Holiday Inn Express & Suites Alabaster by IHG

The pool was out of order because it was in disrepair, which was disappointing. Still, the staff were pleasant and helpful throughout our stay, especially Tasha, Trenton, Kyle, Jessica, and Sandra. The hotel put us on the top floor to limit noise from upstairs neighbors, which we appreciated since our stay stretched to about a month while work was being done at our house earlier this year. We hadn't expected it to last that long. The location made things easy, right behind the shopping center and next to the interstate. We didn't make it down for breakfast often, but when we did, it was nice. The rooms were clean, the beds comfortable, and the shower had great water pressure.

I left and went straight to another Holiday Inn in Pelham down the street. They politely showed me two clean rooms, I chose one, and the customer service was amazing. I had a pleasant stay there. At this hotel, though, the front desk clerk was rude and dismissive from the start, and the room I was assigned was filthy: stained carpets, rust on the metal door frame, chunks missing from the bathroom wall, hair all over the floor, and trash piled in the hallway. I asked to see another room before deciding whether to stay, but the clerk refused and said I would “contaminate the room,” even though I asked her to escort me. That made no sense to me, since housekeeping goes in and out of rooms every day and the room I'd seen was already dirty. They apparently called the general manager, who also refused to let me view another room. That doesn't suggest a well-run location or much concern for guests or cleanliness. This was the worst Holiday Inn I have ever stepped into. People shouldn't have to accept these conditions in American hotels. Customers deserve basic courtesy and a clean room.

After eight hours on the road towing our 30 foot RV, we pulled into the back of the hotel, where at least a dozen parking spaces were empty. The manager, Brooke, came out and told us we couldn't park there, saying her manager would “kill her” if she let us. It was Sunday night, nobody else was around, and we were told to park across the street instead. We're both disabled, and the parking lot entrance has a terrible angle. I wonder what her managers would think if we fell in their driveway while bringing in our things. Nope, we're never staying here again, and we'd suggest staying far away too. If this is their approach to customer service, they have a lot to learn.

The employees were sweet and had the spirit of Christmas, and the breakfast was so delicious that even my hard-to-please love ❤️ was completely satisfied. The whole environment was lovely, and I was completely satisfied too. We'll definitely return on or before Christmas 2026, and I'll most certainly recommend it. Stanley Esukpa