Atwell Suites Henderson at the Pass, an IHG Hotel — Hotel in Henderson

My partner and I had a really unpleasant stay here. Short version: LOUD hotel, concerts right outside your window multiple times a week, poor construction, missing amenities, weird rooms, and a staff that hasn’t figured out operations yet. Not worth the price.||Long version:||Several things about the hotel were attractive and positive. The staff was friendly, even if they were still getting oriented, and we enjoyed interacting with them, though again they didn’t seem inclined to help with things that went wrong. The amentities were good in-room (refrigerator, microwave!) as well as in common areas— we especially enjoyed the coffee and tea bar. The pillows were comfortable (even if the mattress lowkey sucked).||But unfortunately that is where the good experience ended for us. We were not aware when booking that the hotel is on a local party street, and on the first night, there was a Zydeco/creole dance party/concert in an outdoor pavillion just across the street that went on past two AM, and just sandblasted our room with sound. We did not sleep. The walls and floors in the hotel were thin enough that we also heard every cough and shuffle (and many more unpleasant things) from our neighboring rooms. Our upstairs neighbors may have just been learning how to walk, because they toddled so heavily that we thought we were being pranked. I asked staff if they had earplugs we might use, but there were none in the hotel and none in the onsite market. In a hotel next to an outdoor concert venue that has late night live music multiple times a week, this is a baffling oversight. I asked if we could move rooms. The staff member said something like that we could come back later and ask again if there was music again, but that the music probably wouldn’t come back. I did  not feel that my concerns were being understood or respected. ||While we were in the lobby that morning, multiple other guests visited the front desk where staff essentially argued with them that they couldn’t do anything. When they left, a staff member (manager? A tall man) suggested that they put a sign out front saying “live music!” On concert nights, so people would know when they checked in. But— people should be aware of this at booking, or they’re in for a rude surprise.||Our room was in surprising disrepair— The shower handle pulled out of the wall when we tried to use it, and caulking and plaster/debris started falling out. The U-pipe under the sink leaked freely onto the wood cabinet below. There was a mysterious, vestigial door leading into the bathroom from the back of a closet, and that door didn’t lock, making privacy in the bathroom impossible. When opened, this door looked directly in on the toilet.||The problems continued in common areas. When we arrived in the breakfast area during service, with over an hour left of service, and asked whether they had more of the two items we wanted (oatmeal for me and biscuits for my partner), we were told that they wouldn’t be making more of those foods that day. Medical issues mean i have to manage my diet carefully, and it was really inconvenient to not be able to use the breakfast we had paid for in our room fee. By the time we left the hotel, staff had changed the breakfast hours sign to permanently reduce breakfast time from 4 hours a day to three. Last but not least, there was blood on the floor of the elevator on the morning we checked out, which was just the icing on top, and seemed really dangerous and unsanitary. Staff did say they’d have maintenance and housekeeping look into these issues after we left.||They would have to make some serious changes before i’d consider staying again. It’s a shame, because I was looking forward...

My partner and I had a really unpleasant stay here. Short version: LOUD hotel, concerts right outside your window multiple times a week, poor construction, missing amenities, weird rooms, and a staff that hasn’t figured out operations yet. Not worth the price.||Long version:||Several things about the hotel were attractive and positive. The staff was friendly, even if they were still getting oriented, and we enjoyed interacting with them, though again they didn’t seem inclined to help with things that went wrong. The amentities were good in-room (refrigerator, microwave!) as well as in common areas— we especially enjoyed the coffee and tea bar. The pillows were comfortable (even if the mattress lowkey sucked).||But unfortunately that is where the good experience ended for us. We were not aware when booking that the hotel is on a local party street, and on the first night, there was a Zydeco/creole dance party/concert in an outdoor pavillion just across the street that went on past two AM, and just sandblasted our room with sound. We did not sleep. The walls and floors in the hotel were thin enough that we also heard every cough and shuffle (and many more unpleasant things) from our neighboring rooms. Our upstairs neighbors may have just been learning how to walk, because they toddled so heavily that we thought we were being pranked. I asked staff if they had earplugs we might use, but there were none in the hotel and none in the onsite market. In a hotel next to an outdoor concert venue that has late night live music multiple times a week, this is a baffling oversight. I asked if we could move rooms. The staff member said something like that we could come back later and ask again if there was music again, but that the music probably wouldn’t come back. I did  not feel that my concerns were being understood or respected. ||While we were in the lobby that morning, multiple other guests visited the front desk where staff essentially argued with them that they couldn’t do anything. When they left, a staff member (manager? A tall man) suggested that they put a sign out front saying “live music!” On concert nights, so people would know when they checked in. But— people should be aware of this at booking, or they’re in for a rude surprise.||Our room was in surprising disrepair— The shower handle pulled out of the wall when we tried to use it, and caulking and plaster/debris started falling out. The U-pipe under the sink leaked freely onto the wood cabinet below. There was a mysterious, vestigial door leading into the bathroom from the back of a closet, and that door didn’t lock, making privacy in the bathroom impossible. When opened, this door looked directly in on the toilet.||The problems continued in common areas. When we arrived in the breakfast area during service, with over an hour left of service, and asked whether they had more of the two items we wanted (oatmeal for me and biscuits for my partner), we were told that they wouldn’t be making more of those foods that day. Medical issues mean i have to manage my diet carefully, and it was really inconvenient to not be able to use the breakfast we had paid for in our room fee. By the time we left the hotel, staff had changed the breakfast hours sign to permanently reduce breakfast time from 4 hours a day to three. Last but not least, there was blood on the floor of the elevator on the morning we checked out, which was just the icing on top, and seemed really dangerous and unsanitary. Staff did say they’d have maintenance and housekeeping look into these issues after we left.||They would have to make some serious changes before i’d consider staying again. It’s a shame, because I was looking forward...

We had a really unpleasant stay at this hotel. There are a couple of BIG things they need to figure out.

Several things about the hotel were attractive and positive. The staff was friendly, even if they were still getting oriented, and we enjoyed interacting with them, though again they didn’t seem inclined to help with things that went wrong. The amentities were good in-room (refrigerator, microwave!) as well as in common areas— we especially enjoyed the coffee and tea bar. The pillows were comfortable, even if the mattress was weak and you could feel the springs.

But unfortunately that is where the good experience ended for us. We were not aware when booking that the hotel is on a local party street, and on the first night, there was a Zydeco/creole dance party/concert in an outdoor pavillion just across the street that went on past two AM, and just sandblasted our room with sound. We did not sleep. The walls and floors in the hotel were thin enough that we also heard every cough and shuffle (and many more unpleasant things) from our neighboring rooms. Our upstairs neighbors may have just been learning how to walk, because they toddled so heavily that we thought we were being pranked. I asked staff if they had earplugs we might use, but there were none in the hotel and none in the onsite market. In a hotel next to an outdoor concert venue that has late night live music multiple times a week, this is a baffling oversight. I asked if we could move rooms. The staff member said something like that we could come back later and ask again if there was music again, but that the music probably wouldn’t come back. I did  not feel that my concerns were being understood or respected.

While we were in the lobby that morning, multiple other guests visited the front desk where staff essentially argued with them that they couldn’t do anything. When they left, a staff member (manager? A tall man) suggested that they put a sign out front saying “live music!” On concert nights, so people would know when they checked in. But— people should be aware of this at booking, or they’re in for a rude surprise.

Our room was in surprising disrepair— The shower handle pulled out of the wall when we tried to use it, and caulking and plaster/debris started falling out. The U-pipe under the sink leaked freely onto the wood cabinet below. There was a mysterious, vestigial door leading into the bathroom from the back of a closet, and that door didn’t lock, making privacy in the bathroom impossible. When opened, this door looked directly in on the toilet. Why did this exist? Poor renovation of an older building.

The problems continued in common areas. When we arrived in the breakfast area during service, with over an hour left of service, and asked whether they had more of the two items we wanted (oatmeal for me and biscuits for my partner), we were told that they wouldn’t be making more of those foods that day. We were more than disappointed— i have medical conditions that mean I need to manage my diet annoyingly carefully, and it was a bummer for one of us to not be able to use the breakfast we had paid for in our room fee. By the time we left the hotel, staff had changed the breakfast hours sign to permanently reduce breakfast time from 4 hours a day to three. Last but not least, there was blood on the floor of the elevator on the morning we checked out, which was just the icing on top, and seemed really dangerous and unsanitary. Staff did say they’d have maintenance and housekeeping look into these issues after we left.

(Photos of the toilet door, water leaking from the sink, and the shower handle coming out...