Holiday Inn Express Hotel & Suites San Angelo by IHG

The room was fine, though the lock and card reader didn't work well. The nice woman at the desk overnight between Saturday March 14th and Sunday March 15th helped us get a new card. Even though it was nearly 1:00am, she checked our AAA and military discount rates to get us the best price. She was a very nice receptionist, and the rest of the staff seemed friendly too.

Front desk person Vicki was the one bright spot. Her experience, friendly smile, and personality made me feel okay about staying. The rest of the hotel felt run down, musty, dusty, and poorly maintained. It needs updating inside and out. The bathroom had water stains, rust, and what looked like mold from having no exhaust fan. Internet was spotty, and the TV worked only sometimes. The hotel computer was out of service, and the snack and beverage area was small and poorly placed. Breakfast was barely edible. The refrigerated items were barely cold, the breads were stale, and the prepackaged muffins weren't good. I could've gotten a better breakfast at a convenience store. We had to get new room keys every day because the machine that set them was poor quality, and the room door locks made security seem pointless. I'm an IHG member and haven't had an experience like this at any other Holiday Inn Express & Suites. I'm disappointed in this particular hotel and wouldn't recommend it to anyone.

The bed was comfortable, and breakfast was on par with other places. Still, I wondered why the rate was $75 higher than the Holiday Inn I stayed at the night before. Everything looked worn out, like a place for construction workers, curtains, paint, shower tile grout, even a small TV, and the toilet wasn't bolted down. It was a nice stay overall, but with that wear and tear, it could be more affordable.

After years of staying at Holiday Inn Express whenever possible, this was the worst experience ever, and it has me wondering if we'll stay with the chain again. I booked in December for our February trip. After we'd worked all day and arrived in San Angelo, we went to look up the hotel's address on the evening of check-in and found an email sent earlier that day saying our reservation had been cancelled. They cited a busted water pipe from the ice storm a week and a half before our trip. Nobody called ahead, and that email left us with nowhere to stay. Customer service said they showed availability, then transferred me to the local hotel's front office to confirm. The woman who answered was unprofessional, wouldn't listen to my question or let me speak, kept saying there were no rooms, offered no help, and hung up. I called customer service again to file a formal complaint. They transferred me to a supervisor, but after 10 minutes on hold, nobody came back to the line. It was so frustrating and disappointing.