Holiday Inn Express & Suites West Palm Beach Metrocentre by IHG

I called right away to cancel after my flight was canceled at 1:00 AM because severe weather in Atlanta shut down the airport. It was for that same evening, and I knew I was outside the 24-hour window, so I was prepared to pay. But the representative assured me the fee would be waived. Later I saw the charge on my card. I called back politely to explain, but the manager said it would stand. That’s frustrating enough, but since the reservation was canceled, it no longer shows in the portal for an easy receipt, and I won’t get stay credit or points. I’m loyal to IHG and expected better consistency and communication. Having someone reverse a commitment and then say “there’s nothing we can do” after I explained the situation left a poor impression. The whole thing was handled unprofessionally.

The hotel was reasonably clean and did the basic job of giving us a place to sleep, so I’d call it adequate. Still, this wasn’t good value for the money. We booked a king bed but were given two queens, and they don’t offer discounts to first responders. At checkout I tried to sort out the bed mismatch, but they wouldn’t do anything to make it right. There were also extra charges on the bill that I can’t explain. I paid for something I didn’t receive, which was very frustrating.

Carltz gave us a really good welcome at check-in, with lots of attention and helpful directions. A great reception is a nice way to start a trip. The hotel has a great location, a lovely pool, and excellent service. Thanks!

Nothing was terrible, but there’s room to improve. We got to check in a little early, and the beds and pillows were fine. I did spot a couple of ants in the bathroom. Breakfast was the usual spread, though not especially tasty: biscuits and gravy, sausage, premade mini omelets, pancakes, oatmeal, cereal, breads, bagels and muffins for toasting, plus hard-boiled eggs and yogurt.