Holiday Inn Mobile West - I-10 by IHG

Reviews

• DD

  D. Daniel

  Jan 2, 2026
  1.0
  To Whom It May Concern, I am writing to formally complain about the unacceptable experience my party and I had with Holiday Inn, Mobile, Alabama, regarding our confirmed reservation and the actions of hotel staff. Upon arrival, the front desk staff failed to acknowledge or locate our reservation. Instead of resolving the issue, we were incorrectly directed to the Holiday Inn located in downtown Mobile, which was not our booked property. This caused unnecessary confusion, wasted time, additional travel, and significant inconvenience—especially after a long journey. Only after arriving at the downtown location did we learn that our reservation was, in fact, associated with the original Holiday Inn. The lack of professionalism, attention to detail, and basic guest service demonstrated by the staff at the Mobile location is unacceptable and does not reflect the standards expected of the Holiday Inn brand. This experience resulted in: • Delay and frustration • Additional travel and inconvenience • Unnecessary stress that could have been avoided with proper staff training and verification I request that this matter be reviewed seriously and that appropriate corrective action be taken to ensure other guests are not subjected to similar treatment. I also expect acknowledgment of this complaint and consideration for compensation for the inconvenience caused. Thank you for your attention to this matter. I look forward to your prompt response.
• TG

  Theresa C. Guzman

  Jan 1, 2026
  4.0
  Front desk personnel was awesome! Price good and breakfast descent. Size of room nice. However, our room had a dirty chair and overall, it's time to remove the carpet throughout (bad odor).
• AB

  Ashley Bruneau

  Dec 21, 2025
  5.0
  Honestly, the best customer service I have ever had. I stopped at this Hotel overnight on an 18 hour drive. I’m greeted by the warmest smile. Mr. Gerald immediately treats me like he’s known me my whole life. Periodically I pass by the front desk, looking for something I can’t find, trying not to bother Mr. Gerald. He called me, by name, over to his desk and helped me. This man went out of his way to give himself more work for my benefit. It was a truly valuable connection. I hope you are given the opportunity to connect with Mr. Gerald too.
• JB

  Jeremiah Brand

  Dec 17, 2025
  5.0
  Stayed three nights here while traveling on business. Rooms, cleanliness and breakfast were fine. I was particularly impressed by the receptionist, Gerald. The man clearly takes pride in his work and embodies hospitality. After checking in, he remembered my name and greeted me every day during my stay. Always helpful, always accommodating. As a young man, it’s inspiring to see we still have people like that in this country today.
• ZL

  Zoubi Llama

  Dec 13, 2025
  3.0
  I drove 8 hours and stopped after booking at this location and first thing I wanna say is head to the downtown location, this one is on the outskirts and behind a gas station. We parked out front as we had our pet with us and headed in to check in at 3 pm on Friday. We saw 1 person Michelle at the front desk and 5 people sitting on the chairs with their dogs. We walked past and we waited for Michelle to be done with the people in front of us. Once they were done, we walked up and Michelle informed us there was a line and that the people sitting down were actually waiting to be helped. So we sat down and waited. Everyone sitting down was waited on and I stood up as I didn't see anyone else in line when Michelle informed me to "stay seated" as there was more people in line ahead of me that weren't there yet. A couple walked in and they were helped. A man walked in and he was helped. Then my husband came in wondering why we were waiting 30 minutes to check into our pre-booked hotel room. I proceeded to inform him we were still waiting on line for people that were ahead of us however he saw no one and walked up to Michelle and she served him so I walked up to join him as it was under my name. As we stood there, the couple that was before me came back downstairs where Michelle interrupted her time with us to fix the card that wouldn't open their door. Then she took a phone call having us wait yet some more. She gave us our key card and we asked if there was a luggage cart where she stated there is only 1, in a 5 floor hotel, luggage cart and we would have to wait our turn. Everyone ahead of us wad waiting for the 1 rogue luggage cart that this large hotel had for guests. We waited for someone to come down and when he did he said someone else called dibs on it. I was so tired and frustrated we ended up making 4 trips to bring up our luggage and on the 4th trip we were in the elevator with another guest who decided to complain about the check in and how absurd it was that he had to wait 20 min and can't get the luggage cart. We agreed and said the same exact thing also adding that they probably should have more than 1 person at the front desk at 3 pm check in on a Friday and he agreed and left the elevator. We left and grabbed dinner, saw the Holiday Inn downtown Mobile which looked much cleaner and pristine. We returned to see no one at the front desk but Michelle and another man were in the office behind the desk when my husband told Michelle how good the burger we had was. She thanked him for telling her and we went upstairs, the left elevator doesnt close the doors when you press it, the right one does but jt takes way longer than the left one to arrive, like it was stuck but 2 elevators for a 140 room hotel is going to be used beyond its normal. The charging ports in the room didn't work so we just used the block to charge our devices. Phone was unable to connect to the wifi due to "poor connection" so we used our data. The parking lot in the back is well lit, we went around so we could keep an eye on our vehicles but watch out for the huge dip in the parking lot and the trash and potholes. This place needs to be redone to accommodate a ful hotel as it was very busy for a Friday night with people everywhere but the restaurant doesn't open til 5 hence why we left to get food. Michelle was nice, but you could tell she enjoyed the power of telling people when they could check in and had no urgency whatsoever with checking you in. I'm sure she's just tired of being the only one on at first check in time on Friday evening.

Frequently Asked Questions About Holiday Inn Mobile West - I-10 by IHG