Holiday Inn Express & Suites New Orleans Airport South by IHG — Hotel in Kenner

Upon arrival we were greeted by an overwhelmingly unfriendly front desk employee. Orders were barked out that we should request any items we may require during our stay, Items like soap, bathroom tissue and towels. We were informed that staff would not enter our room under any circumstances

during our stay due to COVID regulations. It is my general understanding these items are standard and provided during room cleaning and setup. We were required to carry these items to our room along with our luggage.

Entering our room, it became clear why these Items had not been provided during cleaning. The room had barely been touched since the prior guests. Our room was dusty and had cobwebs hanging from the ceiling, the bathroom floor was sticky and had shoe tread prints all over. Overall, the room was in a terrible state of disrepair. The bathtub had been broken and patched. The shower head was rusty, and the carpet had pulls and runs.

The last day of our stay we left early in the morning to go to breakfast at which time we took some of our luggage to the car. We stopped at the front desk however, to inform them that we were not checking out, and would be returning to our room, to rest before our 12:00 pm check-out time. We arrived back at the hotel at 10:25 am and returned to our room to find all our things had been taken. The room was exactly as we had left it, except the bedding was removed, and our grocery and refrigerator items were missing. What an extraordinary coincidence since employees are not permitted to enter the rooms during our stay.

We had taken time out of our trip to shop at Wholefoods for the second part of our travel. We were driving 3 hours to Eunice where we had booked a second stay at a Holiday Inn Express. We went to the front desk to ask what had happened to our things. We were told the staff had assumed we checked out

and had thrown them away. The manager, obviously not believing us, said she would have someone go through the trash and see what had been taken from our room. An employee arrived two minutes later, with our grocery bags full and completely unwrinkled, but still claiming they were in the trash. I asked about all the cold items and the manager asked him to go back and check the refrigerator A.K.A. trash.

After finding most of our items the manager unapologetically reimbursed us for the items that had been stolen. There was no apology or concern for our inconvenience. There was no apology or compensation because we could not use the remaining hour and a half of the time remaining of our stay, to rest and freshen up, before checking out. This could not have been a more disappointing, frustrating, or underwhelming stay. I have to say, an unfriendly staff, a dirty room in disrepair, having things stolen, and being kicked out before check-out time, was not the Holiday Inn experience we expected....

This was probably the worst stay I have ever had in an IHG hotel. Upon check in we were not greeted at all, in fact we had to get the front desk agents attention because was too busy on her cell phone to even look up. And on top of it the check in process was difficult, she charged the company card despite being very clear upon check in that this was a third party reservation, there for this card was only supposed to be used at an incidental. She had responded with an “oh yeah sure” and just rushed through the process charging the company card ( which we had to deal with later to get reverse and fixed.) The agent was also complaining a lot about her personal issues as her phone kept going off during check in. ( it was really some quite personal information she was sharing too) The room she first put us in smelled of mildew and so w had requested a different room. Which we had to do everything in our power for her to offer a different room as she was quick to just want to cancel and send us away. Upon going to the front desk later that night I saw the agent sitting in the lobby on her chair with on leg up and was very sprawled out this wasn’t no later than 9:30pm. Wasn’t appropriate for any woman to be sitting so exposed and on top of that someone that’s supposed to be the face of an IHG property/ in a professional type setting . This treatment I felt like I was checking in and staying at one star motel. And not at an IHG property. I will say this though the only god send and hope this hotel had was the front desk agent during the day. She was polite, professional and very helpful and helped us get our card situation sorted out. And to be honest I’ve worked for IHG property in the past as a loyalty champion and in sales and I’m am just blown away by how this stay went. Check in is really so very important that first impression means a lot and as a corporate traveler I stay a lot at many hotels and prefer IHG 9/10. But next time I come to New Orleans I think I would rather stay somewhere else. The hassle of everything with check in and having to deal with getting our card charged to the right one, and getting emotionally dumped on after a 12 hour drive and just dealing with an employee who obviously doesn’t want to be her just made the whole experience terrible. Which is sad because the other amenities, such as pool, breakfast, house keeping and the fitness center was all pretty good and standard for an IHG. And the property is a really nice property just wouldn’t stay again on account of the check in process and treatment by...

Well the third room was about

as good as it was gonna get.

I had asked so many times

for things at this run down,

filthy hotel. After asking over and over

and they could never get it right,

I drove to Walmart

and purchased some cleaning

supplies, gloves, paper towels,

hand soap (room wasn't stocked w/hand soap) etc. and wiped down everything

and cleaned the entire room, bathroom.

Then I left and returned later that evening.

Finally after showering and settling In I go

on to bed.

I am In a King Suite on 3rd floor the bed has 4 pillows.

The bed clothes appears clean no dingy spots.

However there was a sour smell coming from somewhere

and i couldn't figure out where the smell

is coming from. Finally i figured It out.

The pillow cases were clean but the pillow

itself that my head was on was sour. I went down at that hour

and asked for 2 more pillows.

The second shift desk clerk said there are notes

and It looks like my stay would be comp'd

and the night auditor would adjust. None of that happened.

I paid In full for my stay and had to clean up my room etc.

for myself to be comfortable.

Upon check In w/all the problems

one desk clerk offered me 35k points

so I said okay. When I asked her about

the points at check out she said she did honestly

say that she would honor me 35k

points but the next day at check out she said she

didn't mean to give me 35k and that she would

give me 3k points for all my troubles at the hotel.

The operations manager only said why didn't I continue to ask

for items etc. but I said "how many times should a guest ask for the

staff to 'DELIVER' and have the rooms stocked and clean and ready to go? It would have been never ending as It was already.

They do not believe In any type of customer service or cleanliness.

Best advice from the operations manager was to email pics of the cleaning supplies that i purchased.

I do not recommend this hotel. I have never felt so gross In my entire life.

P.S. I am not just traveling w/cleaning supplies for the fun of It. I have never had to go and purchase cleaning...