My mom and I bought my two grandparents who are 92, (almost) to be 90 years old next month, my two aunts, 1 older brother, 1 sister-in-law, and 2 nephews to Tucson to attend a funeral for the passing of my cousin, my grandpa's first cousin who had passed away in August 2025 due to illness. We wanted to stay right near the church of where the services are going to be but this time since my mom and I love staying here a lot, staff is always incredible and the service is beyond wonderful for my doctor's appointments we wanted to bring my entire family to the Holiday Inn Express Tucson Mall. ||When I called to make a reservation to reserved three rooms for my whole family, I had a little run-in with the “new” front desk agent his name is Daniel. I gave him the information, i.e.: dates, rooms, nights, and adults. He gave me the price which was about $223. I did mention to him that my family and I we are good friends with Xavier Macias (General Manager) and how my mom and I do stay here a lot for doctor’s appointments and that you guys are able to provide us with a discount. Daniel did say, “Okay, I will contact Ricky and see what we can do.” 10 minutes after, I called back and Daniel was back on the phone and he did say, “It was a perfect timing because I talked to Ricky and we are going to go ahead and give you the discount.” and I said, “Okay, that’s great!” I know that $223 is a lot for my family and I but I did notice over the phone that Daniel was a little bit of a “jerk” and Ricky knew exactly of what had happened when I spoke with Daniel. ||All this that had happened did not interfere with our stay, because my mom and I understand that Daniel was new at the front desk. Today, Monday September 8, 2025, I did receive a call back from Xavier following up on what had happened, and he is going to talked to Daniel. We also understand that mistakes do happen. Xavier, I would like to thank you very much for taking the time to reach out to me on my cell phone # to follow-up, for your leadership, and for you also understanding my concerns. My mom and I we really appreciate it! My family and I we did not want to pay a lot of $ for three rooms but we absolutely do appreciate you accommodating my family and I since it was a “big” family that was coming in from Douglas, Arizona, Sierra Vista, AZ, and Mesa, AZ for a funeral for my cousin. ||My family and I really enjoyed our stay very much! Ricky, who was such an amazing front desk person, always so friendly & kind he was able to put my whole family and I on the 1st floor (ground floor) that we can be closer together. We did not know that the rooms do not have adjoining rooms that’s no problem at all, but we were across the hallway. Ricky did make my family, and I feel so welcomed! At first, we were going to be in the 140 hallways but that was far for my grandma to walk, so we were in Rooms 130 (Handicap), 133, and 135 (ALL) two beds which was great! Thank you, Ricky for always an amazing unforgettable stay and for accommodating my family and I that way we can be closer together. The rooms were great and spacious! The LG Flat-Screen TV was great! Hopefully there will be more channels soon that way we wouldn’t see the “No Signal” message on the TV. We loved the towels! My mom and I as well as my family we got an excellent good night’s sleep. The beds were amazing, and we were VERY comfortable. ||My family and I we really enjoyed breakfast! Laura got the opportunity to meet my two wonderful nephews, and she really enjoyed them, and they were very cute & adorable. Laura was super sweet, kind, and friendly. Every time, whenever my mom and I we stay here a lot for my appointments we always enjoy visiting with Laura. Laura truly goes above & beyond for us and for every guest(s) that stay here. She is a true “gem” of being breakfast attendant every morning. Please definitely give her a HUGE raise! Laura is amazing & the staff at the Holiday Inn Express & Suites Tucson Mall is blessed to have her on the team. My mom and I we know that Laura will stay there for a long time, because she really deserves it! Please keep doing an amazing job making it look nice, clean and well-stocked, Laura! My mom and I we are honored to get to know you, Xavier, and the staff. ||We were also happy that Ricky gave us a late check-out for my family and I since we came back from a funeral and so we wanted to have time to get dressed and check-out. His customer service is one for the books and is marvelous! Thank you, Ricky! My family and I we appreciate you. Staff is so wonderful, kind, outstanding, and amazing! They remember our names very well! Xavier Macias’s staff treats my mom and I family like we are also a part of their family as well. Thank you VERY much for you and your amazing incredible staff for taking excellent care of my mom and I also my whole family as well. My mom and I are looking forward to our stay in October, November, December 2025 and beyond. ||My family and I truly recommend this hotel to all our family and friends who need a place to stay. Staff is beyond amazing! They will accommodate your special requests or needs! They will truly go above and beyond to make your stay feel more enjoyable and comfortable. This hotel will be our #1 to-go place whenever we are in Tucson. Xavier Macias did an amazing, wonderful job hiring great staff! We can’t wait for our next stay! Thank you, Holiday Inn Express & Suites Tucson Mall Staff. Y’all are the BEST! Holiday Inn Express is a GREAT place and an amazing hotel to stay at! We will never forget the memories we always have! ||Also, I really enjoyed the new coffee machine that they have in the lobby it is super cool and neat! I can't wait to check it...
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