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Rated 3.4 out of 5 by 67 reviewers.
Rated 1.0 out of 5.0 by Poor all around experience We reserved a block of rooms for our son's wedding. When we arrived, the person checking us in told us that we didn't have a room and the elevator was not working. When we got to a room, the room was damp and musty, had holes in the curtains and the carpet was badly wrinkled. If we hadn't been on such a short timeline I would have changed hotels. At check out we were overcharged. When we got home we found out that the hotel had charged my debit card even though we gave them our Discover Card and asked them to charge the rooms to it. They collected double payments for some rooms. We are still trying to get it resolved. The saving grace was Kelly, the desk clerk who is diligently trying to resolve all issues. The manager was not even there and never contacted us at all. Never again will I ever use an IHG hotel for any reason. There is much more, but no room left to write. June 25, 2014
Rated 1.0 out of 5.0 by It seems to be running down The elevator was not operating. The internet was down during my stay. I hate to stay outside IHG but I will have to do so the next time business brings me to Brownwood. June 15, 2014
Rated 1.0 out of 5.0 by Hotel in poor shape! We arrived for an overnight stay, and was tols that the elevator did not work. I told the host that we had a baby and a pregnant woman with us, and they still gave us a 3rd floor room. When we clibed the stairs, there was no AC in the stairwell. Also, when we finally arrived on the 3rd floor, there was no AC on in the hallway. Finally, when we arrived to our 3rd floor hotel room, there was no AC on in the room. Keep in mind this was almost June in Texas, when the temperature was high 90's. Also, there were many beetles and roaches that were dead in the hallways and stairwells. The hotel staff was not very helpful, and the condition of the hotel was very poor. When they told us of the elevator not working, they gave us a measly $20 off. After seeing the further condition of the hotel, they should have given us at least half off. It seemed as though they were trying to save a buck at every turn, with the customer suffering. June 14, 2014
Rated 1.0 out of 5.0 by SavannahOne Staff nice enough but apparently did not have a clue about how to take care of their guests, elevator did not work, I asked for another room since I really didn't want to go up stairs to the 3rd floor - gave me a lesser room but charged more, phone did not work when I attempted to call to say I was leaving the next morning, key card did not work - they tried to give another person my room (with our belongings in it), tub was stopped up. This is obviously a very poorly managed hotel. I would never recommend this hotel nor will I ever attempt to stay there again. June 11, 2014
Rated 3.0 out of 5.0 by Great people, poor maintenance The staff were first-rate, however, they weren't able to fix any of the mechanical problems they were having. The elevator was out for several days. When I arrived, both ice machines were broken. When I asked about the ice machines, they weren't able to offer other options. If this were my hotel, I would have purchased an ice chest and kept it full of ice until the machines could be repaired. The cable TV reception was full of static. Since I left early and arrived back late everyday, I reported the problem via email. I never heard back. Again, the people were so nice, I hated to complain because I felt there was nothing they could do. June 11, 2014
Rated 2.0 out of 5.0 by Not up to par. Internet was not working, and the front desk told me it only works intermittently. The elevator was also not working, and we waited 15 minutes to check in (they appeared understaffed). Toilet was not clean in the room. Bed was comfy and hotel is quiet. Breakfast was fine. However, for the price I would not stay here again. June 10, 2014
Rated 2.0 out of 5.0 by Good pillows This was the poorest stay. No elevators, ceiling leaking, problems with check-in and was supposed to receive 5000 bonus points for problems but never have. June 10, 2014
Rated 3.0 out of 5.0 by Very clean hotel with great staff! The room and common areas were spotless. All staff were very friendly and helpful. Beds somewhat comfortable but pillows were wonderful! :-) June 4, 2014
Rated 4.0 out of 5.0 by Usual great quality except for the elevator and ice machine did not work. I really like staying at the Brownwood Holiday Inn Express and will stay again. Although the elevator did not work and we were on the third floor, they took $20 off our cost. The ice machine on the third floor did not work. Other than that, the usual great service and quality was still there. The bed was nice and firm, the staff was extremely friendly, and the breakfast was great as usual. I am also glad their exercise room was there and in order. June 2, 2014
Rated 4.0 out of 5.0 by Pleasant stay Gave us great service for a every special family occasion, daughter's college graduation HPU. May 14, 2014
Rated 2.0 out of 5.0 by Very Disappointed I have stayed at other Holiday Inn Expresses before and this particular hotel needs to work on a few things. Let me explain my stay. First, when I went to check to lady behind the counter seemed lost and unsure about what she should be doing. She claimed she could not find my reservation, so I had to go to the business center find my confirmation number and then she was able to find it. At that point she began fumbling through a stack of papers where she found my reservation already printed out, really?!?!? Second when we walked into our room both beds where unmade and the room looked like it had not been cleaned since the day prior. I went to the front desk and the girl at the desk did put me into another room, which I expected. Third, at breakfast when my wife and daughter went to have cereal, there were absolutely no bowls available, so they resorted to using the juice cups. Fourth, the milk that was in the cooler had an expiration date of 10 April, we were eating breakfast on 12 April...Quality Control???? Now having said all this when I checked out the young girl at the front desk I believe her name was Krystal(?), was very helpful and apologetic and took all my contact information down and said she would talk to GM and see what compensation they could work out for me. It is a shame that I and my family encountered this experience because I will be spending many nights in the Brownwood area since my daughter will be going to college there and playing soccer. Needless to say I will think twice before returning to this hotel. April 13, 2014
Rated 2.0 out of 5.0 by Very disappointed I stayed at this hotel back in Dec 2013. I come to find out I was re-billed 1,152.60 again in March 2014. I called the hotel immediately and talked to a Manager there she stated i should see the refund in my account in 72 hours. Well it's been a week and a half and nothing. It's nice to know Holiday Inn can go in and bill people's credit cards and act like nothing. I don't care about the "I'm sorries". I want my money back. I keep calling the hotel and the line is busy. Were is the customer service there. Also is Holiday Inn going to pay for the interest on that amount for that charge since it was charged at the end of the month. Another note I received 1000 points only. I stayed there 12 days and that's all i received. I was told by Crystal front desk at this hotel that they would check me out on a daily basis and check me back in so i could receive my points. That wasn't done also. Im a supervisor with the State of Texas and we send our employees quite often to Brownwood for Training I think it's time to look for another Hotel. Customer Service should come first. April 7, 2014
Rated 1.0 out of 5.0 by No satisfaction on disagreement The hotel was reasonably nice and comfortable. Checked out with no problem. HOWEVER, I got my credit card bill and had an unexpected $250.00 charge. I called and was told that it was a charge for smoking in the room. I stated that is impossible because my wife and I have never smoked in our entire lives. I made several calls to the Hotel and even talked to the manager twice. I was assured that I would be refunded, but the refund never came. I called again and reached the front desk - might take a little time to process. After a month, and no credit, I am disputing the charge from my credit card company. I am deeply disappointed and plan to close my IHG Rewards Club membership. I've never had such trouble before. March 7, 2014
Rated 3.0 out of 5.0 by Passing thru Older Holiday Inn Express. It is showing its age. Excellent staff. Lots of contractors staying in this hotel which adds to the wear on the property. February 20, 2014
Rated 1.0 out of 5.0 by General Manager I was billed (charged) twice for my 2 day stay. First time the day I checked out the second time about 20 days later. I have called the hotel 4 times and the manager is never "in" and he has NEVER returned my call after leaving messages. I call "IHG" and they said they sent him an email to call me. but hay it's now 16 days later and still no call from the hotel manager... Must be nice to not have a requirement to return calls. January 26, 2014
Rated 1.0 out of 5.0 by Old out of date This hotel is old and shows it although it has had some renovations. The building show wear everywhere, and especially the elevator. There is no exercise room. You have to go to a Fitness Center where they have purchased a membership. The curtains in my room did not cover the opening at the ends and the Holiday Inn Express lighted sign shined like daylight into my room all night. January 16, 2014
Rated 5.0 out of 5.0 by Excellent Stay This property is well maintained with friendly and helpful staff and had a terrific breakfast! January 8, 2014
Rated 4.0 out of 5.0 by Comfortable bed,Warm greetings,good breakfast Second time staying.Room wasn't on the floor I requested but was still comfortable and quite. Warmly greeted by staff on check in, Good Breakfast. Overall good stay.. :) December 31, 2013
Rated 3.0 out of 5.0 by Conditions room 220 I know that this hotel is now under new management, now I hope that they will update this property. The floor under carpet is very uneven. The walls at the side of the bath tub is cracking. There was no strike plate on the room's door frame. There were other minor things but I did not make mental notes of the issues. December 30, 2013
Rated 1.0 out of 5.0 by Customer Service not up to Holiday Inn standard I used to be. Very poor customer service everywhere. December 25, 2013
Rated 4.0 out of 5.0 by Needs updating This hotel is not the quality HI Expess I am use to. Guess it is ok for Brownwood. No check in snacks for priority members. December 4, 2013
Rated 2.0 out of 5.0 by Mr & Mrs The first room smelled like an ash tray even though a non smoking room was requested. We were moved from the third floor to the first floor but the TV would not receive the two pro football games we planned to watch. My problem, especially, the room smelling like a smoking bar did not seem to be much concern to the staff. There was another party checking in at the same time and they also requested to be moved. This was not the usual quality or experience with a Holiday Express. December 1, 2013
Rated 5.0 out of 5.0 by I Had A Great Stay!!!! Great Staff I enjoyed my stay in Brownwood Tx. Clean, fast check in, and friendly staff. November 19, 2013
Rated 5.0 out of 5.0 by Outstanding Service I have stayed in this Hotel sporatically since summer 2011. From my first vist it, was obvious to me that from the management to all the employees working here, that my choice to stay here was very important to them and my experience here was made to be top notch. Employees like Lissett Vargas at the front desk are exemplary of the face of the friendly, courteous and outstanding service provided at this hotel. November 15, 2013
Rated 4.0 out of 5.0 by Good Experience The hotel staff was very friendly upon check in and processed my reservation in very little time. The room was very clean; however, the air conditioning was not very impressive. November 13, 2013
Rated 3.0 out of 5.0 by Not so impressed in Brownwood This use to be a great property. It is slowly going downhill. The staff is not friendly anymore. It is beginning to show the appearance that someone bought it to run it in to the ground. I hope this turns around because I do like the location. Wireless Internet was horrible. Hard wired seemed to work better. October 28, 2013
Rated 5.0 out of 5.0 by Nice hotel We stayed 2 nights. The rooms were pricier than most other hotels in the area. The room was very clean, staff was friendly and helpful. Bed was comfortable. Location was good. Near most major highways into and out of the Brownwood. Across the street from Wal-Mart and 2 doors down from a great barbecue restaurant. Breakfast was good but no fresh fruit. Good experience overall and would definitely stay there, again. October 11, 2013
Rated 4.0 out of 5.0 by Sweet Staff ~ & being close to Underwoods Solves everything I went during a sold out time...couldn't get the IHGRewards team to get me a room here 2 weeks in advance for a Platinum member...(due to hidden restrictions that only IHG Case Mgrs have access to) luckilty an earlier IHG Case Mgr tried anyway and then told me the hotel would call me when an opening occured...that never happened even after the opening became avail. Luckily that morning I planned to arrive I noticed the 1 opening myself and snatched it up for a high price. Glad I did. Underwoods cafeteria calmed me while the sweet holiday inn express staff talked to me and the kids. They greeted me with good morning and asked me what i needed. it worked out nicely but last last minute. oh an platinum got me a nice soda! YES! October 9, 2013
Rated 5.0 out of 5.0 by Best hotel experience yet! Not only was this property clean and well kept, the entire staff was friendly and went out of their way to accommodate guests. It was clear that these folks functioned as a team, and everyone felt the responsibility to make sure guests were comfortable. Very rare these days, thank you. September 29, 2013
Rated 1.0 out of 5.0 by Never again. I have stay here numerous times, but this is the worst experience at a Holiday Inn I have ever had. The food for breakfast was awful and the coffee was never fresh. The shower curtain was falling off the wall and the towels were so old you couldn't dry off. September 22, 2013
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