Holiday Inn Express & Suites Pauls Valley by IHG — Hotel in Pauls Valley

Overall, this hotel was great. It was quiet, the pool area was just right: you could swim in a pool that wasn't too warm or chill in the whirlpool tub was wonderful jets. Wasn't too hot either! Sarah checked us in around 11:00pm and was super friendly and helpful. Gave us directions and even let us see the pool area (did not use it for it was closed, but nice she let us see it just so we knew about it!) We were hungry when we arrived so she told us how to get to Burger King (husband and I aren't fans of McDonalds) and that it is connected to a Love's so we could get snacks and drinks. Now, what happened that it lowered our 5 star stay into a 4 star stay... Breakfast. I know, it is free, so I shouldn't expect much. But the quality I have experienced with other Holiday Inn Expresses to this one was drastically different. This one was disappointing. First and foremost, they didn't have cinnamon rolls our entire stay. Big let down. But hey, that happens. We came to breakfast about 8:45am (closes at 9:30am) and there was little to no hot food left. Eggs were gone, gravy had a film on top of it, the last biscuit left was hard as a rock. As we went around to gather choose some non hot items because we noticed that they weren't going to make any more of it even though there was still a good 45 minutes left of breakfast. So we sit down to eat, enjoy our bagels and cereal. It was mine and my husband's anniversary trip (Hiked around Turner Falls) so we were enjoying one anothers company and talking, when suddenly the lights were turned off... Then we could see that the breakfast staff was shutting and locking the doors to the breakfast area.... Yes, it was 9:30am, the time breakfast closes but it was quite the rude way of saying "Hey. Time to leave." We just looked at each other in shock. We gathered the rest of our breakfast, cleaned up, and made our way to one of the last open doors. The rest of the staff was very friendly but that one interaction was enough to make us not want to return to the breakfast area. Other than that, great hotel. Very peaceful -- just make plans to do...

I want everyone to know that the staff at HIE Pauls Valley, Oklahoma are rockstars.

Our 4-night stay wasn’t perfect for a couple of reasons. But the staff went above and beyond to solve all problems.

The first night, the AC unit malfunctioned, leaving the carpet around it wet. We spoke with the desk clerk first thing in the morning and, while we were having breakfast, we were given keys to a different room and we were assured there was no hurry transferring our things out of the first room.

Upon entering the room, we found it to be a “downgrade” from the suite we were checked into. So, I went to the desk and found the previous clerk had left so I started explaining our situation to Stacey who had by now assumed responsibility.

Stacy told me that the previous clerk had thoroughly explained our situation and Stacey had noticed the inconsistency. She was already looking for another suite for us before I approached the desk. And she presented us with keys for another suite presently. Stacey also told us to contact her personally if we had any other concerns during our stay, which added a lot to our sense of comfort and wellbeing. We enjoyed great personal interaction with Stacey and other staff members throughout out stay.

When we got to our next destination on the day we left Pauls Valley, we notice some articles missing as soon as we began to unpack. So, we called Pauls Valley and spoke with Carlos, the manager. Within 24 hours, Carlos had neatly packed our things in a box and shipped them to our home. We asked him how much we owed him and how best to get those funds to him. His response blew us away. He stated that we owe him nothing and it was his pleasure to help us out. The package arrived at our home the following Tuesday.

It was very hot and humid in Pauls Valley and I’m sure the AC units were under unusual stress. But the staff’s immediate attention to concerns made all the difference. They even went way above and beyond in solving a problem that was the result of our own oversight. We will definitely stay there again when we’re...

I give 1 star over all. I stayed at the Holiday Inn in Paul's Valley for a 2 week work trip. Francine the GM was the only reason we stayed there. I have never received such a high level of customer service in a very long time. The night clerk (Carlos)whom I had the displeasure of dealing with on several occasions was very much the opposite. He paid near zero attention when speaking to him about issues. He would ask the same question repeatedly after I had answered it multiple times in the same conversation. He had a very bad attitude towards resolutions, it was normally a "oh well" kind of feeling. As a Priority club member I would never expect any visitor to receive this kind of poor customer service. The owner was at the hotel a couple of times while I was there and never once made an attempt to engage with the guests. I as a matter of fact said hello in passing and he blew it off. The room we stayed in was a remodeled room but, it was not complete. No place to hang clothes only 2 drawers. Bed slept well BUT, the pillows are horrible. Luckily I brought our pillows with us. Breakfast is advertised as being a hot breakfast, they did a pretty good job. Only exception would be bacon on Monday, often way under cooked and the sausage patties were way over cooked. Link sausage was great. Scrambled eggs were good as were the biscuits. The sausage gravy was heavily watered down, I believe as an attempt to make it go further. The pancake machine, I used twice and it was freaking awesome. Pancakes were quick and near perfect. The hotel was/is under updating. So a mess is somewhat expected. What should not be is the construction crew raiding the breakfast buffet often Rudely cutting in front of guests. They also had sat in the first floor lounge area eating pizza and drinking beer, not acceptable to me taking away from guests using the area. I hope the owner reads this and addresses the issues stated. In closing if Francine goes to another hotel we will follow where...