Holiday Inn Express Boca Raton-West by IHG

We stayed for one night in early February. The hotel itself was fine, nothing special. The billing afterward has been a mess. At checkout we were charged twice, once for the stay and again for a no-show fee even though we checked in and out. Management acknowledged the mistake and said the extra payment would be refunded. A few days later, there was a third night charge. We’ve called the hotel repeatedly, emailed several times, and contacted IHG’s head office. By now, two charges have been credited, but IHG keeps saying hotel management will get back to us, and the hotel hasn’t answered calls or emails in weeks. We’re out of options and will have to dispute the remaining charge with our credit card company as a last resort. Hotel management has been awful about this. We’ve been charged three times what we should have paid and ignored while trying to fix it. I consider both IHG and the hotel useless in handling this, and it feels like a hotel scam. This was our last IHG stay. We’ll choose Choice Hotels, Marriott, or another company we believe will bill honestly and respond to problems.

Security saw the cockroaches, and I have videos. I had to sleep in that room that night; they moved me the following day. The replacement room was still dirty, though as far as I could tell, it had no roaches. Nobody followed up or offered anything to make the trip better. I’d paid extra for a king room and never got one. Instead, I was put in a dirty room where cockroaches were running around the light fixture as soon as I set down my suitcase. Most of the staff were miserable to deal with, though a few were okay. I came to Miami for a fun work trip, but the hotel was so nasty I was uncomfortable the whole time. I learned my lesson about IHG hotels. Don’t stay here.

The location is convenient, close to Publix, and one front desk employee was a bright spot. He cared about our concerns and genuinely tried to help. The rest of the experience was extremely disappointing. We found roaches, ants, and even termites in our rooms. The food was frozen even though we arrived right when the place opened, and one of the main staff members had a terrible attitude and treated us poorly. The AC wasn’t working on one side of the second floor, which made it very uncomfortable. That one helpful employee and the location weren’t nearly enough to make up for the rest.

I spent a week here for work, hoping that staying close to my workplace would let me get more rest. Instead, the whole experience was a disaster. I checked in Monday afternoon and the room wasn’t clean. By Tuesday afternoon there was no hot water, and that continued until Thursday, when we had neither hot nor cold water and I couldn’t shower at all. Management never responded with an explanation, only saying they were still working on it and we had to wait. I’d paid to stay here after working all day, yet couldn’t clean myself, and I received no refund or clear account of what had happened. This was my first time staying in a Florida hotel for work, and I definitely don’t recommend this place.