Holiday Inn Express & Suites Fort Stockton by IHG — Hotel in Fort Stockton

I had two rooms reserved and upon check in, found out both of my rooms had been checked into already, by two separate people! Apparently the front desk did not bother checking I.D.s at all, and had other people sign documentation with my personal information printed on each page!! Come to find out, this had happened the day before to another unsuspecting guest, only there was no room left for them. Unreal that this happened again, and twice on my reservation!

Lauren was newly on shift at the front desk, and she offered to straighten it out. She found other rooms and told me she would not be charging me for my stay. After this magnitude of a screw-up, I thought that sounded reasonable. Because I had prepaid, she said I would be refunded in the morning because she didn't have the capability to refund at the moment. She would let the morning shift know the circumstances and the resolution. I asked for that in writing because it is often that informing the next shift is overlooked. She wrote it for me.

In the morning, Crystal was there to help, along with Lauren. Sure enough, Crystal had no idea my rooms had been checked into by two other people. She was also surprised to learn that Lauren had offered the refund. The GM was called who did NOT honor the refund offered. I find this bad business. Staff should be aware of their abilities, permissions, and limits, and those should be honored and followed through. I was otherwise offered 10,000 points, which was a bit insulting.

Lauren was trying to do right by me, and I truly appreciated her. Crystal was clearly balking at the resolution from the first she heard, but she was apologetic. The GM is a disgrace to this company for not honoring her employee's, who is representing the company, promises.

I stayed at three separate Holiday Inn Expresses the following three nights. The staff at these hotels were appalled at my story and told me they had full authority and support of their GMs to rectify screw-ups, be it by comping a stay or making it up with points, and in much excess of this 10,000 I was offered.

I would never stay at this...

I decided to go ahead and write a review while my family and I were still here. Yes your currently under going renovations, but being someone who has worked in the hospitality business as well as construction and remodel business this had no impact on my families stay at your establishment. The areas of renovation were clearly marked and were seen to be kept perfectly clean and did not degrade my view of the building at all. Actually I had walked by a hall twice before I even realized it was being renovated, that's how clean and tactful this place is. the renovations that have been finished looked pristine and the area's still in progress looked just as nice! At check in, which was made so simple and hassle free, the staff was very pleasant and cheerful made my family feel welcomed and began my families rejuvenating stay with their wonderful smiles after we had been driving all day. Once we got to our rooms it was so easy to relax, as the beds and rooms were so cozy and clean it even had the "new room" smell. I will be eating breakfast here in the morning, usually I end up mildly disappointed with hotel breakfast, so I went to the common room to look at the setup and amount of space there was to provide a eclectic mix of items. I was not disappointed to find that there was more than enough room to have quite the spread of goodies, even a 1 minute pancake maker! My family and I cant wait till morning so we can go down and enjoy ourselves before we head out again for another day of driving. I have to say, even though I was warned by friends, family, other travelers and even fellow Texans that I should avoid Ft. Stockton and stay anywhere else, I wont speak to my opinion of the town but my stay at this Holiday Inn might has well have been on a beach in the islands as I was able to relax and enjoy myself as such....

We needed a place to stay overnight to break up our long drive home, that's why we stayed here. We knew that it was an oil field town. Upon arrival, this hotel looks brand new. It's beautiful!

We went inside and had to wait for the front desk clerk, who finally showed up and then walked away without saying a word. Apparently our room wasn't ready. It was 2:54PM and check in is at 3PM. I'm not sure if she didn't know how to change rooms or if there was another problem because she never said a word. Communication is important! As we're standing there confused, I notice a sign that the pool is closed because of damage. I have a water bug and honestly, had I known that, I would NOT have booked this hotel. The girl said that we could sign a waiver, and still swim, but when we went to look at the pool, there was caution tape and cones around it. I'm not willing to risk injury to my child. When we finally got to our room, we were hit with an overwhelming smell of feet. It was pretty gross! On the plus side, the rooms are nice and big. The beds were comfortable. I did notice some maintenance issues that need to be addressed in the bathroom. The caulking is gone from one side of the tub and water has made its way behind the granite. There was also mildew on the caulk that was there. Gross!

There is only one elevator.

The next morning, breakfast was okay. The pancake machine is broken, darn! Our checkout was another stand and wait for the front desk clerk to appear. She finally did. It was the same girl from the day before. I don't think she smiled once. Overall, it was a disappointing stay. I can honestly say that next time, we'll...