Holiday Inn Express & Suites Monahans I-20 by IHG — Hotel in Monahans

The customer service was OUTSTANDING. We were stranded here Valentine’s Day weekend 2/14/20 due to the multiple semi- truck accidents along I-20...we just happened to get the last available room. We were so tired that we barely drug ourselves into the hotel, weary, worn and tired from the road. I can’t remember the name of the young lady that was working at the desk but she was absolutely AMAZING in her effort to check in multiple families, tend to the numerous customers trying to get snacks, and answering the never ending phone calls. Expectation management is so important to customers and she did this so very well. She accommodated everyone’s needs and on top of that— she had to have her son there at work with her (about ten years old) due to the inclement weather.... to make matters worse, the fire alarm went off and the power went out overnight! She provided extra everything to anyone who needed it. As we lugged our luggage down the dark stairwell and checked out in the dark- her hospitality, countenance, and understanding was unwavering. She ensured everyone who left that front desk heard her implore them to be safe and take their time on the road ways. Please- Promote her NOW. She needs to be a regional manager - ensuring that this caliber of customer service is the standard for holiday inns every where. We can’t control Mother Nature - but we can control the compassion and care that we show others. We are now back home and safe, thanks to being able to get a good nights sleep at holiday inn before conquering the road conditions- thanks to the care, service and compassion shown by the young lady at this location. I just had to take a minute to stop, reflect, and say...

Hotel was nice enough--clean, decent breakfast and nice to be greeted with your choice of iced tea, especially on the hot days we were there. They accommodated our request for late check out as we were there for a funeral. That would've gotten them a five star, respectable review EXCEPT, I left my medical pillow behind after having to return to the room to gather an elderly friend's forgotten items. Called immediately upon arriving home and noticing my pillow was missing. It had been found and was being held in the office. The young man who took my call was absolutely the BEST! I explained I was having eyesight issues so it would be maybe a month or longer before I could return for the pillow. He put an "indefinite hold" on it with my phone number and address. I called after two weeks to update that I would be returning for it and was assured all was well. About a month passed before I returned to learn the Manager Mims had cleaned out the hold room and it had been thrown. Of course, she was off that day (I don't believe that now because I left numerous messages for her to call me and not until I drove the 100+ round trip again did I catch her there. After back and forth excuses, she finally offered to reimburse for the pillow. After acquiring replacement cost, I notified her via email, as asked, and to this day, over two months later, NO call, NO check, NO nothing! I've only left couple of items in hotels in all my life but NEVER did any company not mail it to me, free of charge. Clearly this manager mails, not even keeps, anything that is left behind, despite continuous contact by...

Experienced extremely poor service quality during stay. Had to check out of the hotel prematurely dye to emergency at work. Obtained receipt during checkout process. The hotel continued to charge my credit card for an additional 7 days after checkout. Didn't notice until I reviewed my credit card statement and seen that the hotel was still charging my card. Called the hotel to speak with manager. Front desk informed that someone would call me back immediately. Waited 2 hours with no response. Called again and was informed that manager was at lunch. Was promised another call back upon their return from lunch. No call back. Called back again 2 1/2 hours later and informed that someone would again call me after they had spoken to the maids to ensure that I had checked out on the date in question. Again no return phone call. Ended up calling my credit card company to dispute the charges. Checked my statement again and the company had still went through charging my card for an additional 7 days after checkout. I am a frequent traveler spending a minimum of 16 days a month at hotels. Also work for a company that employs thousands of workers in the same situation. I will strongly encourage all to not stay at this hotel in the future. Now questioning my decision to stay at Holiday...