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Holiday Inn Express Hotels

Holiday Inn Express Hotels

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What is your customer experience with Holiday Inn Express Hotels?

Holiday Inn Express Hotels Overview

The aggregated data is based on reviews and questionnaires provided by PissedConsumer.com users.

  • Holiday Inn Express Hotels has 1.9 star rating based on 194 customer reviews. Consumers are mostly dissatisfied.

  • 7% of users would likely recommend Holiday Inn Express Hotels to a friend or colleague.

  • Rating Distribution
  • Pros: Breakfast, Clean hotel, Very clean.
    Cons: Rude and unknowledgeable desk staff, Poor management, Customer service.

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Top Holiday Inn Express Hotels Reviews

Positive Review

"Reservation"

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Professional! Great customer service!!! Made me laugh,which is a great thing to me needs a raise!!! GREAT Like User's recommendation: Absolutely!!

Critical Review

"Security Deposit not yet returned"

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Holiday Inn Express Van Nuys Summary of Issues: Upon check-in, despite having a confirmed online booking, the Front Desk refused to accommodate my guest unless...

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Andres G Dmu

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Verified Reviewer

BAD!!! service by your location in Chicago

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We had a death in the family and were required to travel to Chicago. My stay through GOVaction, everything was a last-minute arrangement. I had a communication breakdown with the booking agent; it seemed that we both overlooked adding my wife to the list. The clerk on duty gave my wife a very hard time. They were stressed enough with the death after a long drive from Hondo, Texas, to Chicago, IL. The last thing they needed was a clerk with an attitude. Venesa had expressed that they could not check in because she was not on the paperwork. After my wife explained that they were there for a funeral, the clerk stated it was 'not her problem.' The whole time that Vanesa was working, it seemed that they had to go to the front desk to have the card updated to let them back into the room or other areas on the ground. They were also told that $50.00 was required. This was a total bad experience for them. If your employee does not like her job, she should not be there. I own a small business, and I don't let my employees treat customers anywhere close to the way the clerk behaved. My family was scared to tell me about the problem because they were worried about retaliation from her. I have to point out that she was the only person that gave grief; all other employees were courteous and polite.

Holiday Inn Express Hotel

& Suites Chicago West O'Hare Arpt

200 S Mannheim Rd

Hillside, IL 60162

USMC

Andres Gonzalez

View full review
Loss:
$10485
Pros:
  • Polite
  • Courteous
Cons:
  • Disrespectful
  • Rude and unknowledgeable desk staff

Preferred solution: Price reduction

User's recommendation: Look for anther location where works are Happy to see you not with a sttitude and that just courtseous and polite not rude and disrespectful as they are doing you a favor one person makes everone look bad

4 comments
Guest

The website you wrote in your complaint does not exist. Care to try again?

There are two other similar sounding OTAs (online travel agencies) and I assume you meant one of those. Here's YOUR issue: you decided to involve a 3rd party into your hotel booking, when it should have, could have been a straight booking between just you and the hotel. Why you felt the need to involve a middleman, only you know for sure, but here you are. When you decided to use that middleman agency, you became their customer.

You were the guest of the hotel but not their customer. You were the ota's customer. When something went wrong though, you sure were quick to demand the hotel clean up the ota's and your messes. I am going to guess the fda's frustration with you was because you could NOT get it through your head that you needed to call the ota, since you were their customer.

That $50 you are whining about is a security deposit and almost every hotel / motel charges for it. It is to cover for if smoking occurs, or there is damage done to the room or someone helps themselves to pillows or towels, etc. Most otas don't "warn" travelers because they can't charge for it themselves. The reasons for that is obvious.

The ota has no way to verify the room was left free of theft and damage. I don't get why you think you deserve compensation for what you perceive to be a rude clerk but people I know in the hotel industry tell me they have heard of every grifting story known to man in the way of entitled people expecting free stays, free points and discounts.

These are the same people who eat at restaurants, fully consuming their meals, then say they didn't like something and ask for a refund. It's not a good look.

Guest

You state you are a business owner, but the concept of a security deposit (aka "incidentals hold) was lost on you. I hope you have a secretary to send out correspondence for your business, because your did a poor job with this complaint!

Guest

Since you went cheap and did not book directly, you forfeited all direct hotel customer service. One aspect of that service is the hotel asking for names of adults in the booking so keys can be LEGALLY handed out when you arrive.

Go2vacation would not ask you because they aren’t handing out the keys. Also, no question was asked by staff that “we are here for a funeral” would have resulted in a suspension of company policy. And finally USMC?

Laughable and irrelevant. I guess one can slip through.

Allysa Lqf

It is not that the woman does don't want ot deal with people. They do not want to deal with your wife.

View more comments (3)
Shirley L Qmo

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Verified Buyer
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Verified Reviewer

Not my blood on the sheets

Contains 1 confidential file for company representatives
Updated by user Jan 10, 2025

No status. They have done nothing.

Hopeful that no one else has to sleep in other customer's blood bio hazard. I even emailed their CEO's and NOTHING!

Original review Dec 26, 2024

My husband and I stayed at the Holiday Inn Express from 12/22 to 12/23. We are 69 & 72 years old.

We were given room 322, but the sign said the room was not ready and there were clothes in the room. We returned to the desk and were given room #130. In the morning, after sleeping in the bed all night, we noticed with the bed covers pulled back that there was blood on the sheets. It was not my blood.

Clearly, those sheets were never changed from the previous guests. This was repulsive. I have pictures and did complain to the front desk.

I paid $143.00 to sleep in someone else's blood. This is disgusting.

View full review
Loss:
$145
Pros:
  • Breakfast
Cons:
  • Bloody sheets

Preferred solution: Full refund

User's recommendation: Do not stay at Holiday Inn Express Dickson City, Pa

Aeriana Hif

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Bowling Green, Kentucky

Reservation

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Updated by user May 10, 2025

Extremely professional! Very friendly!

New her job!!!.

Made me laugh,,very important to me!!! Needs a raise!!!!

Original review May 09, 2025

Excellent customer service!! Helpful!!!

Professional!!!

Made me laugh..which i truly love in a person!!! Needs a raise!!!

View full review
Aeriana Hif

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Bowling Green, Kentucky

Reservation

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Professional! Great customer service!!!

Made me laugh,which is a great thing to me needs a raise!!! GREAT Like

View full review

User's recommendation: Absolutely!!

Shirley L Qmo

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Bayville, New Jersey

Not my blood on the sheets

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My husband and I stayed at the Holiday Inn Express 12/22 to 12/23. We are 69 & 72 years old.

Given room 322, but sign said room not ready and there were clothes in the room. We returned to the desk & were given room # 130. In the morning, after sleeping in the bed all night I was horrified when I noticed with the bed covers pulled back that there was blood on the sheets. NOT MY BLOOD.

Clearly those sheets were never changed from previous guests. REPULSIVE. I have pictures and did complain to the front desk.

I paid $143.00 to sleep in someone else's blood. DISGUSTING...I have pics and did report this to their front desk.

View full review

User's recommendation: Do not stay @ Holiday Inn Express, Dickson City, Pa

David Liu

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Verified Reviewer

Charge to my company credit card

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I suggest that you give more training to your new employees. This could have been prevented with the proper training.

View full review

Preferred solution: Proper training for your employees

User's recommendation: Pay attention to what they are charging to your account

Leslie E Xqn

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker North Hills, California

Refund to my credit card

Hi,

My name is Leslie Elliott. I am a survivor of the Eaton Canyon Altadena Fire.

I was told by Fema that I could use the emergency hotels available for disaster victims.

I did so and decided to call your Holiday Express Hotel in Pasadena, CA. I spoke to an agent on Saturday and reserved a room for Sunday. I gave them my credit card as a deposit. After getting there on Sunday they were not able to check me in to a room and they were not able to process my Fema number.

Well from there it went downhill and suffice it to say I did not get my room. I did call FEMA and they too were surprised.

My issue is that my card was still charged, $150.00. I did call a customer service number and was told the charges would be reversed, later that same day, the manager said he would also handle the situation.

To date, I still have not been refunded.

I have been through it and this really takes the cake. I even signed up for the reward program initially at the request of your reservation agent.

Can someone fix this problem. It is an easy fix and someone should be able to do this in a snap.

Can you please call me and make this entire ordeal seem reasonable and fair.

Thanks Leslie Elliott

View full review

User's recommendation: Pay attention

Joy C Pjz

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Verified Reviewer
| map-marker Los Angeles, California

Security Deposit not yet returned

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Holiday Inn Express Van Nuys

Summary of Issues:

Upon check-in, despite having a confirmed online booking, the Front Desk refused to accommodate my guest unless I provided not only a copy of my ID and the card used in booking the staywhich I accepted as part of verificationbut also the number at the back of my card. I was shocked by this request.

Even banks do not require such codes in such a manner, and your staff should not have either. This raised serious data privacy and PCI compliance concerns and caused unnecessary stress to both myself and my guest, who was held in the lobby during the ordeal.

While I complied by sending my ID and a copy of my card, I firmly refused to disclose the numbers at the back of my card. Eventually, my guest was allowed to check inbut not without further issues. Upon entering the room, there were two men already inside, reportedly fixing the TV.

Although I appreciate efforts to ensure the room was in working order, such maintenance should be completed prior to check-innot during.

I would have let this situation go, had it not been for the more concerning issues that followed.

Lack of Communication and Delay in Security Deposit Refund:

Since checking out on April 16, I have made repeated attempts to follow up regarding the refund of my security deposit charged to my card. Despite multiple emails and phone calls, I have received no proper resolution.

Here's a timeline of my efforts:

April 24 & 29: Emailed hi-guestrelations@***.com, laxvn8244@***.com, HIEexpressvannuys@***.com, and managerlaxvn@***.comno response.

May 9: I called and was told the issue would be resolved within 24 hoursnothing happened.

May 11: I spoke with a customer service rep named Harvey, who was cold and dismissive. He told me to wait two more hours and call again.

Around 2:30 AM (Philippine time), I called again and was told by another agent that Valeria from Van Nuys confirmed the security deposit had been processed and that I should email Nasim for details.

I was only provided Nasims contact information after weeks of asking for an update.

When I emailed Nasim twice, I received a generic no-reply message containing the same invoice I was already given at checkoutstill with no trace number or confirmation of the refund.

This entire process has been exhausting, disorganized, and unprofessional. It has left me feeling that my concerns have been ignored and that your team is indifferent to both guest experience and financial data protection.

Holiday Inn Express is a globally respected brand, and I did not expect to be treated with such negligence.

View full review
Loss:
$419
Cons:
  • Worst customer service

Preferred solution: Full refund

14 comments
Guest
reply icon Replying to comment of Guest-2694419

Aww, bless. You sound so confident—must be your first time learning that giving out your CVV is like leaving your wallet on the sidewalk and hoping for the best.

And don’t worry, I’m not losing sleep over $419. I just shared my experience so other travelers don’t get duped. Some of us have been around the block (and the globe), and while I usually just tap my Amex and move on, I figured I’d drop a PSA because clearly, not everyone understands how risky that is. You seem very passionate—almost like you carry cash in a *** pack and call it fraud-proof.

Anyway, I’ve got a flight to catch and a lounge calling my name. Ciao!

Kaia Nux
reply icon Replying to comment of Guest-2694366

Oh, thank you so much for explaining how the internet works—what would we all do without you? Yes, anyone can comment, including people who clearly get off on being unnecessarily rude.

If reading other people’s experiences triggers you this much, maybe log off and touch some grass. I posted a review, not a cry for your keyboard-warrior approval.

Guest
reply icon Replying to comment of Guest-2694319

You are on a consumer site visited by 3+ million people each month. Anyone can comment. If you don’t like it, don’t post here.

Guest
reply icon Replying to comment of Guest-2694313

Unless you're involved, you're not in a position to make assumptions

Guest

The only thing you are entitled to is any deposit (minus damages or room charges) made. I doubt your deposit was $419.

Guest

Big Girl, contrary to your “I’m not losing sleep over $419” comment, you are. This is your second post about that $419 deposit.

I’d say it’s very much on your mind. Sorry it’s keeping you up nights. Eagerly anticipating your THIRD post on this subject.

In the meantime, scrape a few dollars together and feed your feelings. Nom nom nom nom nom.

Guest
reply icon Replying to comment of Kaia Nux

I'm not judging at all. I was simply trying to explain the situation to an obviously clueless person who doesn't seem to understand how the world works.

I didn't say or infer you booking a room for a friend was unusual or illegal! You are so defensive! Why?? You were asked for the CVW number to prove you were in physical possession of the card.

It adds an extra layer of protection to online and "card not present" transactions! It absolutely is standard and if they didn't ask, that should have made you question how seriously they take potential fraud. I am confident because I have traveled enough that I know how hotels works. This apparently was your first time dealing with a hotel.

Lol, I am not outraged, little girl, why would I be? I'm not the one the who doesn't understand how cards work, how to check into hotels and I am not the one who is out $419.

I agree I am not helping you because some people just can't be helped! I bet you and your friend are on that hotel's DNR (do not rent) list now!

Kaia Nux
reply icon Replying to comment of Guest-2694370

Wow, that’s a lot of judgment for a situation you clearly weren’t involved in. Yes, I booked a room for a friend using my card—completely legal and not unusual.

What I took issue with wasn’t basic verification, it was the hotel demanding my private card details—including the CVV— like seriously? That’s not standard and it raises red flags. Also, you seem oddly confident about what happened when you know absolutely nothing about it.

So unless you work for the hotel or were there, maybe tone down the outrage and stop making assumptions. You’re not helping anyone—you’re just being loud.

Guest

So, you made a reservation for a friend under your name with your card and were not physically present when the friend checked in? And, then you had the nerve to be outraged they needed your ID and card information to verify the reservation was valid?

You were especially outraged at giving the pin number on the back, the same one that is given any time you purchase something online or pay a bill! What is wrong with you? Have you ever heard of card theft? What if someone had stolen your card and the hotel did not verify it wasn't their card and allowed them to check in and charged hundreds or thousands to your card?!

You would blame the hotel and whine about how they didn't take proper security measures! As far as that security hold, it usually runs between $50-$250 and in some rare cases, $500.

But it's just a hold. If you have a $419 CLEARED charge, that means your dear friend smoked in the room and/or caused damage and/or stole items and/or charged food to the room!

Guest

This place is in Van Nuys, einstein.

Guest

No one leaving a comment is seeking your approval. You can barely function in life. Why would anyone care what you think?

Guest

"Anyway, I’ve got a flight to catch and a lounge calling my name". That's pretty generous (and delusional) of you to describe a bus station as a "lounge", but you go girl!

Hurry now, your Greyhound is boarding and you mustn't be late! Toodles!

Guest
reply icon Replying to comment of Guest-2695154

People who stay at the Holiday Inn don't have pricey sheets. People desperate for a refund can't afford lobster.

Why haven't you figured out this isn't the hotel website? You seem totally disconnected from what's going on.

Guest
reply icon Replying to comment of Guest-2695081

Aw, you’ve been counting my posts? That’s cute—didn’t know I had a fan club.

I sleep just fine, thanks—on Egyptian cotton, actually. But since you’re so invested, I’ll tag you on my third post just to make your day.

And don’t worry about my feelings—I feed them lobster, not bitterness. Nom nom, baby.

View more comments (13)
ibrahim S Dpd

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
|

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker San Antonio, Texas

Overcharged

Holiday Inn Express Hotels - Overcharged
Contains 1 confidential file for company representatives

The room had a very strong smoke smell, and the staff were unprofessional. I was overcharged for the room because they wrongly assumed I smoked in it, even though I had requested a room change due to the odor. Despite calling the hotel manager multiple times, she never followed up as promised, even after assuring me she would call back.

View full review
Loss:
$300

Preferred solution: Full refund

User's recommendation: Not Recommended

Anonymous
map-marker Flowery Branch, Georgia

Cant check in

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I paid for my room in full. However, when I arrived at the hotel, the lady at the front desk refused to let me check in and told me I had to pay again even after I showed her proof through my bank app and the email I received showing I was completely paid she didnt begin to yell and curse at me told me I better leave the Fu(k!ng place and then threatened to assault me!!!

All on camera.. nothing has been done about this and I still have not received my refund

View full review
Judith S Hhb

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Los Angeles, California

Poor customer service

Updated by user Feb 05, 2025

I never heard from the Holiday Express in Princeton, Indiana, so I wrote their headquarters. Just mailed the letter with pictures a few days ago.

I am very thankful when I fell that I wasn't injured. Hard telling how long I would have laid in the freezing temperatures.

Updated by user Jan 15, 2025

It was the worst experience I have ever had staying in a hotel or motel. I expected more from Holiday Express.

Original review Jan 06, 2025
I am staying at the Holiday Inn Express in Princeton, Indiana due to the winter storm. On 1-6-25, I went to the customer service desk to get supplies for my room. The man working the desk does not have any personality for working with customers. As he was going down the hall, I went down there and in a loud voice, he told me to go back to the desk. When all was said and done, he told me in a loud voice - You can leave now! I am 82 and a half years old. I was in a homeless shelter waiting for my apartment to be ready for me to move in. They closed to accommodate their employees and not the homeless. I enjoy my room and it is taking the money I had for moving to stay here, which is my problem. There isn't any need for any employee to yell at a customer.
Judith Stock
PO Box 5
Ft Branch, Indiana
47648
View full review
Loss:
$300
Pros:
  • Breakfast great princeton
  • Rooms very nice
  • Indiana
Cons:
  • Poor attitude of employee and loud boom box in lobby

Preferred solution: Apology

User's recommendation: Don't let anyone with a poor attitude get away with it.

Desman Qkk
map-marker Detroit, Michigan

Horrible people and a horrible boss to drive everyone to quitting. What kind of employer does that? Alia Hamdar needs to be removed from her position and giving to me.

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Attitudes. And the passive aggressive behavior driving people to quit.

If you survive the 2 days a week she gives you. Ran by power tripping democrats.

View full review

User's recommendation: Avoid at all costs

leslie b Swd

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Ashburn, Virginia

Incorrect billing

We are still $124.30 cents short on what was charged, I have not received the first call to even try to resolve this. I feel I need to go straight to corporate headquarters to resolve this and will be requesting personals names handling this case as I fill this is unjust and I WILL FLOLLOW THRU WITH UPPER MANGMENT.

View full review
Ramon V Phg

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Verified Reviewer

The management at the Kingsville Holiday inn Express refuse to monitor or determine who is responsible for leaving *** in the men's restroom unflushed and emitting a bitterly offensive odor and unsa

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Holiday Inn Express Hotels - The management at the Kingsville Holiday inn Express refuse...

I spoke with the housekeeping employees, and they informed me that this is a continuous, ongoing event that has been going on for some time. Management is responsible for monitoring everyone coming and going into the hotel, but they refuse to put a stop to these grade school-like shenanigans. Hotel employees are fed up with having to clean up the fecal mess that someone keeps leaving behind.

View full review
Pros:
  • Price
Cons:
  • Lack of empathy for hotel employees

Preferred solution: A new manager is recommended to improve conditions so the hotel can at least pass their next inspection

User's recommendation: Avoid this location entirely

Resolved
Lynnette G Fem

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Resolved: Unsainity conditions

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Updated by user Jul 18, 2024

It took 48 hrs for response but very nice and offered a full refund for inconvenience.

Original review Jul 14, 2024

I spent two nights at one of your hotels in Las Vegas, NV, at 4035 N Ellis St. I experienced a severe case of bug bites upon exiting my stay today.

I have taken pictures; it was an uncomfortable and painful experience. Rhuty, the staff on site, was very sorry for my experience, and I do appreciate that. I want to ask that you please service or change your mattresses more regularly to avoid this issue. I know you get what you pay for, but I didn't expect to be itchy and in pain on my way home.

I found this hotel through my Union website for work. Next time, I think I will pay the extra money.

View full review

Preferred solution: Price reduction

User's recommendation: Check the sheets and use a light while looking!!

Anonymous
map-marker Auburn, Kansas

Disgusting dirty room

Our room had leftover toothpaste on the wall. There was someone else's hair on the shower wall. Something on the back of the toilet, we didn't look to closely.

View full review

About

Related Companies

Intercontinental Hotels Group, Silverleaf Resorts, Candlewood Suites, Staybridge Suites, IHG Hotels And Resorts

Summary

Holiday Inn Express Hotels is a company which provides guest rooms. Holiday Inn Express is a part of InterContinental Hotel Group (also known as IHG) which has 9 hotel branches with around 4600 hotels and more than 674000 rooms. Among its most famous branches there is InterContinental Hotels and Resorts, Hualuxe Hotels and Resorts, Crowne Plaza Hotels and Resorts, etc. The hotel rooms are available to be reserved in nearly 100 countries around the globe. Holiday Inn Express appeared in the USA in1991. In 1996 it was launched in Scotland (European location). The offered by Holiday Inn Express Hotels accommodation options range from cheap and cozy rooms to luxury and splendid ones. The main focus of the company is to deliver comfort and coziness to its guests.

Holiday Inn Express Hotels reviews and complaints

Holiday Inn Express Hotels is ranked 254 out of 6282 in Hotels and Resorts category

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