Holiday Inn Express & Suites Atlanta Downtown by IHG — Hotel in Atlanta

So the pictures are 100% misleading but it was my bad I didn’t read reviews and trusted pictures. The rooms look nothing like the pictures. Trust the reviews about how small they are. We were traveling with myself another adult a baby and a toddler, & the room was too small so I decided I did not want to stay and told whoever it was (which I WISH I got his name) who was working at 5pm on April 14th that we wanted to not stay there and just cancel or whatever it was they needed to do. This guy ASSURED me that I would not be charged & the charge would be released that was holding in my bank in a couple of days. I called back half way through our trip in Atlanta because we went and stayed at a hotel north out of the city to continue our trip because the full charge was still there (including the $100 incidental they charge) and I spoke to a girl working there (again WISH I’d got her name to, but I’m too trusting on people’s words I guess) she was not able to find that I ever had a reservation there but she did some “digging” and eventually found the charge to my card & claimed she sent it back to the bank, even gave me a reference number in case I did not see it in a couple of days. Well, today was those couple of days and again, still charge over $500, so this time I called back and requested a manager and was denied to speak to one, then was put on hold and never came back to so I hung up and called back and then miraculously got the manager who I was told was too busy to speak to me…. I got his name “Amirr” who claims there was no charges, he couldn’t find anything, the number the girl gave me was bogus & basically there was nothing he could do but go on a 3 way call with my bank proving I had the charge showing in my account. Well, the girl who I spoke to before that said she found the charge.. so where did the charge go…? There is some sort of scamming going on here, so do not even chance it and do not stay here, trust me, it is not worth the headache & you will obviously be lied to like I was. It appears this employee who was working on April 14th at 5:19pm to be exact may be doing some other stuff that no one wanted to talk about or is covering up, I don’t know, but there is no way in hell this hotel did not see a charge unless that charge was canceled on their end or made to be and the money was taken…. Either way, there is something off with this place & I would never trust them. The manager Amirr was extremely unhelpful & wanted to avoid a negative review, well, if you want to avoid one then don’t treat a customer like crap & claim they are lying & refuse to check into what I am claiming about your employee. He ask me for his name I gave him the time and date, I’m sure they have schedules. One thing I have learned though is to get names & not trust employees which is sad, because maybe the employees should just do what they tell customers… this place should be shut down! So that was my experience, thank God we didn’t stay here because it for sure would have ruined the trip which is why I changed my mind being it was my daughters birthday. Back to the hotel overall, they need to update their pictures to be accurate for what the size of the rooms are, I never would have booked if it was accurate and not misleading. The guy who assured me he handled the cancelation was even going to let us change to a suite but even that was too small. If your single, probably is good enough but BE CAREFUL they aren’t scamming you or taking your money! There are many options around so it’s just best to avoid this place all together...

Valet Parking Theft – Zero Accountability from Hotel or Holiday Inn Corporate

I am writing to report a theft incident that occurred during our recent stay at Holiday Inn Express Atlanta Downtown between July 2 and July 3, 2025.

We checked in around 4:00–4:30 PM on July 2nd. Since the hotel does not offer self-parking, we had no choice but to use their valet service by paying $40 extra. That evening, we walked around to visit local attractions, then retrieved our car from valet to go for Dinner. After returning to the hotel around 9:00 PM, we once again handed the car to the valet. From that moment until we checked out at 10:00 AM on July 3rd, the vehicle remained entirely in the custody of Holiday Inn's valet service.

As we left the city the next day, we discovered that a Ray-Ban polarized sunglasses and an Oakley backpack with personal belongings were missing from our car. These items were last seen before handing the vehicle to valet on the night of July 2.

We immediately notified the hotel, but the staff were extremely unhelpful, denied any wrongdoing, and refused to even investigate. I even offered to drop the matter if the belongings were returned, but they simply told me to file a police report.

We then contacted Holiday Inn corporate, hoping for better accountability. To our surprise, they claimed they couldn’t do anything even with a police report and placed the entire burden back on us. Even though they manage bookings, customer service, and brand reputation, they now refuse to take any responsibility, as if we had booked the hotel independently.

It’s now July 14th—over 10 days since the incident—and there has been no follow-up, no apology, and no resolution even after submitting the police report with all the details. As long-time IHG members since 2017, this is extremely disappointing. This was our first time using valet, and it resulted in the loss of property and trust.

The front desk staff were unhelpful, and as an out-of-state guest, We are now left to deal with this theft alone. I booked here trusting the Holiday Inn name, but that trust has been completely broken.

They took no accountability for our loss, and I am now at a financial and emotional loss, having to replace everything on my own. If something like this happens to you, don’t expect support. They will ignore you.

Avoid this hotel—if something goes wrong, Holiday Inn and their staff will not help you. You’ll be left alone to deal with the mess, even if their own valet service is...

The location is perfect. The building is historic and has many unique features. We were in town for a Hawks game to celebrate my son’s birthday. I reserved two rooms in the app. I was charged more for one and the bill doesn’t indicate why. There was not a price difference when I reserved. I was not recognized as a club member. There were no special amenities etc. for IHG members.

The rooms are VERY small. It is smaller than a cruise cabin. The interior is old and outdated. The paint is peeling among other issues. It felt fairly clean but with everything so old it wasn’t up to what I prefer when I stay. There was a long extension cord on the TV that caused me to trip more than once. This is very hazardous. I’m glad I didn’t actually fall.

I am very annoyed at the huge discrepancies with this brand in recent years. I have stayed all over the world in IHG properties. I have surprisingly wonderful experiences and surprisingly bad ones. This one fell in the middle, leaning towards bad.

Patrice (?) was helpful, kind and professional. No one else seemed to have a clue of what was going on. The breakfast was good and had many options.

Valet was a nightmare. My adult son and his wife waited over 30 mins for their car. We had a reservation and had to get a Lyft instead. He let someone know we couldn’t wait any longer. This ended up costing me an additional $80 in transportation in addition to the valet fee.

When we were ready to check out, we waited close to an hour for the car. Yes. An hour. Someone had messed up the ticket when we had to leave and get a Lyft. The young black male who helped us both days was so sweet and respectful. He shared the blame was falling on him and I could tell he was so upset. He was the one who was actually professional and doing his job. The white young man was very rude to my husband during this time. I don’t know what all was going on, but it was a mess.

I can only say the location is great, it’s a place to stay downtown and Patrice is nice. If you come with lowered expectations then you’ll be fine. Just don’t expect too much. Also, be prepared to waste money on a ride share even though you pay for valet in the event you have a reservation like we did. We barely made it in time. Overall, I have to say it was a disappointing stay and not what I’m used to with...