Holiday Inn Express Suites Atlanta Ne - Duluth IHG

This was by far the worst hotel I’ve ever been to. I booked two nights but was charged for three. I was told I’d get a refund, but it never came. Staff were very rude, and the rooms were poorly kept. My room had a clogged toilet as soon as I walked in, and the beds had bed bugs. The sheets definitely weren’t washed. On the day I arrived to check in, my room had been given to someone else. Management at this place was very unprofessional and colorist, and treated front desk workers very badly. One young woman had excellent customer service and was kind and helpful in getting me the correct room and a refund.

We were first assigned Room 425, but it was obvious as soon as we entered that someone had already used it and it hadn’t been serviced. It was filthy and not fit for guests. We reported this to the front desk and were moved to Room 227, which was also occupied and just as dirty. Getting two rooms in a row in that condition points to serious failures in housekeeping and room management. As a Platinum IHG Rewards member, I’ve stayed loyal to IHG because of its reputation for consistency, cleanliness, and guest care. This visit fell far short and caused a lot of frustration and inconvenience. I’m asking for the cleanliness failures and front desk procedures to be reviewed, and for appropriate steps to be taken. Given what happened, I’d also appreciate suitable compensation or acknowledgment. I look forward to a response and a resolution that reflects the value of loyal IHG members.

The manager was professional and courteous when another customer at the desk was being difficult, belligerent, and rude to her and the staff. Earlier, we’d had a ground floor room near the side exit, and the door made a loud noise every time it shut. The next day I asked if we could move somewhere away from it. The manager kindly checked and gave us a quiet room on the third floor for the rest of our stay.

I booked a week for a business trip and got assigned three rooms one after another. They all turned out to have roaches and bed bugs. The rooms are worn down and look nothing like the pictures, and the hallways smell like weed and cigarettes. I saw two huge rats roaming outside the building. I don’t understand how people stay here. The customer service was really bad, and nearly every staff member I met was rude, except for one front desk girl whose name I think starts with J. She was there each afternoon, professional, and greeted everyone with a smile. She made me feel welcome.