Holiday Inn Express & Suites Gonzales by IHG

Hot & good variety. Was kept supplied.

Only issue was the elevator wasn’t working. It had gone out a couple days before.

Friendly service and clean room

Nothing I loved everything

Absolutely nothing was good about my experience.

The staff is horrid. I realized this was not the location that I thought it was. I called on October 12th at 2:48pm and spoke with the front desk and explained my situation. I asked if they would charge me for the room since it was the wrong hotel. I was fully prepared to have to pay for it. The lady on the phone told me that since it was before 6pm they would not charge my card and canceled the room. To be on the safe side, I also did two requests online to cover my tracks for a free cancellation through Booking.com (I have the receipts). Fast forward to 10/16/24, I see that they tried to charge my card for the room. I called the number and spoke with a different person this time at the front desk. From the beginning, she was very rude. She kept asking me what my first name was, and I kept repeating it and even told her how to spell it. Then she rudely tells me “NOT your last name, your first name.” I said that IS my first name. When she (finally) found my booking information, she said that because I didn’t show up, they tried to charge me for the room. I explained in detail the conversation I had back on October 12th with the front desk person and that I had submitted requests online that were never answered. Long story short, we got in a VERY heated argument and I was told that no one told me that I wouldn’t be charged. She hung up on me twice and would not let me get a word in. When I asked to speak with a manager, I was told there was none on duty. I then asked for the phone number, and was told that they did not have direct lines. I THEN asked when a manager would be available to discuss the issue and she hung up AGAIN. I called back and this time a man answered the phone and said that the room was canceled and I would not be charged (after some back and forth) and that he overheard what the lady was saying to me and that’s what she was explaining (it was not). He also stated that he was the manager/owner, but she said there was none on duty.

The room was great. I really love the pillows.

Elevators didn't work. No ice except on the third floor (really a pain with no elevators). Pancake machine didn't work. Water in the shower was not hot.

Clean rooms, loved the breakfast

Would’ve liked to know before hand that they had construction going on

Black mold on ceiling. Not healthy for a person who just got out of the hospital

Black mold very unhealthy for a person just getting out the hospital

Hotel smelled terrible, thankfully the room did not. Hair all over the bathroom floor that was never cleaned up the entire week we were there. Under construction and construction mess was left in the hallways/lobby and not cleaned up. Front desk unhelpful. Hotels.com customer service agents trained to keep you on hold as long as possible, not answer questions and won’t connect you with a supervisor when I called to try to adjust my reservation. They succeeded in making it such a pain in the a** to change or ask questions that I gave up and paid the money anyway. I will NEVER book through this website again.