Holiday Inn Express & Suites Edinburg-McAllen Area by IHG — Hotel in Edinburg

This was truly the most miserable stay at a hotel we’ve ever had (we are IHG Rewards members and Holiday Inn regulars). So many five star reviews surprises me... the hotel itself is new and clean, but the experience was AWFUL. First of all, note that if you book a “suite” you are getting one big room with a little tiny 1/8 wall that separates the bed from the living area. If you’re traveling with kids (which we were), this equates to disaster. We specifically asked if these suites were two separate rooms (some Holiday Inn Expresses are, some are not) and were told they were at booking. I guess their definition of suite is different. As for the rooms, they are SPARTAN. There’s no closet, no curtains, no lamps, no clock, limited (and weird) lighting, two towels, no extra blankets or bedsheets for the pullout couch (which are usually found in a closet). I went down to the front desk to request these items. The woman at the desk literally gave me a stack of WET TOWELS. I asked, “Are these a little damp?” She said, “Yeah, they’re a little wet, but they are clean!” The bedding she provided turned out to be a single flat sheet and a thin, scratchy blanket. No mattress pad (gross), no top sheet, no comforter. She was kind enough to bring them up to the third floor herself, though, so I appreciated that. But the bedding was unacceptable. They should be providing pre-packed complete bedding sets in a zippered plastic pouch— that way the college student on duty doesn’t have to think too hard and give half of what is needed. (I did ask about what we received and she said, “yeah, it’s always like that.”)

The worst part of the stay was the NOISE. A new hotel should have good sound mitigation, but we heard running, bumping, and jumping THE.WHOLE.NIGHT. It was MISERABLE. No one could sleep, the beds were uncomfortable, the room temperature was cool but insanely humid (how does that happen?!), and there was no fan in the bathroom to relieve humidity from showering.

Bottom line, guys, I’d go somewhere else. There are other new, well-rated hotels in town that we could’ve picked from, and we chose this one. Big mistake. Try another one. Don’t risk it. Our whole next day was ruined from lack of rest and that’s just not what you need, whether you’re on vacation or business....

This was truly the most miserable stay at a hotel we’ve ever had. So many five star reviews surprises me... the hotel itself is new and clean, but the experience was AWFUL. First of all, note that if you book a “suite” you are getting one big room with a little tiny 1/8 wall that separates the bed from the living area. If you’re traveling with kids (which we were), this equates to disaster. We specifically asked if these suites were two separate rooms and were told they were at booking. I guess their definition of suite is different. As for the rooms, they are SPARTAN. There’s no closet, no curtains, no lamps, no clock, limited (and weird) lighting, two towels, no extra blankets or bedsheets for the pullout couch (which are usually found in a closet). I went down to the front desk to request these items. The woman at the desk literally gave me a stack of WET TOWELS. I asked, “Are these a little damp?” She said, “Yeah, they’re a little wet, but they are clean!” 😧 The bedding she provided turned out to be a single flat sheet and a thin, scratchy blanket. No mattress pad (gross), no top sheet, no comforter. She was kind enough to bring them up to the third floor herself, though, so I appreciated that. But the bedding was unacceptable. They should be providing pre-packed complete bedding sets in a zippered plastic pouch— that way the college student on duty doesn’t have to think too hard and give half of what is needed. (I did ask about what we received and she said, “yeah, it’s always like that.” 🤷🏻‍♀️)

The worst part of the stay was the NOISE. A new hotel should have good sound mitigation, but we heard running, bumping, and jumping THE.WHOLE.NIGHT. It was MISERABLE. No one could sleep, the beds were uncomfortable, the room temperature was cool but insanely humid (how does that happen?!), and there was no fan in the bathroom to relieve humidity from showering.

Bottom line, guys, I’d go somewhere else. There are other new, well-rated hotels in town that we could’ve picked from, and we chose this one. Big mistake. Try another one. Don’t risk it. Our whole next day is ruined from lack of rest and that’s just not what you need, whether you’re on vacation or...

The staff was exceptional with their personalities and willingness to cater to our needs- though you could tell that their willingness to do so lack as a result of training.

The front desk clerk was an amazing girl who worked very hard, but when large groups sharing a room, or more than one person in line, she was overwhelmed- I do not think that it was as result of her at all. I feel as though there was not management presence to her assist her in these waves.

It was obvious that the correct employees were hired, but that they did not have the support or direction that they needed. It was apparent that they all were working as hard and as best as though could.

The location was nice, the amenities were great.

In addition, we had paid the extra fees to receive the additional 5000 bonus points per night to our account which we did NOT receive.

We were very disappointed about the lack of acknowledgement displayed for our ongoing IHG member status. I am guessing this too, was a result of training or follow up. I understand that training is difficult- but management follow up and positive reinforcement and aid- with eyes everywhere is essential in the hospitality industry.

Other than that mentioned, the location was great. The overall was a good experience, and the amenities were substantial with the exception of the lack of a bar or restaurant (typical and to be expected in the HI Express locations)- which we knew of prior.

I am sure the manager is wonderful and is in the position that they are in- but I would question his back-up and support- he cannot be at all locations- training each individual.

We are always impressed overall with our experiences and the rooms are always consistent, the locations convenient and clean, and many locations are updated with reasonable prices. We choose to come back as a result. I am just expressing these "concerns" not "complaints" as it is hard to come by hard and devoted workers and minimize turnover- and I fear that the lack of support the staff has will eventually...