Holiday Inn Express Atlanta Airport - North by IHG — Hotel in College Park

I recently had a disappointing experience at the Holiday Inn Express Airport in Atlanta, and I feel compelled to share my concerns in hopes that others may think twice before booking a stay here.

Firstly, the noise in room #523 was unbearable. Positioned right next to the elevator, I was constantly disturbed by the sound of doors opening and closing, along with the chatter of other guests in the hallway. To make matters worse, the air conditioning unit malfunctioned, failing to stay on despite multiple attempts to adjust it. Given that I had a late check-in due to morning travels, I was really hoping to get some much-needed rest, but instead, I was kept awake by the constant noise and discomfort.

Upon checking out, I shared my concerns with the front desk, only to be met with indifference. I learned that this location does not have a manager on site, and the desk attendant was merely a “supervisor.” This was frustrating, as it seemed there would be no one to address my concerns directly. I was handed a phone number and told that "someone" might be available at 1 PM, but there was no guarantee. Additionally, I was given an email address (FOM@hieatlantaairport.com (mailto:FOM@hieatlantaairport.com)) with little hope of a timely response.

To add insult to injury, the check-in process was misleading regarding fees. The front desk attendant failed to inform me about the full fees associated with my stay until after my card had already been swiped for incidentals. I was shocked to learn that I would only receive a mere $5 back instead of the expected full refund, as the parking fee was a whopping $20. The morning attendant, instead of offering genuine assistance, scolded me for not mentioning my issues at check-in, insisting that I should have complained earlier. Her lack of empathy was disheartening, especially when I explained that it was difficult to assess the room's conditions while trying to find sleep amid the noise.

I have always been a fan of the Holiday Inn Express brand and have never encountered such a lack of hospitality or concern for patrons at any other location. This experience has led me to believe that perhaps there is a significant lack of accountability at this franchise. I sincerely hope that management takes these reviews seriously and works to improve the conditions and service at this location.

In summary, if you're looking for a restful stay near the Atlanta airport, I would recommend seeking accommodations elsewhere. The noise, lack of air conditioning, and poor customer service make this location...

We arrived at night, and the front desk attendant was ok, but not excited to see us. Check-in was easy except she told us the total and continued clicking away at her computer, so I didn’t realize she was ready for me to pay. We stood there for a couple of minutes before I asked if she was waiting on me, and she answered in a very annoyed tone “yes”. One of the factors in choosing our hotel was it having an airport shuttle which it clearly stated online it had. For some reason, I wanted to be sure so I asked her and she said, “no, but we can set you up with a taxi.” There was a little back and forth before she said the shuttle was down for maintenance. I also had to get clarification if she was setting up a taxi for us to pay for, or that they were covering it. She just seemed annoyed with me when she answered that the hotel would cover the charges. A much better way to have answered my original question would have been, “I’m sorry but the shuttle is down for maintenance, but we’ll be happy to set up and cover a taxi for you so you can catch your flight.” Also, it would have been nice for her to offer up that information at the beginning assuming that someone staying there might need to get to the airport. If I had not have asked, we would have been waiting around for a nonexistent shuttle the next morning. Poor customer service. Now for the exciting part. When we went to enter our room, it was locked and we could not get in. We could hear rustling for about 30 seconds before a lady walked out with what appeared to be a few personal items in her arm. She said the room was ready and we could go in. She in no way appeared to work there and at 11:00 at night, no one’s in there cleaning so we have no idea what she was doing. The room seemed fine, and since it was late we didn’t bother with it and went to bed. The room was nice, clean, and updated. The bathroom was good too, but the toilet was so loud! We left before breakfast was supposed to be open, so I have no review on options or quality. If it weren’t for the lack of friendliness at the desk and a stranger in our room, our stay would have been great. Both are easy fixes.

Edit* I’d like to add that I received. Follow up email from my survey that contained personal e-mail and phone number to contact if I needed anything else. Almost a month later and several follow up e-mails, I still have not received a response. They don’t care. Stay somewhere else. Don’t give...

On the night of December 13, I checked into this Holiday Inn expecting the stay I had carefully planned and paid for. I had reserved two rooms—one with cash, the other with loyalty points I earned through years of travel with IHG. Prior to arrival, I called the hotel to request connecting rooms for my family. That’s when I was told we could be accommodated, but only if I accepted a downgrade from the queen suites I had originally booked to standard double queen rooms.

It wasn’t ideal, but I agreed ONLY because I believed my family would be in connecting rooms. That never happened.

When we arrived, I was told there were no connecting rooms available and that the hotel had no record of my request and was fully booked. By that point, we were already stuck with downgraded rooms. I stayed with my son in one room, while my wife stayed in the other with our daughter. It wasn’t just a logistical problem, it was stressful because of the atmosphere.

The environment made things worse. There were large groups of guests, many of whom seemed to know each other from college football teams, bands, or other pro bowl related events, who were moving from room to room, making noise, playing music, and smoking. The smell of marijuana and other smoke filtered into the halls, and the atmosphere felt more like a dorm party than a hotel stay. Staff never intervened. There was no visible management.

Meanwhile, I had no choice but to leave my wife and daughter alone in one room while I stayed in another. In a hotel with little oversight and an unpredictable crowd, that felt incredibly wrong.

I’ve been loyal to IHG for years. I used my points and my money expecting a level of care, respect, and safety for my family. Instead, I got less than I paid for and was placed in a situation no parent should have to tolerate.

There was no accountability. No follow-up. No apology. Just a downgraded experience and the sense that no one was in control or even paying attention.

This wasn’t just a simple mistake, it was a complete failure of service and responsibility.

It felt like buying a first-class ticket and being tossed into the cargo hold, then being told I should just be grateful I made it on the plane. They just take your money and points.

If this is how IHG treats loyalty or people, I genuinely have to ask:...