Holiday Inn Hotel & Suites Waco Northwest by IHG

It was several years ago but I just wanted people to know how terrible I was treated after I didn't get a refund from the 2nd over booking and was refused a refund or room for another day, the mgr was very disrespectful and told the customer service rep not to help me, because the day before she was trying to help me, this is why I rate them a minus 0 especially for the mgr being unprofessional unknowledgeable and disrespectful, I wouldn't recommend them to anyone and I rate them a minus 0 🤬

Holiday Inn and Suites is my exclusive choice when traveling, but their Waco Northwest location is a beautiful, but mismanaged mess. I reserved a special handicapped room and even verified its availability an hour before arrival. Arrived in the rain after an 11 hour drive around 6pm. Room was not available. Room had not been cleaned that day. Clerk eventually got the room ready at nearly 8pm. Went to the in-house restaurant while waiting. 5 people present, yet a 45 minute wait for a chef salad. The restaurant had big plastic bags of soiled bar rags and tablecloths sitting on tables next to customer seating. Definitely not an IHG grade hotel. The overtasked clerk did her best, but the manager needs to leave his/her desk and start supervising the day shift and housekeeping staff.

The lady at the front desk was amazing! I suck and totally dont remember her name, but she was the only one working when we checked in. She was personable, attentive and had the best customer service!

The hot tub was broken. That was the selling point when booking after a long day of traveling.

We reserved a room, called to make sure we would have two beds. They gave us a king with sleeper sofa, instead. Explaining that there were holdovers. Really?! The room we got was #515. There is a constant rattle and vibration if you sleep on the pull out sofa. If you sleep in the bedroom, you will hear the train. This hotel is in a good location for the event we were attending, but its definitely not first choice for next year. It wouldn't be fair to do this review without mentioning something good, so the water pressure was good and hot, house keeping came daily and refreshed our towels, and there is a Keurig, fridge and microwave.