Holiday Inn Express & Suites Spring Hill by IHG

Please make sure anyone in your family who has a disability is confirmed for a first-floor room. The elevators have reportedly been broken for months. Better yet, stay somewhere else until these issues are fixed. This was the most insulting and disgusting travel experience we've had. We say the hotel doesn't meet ADA requirements, charged our card illegally, and had staff who argued with us, cursed at us, and lied. If the hotel disputes this, it can watch the videos as we continue posting them on social media. The Salty Flippers is the TikTok account where you can see and hear how we were treated and the bad position we were put in. We're notifying corporate and the BBB, and emailing several disability groups. Shame on Holiday Inn. Thanks for making an emergency family trip even worse.

The shared spaces were kept up, and breakfast was maintained pretty well, with clean tables and a decent concession area. The second-floor hallway smelled bad, though, and our room smelled like a wet dog. We appreciated that it was refreshed on our second day, which is pretty standard. We weren't in the room during the day, so that part didn't bother us much. At check-in, the first thing the staff member said was that she'd messaged us about the broken elevator. I had put my new IHG membership ID on the reservation, not my husband's decades-old one, so we hadn't received any warning. I've updated that since. We know this is one of the more practically priced hotels in the IHG group, but we didn't expect to see a cockroach. That's disgusting for a place trying to rebrand and renovate, especially without what seems to be pest control maintenance. Manager Ryan had left a sign on rooms, so perhaps there are reasons for the complaints. I hope the hotel takes the criticism positively and works on what it's missing in hospitality management. A friendly smile and some compassion from the staff could make a real difference. We've still got a month on the road and will see how many more IHG hotels we stay in. Hopefully this is the first and last bad one with a roach on site.

The front desk was quick and friendly at check-in, but the room wasn't clean. There was hair from a previous guest on the bathroom counter and shower walls, and in the bed too. I suspect the sheets hadn't been changed and the bed was just remade. The rug felt sticky and had grime on it. The hotel texted me on the day of my stay to say the elevator was broken and offered cancellation instead of a discount. I'd booked more than a month ahead, so that offer felt like a joke.

There wasn't even a clock in the room, and I slept in and missed the New Year's Day breakfast, which ended at 9:30. After a cold day kayaking, we also had no hot water in the shower. The elevator had been out for more than five days, so we carried our luggage up to the second floor. We won't be back.