Holiday Inn Express Hotel & Suites Atlanta-Cumming by IHG

The room was spotless, and the beds and pillows were really comfortable. My friend said it felt like sleeping on a cloud, and the pillows were marked firm or soft, so it was easy to choose. We had plenty of towels, too. We were in Cumming for a conference and booked this Holiday Inn. From booking through checkout, everything went smoothly. Sonia welcomed us at the front desk, explained the 24-hour coffee and hot tea, the hot breakfast, and the amenities, and offered to help with anything we needed. We had a great stay.

I left a belt behind when I checked out, and even though it wasn’t expensive, it mattered to me for personal reasons. I emailed the manager after hours, and by the next morning I had a message saying they’d found it. A quick call to the front desk was all it took to arrange shipping, in about three minutes. Earlier in the stay, I had trouble with my room key. As I rode down to the lobby to get it reprogrammed, the desk attendant was already heading up to help after seeing the issue on the cameras. The hotel was clean and tidy, and the bed was comfortable enough that I slept like a log. I’d stay here again with confidence.

We booked this place for the indoor pool, and it was freezing. The tiles around it were so slick that it was hard to walk safely, and I saw an older man nearly fall. The pool shower didn’t even have warm water for rinsing before or after swimming. I’m sure the slippery, slimy tiles create a big liability. We were also woken by cleaners throwing things in nearby rooms, vacuuming, and knocking on our door, even though we had a 1 p.m. checkout. Then we were checked out and charged at 11 a.m. for things we had promotions to use at checkout. Brittany at the front desk was very rude to my husband and refused to identify herself. When I asked for management information, she argued with me. We were told she wouldn’t provide it, but that we could return for a card with the management team’s details. When I came back for the cards, she had taken off her name tag. The shower pressure was poor, and it made a terrible noise the whole time. See the attached video. We travel all over the country with IHG as Diamond Elite members, but we’ll never stay here or recommend this location. We were very disappointed with our two-night stay. The place feels trashy and needs a full staff overhaul. On-site management clearly has no problem with this behavior. We’re taking our evidence to Corporate Complaint. Do not stay here.

The location and cleanliness were good, but the desk employee made the stay less pleasant. She said our room wouldn’t be ready until exactly 3 p.m., and it felt like asking her anything was pulling her away from her phone. Everything else was okay.