Holiday Inn Express & Suites Lexington NW-The Vineyard by IHG

The room was as described, the bed was very comfortable, and breakfast had plenty to choose from, including eggs, biscuits and gravy, bacon, sausage, fruit, yogurt, and pastries. But we stayed three nights and our room was never cleaned, even though we hadn’t put out the do not disturb sign. The night clerk, Heath, was rude both times we saw him. At check-in he just said “and” when we said we were there to check in, then scolded me for putting my key beside my phone because he had to redo it. At our 3 AM checkout for an early flight, he said he was in the middle of something and made us wait, without even saying good morning. I’ve stayed here many times, but I’d think twice about coming back.

After years of sending guests, performers, and attendees to Holiday Inn Express & Suites Lexington NW-The Vineyard in Lexington, North Carolina, I’m disappointed by how management handled a rate we had agreed on. I’ve brought the property repeat business for stage plays, concerts, workshops, community events, special occasions, and other productions. Earlier this year, General Manager Courtney Pack and I discussed a recurring discounted rate, and I understood it would be $119 per night, or $134.76 with tax, for my reservations going forward. That rate was later applied when management adjusted and reimbursed my March 14th-15th booking, confirmation #60973793. I still have the original and adjusted invoices. No one said the rate applied only to one group booking at the time. When I made another reservation, #23019248 for June 26th-29th, I was told there had been a “misunderstanding” and that the rate wouldn’t apply to future bookings without completing a formal LNR corporate account process. I was also told that requires 100 room nights per year, which seems unreasonable when the hotel has only about 88 rooms total. That explanation conflicts with our earlier conversation and with management honoring the rate on the March booking. I sent a detailed email on May 23, 2026, with the rate adjustment documentation, then followed up on May 26, 2026. I still haven’t received a response. As an IHG Platinum Elite member, I’ve had much better service, communication, and appreciation at other IHG hotels than at this one in my hometown. What bothers me most is that my years of loyalty, referrals, and business were disregarded after I made reservations based on what I understood we’d agreed. I expected consistency and accountability, but instead got conflicting explanations and a reversal of a rate management had already approved. I’m asking IHG Corporate to review the invoices and this matter, and help reach a fair resolution for my current and future reservations. Sincerely, Lenora Bobo, IHG Platinum Elite Member

I’m writing this down so I remember not to come back. On this two night visit to see friends, the first room was 77 degrees and much too hot. My wife called about it and they said maintenance would come, but after two more calls and a miserable night, they moved us. We dragged our stuff across the hall even though we had just one night left. Then the new key didn’t work, so after a full day on my feet I had to go back downstairs to get it fixed. Both rooms had mildew on the shower heads. The AC units rattled when they kicked into high speed, like they were about to die. A lot of the breakfast didn’t look edible even by my low standards, the pancake machine was broken, and the coffee machine spilled coffee off to the side at the end of a brew. This wasn’t my first bad stay here. During the pandemic, the lock battery died and left me outside the room for 45 minutes with two young kids with special needs and a wife who can’t tolerate heat. There was no AC in the hall, half the amenities were closed without any warning, and the manager ghosted me after I left. I’m tired of this place.

The hotel itself seems really good, and apart from a loud, bothersome AC, I had no other complaint. The staff could be friendlier and more welcoming, though. Only one woman at the front desk was pleasant; three others, especially the night staff, weren’t.