Holiday Inn Indianapolis - Airport Area N

This wasn’t up to the quality I expect from Holiday Inn. Breakfast costs extra, but what’s available is only a snack bar with granola and a packaged roll. The beds sit on the floor without frames, the bathroom looks worn, and the in-room microwave barely works. Coffee in the lobby was cold, and staff complain about the hotel. Disappointing.

Kristin was a huge help when my flight was canceled. She explained the shuttle service, showed me the best place to park my car, and walked me through my options. She deserves a raise.

My employees and I won’t stay here again. We checked in Thursday and left Sunday. During our stay, the front desk gave a copy of a key to an already occupied room to a different customer who had checked in two days after us. One of my employees was half dressed when a stranger was given access to the room, after the desk said it wasn’t occupied. The desk did the same thing to another customer too. I can’t imagine how many ways this could have gone worse. The front desk employee was on her phone and not paying attention; every time we left and came back, she was on it. When you pay for a hotel, you expect privacy and comfort, not a stranger walking in with his wife and child while you’re half naked.

Taneasha J. at the front desk is the reason I decided to stay, and she deserves all the credit for how she treated us. I booked through hotels.com because I needed to be near an event, but I didn’t know the area or how far the hotel was. I was uneasy about an unfamiliar place and usually stay at Hilton, so I was considering canceling for somewhere closer. Taneasha J. greeted me as soon as I walked in, even while handling another customer on the phone, and made me feel welcome. She was professional, warm, and seemed to take real pride in her work. She offered to show us the room so I’d feel comfortable with the choice, and it turned out not to be bad. Her service was 100 out of 10, above and beyond. I thought she might be the manager because she was the only one dressed professionally and so hospitable. The night staff member kindly placed our dinner order with the restaurant because the room phone didn’t work. On Saturday night, a loud bang from the room beside our headboards shook our room, and I was a little nervous. It stopped shortly after. The next afternoon, while we were relaxing, more strange noises came from that room. I called the desk with my concern, but the staff member acted as though it was fine because it was early and said noise complaints could be made after 11:01 p.m. I was appalled. He offered to move us, but I said no because the sound was unusual, irritating, and vibrating the wall by our headboard. He said nobody was checked into the room and nobody had checked out. I asked if they were renovating or doing work there. He went to check and later told me it was housekeeping. That made no sense to me if the room had no guest and nobody had checked out. I also shared my concerns and a video of the hair all over the bathroom door and in the shower. I hadn’t looked closely during the room tour. Taneasha sincerely apologized and addressed all the issues I raised during the stay, making things right. Taneash, if you ever see this, please keep being yourself. You really stand out, and it says a lot about your character that you give your best even when others around you don’t. It was so refreshing to meet you.