG. I hope this feedback is taken seriously and leads to better handling of both property conditions and customer concerns going forward.

We stayed at this hotel and had booked 11 rooms. In the morning, around 10 a.m., even though the checkout time was 11 a.m., the key cards for all the rooms suddenly stopped working. This caused a lot of unnecessary hassle during checkout. The lady at the front desk was rude and claimed the issue was caused by “mobile magnetism,” which made no sense and didn’t seem like a valid explanation. She didn’t apologize even once and instead acted as if the problem was our fault. Overall, it was a very frustrating experience, especially during checkout, and the staff’s attitude made it worse. I will avoid this place in the future at any cost.

My family and I stayed at this hotel and the most sweetest girl checked us in I believe her name was Venessa great hospitality will be coming back foresure