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

My wife and I are relocating from California to Texas. We arrived at approximately 3:56 am after driving 9 hours with our 2 year old daughter and 2 esa/sa animals. Pictured is Anita (Front Desk Clerk). When I walked in the door she immediately stated, "we don't allow pets." It is true this hotel has a policy of "no pets allowed." However, my wife is covered under the American with Disabilities Act by a LCSW and the Rehabilitation Act of 1973 for having a "disability and mental health condition" classified by emotional disability due to "stress and anxiety." Her anxiety was exaserbated by Anita who refused to grant us entry regardless of our attempts to provide medical documentation showing the classification under ADA. Anita profusely argued, "we have the right to refuse service to anyone and you're not covered under ADA, because those are pets. Further, my manager and owner authorize me to kick you out and prevent you from staying in this hotel." ||||Regardless of her blatant discrimination, I even offered to sleep in my car with the animals so long as my wife and baby could have a place to rest for the next 5 hours before we departed at 9 am. She called me a liar and accused me of possibly trying to sneak into the hotel with the animals. Out of frustration, I told her, "this is f*ing crazy and you can't bar my wife and child from checking into the hotel." She told me, "I don't like your attitude and I'm trying to help you. Then you cuss at me? You can get out of my hotel. You're not staying here and I'm not checking you in. You no longer have a reservation here." I then proceeded to tell her I would park my car in front of the door to ensure she could see the animals and I sleeping there so my wife and child could get some rest. She again told us to leave and we were not welcome to stay in the hotel. ||||When I told her I possess an advanced law degree in compliance and corporate governance and she was blatantly violating federal and state law by barring my wife from entry into the hotel, due to her protected class disability under the ADA, she told me, "I don't care what you have or what you do. I'm not checking you in." When I demanded a refund, she stated, "you booked through a third party, so go to them to get your refund." I in-fact cussed her out as we walked out the door. ||||If you have any concerns about your family member or loved one suffering with an ADA protected disability, please do not stay here. Go to the Hyatt Place right done the street. Not only are the ADA compliant and understanding, they accept pets, ESAs, and SAs. When I informed them (Hyatt Place) of what happened, they stated Holiday Inn Express broke the law despite having a "no pet policy" when they kicked my wife out of the hotel who is protected under the ADA whether she had the animals or not - which is why I offered to sleep in my car if it meant she would not have to deal with the emotional distress and anxiety of worrying where our child and family would sleep for the next few hours. Before we finally got to the Hyatt Place, we stopped at 3 different hotels that were all booked up and unavailable until 10 am - adding further distress to my wife. ||||At this point, it is 6:40 am and I have yet to sleep. Southwest Concierge service attempted to request a refund from the hotel, but due to Anita being the only person at the hotel, she denied the request and now we are stuck with the additional financial damage on-top of the emotional damage caused by their front desk employee who obviously doesn't know (or understand) the legal limits of the law. ||||Not only did she not care to see the paperwork we offered to provide, she then doubled-down on the discrimination by retaliating against us and kicking us out of a hotel we were well within our legal right to occupy - even if it was just my wife and baby sleeping in the room. I believe she has the concept of "the right to refuse service to anyone" confused with personal assumptions to discriminate against individuals protected from these very actions under federal and state statutory laws. ||||I will be strongly considering legal action against the hotel group (IHG), Anita (personally), and the managerial and ownership groups which empower her to actively discriminate. In addition, I will likely contact the State Attorney General's Office, file a federal ADA complaint, and ensure Nicolette Henfrey (Head of Corporate Compliance for IHG) are all made aware of the discriminatory practices of...

I have NEVER in my 23 years of staying in hotels (mostly holiday inns) have I experienced such an awful and unpleasant stay. When we first got there, we were put in room 330 and when we walked in, it had an awful smell. My boyfriend and I went to reception and the lady with orange hair and probably in her 50s (didn’t catch her name) stated they were using an “ozone machine” to get rid of smoke smell. Then continued to state they shouldn’t be using that machine. She gave us two keys to room 332 hoping that the smell would not be in that room. My boyfriend and I went up to the room, opened the door and saw a bed not made and peoples bags in that room. We were SHOCKED. This lady put us in an occupied room. We went back down, she apologized slightly and then gave us two keys to room 323. As we unlocked that door, THERE WAS A PHONE AND BAGS IN THAT ROOM TOO. Just hanging out. It looked as if the person was in the bathroom so we quickly left. We went back down a third time and the receptionist had nothing to say except “no one should be in that room”. Explain to me then why BOTH times we went into a room, it was occupied. NOT ONCE BUT TWICE. She said she was going to put us on the second floor instead and said she was going to go up to the room to make sure there wasn’t anyone in there (which shouldn’t even happen in the first place). She came back down and said no one was in there “except the ghosts”. My boyfriend was livid. There wasn’t a single apology on her part for giving us two rooms that were occupied. Just a joke. What kind of customer service is that? There was a second lady now standing at the desk too with darker hair, looked to be in her 40-50s that gave us extreme attitude after getting the keys to room 236 (which smelled like human pee). As we were waiting for the last set of keys this lady said “Um anything else?” I am absolutely shocked and at a loss for the lack of care, safety, concern, decency, and manners. I have never experienced such a horrible stay. Not to mention the room was dirty with things in corners, the toilet looked as if it has never been cleaned, and dried whatever it was on the walls. We were so concerned that someone was going to walk into our room that night due to this dumb lady just handing out keys like candy, that we barely slept. Such a safety concern. I guess make sure to double lock your doors or someone might just walk in. I would not recommend this hotel to my worst enemy. Even they...

My family and I stayed at this location for a long weekend trip to the Tucson area. Our experience was pretty good. The location was convenient - just off the expressway (I-10), but far enough that you couldn't hear any traffic noise in the room, and our room faced the expressway so that was impressive.

On check-in, although I had booked with points and they had placed us on the 2nd floor, I requested a room on the 3rd floor because my husband is really cranky about people stomping back and forth on the ceiling above us. I know when you book with points your options are generally limited, but thought I would ask anyway. The girl at the front desk was so friendly and understanding and got us into a room on the 3rd floor.

As a side note, the lobby smelled like fresh cookies, which put me in my happy place. I wish I could say as much about the smell of the room, which smelled like my coat closet at home - kind of damp and musty. You got used to it once in the room, but not a pleasant entrance into the room after a long, hot day.

The room itself was very large and accommodated my family well. We always bring a separate blow-up mattress for my son since he and his sister can't sleep in the same bed without physical violence ensuing. There was a lot of room for that with plenty to spare.

The shower was wonderful - great water pressure, plenty of hot water, very clean. The fan didn't seem to clear out the moisture very well, so maybe that was the reason for the damp smell in the room?

The beds were harder than I would have liked. I did not sleep well, but I don't think it was the bed that kept me up. My son is a "night screamer" so that was no fault of the hotel - maybe they need to provide a sound-proof kid-divider that keeps them separate from the parents! Haha.

We had breakfast the next morning, which was good for a free meal. It had about what you would expect and the dining room was very clean. There was a staff member who was working very hard to keep things cleaned up and stocked. She always had a smile and was very friendly.

There was plenty of parking, there was good access to the elevators and rooms were clearly marked. We didn't use the pool or fitness center, but...