Holiday Inn Express & Suites Hot Springs by IHG — Hotel in Hot Springs

Refund Deserved! Arrived 8:00 Sunday night, was greeted by friendly staff but they asked me if I minded waiting because my room had not been cleaned yet. Before I could answer, they said never mind, it has been cleaned but it has not been updated in the computer yet. I checked for clean sheets and pillows in the bed as I always do as soon as I entered the room. The bed was made neatly, but there was something in the bed that looked crusty and organic like it came from someone's head or nose. I walked downstairs and politely asked for clean sheets. The front desk lady as nice about it and someone came promptly to change them. The mattress protector was not changed and looked as if it hadn't been changed in a while. After she left, I realized that I didn't notice if she changed the pillows or the bedspread. Before I could even think about that too much, I looked at the floor by my feet and noticed it was littered with crumbs of different colors. Then I noticed the coffee table in front of the couch was covered with little toddler handprints and there were little tiny black hairbands in the floor by the nightstand. They had not even bothered to vacuum my room! It was getting dark so I tried to lower the shades. They were jammed and would not budge and I wasn't tall enough to reach them to unjam them. I went back downstairs and asked for help with the shades and reported the floor issue. The lady working the front desk was apologetic and told me she would come as soon as she could. When she got to my room, she apologized about the oversized refrigerator that was sitting in the middle of the floor because the one that fit that room was broken. I told her all I cared about was a clean room and that I had finally managed to get the shades to work on my own. She explained that IHG allows preferred members to check out after 2 and new people to check in at 4:00 and there just wasn't enough time to clean. She brought the vacuum with her but asked me if I could wait until the morning because she had 2 more people downstairs waiting on her to check them in. She promised a full cleaning of my entire room the next day. I agreed. I didn't notice until after she left that the bathroom mirror and sink were splattered with toothpaste, there was still soap rings in the shower and some kind of pink/reddish gunk all around the electrical outlet near the sink. Before she left, she asked me to make a list of everything and to turn it in to the manager in the morning. I turned my list in to the manager before 7:00 am on Monday morning. I was met with such kindness and understanding and promises of coming home to a very clean room. When I came back to my room around 5:30, it had not been touched at all. I went back downstairs and complained. I was there for work, was working long hours, and had no other place to go and no choice. I even offered to do it myself if they would give me some cleaning supplies.

The lady behind the front desk who was checking people in and answering the phone said she would do it herself so that she knew it was going to get done. I had to leave for a work dinner and when I came back, they vacuumed and that is all. On Tuesday evening when I returned to my room, someone finally put some Kleenex in the bathroom and wiped the bathroom mirror and soap spots from the shower. Each day, I had clean towels and an empty trash can in the bathroom. It seems that's all they feel they have time for. All of this is unacceptable!!! Most people were complaining about the disgusting carpet appearance because it was grimy and stained. Many complained that it didnt smell well. There was even a leak issue in the ceiling above my toilet and the ceiling was stained and crumbling above. I just wanted a sanitary place to sleep and bathe. I have had Covid since I returned home or I would have called and reported all of this much sooner. The lady told me she gave me 2000 rewards points for my trouble, but honestly, my school district should NOT be charged for this expense! I try to stay at Holiday Inn Express and Suites everywhere I go, but I will think twice...

At first, we thought the hotel was nice, but weren't too impressed with the hotel staff. At check in, there was very little hospitality from either of the front desk attendants. The room itself was good, but more poor service came when we asked for extra towels and pillows. We had to go down to get them. When we got downstairs, there were two men working at the counter, but apparently neither could bring our items upstairs. One asked several questions about our room number as though we were lying or trying to steal the towels and pillows. And the other man never spoke...even when spoken to. That night when taking a shower, I realized the shower gel dispenser was empty. (And sadly, it remained that way for our trip.) :( The next evening when we asked for extra towels, again we had to go get them. Now all of this would not have really bothered us. Somewhat poor service is truly part of the world we live in.

But then...we are sitting in our room when water starts coming through the ceiling from the room above! Yep, water coming through the ceiling! I called the front desk while my husband got a towel to put in the floor. No one came to check! My husband called back when the water got worse and started coming through a light fixture. The front desk attendant spoke to both of us like we were stupid...as though we were making this up. We assume someone finally went upstairs and told the room above us to stop using the jacuzzi tub because we heard it go off and the water soon stopped. We sat in our room waiting for someone to come check the damage to our ceiling...no one came! We waited for a long time, but not one person came or called our room. So no relaxation that night and certainly no bath in the jacuzzi tub that we selected that room for because water dripped over it for a while. The next morning when we checked out, my husband wanted to make sure it was noted in the computer about the incident to ensure we were not charged for any water damage. The front desk attendant didn't want to see his video or picture of the water raining down. He was unconcerned and outright rude to my husband when he implied that he was trying to get out of paying the bill! Uh, no! He was trying to make sure someone knew what had happened! Although a free night should have been the least of what he offered us! The experience was bad enough, but to be accused of basically making the whole deal up to get a free room!!...

This was a great hotel for the first few days, clean room, comfortable bed, Wal mart right across the street, plenty of foodies places to eat and close to the highway. Then the blackout happen at 5:38pm on Saturday 6/25/2022, went downstairs to front desk to find out what happen, was informed a transformer in the area had went out. The staff did not know how long it would take for the electricity to come back on. I was on the 4th floor so I waited downstairs in the lobby for 2 hours, then went back up those 52 long stairs to get my husband and my daughter so we could try and find a coin laundry because the washer went out when the electricity went out, so we had to drive about 4 miles to find a coin laundry. The clothes were soaking wet, and we put them in trash bags. Then when we returned to the hotel, the electricity was still out and now we had to walk back up 52 more stairs to get to our rooms. Finally, at 10:53pm the electricity came on so we decided to take our luggage down to our vehicle but the elevators were out. So there we were going back down the stairs with our luggage because we had to leave at 6:30 am. Then when we got ready to leave at 6:30am the elevator was back on, and when I stopped to check out, I ask the attendant was the hotel going to give us points for the inconvenience of not having electricity for over five hours and she said no because it was not their fault. So, we will not be staying at this hotel again. I was also told, that these blackout at this hotel happens quite frequently. I also ask if they had a generator and was told no they do not have a generator. We were able to get in our rooms, but the pool, elevator was out of commission. I would not recommend staying at this hotel until they get the transformer in...