Holiday Inn Express & Suites Jackson / Pearl Intl Airport by IHG

Sam and Miyah made our family’s stay feel relaxing, almost like home. Everyone we dealt with showed real kindness and southern hospitality. The housekeeping team and cooks were generous and clearly put in the work to keep the hotel looking so good. Kudos to all of them.

Miyah on the night shift at the front desk is terrific and very professional. If local management is sharp, they should put her on a mentored path toward leadership. Hospitality management is often taught, but seems rarely understood. We stop here pretty often on trips to and from Texas. It’s relatively new and always clean. Service is usually good, often great.

We’ve stayed here twice. The rooms are nice, though they could use some TLC, as the pictures show. Both times, a young man sitting in the dining area greeted us, but he seemed bothered to help.

I’m a seasoned hotel inspector, so I look at service with a trained eye. This interaction fell short of even basic guest care, especially from leadership, and didn’t match the service oriented culture I expect from Marriott brands. The housekeeping staff I met, on the other hand, were friendly. I’m a Titanium Elite member, but when I arrived, Marcus, the Director of Rooms, didn’t acknowledge me or my loyalty status while helping another guest, even though I was next in line. The basic 10/5 rule wasn’t followed. My room key didn’t work. After a long day of travel with luggage, I called the front desk and Emily told me I’d actually been assigned to a different room. I’d completed mobile check-in the night before to make arrival smoother, so this was a surprise. I asked them to send up the correct key. Marcus brought the new key and said the mistake wasn’t his, but Sam’s. I’d spoken with Sam about my room request through the mobile app the night before I arrived. Marcus did apologize, but it felt perfunctory. When I thanked him, he just walked away without saying anything more.