express inn

I had booked online, but when I arrived the receptionist refused to check me in, saying the hotel was fully booked. I left to look elsewhere and spent another hour searching, but nearby places were far too expensive. When I came back and showed her my confirmation email, she finally accepted the booking and let me stay. She also took my card details without my consent. I found her disrespectful and dishonest.

I never stayed at this hotel myself, but a family emergency meant I needed a room for two nights. Ms. Janell at the front desk was wonderful, truly a godsend. She did everything she could to accommodate me while I was desperate. I'm very grateful to her for all she did.

I checked in late at night and was given keys to room 111, where I found roaches crawling all over. My receipt said refunds were available within 10 minutes of check-in, so I left and asked for one well within that time. The desk clerk said the manager had to approve it, but she couldn't call because he was asleep. When I returned the next day, another desk employee said he couldn't help because the manager/owner was in the hospital. The first clerk seemed scattered, kept dropping things, was sniffing and coughing a lot, and couldn't find the booking paperwork. I also had to ask for a full receipt showing the room number as I was leaving. I wouldn't stay here; sleeping in a safe parking lot in my car would be better.

Traveling alone as an older woman, I didn't feel safe with many young men coming and going. I arrived in the evening and found no clerk at the desk, just a note with a cell number. I called several times without an answer, then found the property management number and asked to cancel. The manager told me to wait until the clerk came. The clerk was friendly and apologized when she arrived. I asked to see the room, but it looked nothing like the website photos: it was dingy and had broken amenities. The clerk was about to leave again. I told her I wanted to cancel and she agreed, but the manager wouldn't approve it.