Holiday Inn Express Hotel and Suites Kingsport by IHG

I'm on day five of a seven-night visit, and the front desk team has been the best part so far. They've been professional and quick to respond, and I really appreciate that. I picked this hotel because I value the IHG program. The complimentary breakfast is okay, but forgettable. The beds have been a bigger issue. In the first room, the mattress was lumpy and sagging, with springs poking through and shifting around. The desk moved me promptly to an upgraded room, where the bed is better, though still below the usual Holiday Inn standard. Housekeeping has been the main frustration. The room has only been cleaned once, and that cleaning wasn't very good. I eventually learned they don't make the bed if a sweater is left on it. I've had to make it myself for five days and haven't received clean sheets. That's never happened to me at another IHG hotel, and it's disappointing. Some things need work, even though the front desk service has been excellent.

For the price, this is the best hotel around here. I've stayed over the past several years and wouldn't choose anywhere else. It's very clean, the staff are always friendly, breakfast is consistently good, and the bed is the most comfortable.

We came to visit a friend and booked an accessible room. There was a problem with the shower, so the staff member on duty moved us and apologized several times. He got us new keys and said he'd tell the weekend manager so we could be compensated for the trouble. The response from that manager the next morning was rude and unprofessional, nothing like the hospitality we'd seen the night before. The staff member had gone out of his way to make things right, but after that experience we decided we'd find somewhere else if we're in Kingsport again. One person really can make the difference.

They treated us with a level of care and compassion we haven't found anywhere else. The team went above and beyond with kindness and working with us. WOW, this Holiday Inn Express Kingsport, Tennessee is superior in every way. Highly recommend.