Holiday Inn Express & Suites Marshall by IHG — Hotel in Marshall

This was a really nice hotel. We like the Holiday Inn properties, but this is our first visit here. The rooms were quite spacious. Super-clean. We checked in at 3 in the morning. Happily greeted. The General Manager was working that evening (Unfortunately Cannot Remember Her Name). She was delightful and efficient. She really was up on the local history of Marshall. We had early morning plans the next day and were going to look around Shreveport. However after information she shared on Marshall, we attended to our business and made our way back to marshall to take in a bit of the local history. I have an interests in railroads and she pointed out the Texas and Pacific Railroad Museum was right there in Marshall. It was definitely worth a couple hours time. We did see some of the old architecture downtown. All of that because of the General manager. With COVID many amenities are not available at any business. However, they still made sure there were a nice selection of Breakfast items: Fresh Juice, Muffins, Cereal, Milk, Yogurt... and miscellaneous other items. They were busy keeping things stocked as people made their way through. This wasn't a throw some things out FCFS, but rather well stocked and they kept up with it. Our room was extremely clean and very comfortable. The pillows and beds were very comfortable. Oh wow the pillows. Custodial staff was efficient and took care to assure the details were done. Right off the interstate, a few restaurants nearby. Parking was great with room (did I mention the hotel was at 100% capacity as a result of storm threat on the coast of LA. You can't go wrong. Just wish I had caught the general...

My husband and I stayed in your hotel on Thursday night, April 18. We arrived around 11:30 p.m. We checked in with no problems. When we got in the room, there was dust that looked like mold that had come out of the air conditioning unit. Because of the late hour and we were leaving early the next morning, I did not contact the front desk. My husband woke between 3 - 4 a.m. and realized that his side of the bed was wet. He pulled the sheet and mattress cover off and the mattress was wet and had soaked through the sheet and mattress cover. When we checked out early that morning, I reported that to the front desk and asked to speak to the manager. I was told that no one was available at the time but would call me later in the day. No one called, so I called on Friday. Again, I was told that no one was available but a message would be left for the manager to call. I waited until Tuesday and still had not received a call from the manager, so I called back. I was again told that the manager was not available and a message was taken to call me back. I am still waiting for that phone call!!

I am a Gold Elite member, and I stay in a Holiday Inn Express Hotel usually once a month. Your hotel is the first one that I have not been completely satisfied with. Along with the condition of the room, I am very disappointed that I reached out multiple times and was not contacted. I work in the public sector and know the importance of communication. The lack of customer service is not acceptable. As I travel frequently in that area, your hotel will now not be a hotel of choice due to the concerns...

I have stayed at Holiday Inns in many different places. Even the next day I stayed at a Holiday Inn Express in Charlotte, Michigan and had a completely different experience and will continue to stay at the one in Charolotte because they aim for customer satisfaction, and do all they can do to HELP you and make your stay pleasant.

The stay at this Holiday Inn was exactly opposite. Unpleasant check in, difficult to find someone to check in with, disgruntled staff when asking about things. In the morning unfortunately to get to my next destination I needed to leave by 6:30. At 6:15 went down to check out and nobody at desk, put stuff in vehicle, nobody at deck. Thought to get some coffee to go and perhaps a banana or something I can take with me from the breakfast area that would open in just a few minutes. The lady getting the stuff together hollard at me that they didn't open until 6:30 after asking if I could get a yogurt that was in a locked cooler. Was only able to grab a banana and felt unwelcomed. WILL NOT STAY HERE AGAIN. Customer service means everything. I was not asking for anyone to go out of their way I was not asking for a million dollars or anything obsurd. HIGHLY reccomed staying at the Holiday Inn in Charlotte, MI great help, always greet at desk and go above and beyond. Thanks Charlotte this place could learn a few things from...