Holiday Inn Express Hotel & Suites Harrison by IHG

At nearly midnight, a rude woman called my room to ask who I was and how I had a key. I gave my name and explained that the front desk had switched me from another room because it wasn't presentable. She just said okay, then said she was about to cancel my reservation. I'd never had a hotel experience like this, and I won't use Holiday Inn again. I contacted their online helpline while I was waiting, but they did nothing to resolve things or offer any concession. I arrived right at the 3:00 p.m. check-in time on a busy weekend with a youth football competition in town. After waiting in line for half an hour, I was told my room wasn't ready because 70 guests had late check-outs, and that it would take about another hour. Some people had keys after only a few minutes, while others were still waiting. I left for my daughter's football game and returned around 6:00 or 6:30, but my room still wasn't ready. The couple who had been ahead of me were still waiting after three hours and eventually canceled. I finally got a room at 7:15. There was no apology or concession for the uneven waits. I understand rooms can run behind, but letting later arrivals get rooms right away while others wait for hours is unacceptable. Never again.

I wouldn't recommend staying here. The staff were disrespectful and communication was poor. Check-in was at 3 p.m., but several people in our group didn't get clean, ready rooms until 5 or later. Nobody kept us informed, and some rooms seemed to have had only the bedding changed. At 10:30, our kids were told to leave the pool even though it closes at 11. Then the receptionist grabbed the TV remote, turned it off, and said, “it's time for bed.” We hadn't been asked to quiet down or even told about quiet hours. I've stayed in plenty of hotels and never experienced this.

The only downside for me was breakfast starting at 6:30 a.m., since I'm usually headed to the job site by then. Otherwise, the Holiday Inn team looked after me well. They were helpful and kind, and my room was clean with enough space to move around.

I wasn't happy with the front desk or management. They were rude and unpleasant, and made me feel unappreciated. I stay in hotels three or four nights a week, all year, so I'm used to expensive places as well as others, and the service here was disappointing. I went in to ask about check-in and was told there's a $25 fee if I arrive before 3 p.m. My room was ready at 11 a.m., but I could only get in then by paying extra. With the amount they already charge, that seems wrong, especially if the room is finished and ready.