Holiday Inn Express & Suites Phoenix-Tempe, an IHG Hotel — Hotel in Tempe

I would like to start off by saying that I never review good or bad experiences but this incident was beyond frustrating. This happened on 9/3/2021 at 9-10pm. This employee called Ben who claimed he was a manager provided the worst costumer service I have ever received in my life. The hotel is under construction and the main entrance was surrounded by a caution tape. There were signs pointing to the main entrance as a way of entry. Once we entered the hotel, the so called “manager” gave us a really bad attitude and made a whole scene in front of other guests waiting in line because he was upset we entered through that entrance. By the way, the signs outside the door did not give any direction to this so called second makeshift entrance. We apologised a couple of times but he clearly wouldn’t accept it. He even walked around his desk opened the door and told us this tape read “caution” meaning we could not enter from there. The other guests waiting in line looked at us with compassion because they were clearly dealing with his attitude before we showed up. The line in front of us cleared up and we made our way to the desk where he refused to give us our room and even denied to give us a refund. He even started yelling at us and rudely just saying “bye” to us when insisting on the refund. I felt extremely threatened at this moment and went into complete shock by this back and forth argument that is supposed to be off limits in an industry whose main characteristic is hospitality. By the way, the same employee, a couple of weeks ago, gave us the key to a room where we entered and there was a woman sleeping inside. The same night, right before checking in, we saw him smoking cigarettes with another female guest right in front of the main entrance to the hotel. This is certainly not a sight I would like to be welcomed with. We did not complain since we believe in second chances but this guy definitely proved us wrong judging from the gravity of both these incidents. There should be a standard of hospitality given to guests but this employee falls extremely short of these expectations. I am writing this review because I would like other fellow guests to make a wise option regarding where they spend their money. No one should be treated this way. We will communicate with corporate for this issue but I would like to warn everyone reading this in regards...

I got a room here for Sunday night to Tuesday morning. Booking was painless front desk was great and helpful. I under stood all the rules and had no issues until I go to check out… I was tipped off by the front desk clerk to tell them to do a walk through before I check out fully. So after I spend 2hours cleaning my room trying to do something nice for the maids for such a nice stay, I call front and tell them I’m ready for my inspection. The lady shows up in my room on a mission she opens all the drawers. Unfolds every towel removes the pillowcases but I was still confident like they replace anything we use on our body’s before next customer ya? Then she goes into the bathroom and shuts the door. Weirded out but still confident I had not damaged anything. I proceed to bring my bags to the dumpster and head to front desk. There a young gentleman informs me that all is good and I will be getting my deposit back 2-3days. The next day my girlfriend calls me crying and informs me that the hotel charged us excess of 600 dollars on top of the 165 two night stay. So I investigate. The hotel informs me that I had smoked in the hotel witch was an absolute lie. They say that cigarette ash was found around the toilet. I quickly reply that ash can fall from my jeans pocket when removing them (I keep half cigarettes in my pack often) plus I made it a valiant point to smoke outside. He then stated that the pillow cases were destroyed and towels. I mean I cleaned up coffee using one and a half towels but I shouldn’t be responsible for a new one and I used the wash cloths to clean shower and they wasn’t to charge me 10$ per rag. The manager wouldn’t get in the phone and even the clerk who answered the phone agreed that something predatory and fishy was going on. I asked for a copy of receipt be sent to my email . And asked y I wasn’t informed of the charge since they had my phone and email. Then the call was disconnected. Now I’m living in my car and my lady is staying at her grandmothers as a result of them stealing our move in money. This location gets 1/2 a star from me but they’re corporate center is excellent I expect to receive A full refund in48 hours. And I expect a few nights complimentary. Trish my case manager at corporate is the reason I didn’t contact “3on your...

We frequently stay at Holiday Inn Express properties. This was one of the worst experiences we have had at one.

The door and layout of our “King Suite” was terrible. Nothing to be done but the door was extremely narrow and the toilet area and shower were narrower than normal. It made the stay less comfortable than it should have been. We also encountered an issue with the showerhead and the AC unit sometimes imitated a Harley Davidson motorcycle. We were in room 221.

Housekeeping barged into the room after knocking while the do not disturb sign was in place and I had shouted “occupied” multiple times. She still barged in. She was there to see to the showerhead that was broken. She ended up making the situation worse, and delaying my ability to get ready for the formal event we came for.

My husband asked to speak with a manager and he was told they aren’t in on weekends (this was Saturday) and won’t be back until Monday. My husband requested the manager to contact him. It is now Thursday night and no contact from management even after submitting an IHG form.

Ultimately, the showerhead issue was never resolved during our stay (4 days).

The breakfast was sub par. One morning the “omelette” didn’t even have cheese in them. The offerings were minimal compared to other locations and seating was limited. I got the impression the kitchen staff didn’t care much.

Front desk staff apparently wear whatever they want and do what they want. Sunday night, around 8:30, a car of young people pulled up, parked right in front of the front doors, and the group proceeded to hang out with the front desk employee who came out from behind the counter to sit with them in the lobby and gossip loudly.

Our keys didn’t work that night so we went back down and told the same front desk staffer the issue. He didn’t ask for our names or ID. He just asked “what room number?” And issued new keys. Incredibly unsafe.

I wouldn’t stay here again unless there was a major managerial overhaul to fix...