Holiday Inn Express & Suites St. Petersburg - Madeira Beach by IHG

Robert made a stressful last day much easier when our grandson got sick. He quickly brought us fresh linens and helped without hesitation, with real kindness and professionalism. We were visiting Florida with our daughter, son-in-law, and grandson, who came from Chicago, and this Holiday Inn Express was a great base for the sunshine and nearby beaches. The property was clean and well cared for, near shops, restaurants, and local attractions, and every staff member we met was friendly and attentive. After more than 25 years working in Franchise Operations, I can say this was one of the best customer service experiences I've had. We appreciated how well we were treated and plan to come back.

The staff were so welcoming, and giving Christmas presents to my two girls made the stay especially memorable. We felt looked after and really enjoyed being here. Our room was clean, the heated pool was perfect, and breakfast had lots of choices. The free beach shuttle was very convenient too. I'd highly recommend this hotel for a visit to Tampa! 🎄✨

The room went unserviced for two days, and we used the same linens for three nights. We chose a hotel at a much higher cost than an Air BNB expecting daily housekeeping and consistent cleanliness, so this was a major letdown. It took repeated calls to the front desk and an escalation to the manager before the room was finally cleaned. We had asked reception at 8:00 AM, but the request wasn't passed to housekeeping until much later. At 4:00 PM the supervisor first declined, then said it would be done promptly. An hour later, nothing had happened. The manager conversation was unpleasant too, with excuses and defensiveness instead of ownership. On the 4th floor, a housekeeping staff member responded to our question about the delay with unprofessional behavior and inappropriate language. The breakfast staff never smiled and seemed unhappy to be there. We don't like judging people, but that was our impression. The location was great, sharing a parking lot with Walmart and just a stone's throw from Dunkin. Breakfast was hot every day, with eggs beyond the usual scrambled kind, fresh pancakes, protein options, and cereal, though the menu stayed the same. The beach shuttle was another plus. Still, the service failures overshadowed the trip. The manager and supervisor didn't seem suited to hospitality roles. We won't return, and feel we should let others know, especially Costco customers paying $$$ for the stay and experience.

The staff have been awesome, really helpful and friendly, and the heated pool and hot tub are great. The location is lovely, though the laundry costs a bit much. The building seems made for tall people, since my 5yo can't reach the sink to wash her hands without help. We just checked in, so this might change. My daughter wanted a shower, but the drain wasn't working well. I unscrewed the plug and found what looked like hair that had never been cleared out. There was more I couldn't pull free, though at least it drains now. Super gross. I'm sure it'll need snaking soon. Good thing I had disposable gloves. 🤮