Holiday Inn Express Brentwood-South Cool Springs by IHG

Convenient

Really disappointed with our stay here. We’re on a long road trip and have stayed at several Hilton’s. They have been great, so this place was clearly an outlier. We rolled in late and tired. The front desk person was short with us, unwelcoming, and made us feel like we interrupted her evening. We got our key cards and entered our room and a powerful chemical smell hit us. First, we thought it was the AC unit, but once we got our shoes off led us to believe the room carpet had been recently shampooed. I wanted to change rooms but my wife was exhausted so we just powered through. In the morning, we did the continental breakfast which was serviceable but not as good as our previous Hiltons. But the real challenge was the new front desk person. When I requested a receipt, she told me the online booking agency would have it. However, it was a “pay at the property” booking. When I returned after breakfast to explain I needed the actual receipt, she began to argue with me (she kept assuming I was asking for a receipt for the deposit even though I patiently continued to explain what I was actually looking for.) She eventually told me she couldn’t do what I was asking and would have to call her manager. Her manager promptly explained what I was asking and where to find it. She then printed off my receipt and simply said, “Here.” I was really disappointed with this exchange since at our previous stops the staff had always been super helpful. Disappointed.

Dirty hotel, rooms smelled. Staff wasn’t helpful. Not up to Holiday Inn standards.

The room we stayed in was musty, it felt sticky. No vent in the bathroom so showers made the entire room humid. Someone on our hallway was obviously smoking weed and cigarettes. I’ve stayed at several Holiday inns and this is my worst experience, modern furniture but terrible service and quality.

Could not check in no power and was told that I would get a refund and never have received any refund