Holiday Inn Express Naples South I-75 by IHG

The location was ideal for where we needed to be, but the hotel stay was one I regret putting my child through. Check-in went smoothly, though the front desk clerk was a little short with me. In the room, the bathroom doorway was peeling, the ceiling looked awful, the towel holder on the back of the door seemed ready to fall off, and the corner table was worn out. Then my son spotted two ants. I thought they might have come from our bags being set on the ground outside, but when he went to eat, his food was covered in ants. I contacted corporate immediately and changed our stay. The front desk agent sounded upset and had an attitude. By the next morning, ants were all over our belongings and inside our bags. We had to shake everything out and leave right away. It was horrible, and I still haven’t received the refund I was supposed to get. The location is great, but the hotel needs help.

Everything else was great, but the front desk service was awful. I’d booked three double rooms for my team last weekend, gave them all the information, and check-in went smoothly. The next morning, on checkout day, they said the card for one room’s last transaction hadn’t gone through. I don’t know why they hadn’t checked when I first arrived. Starting at 7 AM, a very rude front desk woman kept calling my room about the payment. I said to try the card again, and if it still didn’t work I’d settle it when I came down to check out. I also offered to give the card details by phone. After initially agreeing, she called again for the fourth time and demanded I come down immediately. I was still in bed and said my crew and I weren’t going to leave without paying. She insisted she needed to see the physical card to confirm it was me. Then she called the police. At 9 AM, officers were knocking on my door. The officers were kind and understood what was happening. They said I should write a review and claim the money with the bank, since I had only booked the room to rest and shower until checkout and was unable to do that. The front desk woman kicked me off the property, and the police had no choice but to escort me out. Any other solution would have been better. She could even have come up, taken the card, and brought it back. The hotel has lost a repeat customer who rents several rooms for work trips several times a year. I didn’t bother getting her name, but whoever runs the place is making a mistake by having her deal with customers. The officers also said this wasn’t the first time they’d had to deal with the same front desk woman at this hotel. Watch out.

I’d read some negative reviews and was nervous, but this HIE turned out to be great. The room was clean and renovated, with no bad smells, a tidy bathroom stocked with essentials, a comfortable bed, and working A/C. Parking felt safe, the front desk clerk was friendly, and the mini mart was stocked. Fresh coffee was available 24/7, and breakfast was nice. No complaints, thank goodness ✌️

We use Holiday Inn Express because it has worked well for us before, but this time we arrived at 3 PM, the scheduled check-in time, and were told there was no room because the hotel had been full the night before. That wasn’t our problem, but it became one. The front desk person was very rude, and when I asked when we could expect a room, she didn’t know. We scrambled to find another place and barely managed it. Now I’ve received an invoice saying they’ll charge us. If, as they admitted, the room wasn’t available, why are they charging? I emailed them and no one has replied. Very poor customer service.