Holiday Inn Express & Suites Abilene, an IHG Hotel
What people are saying
Stayed in March with a group of ~16 people. You'd think the fecal matter stain on the sheets that night when I went to get in bed would be the worst, but it wasn't. The worst part was the rudest person I've ever met, in the role of general manager, threatening to check me out mid stay when I brought it (and a few other less severe issues such as raw breakfast food, non working room safes, etc.) to her attention instead of working to address the situation. The 2nd room that the front office manager moved me to (after I refused to talk to the GM further) was marginally better. You'd think after the GM sent her head of housekeeping - also her daughter- to check it, they'd have at least vacuumed the room well but nope, dirt under AC and in corners. They also had to have a 1.5 hour staff meeting prior to prepping my new room when I made it clear that I had to move by a certain time due to group events that were scheduled. The entire outfit screamed "cheap" to me. Low quality raw breakfast, Wyndham (not IHG) branded room keys, staff using cheap Walmart vacuums instead of commercial vacuums, personal Gmail address for manager on hotel page, etc. Thanks to her, I can safely say that my group will never stay at this dump again. You'd be better off sleeping out back behind the 6 next door. IHG corporate did eventually cough up some points, but that isn't what it was about. I never got to talk to the owner or IHG regional manager as repeatedly requested.
Received a warm welcome from the hotel staff who were incredibly helpful during check-in, even arranging a late check-out for us. The room was clean and tidy, but there was a minor hiccup as we discovered a shortage of towels and soap. Overall, a pleasant stay with friendly service, just a small oversight on the amenities.
The hotel was affordable and had friendly staff. The room, however, was dirty. Stains all over the carpets and the bathroom was gross. The toilet seat was either stained or dirty. The shower was down right unclean with mildew, dirt, and broken peeling paint. Fully equipped with a hole in the bottom of the tub. The walls were dirty and a tile was coming up on the floor.
My fiancee, has a lung illness, my granddaughter and I have asthma. We told the guy in front, he said the elevator was out of order, he put us on the top floor 3rd. Told him if he has anything lower, he said that's all we have you can take it or not. He didn't even offer to help us. We had to stay, we had already reserved, it was late at night. It took us more than an hour to get our luggage up there. Again I asked him, he gave me a number to make a complaint, and hesitated to give his name. Another lady with knee problems came after us, she was given the same treatment. The next day we went to stay somewhere else.
I always buy rooms for my wife and kids when they are traveling I said everything up and nine times out of 10 never have any issues whatsoever. However, with this experience, the associates didn’t understand the policy rules escalated the situation, causing the kids and the wife to be upset because they were told they couldn’t stay there because I wasn’t there as well as the manager laughed when the customer and, the associate she was working with didnt Understand how the policy worked. However, once I got a phone call and I talked to corporate, they were getting angry at the hotel because they were refusing to answer the phone and talk to corporate. I’ve been a member with this hotel for over 15 years. End of the day until I was able to speak with the manager and let her understand that I knew the policy for IHG. She got upset with me because I had called corporate and was trying to fix a problem on the fly but then after everything got situated because I was correct about the policy, the associate previously trying to make sure that my wife and kids couldn’t stay there was trying to justify her case let alone with my wife up and down Short with the kids, and was absolutely unapologetic and rude because she was wrong and didn’t want to think a customer knew their rights l. At the end of the day, I’m not mad I’m upset with how things were handled initially and policy not being understood properly let alone policy not being taught correctly to wear it would make life easier. Also, they need to learn how to de-escalate the situation and not get so angry at first.
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