Holiday Inn Express & Suites Phoenix Midtown by IHG

Stephanie even moved her car so I wouldn’t have to walk as far on my broken ankles, and Rob helped me feel safe and secure. The staff were seriously friendly. The freshly updated building, formerly a Ramada or something, has an odd mix of East German architecture and orange peel textures that makes truly new construction look bad. Breakfast did have milk, so I learned a valuable lesson in patience: cultured properly, it might have become the yogurt I was hoping for. One of the homeless passerby’s music was rockin’ awesome, too. Of the four pillows on my king bed, I really enjoyed one. The view from the 10th floor was so good, it felt like the 11th.

I work for IHG, so I know how we handle credit cards. I booked a room for my husband through the app, and though he didn’t have the physical card with him, his name matched the additional guest on the reservation and his ID. Running the card on file shouldn’t have been a problem. The man working at the desk was rude from the start. Instead of checking with me to approve the charge, as we do all the time at my hotel, he threw my husband out and threatened to call the police. That’s the opposite of how guests should be treated and nowhere near the IHG brand standard, especially for IHG members and IHG rewards employee members. Maybe the front desk team needs a refresher or more training. If someone on my front desk spoke to and treated a guest the way that man treated my husband last night, he wouldn’t have a job. He’ll bring your guest satisfaction scores down, no matter how new or nice the hotel is. They don’t deserve any stars.

Stephanie and Rob made the trip easier, answering my questions while she checked me in. Check-in was quick, and the rooms were nice, new, and clean. They were both amazing, courteous, and really helpful. Stephanie turned my day around and made sure I had everything I needed. Five-star customer service. I recommend this hotel and will stay here next time I’m in Phoenix. Thanks for everything, Stephanie and Rob! ~Lori T

The beds were super comfortable, and the bedding smelled so fresh, like clean linen. I was greeted with smiles whenever I turned a corner, and the front desk agents were really nice. They helped me get around the area and took care of anything I needed in my room. It was my first time here, and since it’s IHG, my expectations were high. The hotel felt so clean and new, and the stay was amazing. Highly recommend!