Holiday Inn Express & Suites Marana

We’re Platinum members of IHG Rewards and have usually had excellent service and quality at the Holiday Inn in Green Valley and other locations. This stay left a lot to be desired, though, and we’ll keep choosing the Green Valley Holiday Inn. At check-in, we were asked for a $100 deposit as protection against theft, with staff saying theft is common at this location. We’ve never been asked for a deposit at another Holiday Inn. At checkout, the desk agent forgot to return the money until we reminded them. There were other service gaps. The coffee machine wasn’t working, and there was no backup coffee pot. The machines take a long time to make coffee, which is difficult for older adults in an area frequented by them. The gym had no towels, either. Most frustrating, we received no housekeeping during our entire stay, even though we requested it and repeatedly gave staff our room number and asked for daily service. We had to go to the front desk, where we were told they’d given us extra toilet paper and towels, and nothing more. There was no compensation or meaningful help, just a brief, dismissive response. We pay a significant amount expecting good service, and had also been required to leave a $100 deposit.

The rooms were A+, but the desk staff were C-. They were the most unfriendly desk staff we’ve ever dealt with and didn’t seem to know how to smile or make guests feel welcome.

The room was ready when we got back from the store, thanks to the front desk woman checking with housekeeping after we arrived earlier than planned. She was incredibly kind and helpful. Our room was clean, a good size, quiet, and had comfortable beds. The breakfast attendant was just as nice, keeping the food area clean and stocked without hovering. He noticed we wanted hot sauce for our eggs and brought it over. We had a wonderful overnight stay and would happily come back.

After checking out, we found a $250 smoking fee charged to our card, even though neither my wife, our one-and-a-half-year-old twin boys, nor I smoke. We stayed here two weeks ago. When I called to dispute it, they first said the sheets were damaged. A later call with management brought a different explanation: damage to the room, and removed door stops. That's three different stories for the same charge. I filed a complaint with corporate, but nothing has been resolved. This place seems to look for ways to take your money for no reason.