Holiday Inn Express & Suites Red Wing by IHG

The room was huge, spotless, beautiful, and so cozy. The staff were thoughtful, kind, and amazing, and breakfast was a full spread with pancakes, bacon, sausage, and more. Even the lobby bathrooms by the pool were clean and lovely. This is what a hotel should be. Thanks for such a wonderful stay!

Our room smelled awful and had dead bugs in it, though at least it was quiet. We were in town for a wedding and had reserved the room months earlier by phone because the website wasn’t working. We arrived before the 3 pm check-in hoping to get ready, but family told us Vicki at reception wasn’t allowing anyone in early. No one was at the desk at first. When Vicki came over, dressed very unprofessionally and without a name tag, she rudely said the room wasn’t ready. At 3:10, I asked again because our shuttle was due in 30 minutes. She repeated that the rooms weren’t ready and that it wasn’t her fault. A few minutes later she called my name across the lobby, then handed over the key and paperwork with no apology for the delay or inconvenience. I had only 15 minutes to get ready and missed the shuttle. When I went to speak with her, she yelled that it wasn’t her fault my family scheduled the wedding at a stupid time or that housekeeping was too slow, and said she couldn’t help clean because she was handicapped. I started crying and asked her not to speak to me that way; she eventually calmed down. The next morning, she came into breakfast and loudly complained about several family members in the lobby. Other staff joined in, and that’s how I learned her name while they were trashing my family. Nobody apologized or greeted me except the woman working breakfast. All I got from staff otherwise were yelling, insults about my family, and cold stares. A large part of my family and friends had paid to stay there. I’ll never return, and hope someone responds. I filled out the corporate survey.

Raquel at the front desk was attentive to my requests while we celebrated my daughter and son-in-law’s wedding, and Masi, who handles wedding room blocks, was fantastic. The employees were so accommodating, and the hotel was fabulous and clean. I can’t say enough good things about it. Book here, you won’t be disappointed.

We arrived to find that the local hotel couldn’t see our reservation for two rooms, even though we had a confirmation email and it appeared in the IHG app. They said they had no extra rooms and didn’t know how to fix it or offer other accommodation. IHG’s 800 number confirmed the reservation was valid and said it should be honored. We told the local staff, who checked their system again, but still couldn’t resolve it. It seemed IHG also called the hotel, with no better result. We weren’t turned away at 1 am because we’d failed to call and hold the rooms. This was a reservation system failure and a lack of staff training for handling it. Mistakes happen, but the hotel’s response was disappointing.