Holiday Inn Express & Suites Tucson North - Marana by IHG — Hotel in Marana

For starters, the staff was great. Everyone was friendly and tried to be helpful for the most part. Especially the young lady who worked at night and checked us in. She was awesome (wish I asked her name for this review).

So when we checked in, I asked the young lady if our room had a bathtub because my wife can't use a shower (medical reasons) and she said absolutely our room did (I called ahead of time to request a tub because I've noticed a lot of Holiday Inns are going to just showers). We get up to our room and I immediately check the bathroom, and it's a shower only. I call the front desk, let the young lady know the issue and she immediately switches us rooms with a tub (even upgraded us to a suite which was nice).

So now we're in the new room, it's late and we're ready to go to bed. Then I notice everything in the room has a layer of dust. Microwave, tables, end tables, coffee table, office table, etc. Everything. I quickly wipe everything with a towel, move on and we go to bed.

We get up in the morning, go into the bathroom and I noticed everything is covered in drywall dust. Shower head, sink counter, sink, tub, bath handles, etc. I take a few photos to show the front desk later and then clean up so my wife can use the tub.

We go downstairs and I ask for a manager, show her the photos, explain what happened last night and having to move rooms and she admits that room wasn't ready to be given out due to a remodel. So I request the room be completely stripped and vacuumed (thinking our bed sheets, floor/carpet and everything else in the room must be dirty too). Manager says she'll take care of it and when we returned later the room was much cleaner, but still not the standard I'm use to from IHG hotels. There was still some drywall dust in the bathroom.

Regardless, we didn't want to pack our stuff to move again and "roughed" it out for the next two days.

Again, the saving grace was the staff. I would/will actually stay at this hotel again and just assume this was a perfect circle of bad events for my wife and me. I am disappointed I wasn't offered any free points because why not, but in fairness we were upgraded to a suite with the original mistake. Unfortunately the suite was a dirty disaster. Which is why some free points would've been nice.

(I still have the few photos of the bathroom if an IHG representative requests...

This hotel was in a good location for where I was working and there are plenty of restaurants near for a 4 night stay, The room was nice for a Holiday Inn Express. Ample power outlets, fridge and microwave. The bed and bedding were great.

But, not all was good; the carpets were very dirty and in need of deep cleaning or replacement. The elevator carpet was black with dirt.

The problem I had during my stay was with the internet and the hotel staffs addressing of the issue. I arrived on a Monday and there was no internet connection. I could connect to the WiFi but was not asked to authenticate to allow internet access. I called the hotel front desk and was told they would try to get it to work. I kept trying to connect to no avail.

Tuesday, same issue. While in the lobby, there were two other guest talking to the front desk person about the same issue. She told us she was going to follow the protocol in the hotel binder or book. I kept trying to access the internet without luck. This went on from 4pm to 11pm because I had work to complete online before I could go home. I wound up going to Starbucks to use there WiFi before they closed at 10pm.

Wednesday, in desperate need to download work files I returned to the hotel mid day to try again. No internet. I asked about the internet and was told they had reported the issue then when asked about the Satisfaction Guarantee and was told "We don't have that at this hotel". I was mistaken. I was finally given the hotel internet providers phone number and they/Jeff was able to manually authenticate my devices to where I could work. I finally got the files (2 GB) I needed and checked out on Friday. I spent an extra day away from my family because they did not understand the issue and fix the problem. Sure, they said sorry for the issue and thank you for your understanding but that did not help one bit.

BTW, their WiFi router still never took me to the authentication page where it ask for your name and room number to allow access. This is not a user issue but an I.T. issue. I go through this process 140 night per...

Our whole family booked rooms at the Tucson- Marana location. Everyone checked in, including my daughters who checked in on my prepaid 2 room reservation. My daughter notified them that our flight was delayed, but we would definitely be there, and they were told that wouldn’t be a problem. ||||We arrived about midnight, and were told that there were no rooms for us. WHAT?? My daughter already checked in on our prepaid reservation, plus they verified we would be there!! They told me they had tried to call us while knowing we were on our delayed flight, and since we didn’t answer, they gave our room to someone else. We were also told that they way overbooked. And there were several other people they had placed or tried to place that night, but all rooms at all other hotels in the area were booked, and she had sent the last people to Phoenix, an hour and a half away!!!||||She told us that if we could find a room, they would pay for it. We found a room in Green Valley, only 40 minutes away, she told us that we would have to provide a credit card for the room, but they would direct bill it the next day. As I am writing this a week later, that has not happened yet. ||||I made multiple requests while I was there to speak to the manager Rosa, but she was conveniently unavailable all day Saturday and again on Sunday. We did get the room we had already paid for on Saturday afternoon so we could get ready for the wedding we were in town for. As we checked out, we again requested a call from the manager, which never happened. ||||This overbooking problem seems to be standard procedure for this location according to the reviews I am reading. The manager needs to be replaced, as she is mismanaging the hotel, and avoids confronting Customer Service problems.||||I am also still trying to locate a direct phone number to the hotel so I can inquire about them paying for my room in Green Valley, the one in this website goes to a security company, and the IHG booking number has hung up in me twice. If anyone has that, I would appreciate you...