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

We arrived to the hotel at 7:20 pm after a long travel day and were told, somewhat in a rude tone, that our room was not ready and we would have to wait. Not one staff member had a mask on, even though the newspapers headline that week was that the county had just ordered a mandatory mask requirement for all staff working indoors. Our room was ready in 40 minutes. When checking in, the desk staff barely acknowledged our wait and offered my 5 yo a basket of junk food. The room was clean when we did get in, which is the only reason I am giving 2 stars. In the morning when we went to breakfast at 8 am, the staff was barely keeping up with the demand of a full hotel. I appreciated that the breakfast was a variety of options we could take with us. When we were leaving, the breakfast staff was outside smoking and complaining loudly about her job and how she wanted to quit. She then proceeded to go inside and complain to the front desk staff about the amount of people at the hotel and, using a lot of profanity, jokingly yell at another staff member, all while neglecting to restock the breakfast items (which had quickly been depleted in her absence). When trying to charge another card for my room, I had to ask two staff members to help me, and they both told me they "haven't been properly trained on how to use the computers yet". Overall, this hotel was overpriced at $220, the staff was rude and very unprofessional and my stay was not pleasant. I will not stay here again. I have worked in housekeeping, I know it is a hard and exhausting job. The room was clean and I appreciate the hard work it took to clean our room in such a quick turn around (I was told by another staff member it was the management staff that had to finish cleaning the rooms) However, it is extremely unprofessional to have rooms not ready at 7:20 pm and to have poorly trained and rude staff. There are several other hotels to choose from and I will try my luck with a different...

It seems the management of this hotel has changed in the past year. While the staff during our stay last year were inviting and pleasant, the staff this year (6/2024) did not follow that standard. At check-in, we were not greeted with a smile. During both check-in and check-out at the front desk, it was apparent the staff did not want to be there and I was made to feel I was a nuisance. Although we reserved our room for 4 individuals, the room was not stocked with sufficient bath towels, hand towels, nor washcloths. After standing in line at the front desk to request additional towels, we were told they were out and didn't know where housekeeping kept their clean towels. We had to problem solve to request towels from a vacant room. If you're looking forward to the fresh pancakes at breakfast, take note their machine was down. The sausage was also cold and overcooked-even at an hour before closing. Another disappointing surprise was the credit card surcharge applied to our bill; had I not requested a printout at check-out, I would not have seen it. I was not notified of the surcharge upon booking the reservation, nor at the hotel. When I asked about the surcharge, the front desk said they've been charging it for a few months. She was unapologetic and said people pay for their rooms with cash. Upon arriving home, I find the pending charge on my credit card is even higher than the reservation rate plus the credit card surcharge. Once the charge posts, I will match it against my printout at check-out. Be sure to obtain a printout from the front desk at check out so you have a statement of charges/invoice in the event you need to dispute an incorrect charge on your credit card. The final printout at check-out was also the only way I saw the credit card surcharge. Don't let them surprise you...

Was gonna wait until the end of my stay to sing praises, but I can always come back and append. Holiday Inn Express & Suites is my husband and my choice when we travel. We recently stayed in Valencia (CA), and it was fabulous. We are now Platinum Elite Members (sounds so fancy-pants) which means my three nights here are on points and racked up some more even tonight, plus got to spin the Wheel of Fortune at the Front Desk.

Can we take a moment to camp on my Front Desk experience? AFRIEL (like the Little Mermaid) was FABULOUS (and deserves a big, fat raise — are ya listening, bosses???) and went over and above to make me feel welcome. She then went over and above to get distilled water to me for my BiPAP machine (and while personally delivering that, helped with the thermostat so I didn’t try to set off the fire alarm again by thinking it was in fact the thermostat. Getting old is hell, ma peeps! Now that is just my experience a few short hours into my stay in a completely ADA-looking room (had a fall and am on walking sticks) which is clean as a whistle. Spic and span thanks to Isabel in Housekeeping . (“Everybody counts or nobody counts” is the motto of Harry Bosch, a fictional Los Angeles homicide detective created by author Michael Connelly.) Be kind, sew goodness, and stay at Holiday Inn Express & Suites when in hElko, NV. You’ll be glad you did. If you meet Ariel, tell her Cheryl is still singing...