Holiday Inn Express Brentwood South - Cool Springs by IHG

The outside gives the impression of a newer, nice hotel, but the inside is very different. It’s old, and the floors and ceiling look like something from a carnival fun house. The mildew smell gave me a headache and stopped up my head within minutes. I would not stay here.

The hotel feels dirty and dated. The floors creak badly and aren’t level, so you’re walking up and down a ramp in your room. Breakfast had no sausage because, they said, they were waiting for a truck. The desk light was too dim for computer work, and there were no outlets on the desk, so I had to get down on my hands and knees to plug in my computer. The TV was small compared with other Holiday Inn Express hotels I’ve stayed at. The night desk worker seemed uninterested in hearing feedback.

The front desk staff were amazing, but my family and I had a terrible interaction with Allison, the housekeeper. It ruined what could have been a decent place to stay. This is the worst hotel I’ve ever stayed in because of that experience. Just stay somewhere else.

This hotel was nowhere near the quality I expect from Holiday Inn Express. It’s very outdated, with lots of maintenance and cleanliness problems, and our room didn’t feel clean. The TV screen was partly damaged and the desk lamp didn’t work. The bathroom looked dirty, especially the tub, and had broken, loose tiles. The sink stopper and toilet seat were broken, and the sink water pressure was barely enough to wash my face. Hair was stuck to the door sweep. There were numerous water stains on the ceiling, and the bed comforter and skirt were stained. The parking lot was very dark. The second-floor ice machine was broken and unplugged, with no sign to explain it. The first floor had a broken luggage cart and a broken water fountain. Staff were friendly, but at check-in five people were backed up while the attendant talked on the phone with what sounded like a manager. The night cost far too much for what we got. It wasn’t relaxing, we didn’t sleep well, and we won’t return.