Holiday Inn Express & Suites Lincoln Airport by IHG

I booked a room for my husband, who was traveling to Lincoln for a one-day event. Severe weather led United Airlines to cancel all flights from his connection to Lincoln, leaving him stranded at the airport and unable to reach Nebraska or use the room. I explained what happened to four different representatives between Holiday Inn Express & Suites Lincoln Airport and IHG Hotels & Resorts customer service. We weren't asking for a refund, just a credit or voucher to use at another Holiday Inn Express later. Nobody offered any reasonable accommodation. The rigid policies and lack of solutions were extremely disappointing from a major hospitality brand that says it prioritizes guest experience. Airline cancellations happen, and this could've been a chance for IHG to show some goodwill and care. This has seriously damaged my trust in IHG and made me question whether I'll stay at one of its properties again. I hope someone in corporate leadership reviews this and considers giving staff the ability to make reasonable accommodations when travelers face circumstances outside their control.

The front desk ladies were sweet and tried hard to help me, even staying after hours. The GM, though, did nothing. He took the staff's calls but wouldn't come down, offer a solution, or check the cameras. He blamed me for leaving my belongings in my room while I went to lunch, and lied about hotel policy, apparently to cover up his staff stealing from me. He's completely incompetent and unprofessional. We'd already had to change rooms because several things in the first one weren't working. During the move I noticed lots of my belongings were missing. The front staff seemed to genuinely empathize and helped as much as they could, but the GM did nothing. Never stay here unless you'd like your stuff stolen. 0/10, I would rather sleep in my vehicle. Also, when we walked in, there was what looked like an adult toy on the front desk. While packing up this morning, we found an opened purple condom by the bed. They seem to look into rooms enough for belongings to be stolen, but not well enough to clean thoroughly.

I'm giving this four stars so people will read it and know I'm not a bot, which is exactly what a bot would say. We needed one night on a family road trip, and the room was spacious, clean, and a comfortable temperature. The beds and pillows were comfortable too. We were on the third floor next to the elevator, so we heard some hallway noise and a very loud vehicle in the parking lot, but otherwise it was quiet. The staff were all friendly and helpful. There was a little mold on the outside of the tub, and it looked like they were trying to remove it, but that wouldn't put me off staying again. Breakfast and coffee were very good. I'd recommend the place.

We left after they offered us a third room. The staff tried, and I appreciate that, but the mold and lack of cleanliness were too much. Every room had stained sheets, and one mattress had blood on it. The first room smelled like pee and smoke. There was mold on every window seal and in the bathrooms. I definitely don't recommend staying here.