Holiday Inn Express & Suites Phoenix East - Gilbert by IHG — Hotel in Gilbert

Checked into a room on Saturday 9/3 very late, after a drive back from San Diego to find FILTHY sheets on the bed. Called down to the office and they were more than happy to switch rooms for us, the 2 ladies that were behind the desk that night were very helpful and respectful!

Early next morning 9/4 we remember we forgot a bag with items that had a sentimental value... as well as items we purchased from San Diego a few days prior. We went down to the desk to inform them we forgot it. We were told the room hasn't been touched yet and she would pass the note to house keeping! I watched her write it down on a pink sticky note. (we have a time stamp on the photos we took of the items as well in the room.)

The next few days of our stay, we kept checking back. The room wasn't cleaned until 9/6, that night Tommy who was working at the desk had NO idea what I was talking about, and he said he would go check the lost and found. When he came back he said yeah I remember seeing the note on the computer screen. Pretty weird he had no idea until he had to go back into the room to remember. He had a bad attitude from the start of the conversation.

Talking with long term guests in the pool who are staying in the hotel next door that is owned by Mike as well, told us how they had stuff end up missing from their room as well.

I don't know how we go from helpful staff to staff who just simply had 0 care within just a few shifts. We should've been given our property. The room was NOT cleaned, by the time the room was cleaned the note was IN the system. So whoever cleaned that room is just a thief and this location likes to cover for their scummy staff.

Overall the stay was okay aside from all of the issues we encountered, breakfast was good with different choices, pool was nice, but having thieves in the house keeping dept is a big issue. Ive called three times today and got the voicemail each time.

Spoke with Eliah Black the GM on 9/9 @ 14:23 was informed he did see the note in the system, but the lady at the front desk, put in the wrong room number for house keeping checking. Eliah agrees with me that the issue should have never happened when I asked for the room key to be made as soon as we noticed as the room wasn’t cleaned, and no one was in the room. He also agrees if house keeping found the missing items, it should have been brought down to the lost and found or handed over to a manger and just stolen or thrown out.

Eliah told me he would review the log to see who cleaned the room and said he would get back to me the following week. Eliah never called back and nothing was ever done to reconcile this problem. Easily the worst stay ever, Holiday inns used to be better than this but apparently the employees at this location...

I chose to book a nine night stay here based on Trip Advisor reviews and I am so glad I did. This hotel turned out to be one of the best we have ever stayed at for a vacation. Everything was a 10! They provided great communication about our upcoming stay. Check in was a breeze and we had late arrival confirmed. The hotel is only about a 15 minute drive from the Mesa Gateway Airport where we flew in on Allegiant. Lisa at the front desk was a wonderful help to us, providing suggestions on places to see during our stay. One of the places she suggested, Boyce Thompson Aboretum, was our favorite place we visited while in the area. The pool at the hotel was beautiful, quiet and a great size. The free breakfast provided daily was the best we've ever had at a hotel. You can get just about anything you can imagine - hot or cold. The hotel itself was immaculate. It is also quite modern and new. Their housekeeping staff kept our room spotless the entire time there. The location of this hotel is also very convenient providing quick access to Baseline and Higley as well as U.S.60, all main roads which can get you to just about anyplace you want in no time at all. Our room #310, was very quiet. You do not have any road noise at this hotel as it is set back from Baseline Road. Lots of parking is also available. Fry's Marketplace grocery store is a short walk away as well as many other places to eat. Can't say enough good things about this hotel and we will be staying here again...

I chose to book a nine night stay here based on Trip Advisor reviews and I am so glad I did. This hotel turned out to be one of the best we have ever stayed at for a vacation. Everything was a 10! They provided great communication about our upcoming stay. Check in was a breeze and we had late arrival confirmed. The hotel is only about a 15 minute drive from the Mesa Gateway Airport where we flew in on Allegiant. Lisa at the front desk was a wonderful help to us, providing suggestions on places to see during our stay. One of the places she suggested, Boyce Thompson Aboretum, was our favorite place we visited while in the area. The pool at the hotel was beautiful, quiet and a great size. The free breakfast provided daily was the best we've ever had at a hotel. You can get just about anything you can imagine - hot or cold. The hotel itself was immaculate. It is also quite modern and new. Their housekeeping staff kept our room spotless the entire time there. The location of this hotel is also very convenient providing quick access to Baseline and Higley as well as U.S.60, all main roads which can get you to just about anyplace you want in no time at all. Our room #310, was very quiet. You do not have any road noise at this hotel as it is set back from Baseline Road. Lots of parking is also available. Fry's Marketplace grocery store is a short walk away as well as many other places to eat. Can't say enough good things about this hotel and we will be staying here again...