Holiday Inn Express Hotel & Suites Brighton

Floor and room smells awful. Asked to move rooms which they did and it was even worse. Bathroom is disgusting and unclean. Ironically the reviews on the IHG app are sooooo much better than on trip advisor.. They are incentivize people to leave a positive review by offering reward points.

DO NOT STAY HERE. I have stayed at Holiday Inn Express for forever and this was one of the worst experiences I have ever had. We had NO water coming out of the bathroom sink. We were given water bottles to use instead. When I called the general manager kyle looking for some compensation for the inconvenience of not have a basic need...water, I was only offered points. He was incredibly unhelpful and then wondered why I was angry...he wasn't angry. Why should he be???? On top of no water, the phone didn't work there were stains on the carpet and couch and when we went to "breakfast" first thing they had no milk.

As a Platinum member of the IHG loyalty program, I feel I am familiar with the brand’s standards and what guests should expect. I usually give positive reviews because everyone can have an off day, but this concern goes beyond a single experience—it’s about consistency and trust. This hotel has chosen to disregard IHG brand standards by removing in-room coffee service. I confirmed with IHG corporate that in-room coffee remains a brand standard and can only be temporarily removed due to local health concerns—and only until the health emergency ends. Based on the front desk statement (“We don’t do that anymore”) and the placards on lobby coffee machines, this is not temporary. It appears to be a permanent decision to avoid brand standards. Why does this matter for the loyalty program? Customers join loyalty programs expecting consistent service across all properties under the brand. When customers encounter too many deviations from brand standards, their only real recourse is to look for something better.