Holiday Inn Express & Suites Coldwater by IHG — Hotel in Coldwater

(Updated November 21 - 7 months after this was originally posted)

(First Review: March 2023) We've been staying here for 2 years when we're in town to visit family. Breakfast is good and the beds/pillows are comfortable. That said, the service and housekeeping at this hotel is more inconsistent than any hotel I've ever stayed in.

We were here in March 2023 and they had just changed their TV service provider. None of the channels matched the channel guide, and none of the staff could tell us what channel to select to watch, for example, ESPN. The only way to find the channel you want to watch was to scroll through every channel until you found it, but if your channel was on a commercial break, you might have to wait until your second or third time scrolling to find it.

(Update - June 2023) Still the same problem with the TVs and channels. I cannot believe that in 3 months they have not fixed this problem.

We also find the housekeeping is very hit and miss here. Sometimes the rooms are great, and other times, they are very poorly cleaned. When we arrived this trip, there was molded food in the refrigerator that a previous guest had left and housekeeping didn't remove from the refrigerator.

The lobby also frequently smells strongly of marijuana, which may be a contributing factor in the two issues above.

We wish there was a better option in Coldwater, and have considered staying in Angola, but that puts us nearly 30 minutes away from our family, so we continue to stay here and just lower our expectations.

(11/21/2023 Update): Just arrived again for 6 days to spend Thanksgiving with family. The TV issue has STILL not been resolved. I asked about it at the front desk and was told, "Yeah, the TV company gave us instructions to fix the problem, but nobody has done anything about it yet." She seemed frustrated to have to answer this question on a regular basis...not her fault. The ownership of this hotel simply doesn't care about the guest experience.

Also, many of the rooms have broken window shades that will not extend, so we had to ask for another room as our shades were completely broken. Why would they even keep a room open and available if the shades are broken and don't work.

There is a Hampton Inn next door. From the reviews I don't know if it is really better. We're going to check out and move to the Wyndam in Angola. It's 25 minutes away, but looks to be well maintained. If anybody from IHG visits this hotel for an inspection, I'm sure they would be shocked at what a bad representation it is...

I stayed here with my wife and 3 young children and we booked a two-queen room. When we got to the hotel, I asked for an upgrade to a two-queen room with a sofa. I wanted the sofa bed so one of my three kids didn’t have to sleep on the floor. Being a Spire Elite member, this was a reasonable request that is nearly always given to me. The front counter staff said they were sold out of those rooms. Because we arrived at 7pm on a Sunday with only 10 cars in the parking lot, I checked my IHG app and sure enough they had several of these rooms still available for sale. When I called her out on it, she made up something about the rate I had booked didn’t allow for upgrades! Which one is it? Thirty minutes after being in the room she called and said that she had downgraded someone else’s room, so she could move us. I was appalled that she would change someone else reservation when there were rooms available on the app just to make things right. Later in the evening, we called the desk for some extra sheets for my daughter to sleep on the floor (Yes, they didn’t give the complimentary upgrade that is part of most of the elite level benefits). After 10 minutes of trying to call, they never answered the phone. I went to the front counter to get sheets and inquire why the internet code that wasn’t working. Her only solution to the internet was for me to go get my device and she could punch the code in it for me! Are you serious? I said no, and had no internet the whole night. She then knocked on our door and within 30 seconds I answered the door and no one was there except two roll away beds and a large bin of linens. We took the linens we needed and moved on. Not only was it highly unprofessional behavior on her part throughout the entire process, but she didn’t even have the courage to wait for us to answer the door. To top of the night, the “night manager” called the room at 10:30pm to say that she was relieved of her duty. Thank you for waking up my children to tell me that and thank you for the fire hazard of leaving two roll away beds and a large bin of linens in the hallway overnight. New hotel makes for a clean hotel, but the staff...

I was a bit disappointed with my check-in experience at the Cold Water Hi Express. I had booked a 2 queen bed room with reward pts, several weeks in advance. When I arrived at 6:00pm on a Saturday night, there was no-one around the front desk, I could see across the lobby and through the glass doors 3-4 people standing outside smoking. I stood there for maybe 1-2 mins.. Nothing, so I waved my hands at one of the people stuck their head through the door and said, "Can I help you" from across the room. I said, "Yes, Checking In". So they come over and seem to have a hard time with reservation. Then tells me she has to find out if there are any clean rooms, as the others from outside walk by and turn out to be room service personal. It's 6:00pm on a Saturday it's prime check-in time.. They obviously were not ready.. They called down and said a room on the 2nd floor with two queens was clean. Ok I stay at quite a few HI express hotels. Several times during this shutdown in fact, and I've always gotten what is on my IHG preferences when I check in.. This was far from what is listed. I thought ok, no reason to complain as I have been standing here long enough. I get my room assigned and I go on my way. Get to the room and no towels or bath mats, which I though was odd the room service staff didn't notice that if they just mentioned the room was clean and ready a few moments earlier. Ok, I can go get get towels.. 30mins later I went down to ask for towels there was a person in front of me asking for towels and after I got mine, there was another person behind me asking for towels. not the best, I only write this because I stayed at the HI Express in White House TN just a week earlier, and had a bad check-in experience, although not as bad as this, it's been two in a row for me with HI Express. With that said this is a nice newer property and very modern and we had a nice quite night. My wife said the morning staff...