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Rated 4.0 out of 5 by 177 reviewers.
Rated 4.0 out of 5.0 by Clean, quiet, breakfast so-so, could use some updates Longish walk from the street/cab without cover so hope it isn't raining. Bed was too soft for me, but I like a very firm mattress. Décor could use some updates but was clean. Breakfast left a bit to be desired in that eggs/bacon/sausage wasn't really hot, biscuits were hard and coffee kinda blah. November 21, 2014
Rated 1.0 out of 5.0 by The "Hospitality Promise" is a Joke. Note: I have made *multiple* attempts to address the concerns I had with this visit with the staff of this hotel. I have either been shrugged off when discussing the issues in person during check-out, dismissed when filing complaints online, or ignored when emailing the general manager of the hotel. I was traveling with friends to Richmond, VA for a marathon and we needed two rooms downtown. We made our reservations with the Holiday Inn Express on 10/15, which was over 4 weeks in advance. We had made reservations at a different hotel prior but switched to this hotel because a friend had decided to share a room with me and the Holiday Inn Express was the only hotel I could find in downtown Richmond that still (purportedly) had rooms with 2 beds available. We booked the rooms for 3 nights (Check-In Thursday, Check-Out Sunday) On Thursday, I received a call from the hotel at about 12 pm (3 hours before normal check in time). I was asked if I would be okay with a room with a single King-sized bed and use of a roll away bed for a modest discount. I expressed over the phone that I wanted to stick to my original reservation but was then told that there wasn’t really any “options” because they had overbooked. This was at 12pm on the day of Check-In and hotels had been sold out for weeks for the marathon, so clearly I was in no position to turn down a room, even if I wasn’t happy about it. Checked into the hotel on Thursday. Following dinner and drinks Thursday evening in downtown Richmond, we arrived back at the hotel late and found the doors to the lobby locked and no key reader to use for entry. There was nobody at the front desk to let us in and we had to use a cellphone to call and get the attention of an employee that could let us into the hotel. There was no toilet paper in the hotel lobby Ladies restroom during the entire 3 day duration of our stay. One of the toilets was clogged at least Saturday morning through Sunday morning. The only correction that was made during our visit was that boxes of facial tissues were placed in each stall to use in place of toilet paper. Apparently the hotel was experiencing a toilet paper roll shortage and no one could just go buy some at a local store. On Friday, we spent the bulk of our time away from the room. In the afternoon, we noticed a housekeeping detail record printed out on a cart in the hallway. Next to our room, the status was listed as “dirty”. We figured that meant they were a little behind schedule but that our room would be cleaned eventually. By dinner time (7 pm), no one had been into our room. We asked at the front desk and were informed that for guests staying multiple nights the rooms were only serviced at the guests’ request. No one in our party had ever heard of such a thing and felt that was information that should have been conveyed at Check-In but we accepted it. After returning from dinner, we asked the front desk for some coffee to bring back to our room and made a request that our room be cleaned the following day. The lady at the desk this time was baffled that we were told that we had to request service because she was under the impression that this was not the policy of the hotel. On Saturday, after running the marathon, I returned to my room around 1 pm and found that the beds had been made and the used towels removed. *All* of the towels were removed, even the one I had left hanging on the door to use in case housekeeping hadn't made it to the room by the time I returned. They did not empty the trash, they did not restock the shampoo or coffee, and worst of all they did not provide new towels. There were no towels, used or fresh, in the room. I figured a quick call to the front desk would solve this issue. I was wrong. I was told that housekeeping had probably split the cleaning tasks amongst themselves and that a different person would probably bring me towels within the next 4-5 hours. This was not acceptable to me since I really wanted to shower after running a marathon, so I was instructed over the phone to track down the housekeeper working on my floor and request towels. The housekeeper working on my floor informed me that her only job was to make the beds and that I would need to call the front desk for the towels. I called front desk and the clerk told me that he could not do anything because someone had to be at the desk 100% of the time (never mind that no one was at the front desk when we found ourselves locked out of the hotel on Thursday night). Ultimately, a housekeeper brought me a stack of fresh towels but it was unbelievable how much pleading I had to do for something so basic. At Check-Out, we asked the front clerk what the deal was with being told we had to request room cleaning by one desk clerk and then told that was not true by a different desk clerk. He literally could only shrug, shake his head in disbelief, and say “I don’t know.” We informed him that we felt the overall stay was pretty frustrating. He simply responded, “I’m sorry to hear that.” He didn't ask for any details, he didn't make any notes for his manager, he didn't tell us who we should contact with complaints, and he certainly didn't make any offer to try to appease us. It was pretty terrible customer service all around. November 21, 2014
Rated 4.0 out of 5.0 by Everything you would expect from Holiday Inn Express Staff was extremely polite and helpful. THe hotel is clean and pleasant enough. Although a bit tired probably from so many guests. The breakfast was the usual HIE breakfast, awful. November 20, 2014
Rated 5.0 out of 5.0 by Great Customer Service All Great experience. Parking arrangment was a little confusing but not impossible. Check in was quick. Maid service was friendly and very helpful. I really liked the fact that your room keys were the only way to access the elevators. November 19, 2014
Rated 5.0 out of 5.0 by A/C unit actually worked and was quiet The heat and a/c unit in the room was quiet and actually worked. Of course there was the air sound, but unlike many hotel rooms, the unit did not have a bad bearing and made a lot of noise. November 19, 2014
Rated 5.0 out of 5.0 by Great Value! This was my first time staying at a Holiday Inn and, boy, was I pleased! The hotel was very clean and the staff was warm and friendly! I will certainly book again in the future! November 17, 2014
Rated 2.0 out of 5.0 by Served its purpose Cleaning ladies were friendly and brought us linens for the pullout couch quickly. Towels were scratchy and sparse. Overall appearance of hotel needs to be updated. It looks like an institution throughout. Bathroom was clean, though the shower didn't work. TV didn't turn on. Printer in lobby didn't print. Breakfast sausage was tasty, omelette had gelatinous spam-type filling. November 14, 2014
Rated 5.0 out of 5.0 by Great Stay The staff was very friendly. We wanted to know what local spots were in the area. The receptionist provide a pre-printed list of local bars/restaurants with directions. I was surprised! But very happy I didnt have to try and remember everything. Very efficient. November 13, 2014
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