I recently booked three rooms at Holiday-Inn, and it was an awful experience across all of them.
First, we found cockroaches in one of the rooms, which is completely unacceptable for any hotel.
In another room, the bathroom had black mold, raising serious health and cleanliness concerns.
The cleaning services were inconsistent across all three rooms. Some of the rooms were cleaned and other left completely untouched. Housekeeping was unreliable, leaving the rooms in unhygienic conditions.
On top of that, the hotel staff were completely unresponsive. I tried calling the front desk multiple times from all rooms, but no one answered. I went to the front desk twice to lodge complaints about these issues, and both times, they assured me that my complaints were logged and that we would be refunded for the service fees.
However, when I followed up through the booking site for the refund, the hotel denied that any complaints were made.
The entire hotel had a bad odor, and the carpets in all rooms and hallways were dirty and dusty, clearly neglected for a long time. This hotel was dirty, poorly managed, and dishonest. I strongly recommend staying elsewhere.
This level of unprofessionalism and dishonesty is offsetting for a brand like IHG & Holiday-Inn.