Holiday Inn Express Georgetown

I had a terrible experience with this hotel. I have had status with the chain for over 15 years now. My internet was down at home because of the storm and optimum was working on it. I work from home. So, decided to drive 6 miles to this location to check my work emails from their internet. I was told no because I was not a guest. I called IHG corporate and was told it is up to each location to provide their own rules. Someone left a message for me and said they would call again. Nothing back. No thanks.

A pipe burst in the middle of the night meaning there was no hot water so everyone in the hotel took cold showers. There was no sense of urgency by this place. A plumber should have been called out on an emergency basis to ensure the customers had warm water in the morning. There was no help whatsoever offered by this hotel for the burst pipe. And while they thing it might be out of their hands or something they can't control, the reality is they could have provided notice to the customers or moved people to a nearby hotel. When I asked the front desk receptionist about the hot water situation, she simply said "I know." While I don't expect much from an Holiday Inn Express, I do expect that they will take ownership of the situation and provide options for their customers. I will not book here again.

After a 10+hour drive (grumble grumble) we arrived at the Holiday Inn&Suites. At the desk was Matthew. He was very kind, shared our humor and even helped us pick a room that suited our requests. He even treated to an ice cream. He, Mac (female) and Mac (male) treated us at honored guests. Highly recommend this site and big kudos to the staff