Holiday Inn Express & Suites Phoenix - Midtown by IHG

I unfortunately did not have a great experience here. When I got to the hotel, they could not find my reservation so I waited for 20 minutes—only to find that they accidentally checked someone else in under my reservation (isn’t the whole point of checking ID so that this doesn’t happen?). From there, they rebooked me on a new reservation, and I was told I would not be charged for the initial reservation. I was also told they would honor the initial rate I was booked under. Neither happened— I was charged a cancellation fee for the first reservation, and they also booked me at a more expensive rate. After going back and forth with their corporate office, I was able to get a refund for the cancellation fee I was wrongfully charged for, however I could not get a refund for the higher rate I

Stephanie was awesome. She even moved her car so that my broken ankles had less to walk. Rob was great as well and made me feel safe and secure. Formerly a Ramada, or something, the freshly updated building features a stunning combination of East German architecture and orange peel textures that puts truly new construction to shame. The breakfast did feature milk, a valuable lesson in patience since if cultured properly could have been turned into the yogurt I was hoping to have. The staff was seriously very friendly, and one of the homeless passerby’s music was rockin’ awesome. I really did enjoy one of the 4 pillows on my king bed and the view from the 10th floor was so good it felt like it was the 11th.

They dont deserve any stars. I work for IHG and i made a reservation for my husband thru the app when he arrived the man who was working was rude from the beginning. Since I work for the company I am aware of how we handle credit cards my husband didn't have the physical card on him but his name matched the accompaniment on the reservation and his id so running the card on file shouldn't have been a problem. Instead of understanding or even reaching out to me to ok the charge which we do all the time at my hotel he threw my husband out and threatened to call the police. That's not how you handle guests that's not living up to the IHG brand standard. It was the exact opposite of how we are expected to treat guests especially IHG members and even more so IHG reward employee members maybe you

Stephanie and Rob were amazing....great customer service and extremely helpful and curtious. Stephanie really helped out , turning my day around and making sure I had everything I needed , Stephanie and Rob answered any questions I had while she was Checking me in. Check-in was quick and I definitely recommend this hotel property!!! 5star customer service and nice , New, Clean rooms -Thanka For everything, Stephanie and Rob! Helping make my trip easier and will stay here next time I'm in Phoenix!! ~Lori T

Very nice, newly remodeled. Excellent complimentary breakfast. Parking a bit of a challenge. Only a handful of spots in front. Had to walk to/from nearby parking garage. There was a security watch morning and night, I don't know during the day. It was fine, just a minor inconvenience. I had to extend one night's stay and was accommodated without any problems.