Holiday Inn & Suites Phoenix Airport North by IHG

Reviews

• NC

  Neland cavazos

  2 days ago
  1.0
  Made reservations on phone with hotel directly, and put card on file. Upon arrival told they don't take my card. Then they could ,and I was hit with a additional $250 incidental fee that wasn't mentioned on the phone. Parking was also $18 which it's says $15 online which I was like why am I paying to begin with. And I get to my room with water damage in bathroom. Conjoined room door with a stranger and deadbolt not closing so I have a little clip separating us.
• TB

  Tom Brenner

  4 days ago
  3.0
  I expected more from Holiday Inn. Now, the room was clean - so fine. But I got charged to park there?!?! Yes I should have checked, but $15 add on to park a car is stupid especially given how much parking space they have. Also, the room is very oddly laid out. For instance, the bathroom sink is not in its own room or alcove, it is basically next to the bed. And DO NOT walk to get something to eat. Not a safe area. I felt safer walking the grand canyon.
• MS

  Marsha Sauter

  Apr 29, 2026
  5.0
  Uh can someone say wow to a holiday Inn??!! I just did. This is the nicest hotel, friendliest people and with 24 hour shuttle service. Our flight wad delayed on American airlines and we missed our connection. They gave us a voucher to holiday in. We were tired from traveling all day, got in late. Called for a shuttle and it came immediately. We arrived at the hotel to a smiling helpful young lady who checked us in and set up our shuttle for the next morning. We got to our room and my jaw hit the floor. It was suite, with three rooms. Elegantly furnished, quiet and comfortable. I could live there. Unfortunately we only had 5 hours till our next flight so I did not get to fully enjoy it but it was the highlight of our trip.
• CX

  Crzyferret X

  Apr 22, 2026
  1.0
  I am leaving this review based on my family’s experience there from 19-15 April 26. My wife and daughters were in town for the Varsity Spirit Western Regional Summit and spring break and chose to stay there as it was one of the stay to play hotels for the event. I also joined them from 10-12 April with a second room. I have been an IHG club member for nearly 10 years, have Diamond status, and stay in IHGs quite regularly for work travel, with over 60 nights so far this year. However, the experience at this hotel nearly resulted in me cancelling my membership points and all. The entire experience, from the service, to the room cleanliness, to the food, the safety, and the atmosphere was atrocious. Upon check in, the front desk staff was rude to my wife. We qualified for the complimentary breakfast amenity and it took two follow-up trips over two subsequent days to ensure it was added to the room. Both rooms were dark, dusty, and smelled of smoke. I complained of the smell of smoke in both rooms on three separate occasions. One occurred as I entered the room and housekeeping was leaving. Another happened as other guests were smoking in the courtyard below the rooms. My entire family is allergic to smoke and spent the time stuffy and coughing. The staff did nothing to address it. When my wife went to check out she was informed she would be charged for smoking in the room based off the Rest Air Quality sensor. My wife was staying in the room with our two young daughters, one who was competing in the competition and required extensive hair preparation with curling irons, flat irons, and lots of product, all which can cause smoke. The initial manager refused to discuss anything with her, refused to give his name, and told her to have me call the GM. When I called and spoke to the manager, he was also rude and dismissive. He ignored any and all explanation as well as articles where I pointed out where curling irons and hair spray have been known to se the sensors off. He also ignored that I reported a smoke smell multiple times in the room. He also told me that while his staff was credible, I was not. I eventually spoke to the general manager who was even worse. When I pointed out there were past reviews mentioning false smoking charges, as well as Better Business Bureau complaints of the same, she told me she didn’t care and that none of those were reliable. Eventually I asked her three questions. First, I asked if her staff had recorded the smoke smell complaints if that would change her mind about refunding the smoking fee. She told me no. Second, I asked if we went to the doctor and got tested for nicotine and showed negative if she would reverse the fee. She said that would not get her to reverse the fee and all that mattered was the sensor. Finally, I asked if the $550 was worth the reputation of her business, to which she replied she didn’t care. I contacted IHG Corporate who agreed to talk to the general manager on my behalf. However, even they could not get the manager to reverse the charge. However, they did compensate me with a significant number of points above and beyond what I was charged. The IHG customer service folks were attentive, listened, and responded promptly with follow ups without me having to reach out. Additionally, my bank also listened to me and reversed the charge. They may also pursue further action against the hotel. In the end, my bank and the IHG brand understood how to treat their customers and the value of their respective brand’s reputation. As such, I will continue being an IHG customer. However, even though I have been made whole, the hotel staff and management need to be held accountable. I would encourage IHG to investigate further for themselves and consider pulling the franchise from the hotel. I would also encourage anyone staying in Arizona for a Varsity Spirit event to avoid this hotel at all costs.
• KP

  Kenneth Peng

  Apr 17, 2026
  1.0
  ********A Warning to Families: Predatory $561 Smoking Fine Based on Faulty Sensors******** I am writing this to warn other travelers, especially families, about a deceptive and predatory billing practice at this hotel. We stayed as a family of four with two little kids. Both my wife and I are life-long non-smokers. Despite this, the hotel charged us a $500 + tax ($561.35) "smoking fee" without any prior communication or physical evidence. The "Evidence" is Scientifically Impossible: The hotel provided a sensor report showing a PM 2.5 of 393.1 and an AQI of 429 at 09:58 AM—exactly when we were packing for checkout with our children. According to EPA standards, an AQI of 429 is "Hazardous," equivalent to being in the middle of a forest fire. If this data were real, the building's fire alarm would have been triggered. No fire alarm went off because the sensor was clearly malfunctioning. A Deliberate Setup for Guests: The General Manager, Danielle Sonn, claimed she could not reach us after checkout (which is a lie) and admitted that their "REST" sensor system is intentionally configured to only send reports at 9 AM and 11 PM, rather than in real-time. This is a massive red flag. The hotel could easily send staff to verify a room immediately if smoke is truly detected, but they choose not to. Instead, they wait until you have left the premises and no physical evidence remains, leaving you with zero way to defend yourself. A Patterns of False Accusations: I strongly recommend reading the many other reviews describing the exact same issue: this hotel's smoke sensor system has falsely accused numerous non-smoking guests, and management refuses to conduct any real investigation beyond the electronic report. If you are a non-smoker, you are not safe here. If their faulty system flags your room, you will have almost no chance of getting your money back. Please read the other negative reviews and think twice before booking this property.