Holiday Inn Express & Suites Warminster - Horsham by IHG

We’ve been here three times in the past year, and it’s the nicest Holiday Inn Express I’ve stayed at. Our latest visit was short but great. The common area is a comfortable place to sit and talk with other guests, the hotel is clean, and the rooms are spacious. Keyon recognized our group when we arrived, was warm and personable, and gave us a welcome bag for rewards members. Hailey was also lovely to deal with. We plan to return next time we’re in the area. Before the trip, I found out I didn’t need the Friday night of our Friday-to-Sunday booking. On Monday I called to remove that night. The woman I spoke with said she couldn’t cancel just Friday because the hotel was booked for the weekend and the system was acting up, though she said the cancellation policy hadn’t changed. She offered a card authorization form so they could charge me while I wasn’t there, which I didn’t want to do since I wouldn’t be staying that night and was still within the cancellation period. I was ready to cancel the whole reservation and stay elsewhere, but on my next call Hailey fixed it and made the interaction pleasant.

We paid over $200 a night and were told they couldn’t help because we booked through Expedia. The room was dirty when we arrived, with previous guests’ body hair throughout the bathroom and sticky, dirty floors. During my stay I was passed between staff: first they said only Brianna could help, then I learned Brianna couldn’t do anything and was told to contact Jack. I left Jack a message and waited for a reply. Thanks for responding, Jack. You had several chances to address this. There wasn’t a manager on site who could handle it because of the Expedia booking, and you could have found my number in the message or reservation. I was told no other room was available. Someone could supposedly clean it, but they couldn’t give a time, and by then I’d cleaned as much as I could myself. That was the only option I was offered. Never again.

The newer rooms and low price are decent, but you get what you pay for. The shower drain in Room 327 didn’t work properly, and the internet was awful, around .15 MBPS down. At checkout the staff made me feel like an inconvenience, as if checking me out was too much work. I wouldn’t recommend it.

Everything else was great, including the front desk staff and the basic breakfast in the morning. But the room key system needs an upgrade. I had to get a new card ten times over two days. Corporate or management needs to invest in fixing it.