Holiday Inn Express Sweetwater by IHG

We checked out after one night and canceled the second, but they wouldn't refund that night. Breakfast was good, though the management and customer service were very poor. We also kept having trouble with our key cards. They never worked, so we had to go from the third floor to the desk over and over for replacements. I spoke with four other guests who had the same problem. The elevator floor was filthy and sticky, and in our room the Sheetrock beside the tub was rotted and looked like it might be black mold. There was black buildup under the toilet rim that could've been mold or rust. I booked two nights for Spring Break with my little grandson because this place advertised a heated indoor pool. It was closed for repairs and looked like it had been that way since last year. He was extremely disappointed.

The room was dirty, and I was disappointed with the service overall, although the customer service itself was satisfactory. The room had roaches, the pool was in disrepair, and the laundry room wasn't working. After driving from California, I needed to wash my first room's bathtub, but it wouldn't drain. I tried contacting both the corporate office and the site management several times about these problems. The assistant manager knew about it and repeatedly said I would get a call back, but nobody followed up or resolved anything. I also requested a refund and still haven't received a response.

Breakfast was average, but the bathroom was dirty and the desk chair looked like it should be burned. It also took three tries for the staff to get two room keys working. The property didn't feel secure. The side door was broken, and anyone could walk in. Overnight, the front doors were open while the desk employee was doing laundry. This was one of the worst HIEs I've stayed at in quite some time. I wouldn't recommend it until the place is updated.

The staff were polite, but the room smelled bad and wasn't in the condition I expected. The pool and hot tub were both closed or out of order during my stay, which was really disappointing since they were the main reason I booked this hotel. I wish they'd told me before I booked, because I would've stayed somewhere else.