Holiday Inn Express Prince Frederick by IHG

The shower control in our room was broken, though I didn't get a chance to bring it up because things went so badly with the staff. My fiancé and I arrived around 3 a.m., and a cleaner knocked at 7:45, waking us. At the desk, we got what felt like a fake apology. I asked if a later checkout might be possible, said I had to run a quick errand and would be back, and the agent said she'd check with the manager and took my number. We never said we were checking out. Less than half an hour later, before 10 a.m., we returned to find them clearing the room and throwing out our food and alcohol. I was understandably upset. It took a few minutes for the actual manager to come over, and I went back to get some food I'd left. When I explained what happened, I mentioned that I'd worked in customer service for 20 years and that, where I'd worked, businesses made up for their mistakes. They didn't seem to be offering anything. My fiancé came over to speak with them too. He's Black and has a deep voice, and the manager accused him of yelling. I reached for my phone to note their names, and she accused me of recording her, told me to put the phone on the counter, and then they threatened to call the police. We were treated terribly by the morning desk staff and manager. Sadly, as African-American guests, we felt this was how Black people are treated at this hotel in Prince Frederick, Maryland. I was incredibly disappointed in Holiday Inn as a company. I've never left a review this bad before, and I won't return. I would encourage others to avoid it too. At my own job, if staff made a mistake like this, I'd refund the visit. The customer service here for Black people was so bad it made me lose faith in America. I don't know if I'll ever stay at another Holiday Inn. Update, 12/22/25: I followed the hotel's instructions and tried calling to resolve this. Someone answers the direct line, then an AI assistant gives a customer service number. That number asks for an itinerary starting with H. I booked through a third party, so I don't have one, and there's no way past the prompt. I still haven't been able to speak to anyone about the issue. I'm extremely disappointed in Holiday Inn. Update, 12/23: I contacted Priceline since that's where I booked. They can't refund directly, but they can speak with hotel managers about a resolution. Priceline spoke to two different managers, and neither would refund the purchase. So the hotel's comment on this review saying they were interested in resolving it is a lie. Staff also told Priceline they'd already offered me compensation. They hadn't, and I would gladly have accepted it if they had. On top of terrible customer service, they're outright liars. Beware.

The room was spacious and the bed was comfortable. I also appreciated not being woken by a knock, something that happens at a lot of other hotel chains. The pool was enjoyable, and breakfast was complimentary and great. The front counter staff were polite and friendly, and the woman attending breakfast in the morning was amazing, making sure everyone had enough to eat.

After finally getting to my room at 3 a.m. following a long flight, I fell asleep around 4:30. Housekeeping knocked at 7 a.m. I complained to the manager 😅, and she had my things removed from the room before checkout! Update: I contacted them directly as requested and got the runaround. The customer service here is horrible. At least pay for the mistakes you make, like everyone else!

The breakfast was awesome, easily the best I've had at a Holiday Inn. I've had the same breakfast many times elsewhere, but here it was cooked really well. Even the biscuits were done right and cut in half. The staff were pleasant, and the whole place has a relaxed, happy feel. They make every guest feel just as important as anyone else, and you can see the energy and effort they put into things. I travel a lot for work and stay at plenty of hotels, and this is by far the cleanest and friendliest. I'll be back. Thank you!