Holiday Inn Express & Suites Brighton,an IHG Hotel

On September 20, I stayed at this Holiday Inn Express, and our room TV didn’t work from check-in. I called the desk. The employee said he’d ask manager Kyle for guidance, then gave me a choice: check out for a full refund or stay without a TV for a $50 credit. Nearby hotels were sold out, so I accepted the credit. The TV appeared unplugged at both the wall and base, but it was mounted and I couldn’t reach behind it without risking damage. I asked if someone could fix or plug it in, and the manager said he didn’t know how either, which baffled me. I was told the general manager would arrive at 9 a.m. to issue the credit, but staff said the next morning that he wasn’t there. I’ve since left several messages and emailed him, with no reply. I feel I’ve tried everything and still have no resolution or even basic communication. That customer service is unacceptable. I’ve had good experiences at many IHG properties, but this location failed to meet the brand’s standards. If you care about follow-through and service, I’d choose another hotel.

I travel often for work, stay with IHG on almost every trip, and have status with them. I don’t usually write reviews, but this was possibly the worst stay I’ve had. The breakfast on 3/25 was pitiful: the pancake machine was broken, there was no milk, yogurt, or eggs in the fridge, only cream cheese packets. Other guests seemed unsure what to make of it, and when I asked staff if there was anything else, they just said no. After work, I came through the lobby and Abraham at the desk saw me. Less than five minutes later I came back down to ask who had cleaned my room that day. He wasn’t sure, so I asked whether any housekeepers had black hair and showed him my brush, which had black hair in it. I have blonde hair, and it clearly wasn’t mine. Abraham was kind and agreed it wasn’t my hair, but could only offer a verbal apology and a comb. I asked for a manager. He tried calling and texting Kyle, who didn’t answer, then photographed my brush with my hair beside it and sent that to Kyle. I was appalled by the cleanliness and disregard for my personal belongings, so I checked out right then. I had to pay for another hotel myself because I no longer felt comfortable or private here. Kyle called the next day. He agreed it was someone else’s hair in my brush, but said if he asked staff and they denied doing it, he’d believe them. I understand trusting employees, but there’s no reasonable explanation for someone else’s hair being in my personal brush. Kyle said he’d speak with the district owner about what they could do. I asked for a refund because I didn’t stay at the property that night, but was offered only IHG points. Why would I want points to return to a hotel with no breakfast that lets staff use guests’ belongings? I usually choose IHG over other hotel brands and love it, but this experience was deeply disappointing. Points toward a future stay don’t resolve this, since I have no interest in returning.

The rooms felt a little old for the price, which was higher because we visited on a more expensive weekend, but they were comfortable and sufficient otherwise. Kyle was great over email, friendly, flexible, and efficient. The concierge staff member who checked us in, who may also have been Kyle, was just as friendly, flexible, and professional. Very impressive.

Harriet and Josh were both so friendly and helpful, and Kyle, the manager, goes out of his way for every guest. Bring your pup if you have one. Even the maintenance man makes her feel like family by surprising her with a treat. It’s a very nice hotel with good amenities and delicious breakfast, and the employees really make the stay worthwhile.