Holiday Inn Express & Suites Claypool Hill (Richlands Area) by IHG

Breakfast at 7:30 the next morning was down to two empty, scraped containers, with no eggs or sausage, and we didn't see an attendant. The room itself was in poor shape too: the TV didn't work, there was mold around the toilet and in the shower, and most of the floor tiles were dirty and loose. I've stayed here several times, and the rooms have felt less acceptable each time. I'd choose somewhere in Abingdon or Lebanon, Virginia instead.

I used to find the blonde woman serving breakfast polite and helpful, and the front desk clerk Leighanna was nice this time too. But the silver-haired woman seemed to have authority over the staff, and the way she spoke to employees was hard to understand. Some familiar employees weren't there anymore, and I can't help wondering whether the new management has caused a ripple. For me, the staff weren't the problem so much as the upkeep. The hotel needs updating, with chipped windows and filthy sills. My family usually sticks with a place once we find one we like, but with the management and staff changes, we'll probably look elsewhere for future visits.

Being snowed in, I found the room clean and comfortable, even if it was a little dated. Everyone was pleasant throughout the stay, and I ended up staying a second night. I first came in during a snowstorm because I had a delivery to make the next morning, with my schnauzer along. Megan and the manager Judy greeted me warmly and went out of their way to help me get a room. I'd come back if I'm in the area again.

The staff were kind across the board, and manager Judy was especially helpful during our stay. She's working hard to improve the hotel under its new management. We had some of the nicest service we've come across, so this would be our first choice in the area. Thanks to everyone.