Holiday Inn Express & Suites Pharr, an IHG Hotel

UNPROFESSIONAL CONDUCT BY STAFF. I am writing to express my extreme dissatisfaction with the service I received during my stay at your Holiday Inn location on Friday, November 28, 2025. While my initial contact with Angela, the host, seemed promising when I called ahead at around 9 AM to request a room on the 1st floor due to my bad knee, the experience quickly deteriorated upon my arrival. Angela informed me that, due to the room type I had reserved, rooms on the 1st floor were unavailable, with only rooms on the 2nd and 4th floors open. I accepted this, as I understand room availability, but I was shocked at what transpired later. Upon check-in around 2:15 PM, Angela informed me that my room was moved to the 3rd floor because the previous guest on the 2nd floor had extended their stay.

Excellent customer service overall. At check-in was greeted and handed my keys promptly after introducing myself. Asked the right questions to know if room was a great fit. Needed a room that was closest to first floor for my mother who preferred a room with handicap amenities like walk in shower. The room was clean, the air conditioning was perfect and adjustable. We had a mini refrigerator, coffee maker, tv, sofa, in king bed room. We loved the room. The parking lot was well lit and secure. At night the room was so quiet and the bed so comfortable, that my mom got the best sleep in some time. Usually her aches and pains keep her awake. At check out we were greeted by two persons who continued the excellent service. Almost forgot to mention that at check-in I asked of a good me

Stayed here 12/17. The room was clean (although the bathtub had some staining hear the spigot), the beds were comfortable. The TV could have been larger. The free breakfast was awesome! Better than the breakfast I had later in the week at Denny's.

Look for other hotels, dirty and worn down. Gym smells like mold, elevator never works and breakfast is always turkey sausage with water eggs.

I have stayed at this Holiday Inn Express 4 times in the past couple of years. It is always outstanding. The rooms are very clean which is my #1 priority in a hotel room. The pool is also consistently very clean. I have never had an issue with check-in or the front desk staff. This trip Jacinto was particularly friendly and helpful. The hot breakfast is decent for being included in the room rate. I'll stay here again and again. And I'm a picky person lol.