Holiday Inn Express Covington-Madisonville by IHG

We’ve stayed here for years when traveling home, but this was absolutely the last time anyone in our family will stay. Our first room was so dirty we had to move, and there were literally someone’s panties on the mattress. We were told the hotel was completely full, then “upgraded” to another room. The air was set to 60° and wouldn’t adjust, and we were told maintenance wasn’t available. The room smelled like standing water, so we used pillows over the vent all weekend to manage the temperature. The fridge was so full of ice that we couldn’t use it, and we saw a roach in the dining room, so we skipped breakfast, a wasted perk. I felt bad for John at the front desk, who was left to figure it all out. The general manager, Margaret Duhe, had left and didn’t call me, even though she said she would. That’s mostly why I’m posting. If she had called, I might have reconsidered. @IHG and @Holiday Inn Express, please read this and make the necessary changes.

Our stay was relaxing and enjoyable, and the staff deserve 10 stars. Rochelle and Daze at the front desk made check-in easy and went out of their way to help. Housekeeping had everything spotless, with fresh towels and the beds made properly.

My husband was driving from Texas back home to Florida with our kids and needed to get off the road and rest. Even though rooms were available, the hotel wouldn’t give him one at 6am. I understand that hotels have check-in hours, but I find it disheartening when someone trying to stay safe on the road can’t get a room. That’s one reason hotels are there. I’ve worked for this company before and didn’t have a pleasant experience then either, but I still gave them the benefit of the doubt. Reservations and check-in rules matter, yes, but the front desk attendant, whose name my husband didn’t catch, was neither pleasant nor helpful.

The lobby had a beautiful Christmas tree, and there were lovely pictures of New Oreans in the hotel and in our room. We had a clean, comfortable, quiet room, and the staff were so friendly. The free breakfast was very good, and there’s Bean to Cup coffee in the lobby. Thank you!