Holiday Inn Express Hotel & Suites Greensboro-East by IHG

We were in the area for a sports competition and booked the Holiday Inn Express East based on the positive reviews and the fact that it had a pool. Unfortunately, we were very disappointed upon arrival. The hotel felt run-down and poorly maintained, and our room was not as clean as expected. We found hair in the bathroom, and the overall condition of the property was shabby and outdated. The biggest issue, however, was that the pool was closed. We specifically chose this hotel because it advertised a pool, but we were informed upon arrival that the season would not begin until June 30. Most hotels in the area open their pools by Memorial Day weekend, and there was no mention of this closure when we made our reservation. The front desk staff was not particularly helpful. We were told that an inspector was expected to arrive that day or the next, but there was no guarantee the pool would reopen. Since I did not want to risk waiting and still not having access to the amenity we booked the hotel for, I requested a cancellation. What has been most frustrating is the complete lack of consistent information regarding that cancellation. Initially, the front desk, through the manager, told me the reservation had been canceled but could not confirm whether I would be charged. Later, when I checked out and left the property, I was told that any refund decision was not IHG's responsibility because I had booked through a third-party travel service. Now, after relocating to another hotel and speaking with my credit card travel agent, I am being told that the hotel is claiming the reservation has not actually been canceled and that if I cancel it, I will be charged for the entire stay. This has left me in the absurd position of having already checked out, left the property, and booked another hotel, while still receiving conflicting stories about whether my reservation was canceled and whether I will be charged. No one seems able or willing to provide a clear answer. I was also disappointed that the manager did not come out to speak with me directly, especially considering my elite status with the brand. At the time of writing, I am still waiting to find out whether I will be charged. Between the poor condition of the property, the lack of disclosure regarding the pool closure, the inconsistent communication about my cancellation, and the poor customer service, I cannot recommend this hotel.

Convenience and cost. Front desk staff were wonderful.

The closeness to the school my daughter will be attending

Property was nasty needs paint for the walls door looked like once upon a time it was forced open the blanket for the bed was ripped and stuffing was coming out not sure what they used to wash but I was itching all night. The second day after noon was ok but honestly after me experiencing two different holiday in express in two different cities makes me believe that the hotel chain is just shitty all around

Nothing

Nothing

Great breakfast, bed/bathroom was nice, and staff were friendly

Need more lighting in room

Room was clean, bed was comfy, breakfast was amazing!

Location. The hotel next door was very rowdy and made it not feel safe to be in the parking lot after dark.

Location

Breakfast only egg whites omelet and bacon. Not even hard-boiled eggs. I do not eat pork.