Holiday Inn & Suites Phoenix Airport North by IHG — Hotel in Phoenix

If I could give 0 stars, I would. I am a business woman and travel often for work to different states. I expect a basic standard of cleanliness and safety—especially from a brand like IHG. Unfortunately, this Holiday Inn at 1515 N. 44th St. completely failed to deliver. While the lobby appeared updated, I was shocked by the $250 hold and even more disturbed by the condition of the room: it smelled foul, was dark, unclean, with dried food near the microwave, wiped over material on the coffee table, particles on the vanity and edge of tub, visible dust and a foul odor that made me genuinely uncomfortable. The lighting was very dim, but opening the curtains and door, it was clearer that the smell and other things were being covered up. As a solo female traveler, I also felt unsafe due to the environment for this room’s location.

When I raised concerns about the unclean room and unease about safety, the first front desk person seemed understanding, but upon my return, I was met by an aggressive and threatening manager proudly named Sergio. They lied and said they reach out to me. No one did. DO YOURSELF A FAVOR, read the reviews!! They dismissed my concerns, accused me of lying about the filth of the room, even as other people have reported how filthy rooms were, and cancelled my reservation as a way of not dealing with the issues. By making my advocacy for myself the issue, they dismissed themselves from taking responsibility. A request for a clean room and safer environment shouldn’t be a big deal normally, but here, it was.

I’m grateful for external support that acted fast to get me into a cleaner, safer environment. My organization’s travel team quickly found and reserved another hotel for me. In relief, I mentioned having a bad experience down the road and the staff immediately recognized the issues with this property, confirming its poor reputation in the area.

Even though Sergio said he cancelled with no penalty, our travel team was concerned that the hotel charged me and quickly called to intervene. After speaking with Sergio, they recognized he was being dishonest about the situation. He reported they offered a different room, but he didn’t. What he did offer was a horrible disposition and a cancellation.

IHG should be deeply concerned. This hotel is not just outdated, it’s unsanitary and unsafe, with leadership that lacks professionalism and basic customer service. They can do better or close it down. I get it though, sometimes all an organization has is a “Sergio” but those are the kinds of people that add to ruining credibility and success for the chain- this hotel is not safe for female travelers. READ ALL REVIEWS! The truth is buried in the 1-2 stars. Seems like the rest are from family members and friends of employees. An unsafe and unclean IHG property and the line of management here are burying their heads in the sand on...

STAY AWAY - The hotel basically perpetrates robbery and provides no hospitality or customer care. We gave our credit card in good faith, and they took full advantage of our card—an additional $561.35 charge three days after we checked out, and without any notification to us.||||My husband and I stayed one night in November after late flight from Florida. Days after our check out, they charged our credit card an additional 561.35, claiming that smoke was detected by sensor in our room.||||We are lifelong NONSMOKERS. We do NOT smoke, and we did NOT smoke in the hotel. In fact, we were actually HAVING BREAKFAST IN THEIR RESTAURANT at the time the smoke was supposedly detected. I tried to speak with the General Manager, Robert Kincaid, for 2 days. I called IHG Corporate and the only item they were interested in was the Smoke Report. We followed up with emails, but Mr. Kincaid, who was the only one authorized to void the charge refused to even speak with me. We asked them to check the security footage to prove we were not in the room. They refused. We offered to take blood and/or fingernail tests. We provided letters from our 2 physicians and our dentist testifying to the fact that we are nonsmokers. The owners of the Lodge where we stayed for 3 nights after Holiday Inn also provided testimony that we did not smoke on their property. We also offered to provide statements from friends and professional colleagues who have known us over 30 years testifying to the fact that we have never smoked cigarettes, marijuana or vaping.||||The manager also lied to our credit card company stating that the card member was fully aware of the transaction. That is TOTAL B.S. I was not aware of anything till I saw the charge on my card. Then I had to call the hotel to find out what it was.||||Sad to say, we are still fighting this battle. NOBODY cares. And now Robert Kincaid is no longer the general manager. We have been trying to resolve this for over 3 months. I will NEVER stay at another IHG property.||||Lesson Learned—||You might want to do your check outs in person and have management on duty write on your receipt that you have paid in full and that there are no other charges pending.||||I can’t believe these people are in the...

STAY AWAY - The hotel basically perpetrates robbery and provides no hospitality or customer care. We gave our credit card in good faith, and they took full advantage of our card—an additional $561.35 charge three days after we checked out, and without any notification to us.

My husband and I stayed one night in November after late flight from Florida. Days after our check out, they charged our credit card an additional 561.35, claiming that smoke was detected by sensor in our room.

We are lifelong NONSMOKERS. We do NOT smoke, and we did NOT smoke in the hotel. In fact, we were actually HAVING BREAKFAST IN THEIR RESTAURANT at the time the smoke was supposedly detected. I tried to speak with the General Manager, Robert Kincaid, for 2 days. I called IHG Corporate and the only item they were interested in was the Smoke Report. We followed up with emails, but Mr. Kincaid, who was the only one authorized to void the charge refused to even speak with me. We asked them to check the security footage to prove we were not in the room. They refused. We offered to take blood and/or fingernail tests. We provided letters from our 2 physicians and our dentist testifying to the fact that we are nonsmokers. The owners of the Lodge where we stayed for 3 nights after Holiday Inn also provided testimony that we did not smoke on their property. We also offered to provide statements from friends and professional colleagues who have known us over 30 years testifying to the fact that we have never smoked cigarettes, marijuana or vaping.

The manager also lied to our credit card company stating that the card member was fully aware of the transaction. That is TOTAL B.S. I was not aware of anything till I saw the charge on my card. Then I had to call the hotel to find out what it was.

Sad to say, we are still fighting this battle. NOBODY cares. And now Robert Kincaid is no longer the general manager. We have been trying to resolve this for over 3 months. I will NEVER stay at another IHG property.

Lesson Learned— You might want to do your check outs in person and have management on duty write on your receipt that you have paid in full and that there are no other charges pending.

I can’t believe these people are in the...