Holiday Inn Express and Suites Muncie Northwest by IHG

The breakfast on Monday before checkout was really good, and the room was comfortable and clean. Lesia checked us in with a cheerful, welcoming manner, which isn't something we've always encountered at hotels. The woman taking care of breakfast was friendly and upbeat too. Please thank them both. We were in town for the John Mulaney comedy show at Ball State, and everything went smoothly from check-in onward.

Lesia and the rest of the staff made this a place we want to return to for birthday getaways and whenever we need a break. She made us feel welcome and was eager to help the whole time. We come to a hotel each year for both of our kids' birthdays, usually in Noblesville, but I’m glad we tried somewhere new this time. Check-in was smooth, and our clean, spacious room met my high standards for cleanliness. We went straight to the pool, which was clean and didn't hit us with a strong chlorine smell at the entrance. The kids spent about 80 percent of their time in it. Breakfast was fresh and very good, and we had an incredible time.

The room was spotless, the hotel looks new, and the location is great. We came for my nephew's high school graduation at Delta high school. Check-in with Kishan went smoothly and he did a good job. The bad experience came later, when we returned around midnight and found a $5 self-parking charge in my IHg app that hadn't been mentioned at check-in. We waited at the desk for nearly ten minutes. My tired husband peeked into the office to see if anyone could help, and the third-shift employee appeared behind me, already angry that he had looked in. She spoke unprofessionally throughout. We apologized and explained, and tried to keep our tone gentle, but she seemed to escalate things. When my husband asked about the parking fee, she angrily said, "we don't do that!" Then she looked at me and demanded, "WHAT DO YOU WANT??" Her tone was aggressive and hostile. I've stayed at many IHg hotels and never had an interaction like this. I know this is a long review, but that service really disappointed me. A sign at the desk could tell guests when no agent is there or when they're helping someone. Maybe she was the only person working that shift and had to multitask, as happens at many hotels, but that doesn't excuse how unprofessionally she treated us, IHg members or not.

Kishan, the AGM, made our visit feel special. He was professional and welcoming from the start, and handled every question or concern quickly and kindly. He went out of his way to make sure I felt valued. You don't often find management that's this attentive and hardworking. The hotel itself was clean, organized, and had a great atmosphere. I'd gladly stay again and recommend it to anyone visiting the area.