Holiday Inn Express W-I40/Whitebridge Road by IHG

I spent one night here. The stay was okay, but there were two issues. I was first assigned a room that was already occupied, with someone else's belongings and food still inside. The front desk sorted it out quickly and moved me to another room. Then around 6 a.m. my key card wouldn't open the fitness center. Staff said it was a known issue that had happened before, but didn't open the door for me. I depend on a morning workout, so being shut out of an amenity I'd paid for was really frustrating. Decent property, but it needs some improvements.

I couldn't make my reservation because of the ICE STORM, so I can't comment on the rooms or service. Neighbors who fled there said it was excellent. But Karen, Manager of this Nashville Holiday Inn Express, off White Bridge Rd on Lenox, was incredible. She helped me during the storm, handled my issue without hesitation, and was so warm, receptive and compassionate. It felt like she was family. The sweet gentleman who answered my call was great too. IHG and corporate, Karen should be HEAD OF TRAINING FOR ALL OF YOUR PROPERTIES. More unpredictable severe weather will put people in danger and leave them needing shelter. Knowing a "Karen" is there could make this a refuge for my neighborhood and a key to your success. I pray her salary and benefits match her exceptional skills. Thank you, Karen!

I've stayed here twice before and picked it for road trips because of the no-pet policy, even though we don't really like the area. This time, the night clerk put me on the first floor after I told her I have very bad allergies to dog dander. She said service animals usually stay on that floor. I didn't have any issues, so apparently the room had been cleaned well, but I still don't understand why she assigned it to me. At checkout I mentioned that there were no towel racks by the sink. A different clerk said all the rooms were like that. That's BS. I've stayed at many Holiday Inn's and never seen that. I liked the hotel during my first two stays, but now I think the staff need more training.

The staff were super nice, and the room was in good shape, really clean and fresh. It's a great hotel, though the location isn't the best. I'd recommend it if you're in the area.