Holiday Inn Express & Suites Elk City by IHG — Hotel in Elk City

While the room was adequate the staff was the worst. This motel absolutely was not worth what we paid to stay there. What we experienced at this property is what We might expect at a motel priced at $50 or $60 a night.

It's hard to put in words. The impression I got from body language to spoken responses was that they just didn't care.

My most memorable was the breakfast experience. We discovered there were no biscuits to put the gravy on or eat along with the eggs and that the pancake machine didn't make any pancakes. Breakfast is at 6:30am and we arrived at 6:40am and I could find no one working in the breakfast area so I went to the front desk.

After waiting and knocking on the counter, more than once, a lady appeared. When I informed her that the breakfast area was unmanned her first response was that she had nothing to do with that. When I informed her that there were no biscuits or pancakes she stated, " oh yeah he had to run to the store." When asked about the pancake machine she stated "oh he probably hasn't put the bag in it yet and it won't make pancakes if he hasn't put the bag in it." With her statement I received a look that she was incredulous that I didn't know that. FYI I heard another quest make a similar inquiry about the pancakes.

Eventually the breakfast attendant did return. However before the biscuits arrived the same lady I spoke with at the desk came to the breakfast area to get herself some food and my wife asked her about the lack of biscuits to which she replied, as she pointed out the breakfast attendant, " well he's back why don't you ask him?"

Long story short the biscuits appeared but were cold. When my wife informed him that the biscuits were cold he responded "I can warm them up but are they that cold." Needless to say we had cereal.

As we were leaving I attempted to take a cup of coffee with me but no tops were available. The breakfast attendant was AWOL again and when I informed a different lady at the front desk that they were out of tops she said that she didn't think HI Express provided tops. I'm certain she is misinformed as there was a rack for the tops adjacent to the coffee pots and there were a few tops available when we first arrived for breakfast at around 6:40a.

During this entire experience I never heard anyone utter the words that they were sorry for the inconvenience or were we ever asked if we enjoyed our stay...

I was surprised and disappointed that I had some problems associated with my stay on 5/24/2021. First off, I checked in late and was told that they don't have any more pet rooms. When I booked the room, I specifically called the 800 number and inquired that this hotel takes pets, because their page online says they take pets and I'm traveling with a pet so need to make sure this location takes pets. The person on the phone said this location takes pets after he verified that it did. I told the lady behind the desk this iteration and that surely after I'd driven over 800 miles that day, she's not going to tell me that they don't take pets. What am I supposed to do with my dog? She made rearrangements so I could bring my dog in. During that, she said that I should call the hotel directly to verify. What is the purpose of the 800 number??? She said that's just what she's told to say, which tells me that she really doesn't care. Thanks a lot.

Then, I could hardly get the shower to work. Lifting the pull thingy to change from bath draw to shower head was nearly impossible and only sort of changed over. Thus, my shower was terrible with weak water pressure. To top if all off, the tub did not drain well so I was standing in my own filthy dirt. That is gross and inexcusable. What a turnoff. I wasn't going to call for maintenance at 10:30 at night -- is there even maintenance service then??

The room was spotless - probably no one else was able to take a shower. The bed was very comfortable and I slept great after a long day on the road. The place is quiet and very clean. I felt very safe there and the hot breakfast was delicious and very appreciated. Sadly, the bathroom was awful. Perhaps management will coordinate with booking and their front desk to clarify things on making reservations, especially when it comes to pets; and customer service etiquette. Part of offering excellent customer service is making people think you care, even if you don't AND THANKING people for staying there. If you didn't have patrons, none of you would have a paycheck.

I would welcome a phone call from...

First time in five stays that the front counter staff has actually booked me in the proper room that I reserved and paid for. I stay here simply because it's convieniance to my office accross the highway. The assistant manager still had to check with the manager to make sure she had me in the right room because she doen't know the room layout after 6 months of being open. But they actually put me in the room I reserved the fist time I checked in... Customer service was a little better than the last time I stayed. But still lacks the welcoming greetings and proper organization that one comes to expect from a Holiday Inn Hotel. Front Desk staff still lacks proper training to operate the computer and proper greetings when customers arrive.... Breakfast hasn't changed. Same Ol powdered eggs and biscuits and gravy.... And I must add that the room staff are top notch! Like I said earlier, I stay here quite often, and if the maids and hotel staff trained the front desk about customer service, this would be a much better hotel to stay at! They have top notch room service personel!!! Always polite, always curtious, clean my room regardless of when I leave or return, yes they knock in the morning, and I simply ask them to return at a later time.... And they do a very good job making your room...