Holiday Inn Express Richmond by IHG — Hotel in Richmond

We dealt with several staff members who were very pleasant, hard working, and did their best to assist us, but were failed by the IT tab the hotel. We went to the assigned room and discovered we could not open the look with the key cards. a staff member went back to the room, and confirmed the lock was not working. We went back to the front desk and were upgraded to a suite because there were no other king bed rooms available.. The manager went to the second room, and used her key to open the room. She then attempted to open the room with our keys, but they did not work. she told us that she would get the maintenance man to reprogram our lock. we waited for an hour and called the desk once again. We were told that the maintenance man had gone home, but the second shift manager would attempt to reprogram our lock. He made several attempts, but could not do so. The maintenance man eventually arrived after being called in, and he also made many attempts to get the lock to work. he was unsuccessful. The manager told us that there were no more suites available, and that he would comp us a basic double bed room. Three hours after check in, and three room changes we were finally able to get in a room. We ate in the bar, and watched a steady stream of guests return to the front desk complaining that their keys did not work. We heard one unhappy woman tell the clerk that these were her 3rd set of keys that did not work. We attempted to pay our bill, but the bartender told us that the computer at the bar did not work, and we would have to pay at the front desk.We waited more than 30 minutes to pay our bill while the overwhelmed clerk tried to check in guests, remake keys, and cash out bar customers. DShje told us that she had to add our bill by pencil and paper, because her computer was...

Stopped for a quick stay while on a road trip, so we had called ahead and booked online through the hotel itself. Needed a handicap accessible room, that also allowed dogs, and this is the place we found.

We were set back a bit and had to call and inform the nice lady working the front that we would be coming in super late, and to please not give our room up. (Has happened before) She was very pleasant and assured us we were fine.

The room itself was HUGE, way bigger than I expected. Everything looked and smelled clean, and the room itself was immaculate: except for one thing. The handicap shower stall has a detachable wand to make it easier to rinse off, and the wand was missing some parts in the handle, so most of the water just shot out at the handle getting all over the walls and floor. It was 2am before I was finally able to shower and didn't really want to harass someone into fixing a shower head when I could just deal with it and go to sleep.

Checking out was a breeze, and they had a fairly good, albeit simple spread for breakfast available. Would definitely stay here again if we were in the area.

(Really wish handicapped rooms were located on the first floor, just makes things easier and makes sense. I would also like to see handicap accessible bathrooms have a non-slip floor, instead of the large glossy tiles they usually use. My busted.shower head sprayed water everywhere, and it turns the floor into an oil slick for someone with prosthetic legs. Just something to...

Holiday Inn express hotels customer service is going down hill bad, all over the country. Customer service is the most important besides cleanliness. My husband and I work over the road and live in hotels about 325 days a year. They are not bringing you pillows when you ask for an extra one that isn't in the room closet. They make you come and get it. Normally we get 4 pillows in a king room and my husband and I ask for 1 or 2 extra we both sleep with 3 each normally but sometimesto be nice he will sleep with 2 but doesn't sleep that well. So when they only have 2 pillows on a king we have to ask for 3 or 4 extra they say they only have 2 extra pillows. Either they need to restock or choose another industry. The low score on this particular hotel was based on poor customer service I called around at different hotels to see if anyone of them has the paramount channel in their cable packages. This is the only hotel that didn't even look or try to pretend to look. I was baseing my stay Sunday around the channel because of the Yellowstone marathon with a 2 hour season finaly. So I stayed at the one in Indianapolis. I didn't have to ask for extra pillows yet but I will when my husband gets her in a few days. We will see if they are different than all the others. I hope to leave a good review. I really enjoy giving good reviews but lately they seem to be...