Holiday Inn Express & Suites Malvern, an IHG Hotel — Hotel in Malvern

Let me start off by saying we always go out of our way to stay at IHG hotels because they seem to provide the best overall service. However, this location will be added to our list to avoid. We had a wedding to attend in hot springs on May 28, 2022 and since we live 7 hours away, we needed a place to stay that night. We booked one night at this hotel for May 28th. We planned to arrive between 1 PM and 2 PM so that we could shower and get changed before heading to the wedding. In all my years of staying at IHG hotels, this has never been an issue. Also, as a platinum elite member, the website indicates we should have access to priority early check in. 2 days before our arrival, we called to request an early check in and were informed that they couldn’t accommodate us under any circumstance. I have never experienced any issues requesting early check ins with IHG hotels. The next day, we called again to double check and we got a guy who said they might could make it work by giving us the first available room when we arrive. So we left on Saturday and arrived around 1:30 PM. Upon arrival to a nearly empty parking lot, the lady at the front desk again told us “sorry check in is at 3” and she couldn’t make an exception for us. She also said if she did it for us, she would have to do it for everyone. However, typically I don’t believe “everyone” requests an early check in. What made the situation worse is there was no effort to even see if we could get into a room. At this point it was just over an hour before the 3 PM check in. I find it hard to believe that there were absolutely no rooms cleaned and ready at this point. Once we mentioned the wedding we needed to get ready for, she briefly checked the computer but said since we were on the 3rd floor, there was no way the housekeepers have had time to get our room ready. It seems like there were multiple ways for her to accommodate us if she really wanted. Like why couldn’t she swap us to a room that had been cleaned since we were the only ones there early to check in? We had no preference for any particular room, so we were willing to be put in any option available. As a result of this, we couldn’t shower and instead had to change in the public restroom in the lobby. By the time we finished getting ready and were ready to leave, it was about 2:20 and she still wouldn’t let us check in. Also, we had chocolate in our car that ended up melting everywhere because we weren’t able to store it in a room before leaving for...

The only reason I stayed here instead of Hot Springs location. Was that the one in Hot Springs room I asked for and was assigned had a order so strong I became ill. Smelled like extreme body order and the room was right next to the elevator. In which I asked NOT to be anywhere near it! So I stayed at the one in Malvern even though I had all my business in Hot Springs and had to drive the 40 mile round trip up to twice a day . The staff was very friendly and tried their best. They accommodated me by getting me into my room early. House keeping was very professional friendly and helpful. The rooms need to be completely updated with new mattress and lamps with electrical plugs on them. Shortage of plugs in the rooms. Breakfast NEEDS to be changed or made mandatory that it is something standard that everyone can eat! The quality was way below standards and not not eatable. Worse breakfast I have ever had and it seemed like they didn’t care.

For a day and a half all cell phones were blocked. NO service for ANYONE inside or on the property of the hotel. You had to get outside of the building at lease 500 feet to use your phone. There was service everywhere else around the area except inside the hotel and in the parking lot.

The staff had no clue and didn’t seem to try and find out what was causing the issue. Every guest was complaining about it. It was like it was being blocked ! I did manage to have internet on my iPad but could not use the phone internet or to call in or out.

The pool was over run by children jumping splashing most of the day time hours and even at evening hours. They were supervised but you could not use the facility . Some children were running up and down the hallways on first floor . I’m glad they were having a good time but it would have been nice to have enjoyed the pool also. With that many children in the pool at one time . I was concern how many urinated...

First off, I have nothing bad to say about the stay here. We, (wife and I), checked into the hotel and were assigned a room. When in the room I went to use the toilet and it was totally loose from its mounts. I don't mean a wiggle, I mean not secured to the floor. I went to the desk and explained the situation. The clerk informed me that she had to call the manager to get permission to do a room change. She made the call and shortly there after we had another room. We packed up our stuff and moved down the hall. Upon entering the room I saw a pile of used towels on the ottoman. I placed them outside the door, went to our previous room and took those towels in place of the ones we didn't have. Toilet paper too. I told the lady at the desk what I had done so no one would think we had stolen their towels. The bed was comfy and we had a good nights sleep. The next morning on the way to checking out we were dragging our suitcases and bags to the elevator. Coming down the hall towards us was the room service guy pushing his cart. As he had me beat by a couple of steps he pushed his cart toward the elevator and pushed the button. As the door open and he pushed his cart on the elevator I figured we could have room. Nope, he pushed the button and looked at us as the doors closed. In the years that we have been traveling and the number of hotels we have stayed in, this was a first. My wife and I looked at each other and laughed. I mean usually they at least offer the elevator to the guest. Would we stay here again? Maybe. Wouldn't be my first choice. We stayed there once before in 2009 I think. The hotel hadn't been opened long. It is now a bit worse for wear and could do with a better job of cleaning and...