Holiday Inn Express & Suites Las Vegas SW – Spring Valley by IHG — Hotel in Spring Valley

I was here with my wife for a weekend conference. This hotel was listed as a nearby preferred place to stay on the conference website. I mistakenly double booked myself-- I made two identical reservations at this same hotel for the same dates. I realized the mistake 10 minutes after the second booking and called right back on the phone. The hotel management refused to refund my mistaken second booking. My wife got a run around through Reservations, Customer Service, etc. Eventually, I decided that I'd take it up with the property General Manager when we arrived. He refused to refund. I spoke with his superior, the operations manager. She told me the Owners policy was no refunds under any circumstance. She refused to provide me the names or contact information for the owners. On the second day of my stay when, since they refused to refund me for the mistakenly ordered second room, I asked to have the key to it so we could use it since we were paying for it, they refused to give me the second room, with the explanation that "I no-showed the night before and so they gave the room away." This was pure, passive-aggressive hostility on the part of the management: the hotel had a 65% occupancy at the time (per one of the desk clerks, when I asked her earlier). Further, we were a 'no-show' only because the clerk on duty when I arrived suggested that he enter me in the computer in that way, so as to enable me to better obtain a refund, given the situation. When I, in exasperation, said to the manager, "let me be sure I understand this: you refuse to give me my money back for the room, and you also refuse to give me the room," his response was "Mr. X, this conversation is over. If you persist, I'll have to call the police and have you removed from the premises." I left the front desk peaceably, but he did in fact call the police. When the police heard from my wife and me the sequence of events, they went and spoke with the Manager; he agreed then to let us stay and we agreed to drop the discussion. The police left. We had no further interaction with the staff and did not even leave our room. However, the police were then apparently called back by the Gen Manager's supervisor, who demanded that we leave anyway. We had to pack up and leave at 8:30 on a Friday night, and scramble to find new lodging, before starting a conference early the next morning.

We are kind and fair people. We were not hostile, we were not violent. My business is service oriented and I understand customer relations. We have never been treated in such a manner. We will be reporting this Holiday Inn Express to the Better Business Bureau and will be giving it bad ratings online. We have contacted the administrative staff of our conference (which brings over 500 people to the area yearly, many of whom stay here as it is listed as a preferred place to stay) and have shared this horrific...

I didn't hear any noise with the renovation as some others, but what I did hear was a sound that will never go away, and that was all the jet planes flying overhead! The roar never stops! This hotel is right in the flight path of one of the busiest airports in the US, and this won't change. If this is a problem for you, you better pick a different hotel.

But heck, I can get used to living next to RR tracks, so no real biggie. Check in was super easy, early even! The room was nice, clean and remodeled with the latest Holiday Inn Express decor and tech, like HDMI plugs, USB charging and LED mood lighting. The bed was comfortable and clean as was the bathroom. The LED TV is on a wall mount, but I do wish it could adjust to tilt down, cause when you sit on the comfy chaise lounge, the TV is way above your head level. Just sayin .... The AC unit was your normal wall mounted unit controlled by the buttons under the flap on the unit. We didn't need it though, one of the rare times in Vegas where you don't need the AC! Hot water was endless and good pressure. The lighting in the bathroom could be brighter though.

The WiFi worked just fine, 20-30 Mbps, good enough to stream Netflix in HD with laptop hooked to the TV!

Outside next door, there's a 24 hr restaurant sports bar available for food all hours. Normal sports bar food. The parking is OK, you can park anywhere as the restaurant parking is not restricted to the restaurant ... I asked the front desk.

Breakfast is in the new remodeled dining area. All the normal breakfast items are here. It's a full on hot breakfast buffet with eggs, sausages, bacon, pancakes, biscuits and gravy, as well as all kinds of breads for toasting. The serving table is all new shiny chrome, beats the old plastic trays under the heat lamps! Coffee is out 24/7, so that's a real plus! The quality of the food is pretty decent ... no not like a Sunday brunch buffet on the strip with crab legs, but it's included with you room. If you want something else, go to the sports bar next door, open 24 hrs serving breakfast too. The cinnamon rolls are not as good as they once were with the previous vendor, but this will be true at all Holiday Inn Expresses. As for this location, I do really wish they would switch to paper plates instead of those Styrofoam plates that fill the landfill. The Holiday Inn Expresses in CA have all switched!

The staff here is all friendly and seems to know what they're doing. Tip: If you decline housekeeping, and you are a Rewards Club member, you get additional 500 points! My welcome amenity points were posted the same day. Some hotels delay for forget this and I gotta call in ... but they get it right here. Join the rewards club, it's worth it for the...

My teenage son and I were in Las Vegas for a concert. It was August, which is already hot, and it was in the middle of a heat wave. We waited in the lobby for about 45 minutes past our check-in time because they said they were still cleaning our room. Since we waited so long, once we got into our room, we needed to hurry and get dressed to leave for our night out. When we got into our room we noticed the AC wasn't working and it was very hot, again, heat wave in the desert. Housekeeping MUST have known the AC was out before they put us in this room that they were JUST in for cleaning. We didn't have time to stick around and wait for someone to fix it, so I told the front desk to please go into the room while we were out and fix the AC. We got back to our room NINE HOURS later figuring they had plenty of time to remedy the situation. They had not. It was even hotter in the room than when we had left. I called down to the front desk, they told me they were fully booked and couldn't give me another room. The only room that was currently unoccupied was reserved and I would have to wait until 2am for them to make sure the guests didn't arrive before they could put us in it. It was midnight at this point. They couldn't find anywhere in the system where the person at the front desk ever even talked to maintenance and they now couldn't get ahold of either maintenance person to come and look at the AC. After spending all day in the heat, we could not stay in this room any longer. So we ended up not staying at all and making the 2 hour drive back home and didn't get home until around 3am.

I gave the staff and service 2 stars instead of 1 because the gentleman checking us in upgraded our room since I'm a Platinum IHG member. There's no way he would have known the AC was out in that room. Also, the employee at the front desk at midnight really was so sorry and nice, but there was just nothing he could do about the situation. Zero stars to the original front desk staff who didn't even call maintenance and just left us in a room with no AC. Zero stars to the maintenance people who don't bother answering their phones.

Have never had a problem with IHG properties before. This was very...