Holiday Inn Express & Suites El Reno by IHG — Hotel in El Reno

I could not believe how horribly this stay went. I've stayed at this hotel a number of times before and am so disappointed with this stay and the staff. When we arrived, the front desk was empty. After a few minutes, I called "Hello" a couple of times before the young girl (Tangie) came out from behind the partition, while holding onto her cell phone. I was not greeted as an IHG Rewards Club member and after handing over my membership card, she handed it back and stated "this is on there". We had been in the room about 45 minutes when the front desk clerk called my room and said "Ma'am... never mind" and hung up. Two minutes after that phone call a complete stranger entered into our room with a key the desk clerk had given him. I called down and she said "That's why I called you". I sent the other guest downstairs to be reassigned to his own room. The desk clerk called me back ten minutes later saying that she apologized and that's why she had called. She had never said anything in the first phone call about the possibility of a man coming into my room. When she assigned this stranger my room and gave him a key for it, she locked us out of our room, but never said anything to us about needing to reset our keys. When we returned from dinner and visiting family, we found out that we were locked out and had to go back downstairs to have our keys reset. The single beverage vending machine was out of bottles of water and the (same) desk clerk told me she was out, but I noticed at least a dozen bottles of water in the cooler in the morning. The shower curtain in our room was ripped in 3 places from the rings. There was no working ventilation in our bathroom so the entire room became humid when anybody showered. The bathtub drain plug was broken and if it weren't removed completely from the tub, it wouldn't drain. The fold-out sofa bed had chips and crumbs folded inside the mattress that we found when we opened it for my son to sleep on. The sofa bed was set to decline towards the feet once it was completely opened so it was very uncomfortable. I attempted to use the fitness center the first morning we were there. The locked thermostat was set at 79 degrees and the temperature in the room was 85 degrees and very humid. That is not a safe environment for people to be exerting themselves. There were no towels in the room and the disinfectant wipes were empty. The elliptical was in use when I entered, but was so close to the water fountain that if I had attempted to get water, I would've been hit by the pedals of the elliptical machine. The young man who worked the front desk on Saturday, August 1st was very polite, cordial, and efficient. Please commend him for his wonderful working attitude! On Sunday, August 2nd I found that there was no hand soap in the guest bathroom on the first floor near the pool. I notified a staff member and I am not sure if it was ever replaced. When we were checking out on Sunday morning, I had to call "Hello" 3 times before the general manager came out from another office. She refused to print me out a folio, even though I asked several times. She stated that it could not be done since I had paid for the room in advance. I've always paid for the rooms in advance and I've always been able to receive a folio before departing. Again, I cannot believe how horribly and unaccommodating the staff, including the general manager, were to my family on this stay. I have always been happy staying at this property in the past. I am appalled that we were treated this way when we spent $150 per night...

I was surprised at how run down this hotel was since my last visit, which was last year. Seriously, it wasn't that great. First off the trash outside was piled high and rarely emptied, this was constantly. Dirty front sidewalk with the front entrance mat crumpled in the corner. The front automatic doors didn't work well, had to pry them open with my hands once. Once inside it was ok, the front desk staff was friendly with a quick interaction. In fact, that is the only staff I saw. I stayed on two separate days. ||The elevator jerked severely when it stopped. That was elevator number 2. I wouldn't take the elevator again or used the stairs, it was that concerning. Every single vending machine on all floors were completely empty and totally out of service. Even the amenity room adjacent to the reception area was empty. Also, no card to put the hotel keys in. Nope, just a key and a post-it note with the room number and password to wifi. ||On the first day, the room was musty and wasn't as clean as it should have been. I almost left, because it felt dingy and smelt. The door had a huge gap in it, not a small one. I tried to take a picture, but it didn't do it justice. The door had to be pushed hard to get it to lock. Just slept and left the next morning.||Came back a few days later and the room was on a different floor and so much cleaner. I didn't feel the need to run out. ||Didn't even bother with breakfast. Why take the chance?||This place has seen better days. I have been IHG member for many years and usually had anywhere from good to excellent experiences with this brand but not this time. IHG needs to up their game with this property. I can't recommend this place or won't be back. I hate writing this review, but I would want an honest review when...

I called ahead prior to our arrival to see if there was availability for the night. The man on the phone told me there was, but he couldn’t help me because we was in the middle of something. We were 20 minutes away, so we arrived hoping there was still a room. The man at the desk asked if we had a reservation. I told him no, I had called and he was busy. He said that calling means nothing. Well duh! They still had a room available, so we took it. It was 2am, and we had 3 exhausted kids. He took our card, and then let us know he couldn’t give us a receipt because his printer was broken. Had been for days, but no one had come to fix it. He took our email and told us he would send us a receipt when the printer was fixed. Apparently emails require printers? The lobby looked like all the other Holiday Inn Express we had stayed at along the way. Upon exiting the elevator, the hall smelt musty/moldy. We made it to our room, and found that, although the lobby looked like a Holiday Inn Express, the rooms were far from. They are VERY old and run down. The carpet is covered in stains and the linens are thin and dingy. The toilet ran all night. It was not soothing like a sound machine, it was annoying and loud. The shower had mold and the toilet had a mystery substance all over it. I don’t even want to know what it was. It was definitely not a cleaning product. Everything has a sign that it was either closed or out of order. The real kicker is that it cost the same as the real Holiday Inn Express, so we paid a hefty amount to stay there. Such a disappointment. We chose this location because we wanted to avoid staying in the heart of a large city. We should have waiting until we made it through Oklahoma City and booked on the other end. Needless to say, we will...