Holiday Inn Research Park — Hotel in Huntsville

This hotel is a mess right now - before you book I would CALL and see how torn up it is. The rate (especially after staying in a Hotel Indigo the next night in ATL for not much more is NOT worth staying here at the moment) Check in was lovely - wonderful guest services - it went downhill from there. The lobby is in shambles - and the noise is ridiculous (don't expect to sleep in at all). If the website and/or app has said this hotel was in the middle of renovations, I would NOT have booked. I spoke to the front desk manager on Saturday morning - he made more excuses than he did trying to make things right. I called down and asked for late check out - he said sure - but, my card was deactivated anyway early. I asked him why nothing states it's under construction - he said it that the website did - but, it's not anywhere I can find it. His attitude was not great as he told me they only have certain times of day they can work - and this has to get done. Ok - great - then warn your guests BEFORE they book. The hotel gave free breakfast as a courtesy - but, you have to walk through an active construction zone to get to it - and it was setup in a lobby and makeshift room. I will tell you that it is also an unsafe walking environment as the workers were installing quartz counters in the area we had to walk to breakfast - and the clearance for walking was maybe 4 feet wide (if that).The service for breakfast was fabulous - and you could tell the waitstaff was trying hard to help their guests have a good morning. Oh - and for the record - I did ask for bonus points (yep - because this price was not worth what was offered) and that too fell on deaf ears with the front desk manager. I also told him - in the interest of disclosure - that his ability to make this right would also affect my review - also fell on deaf ears - so here you go. It's probably the absolute worst HI experience I've...

Well this experience was triggering and trauma-inducing. My daughter and I booked this hotel over a month prior (early Aug.) to our stay in preparation for AAMU’s HOCO (late Sept.). We arrived to check-in after midnight after a 7 hour drive. The check in experience was nothing to write home about.

We received our room keys and upon entry was greeted by a large cockroach. We immediately left the room and returned to the front desk. The clerk apologized and provided a different room. Things seemed okay until we pulled back the bed sheets. They were stained and appeared to have small black spots on them. Upon a more careful inspection, we discovered what appeared to be a bedbug larvae in the seams of the mattress. This was extremely concerning and triggering.

We returned to the front desk and I explained I did not feel comfortable sleeping there. I have a tremendous fear of taking home bedbugs. Before we left we were told to contact management in the morning. By this time it's after 1 am and we were left to find lodging. Many places were sold out due to homecoming. After visiting about 4 sold out hotels we finally found some where to sleep at around 2:30 am. Of course, the budget hotel we found, while clean was overpriced.

Needless to say after speaking with the management next day or so he refunded my money (while it was appreciated it was the least they could do). He agreed and offered to add reward points to my account which NEVER arrived in my account. To say that I am disappointed is just an understatement. The lack of concern, not to mention the empty promise(s) is just poor customer service. This was a gross example of just not caring.

I've stayed and patronized IHG for many years for both business and pleasure. I expected a better resolve with this whole ordeal. I extremely discouraged with how this whole situation unfolded and was...

I called ahead of time, before we booked and inquired about continental breakfast. They said yes it was included. We got there, checked in and I asked again about breakfast and it was stated to us that this was a full service hotel and they had a breakfast buffet but it was 13.00 per person but also had a breakfast menu which they gave us. We went ahead and got to the room. The next day was hectic so we didn’t worry about breakfast. We left the hotel and stayed out most of the day. Came back and our room was still dirty. No clean towels, trash still in the room etc. We went to the front desk and asked why our room wasn’t cleaned and it was stated to us that it was this way due to COVID, something that should have been stated upon check in. We got clean towels and more coffee. We asked to be put on the list for the next day so she wrote our room number down. The next morning we got up and went down for breakfast. According to the menu that was given to us upon check in they had some items listed on a separate paper stapled to the main menu. We went to order and the lady at the restaurant stated they only do buffets. We politely told her we were going based off the menu they gave us upon check in. She had no clue what we were referring to. We left and went out to eat. Stayed out all day again. Came back about 9pm and the room was still not cleaned. We went back down and alerted the front desk again but all we got was another run around. I don’t believe the staff has a clue to what each department does on a daily basis. We were also told upon check in that the hot tub was just filled up but only needed to heat up then we could use it. The day we checked out, it was still inoperable. I think corporate needs to retrain this...