Holiday Inn Express & Suites Sulphur Springs by IHG — Hotel in Sulphur Springs

Update based on Hotel reply below:

First of all, I never received any points (and neither did anyone else on my team). Probably because the information for my stay was still never fully corrected. Also, I'm definitely not the only one that has seen issues with your hotel, but you have stooped to the point of calling the people liars who left bad reviews. That just doesn't set well with me. The only person exaggerating here is you.

(Also your staff rating 5 stars to boost your reviews is just bad taste. I'm referring to Govind Chaudhari. His name was on the wall behind the front desk. No telling how many others are false reviews)

Room changes and TV issue: You missed the part where I said the individual with the bad TV was able to get a different room. Still doesn't change the fact that the TV was busted and that a guest was assigned to that room in the first place. The front desk was aware the TV was broken.

Billing issues: The group reservation has never been an issue with other hotels and several of our guys checking in notified the staff to change names and info for each room. We gave them our info at check-in. This is not out of the norm for our stays at other hotels. It took a solid week to get the receipts corrected. My employer withholds my per diem until my expense report is submitted. This meant that my money was on hold until your staff could correct my receipt. Staff was notified multiple times that the rooms would be under individual names.

Elevator issues: 3 different individuals got stuck in your elevator 3 different times. The staff was literally just resetting the tripped breaker until it got to the floor. That's an insane fire hazard on the electrical system. The 3rd time this didn't work and after 30 minutes of that ridiculousness, we called emergency services, not the staff. The elevator was never taken out of service until the fire department was called. Our lead had to ask the fire department to mask it off so no one else would get stuck. This should have been done after the first incident.

Original review: This place is an absolute disaster. Me and several others were here for work. Of the many complaints the first one one is my room didn't have a desk at all, even had the desk chair just nothing to work off of. Also the AC unit was dripping water under the window soaking the carpet. Started to get the mildew smell towards the last day. My room faced the highway and it was the only thing I heard all day and night.

Second, another individual in my group got a room with a TV that looked like someone had a fist fight with it and was all bashed up. He was able to get a different room.

The parking lot is super small and they had a bunch of industrial and heavy duty trucks parked all stupid blocking access to certain areas and making it impossible to park or leave in certain places. I brought his up to front desk and nothing happened.

Lastly several of my coworkers got stuck in the elevator, after constantly resetting the breaker they got him out. The rest of the day they had an out of order sign. Next day sign is gone (implying that it's fixed) and again another one of my guys gets stuck. He got out pretty easily. Front desk did nothing this time. Fast forward another day and this time it got stuck good. Another guy stuck for 30 minutes. Fire department was called and they were able to get him out. They blocked the elevator off this time for good. Now I get to check out in the morning and carry a mountain of luggage down 3 flights of stairs.

And lastly the breakfast was meh at best. The cinnamon rolls smelled amazing but were hard as a rock.

Edit: Dropped to one star. Me and my crew have spent the entire week trying to get our receipts corrected so that our employer will reimburse us for the stay. I'm not sure how they managed to mess everything up so bad but no one can seem to figure out how to fix it. Even called the IHG corporate line and they were useless. The people at the hotel have zero knowledge on how to do anything besides check people in and they couldn't even...

Let me start by saying I stay at IHG hotels at least 3-5 days/week almost every week for my job. So the disappointment in this hotel was real! We checked in around 7:30 pm for a 3 night stay (absolutely NO recognition of Platinum Elite status) and when we went to the room we were assigned it was dirty - both beds unmade, dirty towels on the floor. We went back to the front desk and it took him 5 minutes to find a different room for us - actually ended up taking a room that they had assigned to someone else...and also ended up being handicap accessible. When this was discovered I returned to the front desk and asked to be put in to a different room the next day, we would make do for the evening. I was assured that would happen. AND it did not. When I went to the desk the next day we were indeed assigned a new room on the 2nd floor and then told that the elevator was not working (It sure was working the evening before when we went to the first dirty room). We had huge bags because we were there for a wedding so climbing the stairs with these bags was not an option so we opted to just stick it out. The bathroom, being handicap accessible, is a disaster for an able bodied person - the shower leaks right out in to the bathroom and under the door into the entry way, becoming a high slip hazard for people stepping out of the shower or trying to walk in after and use the toilet. It required 5-6 towels every shower just to sop the water up and keep it contained. The rug was fraying and filthy for bare feet, likely due to the wheel chair usage for which it was designed. The charging stations next to the bed did not work. And the noise (NOT from the interstate which I had read about) from the hallway and front lobby was absolutely ridiculous. Finally, when checking my CC status, I noticed an $86.25 hold on my card and when I approached the gentlemen at the desk they told me it was an incidental hold. When I questioned the amount the older gentleman got quite argumentative and his answers were ridiculous (again, I have stayed at countless HIEs in several states and am quite familiar with incidental charges and what he was providing as answers were absolutely nonsensical). I have had some minor issues with HIEs in the past but that is part and parcel with the hotel life. I have never felt the need to leave a nasty...

As another reviewer has written this location is not great because all night long you hear 18 wheelers in traffic on the freeway also there's nothing of use to anyone staying overnight in this area of Sulphur Springs as it is way on the outskirts and not even a gas station out here. Well Holiday Inn has obviously done some Renovations since they bought out this Old Days Inn hotel, it still needs work. The bathtub in the room I was in had to stop her that wouldn't stay up so the water wouldn't drain. Furthermore I had asked for a room with a tub because they seem to be hard to find now in holiday inns, because I like to soak on my travels for stress and muscle relaxation, however I couldn't do that here because the tub was absolutely disgusting and badly in need of a deep cleaning the floor of the bathroom also looks like it needed mopping. Other than that the room appeared to be clean. The elevators were working which I was concerned about after reading someone saying that they stayed and they were not operating, however it was terribly terribly slow and there's only the one elevator. I can certainly see why Days Inn was looking to offload this building! I wouldn't stay here again and to be quite Frank I know very much feel like Holiday Inn is down at the level Days Inn was a decade ago and I'm going to have to start looking for somewhere else to say that is more consistently what Holiday Inn used to be and is no longer. Maybe in the process I'll be able to find a place that will only charge me a deposit for bringing my dog with me because as a single person traveling I like to take my poodle with me when I can and I hate that so many places want to charge you as much or more to have your dog with you as you pay for the room itself I would have no problem at all with a $500 damage deposit because I know my dog is not going to do any damage to anything but paying $150 to have him stay in the room with me when I'm by myself and already paying for a room that accommodates two people is ridiculous and reeks of Baron robber ethos don't recommend...