Holiday Inn Express Fairhope by IHG

We showed up at the Holiday Inn Express 19751 Greeno Fairhope Al on Wednesday, May 20, 2026, for our 3:00 pm check-in, but the hotel was upgrading its computer systems and couldn't check anyone in or out. After waiting three hours, the staff suggested that we find another hotel because they had no idea when the systems would be working again. Management offered no accommodations, coupon, or compensation, just told us to find somewhere else on our own. We were on a road trip from Florida back to Texas, and I was thoroughly disgusted with how we were treated. The management at this particular hotel needs to be removed.

The elevator was another problem. It beeped constantly, the doors closed too fast, and it began moving down as they were closing. I'm almost certain it started before they were fully shut. My wife wouldn't ride it again after that first trip and walked up the stairs to the third floor every time. Our first impression of this IHG Hotels & Resorts property was positive. The staff seemed friendly, and we had high hopes. Then, around 10:30 pm, we discovered termites in the beds and on the couch, coming out of the AC unit and the floor underneath it. They were landing on our kids. We have four children, and the situation was upsetting and completely unacceptable. They moved us to another room fairly quickly, but that meant packing late at night and walking in the rain with all our things and our kids to another building. The new room was much smaller than the suite we'd paid extra for, and we didn't have much choice. The first manager offered 25,000 points and said clearly that it was the most they could give, with no exceptions. Given what happened, that felt dismissive. Someone even joked about it, making it seem as if they weren't taking the issue seriously. Customer care said the issue would be escalated and a higher-level manager would call within 24 hours. That call never came. When we followed up, they offered only 3,500 additional points. The total was about 28,500 points, which may cover one night in a room, but not the suite we originally paid for and certainly not the experience we had. It didn't feel like real customer care or taking responsibility for a serious infestation and a major disruption to a family stay. It felt like, “Sorry this happened, here's a small gesture.” What started as a promising visit ended up frustrating and disappointing. I hope this location takes these situations more seriously, especially when families are involved.

It was nice, clean, and comfortable, and being pet-friendly was a plus. Our key card stopped working two days before checkout, but the front desk representative helped us get new cards.

Marland checked me in and was so kind and accommodating! We had a king-size suite, and the desk and chair in the adjoining area were just right. The continental breakfast was excellent, with lots of choices. We look forward to coming back soon!