Holiday Inn Express & Suites Oceanfront by IHG

The room itself was comfortable, and breakfast service was good, but those positives got overshadowed by the key and elevator problems. I booked a high floor, and only learned that the hotel’s sole working elevator was an issue after arriving for a sold-out Memorial Day weekend. There are 11 floors, so that made a real difference. I booked Sunday night with IHG points and cash, then called the front desk when we realized we could stay Saturday night too. At check-in on Saturday, I signed for both nights and specifically asked whether the keys would work through both. They said yes. Now it’s Sunday and I’m sitting in the stairwell while my husband goes to get new keys. I don’t know whether IHG knows about the elevator, but the website really should have a warning. After spending 30K + points for tonight, I’d probably leave today if I could.

The billing issue was the last straw. At checkout I was told I was “all set” because I’d paid with points, but the hotel still charged my card $430.10 without explaining why. I called several times over the following days and no one answered or returned my messages. I redeemed 130,000 IHG points for the stay as an IHG Gold Elite Member, and got one of my worst hotel experiences in years. My reservation asked for a room away from elevators, yet Room 1016 was about 3 feet from one. Staff showed no concern and didn’t try to help. The room smelled strongly of mold and humidity, the A/C barely worked, and the TV remote was broken. Only 1 elevator was running, with waits of 10+ minutes. Guests said openly that it had been broken for days. Housekeeping didn’t clean the room or replace towels at all during our 3-day stay. Breakfast was embarrassing too, with no milk, empty food trays, and paper signs that said “OUT OF MILK.” For the points and loyalty I’ve put into IHG, this felt like a neglected roadside motel instead of a beachfront hotel. Very disappointing and unacceptable.

The views were fantastic, and breakfast in the morning was helpful. The fridge worked great, but there was no coffee maker. Housekeeping was almost nonexistent unless we called a few times. They were supposed to do a deep clean every 3 days, but we were lucky if the trash was taken out, the bed made, and towels brought each day. One elevator was out for the whole week we were there.

It’s a quiet, updated place that smells great, and the wildlife was curious and friendly. You can walk to plenty of places for food or forgotten items even without a car. The beach access and views are awesome, and so are the balcony and parking. I stayed five nights and the staff were perfect. The pool was clean, and the private gym worked great with an ocean view. No bar or restaurant means no noise, and the bed, pillows, linens, bathroom soaps, and lighting were all top notch. I can’t wait to go back.