Holiday Inn Express Hotel & Suites Hazard by IHG

The breakfast was a real highlight, with a good range of food and better quality than at many hotels. Even the coffee machine ground beans for each cup, and the breakfast staff were friendly and helpful. They also had cookies, hot chocolate, and marshmallows in the lobby, something I hadn't seen in ages. The water pressure was great, and they are remodeling. Our room, though, was dated, with a rusty tub and cracked tile. The adjoining doors wouldn't open from the other room, and the key cards stopped working the next day. The front desk seemed bothered when we asked for help, even though someone was working on the card readers and had probably reset them. They should have known, since we saw other guests having the same trouble. Check-in itself was quick and friendly. Maybe things will be better next time. The only stay types offered are business and vacation, and neither fit our trip.

Kayla was so welcoming and friendly. I arrived much earlier than planned after my travel plans changed, and she looked into getting the room ready early and kept me updated. She made check-in easy and was very understanding. The staff made the place feel like home. The location was convenient, and there was a nice gym, a pool, and a huge kitchen.

We chose this place mainly for the location while visiting family, since there's not much else in the area. The staff are very friendly, and cleanliness is pretty good. But I'm concerned about the building and guest health and safety. Our room has visible black mold, and water is leaking from the unit above. The leak looks old because it's been painted over, but the mold is still there and the area is literally dripping wet.

The staff were friendly and helpful, and the lobby and breakfast area were okay. But the building needs a major upgrade, and this HIE fell well below the minimum standard I expect from Holiday Inn Express. They were understaffed, and our room wasn't ready until after 6 PM. They explained the delay and we were okay with that. Room 321 was in terrible shape. There was a large hole in the badly worn carpet, and the bathroom was just as bad. The tile floor was cracked and the subfloor felt unstable. I was surprised the tub and toilet hadn't fallen through. The caulking was sloppy, with seams left exposed. I've stayed in low-budget rooms that looked better.