Holiday Inn Express Richmond - Midtown by IHG

Quiet

Staff was very friendly and professional and everything was very clean and comfortable. My only issue was the pool was not open and we were not notified and this was a big part of why we booked here.

We should have been notified that the pool was not open.

Hello 9.5 million viewers! Stay elsewhere! Beware! Shame on you IHG! My experience at this Holiday Inn Express was extremely disappointing and reflected a complete lack of customer service, accountability, and operational competence. The biggest issue was that no one seemed empowered to help guests. After checkout, I was repeatedly told that only a manager could address billing concerns, despite the fact that front desk staff and night auditors have the ability to make folio adjustments. Guests should not have to leave, hoping that a hotel will eventually resolve problems in "good faith." Stating that you put a note on the reservation doesn't solve anything. The property itself was not well-maintained. The elevator was out of service daily during the week, the pool was closed for the duration of my stay, and the hotel appeared overwhelmed and unable to keep up with the volume of guests, with overflowing trash cans and common bathrooms in disarray. Common areas were trashy and messy, giving the impression that staffing levels were inadequate. Despite multiple checkouts, check-ins, and even a visible stack of no-show reservations at the front desk, the hotel would not accommodate the room type requested. It was difficult to understand how rooms were supposedly unavailable when evidence suggested otherwise. As a previous hotel manager, you make the guest in front of you happy and adjust the accommodations as the night progresses - you could even give a single traveler an "upgrade," thus making two solid good impressions. Duh! Billing issues only added to the frustration. The hotel refused to honor tax-exempt status, despite this being standard practice at hotels regardless of where the reservation was made. I was also charged for parking, even though my reservation was made before the parking fee was implemented, and the convention materials listed parking as free.