Holiday Inn Express & Suites - Van Horn by IHG

Parking was bad due to a full hotel Room was clean but shower was working but not sealed c

Vanessa was very helpful as we were stuck on the freeway due to an accident and we were not able to get there till 4:30 in the morning, but she made sure we still had a room so we could get just a couple of hours of sleep before we had to get back on the road.

The hotel was nice, room was fine, and the breakfast was good. My main issue was the pool was closed apparently indefinitely. Staff did not seem to know when it would be open.

When we checked in we were not given the room we paid for. When we advised the front desk staff, she said that she would not change our room and that the manager was not available to discuss the issue. When we asked for a refund for the difference between the room we paid for and the room we got, she told us she could only refund us in full and have us leave. We stayed 4 nights and they did not clean our room or even bring new towels once, despite us asking them every night. We had to go get our own towels. When I asked why they did not clean our room, I was told that the staff cannot just go in your room and that I was supposed to submit a formal written request daily (on a sticky note) for staff, and that it was my responsibility to make that request daily, not just to verbally tell them. When I told the front desk staff I was dissatisfied with the service she said “thank you”. When I told her I would leave a poor review, she said “thank you”. When I told her we would not stay there again, she said “thank you”. The second day we were there we woke up and the water was turned off. We paid $30 extra per night for a room we did not get. We usually stay in this hotel 2-3 times per year at least, but we will never go there again. There are young kids working there with no training or customer service skills.

Breakfast was fresh with lots of variety