Holiday Inn Express Marshall by IHG

The side door near our room never shut all the way, so anyone could walk in at any time. That didn’t make me feel safe. The room was nice and clean, though there were little black spots all over the shower walls. I felt that meant they weren’t washing the walls, and I also thought the marks might be bed bug droppings. I didn’t see any bugs or get bitten. The jetted tub was awkwardly shaped and uncomfortable, and the stopper seemed to have a mind of its own, draining when I wanted it to hold water and stopping when I wanted it to drain. The jets were so strong they almost hurt.

A trooper rescued our family after our vehicle broke down and we were stranded on I 69, then dropped us at this Holiday Inn express at 2 a.m. The man at the counter was helpful and found us a room. Later, he came by on his own to offer extra comforters and pillows. The place was clean and well maintained. The microwave was very noisy, though, and I was afraid to use it to warm my kids’ food after 2 a.m.

The housekeeping staff, especially Shanee, were more understanding about how hard the broken elevator made things for us than the front desk was. The third-shift employee working on Wed, October 22nd, even offered to walk our dogs at 2 a.m., which was above and beyond. My husband is going through chemo, I’m disabled, and we travel with our dogs, so taking the stairs over and over, day and night, made the three-day stay very difficult. We asked to move to a first-floor room, but were told they’d make a note and were fully booked. At checkout, we requested a small concession for the elevator being out, just a percentage, not a free night or anything drastic, and were refused. I understand the breakdown may have been beyond their control, but moving us or offering a small gesture would have been reasonable and easy. The stay had been nice until the elevator broke on the first day.

The door sticks on the frame and won’t lock unless I push it shut. The bath towels all have a slight yellow tint, which is disgusting. The WiFi is a joke, cell service is awful, the phone in my room doesn’t work, and both the paper TV guide and the guide channel are wrong. Breakfast and its area are lacking, and the gym is pathetic. At check-in, my status wasn’t recognized, and the experience didn’t match other IHG hotels. I’ve stayed in IHG hotels 187 nights this year all over the country, and I’ve never seen a Holiday Inn Express with this many problems. I’ve raised concerns with staff, who agree with me. One staff member said they’d reported the WiFi issue multiple times, but it kept being ignored. Maybe ownership isn’t hearing about these problems or doesn’t care. I even emailed the hotel and got no reply. I’m calling corporate and leaving a review. I won’t recommend or stay here again if I’m working in the area. If I didn’t need to be near my job, I’d leave now. This is anything but a 4-star hotel. I don’t know why Google maps lists it as 4-star, but that needs to change immediately. Ask AI what it takes to be a 4-star hotel.