Holiday Inn & Suites Pharr

Everyone at the front desk and on the team was kind and helpful. But the room was so muggy that the sheets felt almost wet. If I hadn't been so sleepy, I would've gone to another hotel.

Customer service was very good, and the location worked well, with lots of places to eat within walking distance and Ogden arena nearby. The hotel seemed a little old, but it was nice.

I arrived at the Holiday Inn on Friday, November 28, 2025, after calling around 9 AM to ask Angela, the host, for a first-floor room because of my bad knee. At check-in around 2:15 PM, she said my room had been moved to the third floor because the previous guest on the second floor extended their stay. Earlier, she'd told me only the second and fourth floors were available for my room type, and I had accepted that. Then she smirked and said, “Oh yeah, our elevator is broken.” When I asked if that meant taking the stairs with a bad knee, she laughed and said yes. I told her it was unacceptable. She offered to cancel my reservation for free, but I declined because I'd traveled all the way from Austin, TX, and needed the room. I asked for a manager, and she said nobody was on site. She also said she didn't have a manager's contact information. When I pressed, she ignored me and canceled the reservation anyway. I was shocked and repeated that I needed my room. Angela rudely dismissed me, saying, “You either leave, or I will call the cops.” She wouldn't let me speak with anyone higher up. When the police arrived, I explained what had happened. They were shocked by how I was treated and agreed I had reason to be upset, especially since my room had been given away without notice. They also questioned why no one in upper management was available. Later, a manager at another hotel was equally appalled and confirmed Angela should never have given away my room, particularly with the hotel overbooked. They too were surprised that no upper manager was there. I returned later to pick up friends and drop them off. My husband spoke with a Hispanic individual at the front desk who identified himself as a manager. He was surprised Angela had said the elevator was broken, since he understood it was working properly, and said her statement was inaccurate. He apologized for the confusion and gave my husband his superior Betty's contact information. I'll reach out to Betty. My first call with Angela had seemed promising, but everything fell apart after that. This was the worst hotel experience I've had, and her lack of empathy and unprofessional conduct have left me deeply disappointed with Holiday Inn. It made me reconsider my loyalty to the brand. I want her actions thoroughly investigated and will contact Betty to discuss it further. I needed to share my frustration and disappointment.

I'm picky, lol, and clean rooms are my number one priority, so this place keeps earning my return. I've stayed at this Holiday Inn Express four times over the past couple of years, and it's always outstanding. The pool is reliably clean, too, and check-in and the front desk have never given me any trouble. Jacinto was especially friendly and helpful on this trip. The included hot breakfast is decent. I'll keep coming back.