Holiday Inn Boone - University Area by IHG

Mary at the front desk was welcoming and knew a lot about the area, and Arturo handled a billing issue with my card efficiently. Everyone I met was helpful, polite, and accommodating. The room was clean and quiet, with comfortable beds and everything working as it should. The hotel stayed peaceful during the day, so it was a good place to work or rest. I didn't use the pool or hot tub, though both looked well kept. Breakfast at the restaurant was tasty, and I liked the spacious lobby and outdoor patio seating. A very nice stay in Boone.

The pool and the second elevator have both been closed the last few times we stayed, two years in a row now. Still, the rooms are great: clean, quiet, and the beds and pillows are really comfortable. They have a TV, closet, coffee maker, and small fridge, and the staff are kind and welcoming. There's no free breakfast, just so you know, but a little brewery is a two-minute walk away, as are Wendy’s and Bojangles. Great location and a good place to stay.

We hit a couple of snags at check-in, but General Manager Michelle Richardson stepped in quickly, took responsibility, and worked to put things right. The experience turned around from neutral to bad, then back through neutral and positive to amazing. I've stayed at plenty of Holiday Inns, and this was the best experience I've had. Michelle's energy seems to rub off on the whole staff, who clearly share her focus on guests. I saw her folding towels, chatting with guests, and keeping a smile on her face. Holiday Inns should take good care of her and this committed team.

The check-in was a mess. After our long drive, the hotel couldn't find our reservation for nearly an hour, and the desk staff didn't seem to be in a hurry to sort it out. We were exhausted by the time it was resolved. Our room was disappointing too: outdated, damaged furniture, stained carpet, dust bunnies, and cobwebs. It felt as if it hadn't been properly cleaned in ages. The front desk clerk seemed uninterested when we asked about amenities, barely looking up from her phone and giving one-word replies. Breakfast was also a letdown, with stale bread, rubbery eggs, and fruit that looked brown. The area was messy and hadn't been restocked for hours, so we went elsewhere, even though breakfast was supposed to be free. The indoor pool was closed for maintenance, one of the main reasons we booked, and there had been no advance notice. When we asked, staff acted as though it didn't matter. The halls smelled musty, the elevator was out of order, and the building seemed run down. I don't know what renovation they're doing, but it doesn't look well done. Between the cleanliness, service, unavailable amenity, and disorganization, this was one of my worst hotel stays. I won't be back.