Holiday Inn Express Fairhope-Point Clear by IHG

Reviews

• KK

  Katrina Kochan

  4 days ago
  1.0
  We had high hopes when we first checked into this IHG Hotels & Resorts property. The staff initially seemed friendly, and everything started off as a good experience. Unfortunately, that changed very quickly. At around 10:30 PM, we discovered a serious termite infestation in our room. They were in the beds, on the couch, and coming out of the AC unit and the floor underneath it. The termites were literally landing on our kids. We have four children, so this was not only upsetting but completely unacceptable. To their credit, they did move us to another room fairly quickly but that meant packing up everything late at night and walking in the rain with all of our belongings and our kids to another building. The replacement room was much smaller than the suite we originally paid extra for, but we didn’t have much of a choice. What made this experience worse was how it was handled afterward. The first manager we spoke with offered 25,000 points and clearly told us that was the maximum they could give no exceptions. Considering what happened, that felt very dismissive. At one point, the situation was even joked about, which made it seem like it wasn’t being taken seriously. We were then told by customer care that the issue would be escalated and that a higher-level manager would call us within 24 hours. That call never came. When we followed up ourselves, the only additional offer was 3,500 more points. So in total, they offered about 28,500 points—which may cover a room for one night, but does not even cover the suite we originally paid for, and certainly not reflective of the experience we went through. This didn’t feel like genuine customer care. It felt more like “sorry this happened, here’s a small gesture,” rather than taking responsibility for a serious issue involving a pest infestation and a major disruption to a family stay. On top of everything, the elevator did not feel safe. it beeps constantly, closes too quickly, and starts moving down at the exact same time the door closes. I am almost willing to say it starts moving right before it’s fully shut. My wife would not even get in the elevator after the first time she went down it. She had to walk up the stairs to the 3rd floor every time. Overall, this turned from a promising stay into a very frustrating and disappointing experience. I hope this location takes situations like this more seriously in the future, especially when families are involved.
• HF

  Hazel Frady

  4 days ago
  1.0
  I had a lot of bugs coming up the vent. At 10:00 Pm We had to go to the 1 hotel.
• KP

  Kathie Patty

  6 days ago
  5.0
  Very clean room. Looks pretty new. Tile floors, No carpet!! This was building 2. Very comfortable beds. I am very impressed!!
• JE

  Jodi Ely

  Apr 24, 2026
  2.0
  Room with King size bed was ok but bathroom was very small, nice shower. Fabric chair in the room had unknown stains . It should have been removed from the room and thrown away! The flooring was plank with no carpet. It was sticky in spots , so it had not been mopped before we got in the room. It was not a pleasant stay. I would not recommend this Holiday Inn Express. The front desk was pre occupied on their computers to acknowledge our arrival and departure.
• JF

  Jamie Finn

  Apr 22, 2026
  5.0
  Clean hotel comfortable bed More comfortable than my house!

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