Holiday Inn Express Richmond - Downtown by IHG

Dear Guest Relations Team,||I am writing to formally document my experience during check-in and overnight stay on January 16, 2026, at Holiday Inn Express, which involved significant cleanliness, safety, and maintenance concerns. I am also writing to commend an employee who demonstrated exceptional professionalism under difficult circumstances.||Check-In and Parking Concerns|Check-in took an unusually long time, and the manager on duty was difficult to understand due to speaking very softly. When I asked about parking, I was given directions; however, the route to the parking garage appeared unserviceable and unsafe—especially for a mother traveling late at night with her daughter. This immediately raised concerns about guest safety.||Room Cleanliness Issues|Upon entering our assigned room

The staff here are among the nicest and most courteous I have met! My partner and I landed in Richmond many hours before check in so we hung around quietly in the hotel lobby waiting. It was not long before the manager and front desk staff recognized and had housekeeping staff immediately clean the room we booked to have it available very quickly. Unfortunately, the bathroom had a faint smell of tobacco, and I suspect a previous traveler had smoked a cigarette in there. When I notified the front desk, they apologized profusely and we were immediately provided a new room, no questions asked. The rooms were very clean and comfortable, and the place was quiet. We stayed for 2 nights while I had an interview in town. Every time I walked into the lobby, I was greeted with very cheery and kind s

I had a pleasant stay at the hotel. The rooms were clean, well-maintained, and equipped with all the essential amenities. The staff was professional, courteous, and always willing to assist with any request. The location was convenient, making it easy to access key areas in the city. Overall, it was a comfortable and hassle-free experience. I would recommend this hotel to both business and leisure travelers.

Our stay was delightful. The rooms were large and clean. The location was very convenient for our purposes. Mirza at the front desk was friendly, courteous, and very helpful. Our check-in process was probably the fastest I've ever encountered. We had a nice conversation with Barbara of the house cleaning crew as we were departing. All of our interactions with the staff were very pleasant and I'm sorry I didn't get all of their names. We will be back when we are in the area again.

My partner and I stayed 2 nights. The first night was good except the carpet had debris on it and some sticky stuff on a table. The 2nd morning we went down to the breakfast and a different lady was working than the day before. The lady assumed I was not a guest because my coat had stains on it and started questioning if I was a guest and room number. There was a man in there in his pajamas also. My partner came down to join me then the staff started questioning her also. My partner was wearing a dress with a cute over sweater so I know that my stained coat had nothing to do with it and it was probably our lgbtq orientation that caused her to discriminate against us. I have a booking in a week through priceline that I hope I can get refunded so I can stay somewhere the staff don't discrimi