Holiday Inn Express Phoenix North - Scottsdal

I arrived at 10 p.m. and was told there was no reservation in my name and that it had been cancelled earlier that day. I showed two confirmation emails with the same reservation number, but I still couldn't get a room and was told to find another hotel. There was no apology or acknowledgment that anything had gone wrong. This was part of a 19-room group booking for a soccer tournament, February 13-15. The Sales Manager had twice asked me to email my credit card and a copy of my driver's license. Both times, I got written confirmation that the information had been added to my booking. Management later said the reservation was under my 15-year-old son's name and had been cancelled because there was no credit card, despite their earlier confirmation that mine was attached. If you're booking as part of a group, go somewhere else. The stress isn't worth it. They don't value your business, and there's no accountability or customer service.

We will 100% be back. The rooms are clean and updated, the noise level is low, and the location is great. But the thing we'll remember most is Erin at the front desk. Every now and then someone crosses your path for a moment and leaves a lasting mark. Erin did that for all three of us. We came to town for Mayo Clinic testing for my daughter. She arrived before my wife and me and was crying in her car. Erin saw her on the cameras and recognized the situation because we'd spoken on the phone a couple of times earlier. She went right outside, tapped on the window, gave my daughter a hug, handed her a room key, checked her in early, and walked her to the room herself. After a full day at Mayo, Erin greeted us with the same compassion. She hugged my daughter again, gave her a lovely “thinking of you” card, and told us she'd prayed for her late into the night. The best news was that my daughter's tests came back negative. We're relieved and very grateful. Erin's kindness made a difficult trip feel a little lighter. If you get Erin at the front desk, she's special.

I've stayed here several times over the past couple of months while traveling to Phoenix for soccer. It's a nice hotel, conveniently located near Reach 11 soccer fields and Desert Ridge Marketplace. This last visit was incredibly disappointing, though. I'd booked a room with two queen beds for my daughters and me, but at check-in they said I'd booked one bed. I showed my confirmation email proving the two-bed booking, and was told the hotel was full. They said they'd see what they could do, so I took the kids to Desert Ridge for a couple of hours. When we came back, someone else was at the desk and again said they were full and couldn't move us to a two-bed room. Another family from the team, who booked after me on my suggestion, was given a room with two beds. After nearly an hour, they found a rollaway “bed.” It was the most uncomfortable pile of coils I've ever lain on. I didn't sleep on it, and got no real sleep on the floor either. I don't like leaving negative reviews. Erin, who “helped,” wasn't helpful, though I know she didn't make the reservation. I'm still incredibly disappointed in the whole experience. I recommended this hotel to others after booking, and I won't be back. I may need to see a chiropractor after that night.

We only spent one night here, and the rooms surprised us with how clean and new they felt. Everything was comfortable, the service was great, and the location is pretty hard to beat. Tough to top for a Holiday Inn Express.