Holiday Inn & Suites Phoenix Airport North by IHG

Reviews

• RW

  Robert Wiggins

  Nov 17, 2025
  1.0
  This hotel charged me a $500 fee under the false notion that I had smoked in the room. I did not smoke in their hotel room, and their only "proof" of smoking was a report from their smoke detection system. The hotel uses a Rest detection system, which is a company partnered with Oracle (you know, the company that does mass surveillance!). The detection system claims to be able to detect any and all types of smoke that would be harmful to the hotel, but unfortunately they are unable to tell me what type of smoke was detected because I guess the system isn't THAT good? They were just able to detect the presence of smoke, and because of that I got charged $500 plus $61.35 in taxes. It's a shame that this hotel would rather invest in a costly smoke detection system (and have to scam their guests out of $500 each to make their money back) than invest in their infrastructure, breakfast services, staffing and maintenance, or anything else that would have improved the experience at this hotel. The place looks depressingly old with several floors that could collapse at any moment, the breakfast is outsourced to the neighboring restaurant that is severely understaffed (very friendly though), and the staffing at the hotel itself is so bad that my coworker and I had to wait ages to get our smoke alarm batteries replaced. Oh yes, BOTH of our smoke alarms died during our stay, and yes it was as loud and annoying as you can imagine. If you are looking for a place to stay near the airport, I would recommend the Staybridge Suites in the Phoenix - Biltmore area on Greenfield Rd. The staff is very friendly and on top of things, the space is well kept, and they didn't charge me $561.35 for no reason. Plus, as a loyal Diamond Elite IHG member, I still got to collect points!
• KI

  Karma Isreal

  Nov 16, 2025
  1.0
  They don't listen housekeeping cleaned my room with do not disturb sign after I took them old towels ,told them no need to clean just need towels .I thought that was it .I left came back they cleaned my room with all of my stuff out through my plane ticket away .they were snooping through my stuff, because naturally if you are a cleaner you tend to just pick stuff up and throw it out . In this case they did this with napkins in my bag around my bag and threw my earrings away .Then argued with me no one ever went in my room because the DND sign was on .I was told they would check cameras and call me back never got that call or my deposit back because the cameras told the truth . Well so am I !! The room was not very clean in The first place being tired it wasn't terrible just hair on towels and a few other things but I couldn't move they were full .Very unprofessional ,far from everything ,rooms needs an update.it would have been nice if they actually cleaned my room before I arrived not while my things were exposed all over the room. Another hotel that spends the money where guest won't be sleeping .Hey look at our nice lobby!!!?? then it looks like you checked in hotel California when you get to your room .
• RS

  Rose Bailey Sayles

  Nov 14, 2025
  3.0
  Great establishment. I had a room on the 4th floor. I traveled with 2 big rolling duffel bags, weighing approximately 100lbs plus a carry-on bag approximately 12lbs. The receptionist informed me that there was an elevator for use. I go outside, with my 3 bags, only to find out that the elevator was out of order. I walked slowly, while scoping out another elevator - it was out of order. I was exhausted dragging those bags and was not about to walk up 4 flights! There was/were no baggage carriers at the front desk to help. I put the bags down an scoped out another elevator- it was actually working- geeeeesh! Please let us know in advance, about electrical/mechanical issues prior to dragging/rolling bags. On a positive note, the hotel transportation driver was professional, friendly and helpful, when I had to get to the airport the next day. It had severa nice outdoor firepits to sit around, outside. Breakfast items were to be paid but no complimentary coffee downstairs in the lobby, as usually accustomed.
• CS

  Casey Savage

  Nov 11, 2025
  1.0
  Stayed here for one night before a flight and would not recommend. Rooms are very old, open to the outside, and bathrooms are incredibly small. Charged $15 for parking less than 12 hours which was not mentioned when booking. Every time the air conditioner shut off, a loud sound was made. I took a shower and the fire alarm went off immediately after. When I went to the front desk to notify them, they simply said “oh yeah that’s normal, you have to keep the door closed after showering”… as if it was okay that this is a normal occurrence. Overall, do not recommend.
• KG

  KYLA_ GACHA

  Nov 5, 2025
  1.0
  DO NOT STAY HERE!!!!! We booked on Priceline for Halloween night for 2 nights (Oct. 31-Nov. 2)…. It was a lot cheaper than what the actual hotel was being offered! Prior to booking, we contact the hotel directly (exact date/time can be provided) inquiring about incidentals/deposits… we were told, “there is none!” We booked, and the next day were charged a $100 deposit fee! Upon arriving and entering our room (156) we instantly noticed a huge round red stain about 4-5 inches in diameter just left of the door nearing the edge of the sofa! (You can’t miss it) My instant reaction was to inform the hotel and change room… I then though, “ this stain, had obviously been recognized before due to the nature of its color and size … obviously they were unable to remove it as it is in plain sight, which is why they left it there and we’re unable to clean it. This is why I chose not to bring it up because obviously it was there prior, it was easily noticed invisible to all persons, including housekeeping and maintenance., and was proven that it was a permanent stain, unable to be cleaned. We have 2 toddlers and ALWAYS do a full room inspection for many reasons including safety, reoccurring, non-fixed issues, potential issues, and overall protection for our children! We always choose to disconnect the phones and put them above in a place that they cannot touch them!… buttons are a number one go to and we don’t want any mishap phone calls…. As a result, we immediately put them up so children cannot touch no ruin them. Other problems/issues: *bathtub does not hold water! *hidden fee of $17 required per night that was not spoke upon via Priceline Internet nor over the phone via a direct staff member prior to booking! * housekeeping came in to our room and woke us up when they were given specific instructions to not enter! We were not dressed and ultimately exposed due to housekeeping, not following policy! * all staff are willing to put the blame on someone else and give up every other authority! * apparently Sergio is the one that has the most problems as multiple staff have ratted him out… including past reviews! As we were told prior to booking, no deposit, we were charged a $100 incidental fee! We were not aware of this fee until the next day in which we wanted to extend our trip by 1 day (simply due to not wanting to pack up and go to a different place). We went to the front desk and asked them what the best way of going about that would be. In the end, we decided to extend our trip via Priceline that included staying in the same room and not being charged an additional deposit fee. We then went to the front desk and inquired about this and they agreed that we would not be charged an additional fee along with having to change rooms. Not only were recharged $100 fee for the first two nights, but an additional hundred dollar fee for the third night as they checked us out and rechecked us back in in order to inquire to deposit fees. We contacted the front desk along with multiple management staff members and have yet to receive a phone call back in regards to these charges and lack of communication and agreements upon all staff members being on the same page. The next day, after checking out we received an email that a $25 charge was denied because of insufficient funds from our bank account …(hence them charging us an extra two deposit fees that were promised we’re not going to be charged). Five hours later we then received a hold for a $50 charge on our card. We called the hotel directly and asked what these charges were for: she simply stated that the telephone were damaged and did not work, along with a charge for a red stain on the carpet. We instantly explained that the phones were disconnected and put above immediately prior to our kids, having access to them due to the fact that to them it was a fun thing to play with… Hence we were protecting the stain. The red stain was obvious and I’m sure it was being charged to multiple people before us. This is unacceptable and not OK.

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