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

This was our first time in Roswell. LOVED most of our stay here.

Pros: The room was the cleanest hotel room I have stayed at in ages. Our housekeeper's name was Margarita, and she definitely deserves to be recognized!

The front desk clerk (Bella) was incredibly pleasant and helpful. I really appreciated interacting with her!

They have a really good military discount.

The indoor pool & hot tub were clean & relaxing to use. I loved that it opened early (6 a.m. - 10 p.m.).

The whole hotel is pet-friendly ($25 deposit, returned after check out if there are no damages), but you'd have no idea that pets stayed there b/c it was so clean AND smelled clean (& not just a perfumed cover-up). There is some grass preside for walking the dogs, but there wasn't a dedicated area outside the hotel (that I saw anyway).

The beds were SO comfortable! I have a lot of trouble with my neck & back, and hotel beds often leave me in pain the next morning. These beds managed to be both perfectly soft and firm at the same time, and I slept better than I had since we'd left our home. I wish I'd gotten the name of the mattress. Also, the sheets were so soft & felt high-quality... without having that annoying sensation of too much friction, like microfiber sheets usually have.

I loved the J. R. Watkins shampoo, conditioner, and shower gel that were in the mounted containers in the shower. They smell great, and neither make my skin oily nor dry.

As a female traveling with a child & dog, I felt completely safe here. I do wish there'd been better lighting on the back of the hotel though. It is also conveniently located with plenty of restaurants (Applebees was a quick walk across the side street), gas stations, shopping, and quirky alien spots of interest within a couple of minutes.

If I'd written this review that night or in the morning upon waking, I would have stopped here. Since our visit wasn't yet over, though, a few other less positive things happened.

Cons: Before breakfast was scheduled to be over, the lady in charge of it came into the serving area & randomly started slamming down lids, yanking out plugs, slammed down one of the doors that closes off the serving area (it went up & down garage-door style), etc., even though there were 5 people in the serving room trying to get their food. I am not exaggerating on the yanking, slamming, etc. It was unnecessarily aggressive. She gave no verbal warning that breakfast would stop being served soon & just let her unhappy body language speak for her. Before it even reached 9:30 a.m. (closing time for breakfast), she slammed down the other door as well, & too bad for you if you weren't finished.

Our room keys were disabled 1.5 hours before check-out, so that was pretty awkward trying to get in & out as we were trying to finish up, load bags, etc. ...

Room was clean and modern; good location; but the staff are unhelpful and don’t know what they’re doing.

I went to the front desk to get some quarters for the laundry machine. The staff told me they don’t have any quarters and I would need to ask in the morning. I told her I’m only one quarter short and asked if she could check if she had any at all. Turns out she had 4 quarters and I had a dollar bill, which worked out perfectly.

I discovered that the washer wouldn’t start. I informed the front desk, she was apologetic and told me she would get a technician to look at it tomorrow.

The next evening, I asked the man working at the front desk if the washer was fixed. He said he didn’t know and made zero effort to get me an answer or be helpful in any way. Couldn’t he at least ask the people on the last shift if the technician came?

On a different day, I was packing boxes to ship and could use a pair of scissors to cut tape. I went to the front desk and asked that same man if I could borrow his scissors, which I could see in the pen holder. He said no, which I felt was unreasonable. I went to dollar tree and bought a pair for $3 to use for a few hours before throwing it out because I didn’t want to fly home with it. Nothing makes me feel more valued as a diamond member for the last 5 years than being denied to borrow a pair of scissors worth a few bucks.

I also had to extend my stay, so I made a separate reservation online with the new dates. In my experience, the night shift sometimes looks through the reservations and will automatically check me in with the same room, which I confirm in the morning. If it wasn’t already done they will do it when I ask in the morning. The woman working the front desk that morning had no idea what to do in that situation and had to take my room number and name down to ask someone working the next shift. The older woman who checked me in that evening (I believe Stephanie is her name) was very grumpy.

They make their staff stand up to greet guests that walk past the front desk in the morning, which made my coworker and I feel bad for them. Housekeeping left a master key in my room after cleaning one day, which is a safety concern.

To their credit, Carmen called me about a few items I left in the room after checking out to confirm I didn’t want to keep them, and I appreciate the effort. However, customer service was generally unsatisfactory...

My first and hopefully my last time staying here. Roswell is small, so limited choices. Once I told staff and management of the problem, nobody blinked, batted an eye or looked surprised as if it happens all the time between the two guys that work here. But why get a job helping people if you don't want to help everyone regardless of the way they look. When we got the room(Sept.19)yesterday I notice only two full sets of towel. I'm here with my wife, so this morning(Sept20) when I left to go to a golfing tournament, the clerk chose not to even look up at me and make eye contact. Slighty bothered, because he was just looking at the other guy he helped in front of me just fine, I still repeated my room number and told him my last name anyway. Though all he needed was a room number, which he wrote on a note pad, when we returned to our room, it wasn't done and we had no towels. The guy all but ignored me. Why would he do that, when he was looking up and interacting with the other guest just fine. I do not like racist or people who treat people differently based off ethnicity. This passive/aggressive nonverbal behavior is very offensive and problematic. You have to hire folks that want to help everyone. Treat everyone the same or else your business will suffer more complaints, inefficiencies and trouble. The manager's giving $15 discount for the employee's rudeness was a failed attempt to fix this disrespectful, childish behavior and frankly day and night difference from the rest of the staff. Because at no time is a $15 discount make up for mistreatment of guest due to their ethnicity. I hope this small town racist stuff stays out of the Holiday Inn, as it is only one of a handful of big name businesses. I will just leave this here, so other Black people can see and know what to look out for. I do not care about those $15 off. I care more about someone not experiencing this and having to suffer the same disrespectful, rude antics at the Holiday Inn...