Holiday Inn Express & Suites Braselton West by IHG

Reviews

• DW

  David Williams

  5 days ago
  3.0
  I booked two rooms last weekend for three nights, one king and one double queen to be near Road Atlanta for an event. The good: Hotel was generally clean, newer build and modern, good parking availability. Beds were comfortable. Provided breakfast food and coffee was decent the two mornings we were able to get it. Wifi worked well. The bad: A bit of 'death by a thousand paper cuts', there were just so many annoying little things during our stay. None of them on their own would be a big issue, but a bunch of them together become a problem. - Check in took a really long time due to slow systems. - Our initially assigned double bed room was actually a single when we got to it, so had to go down and get assigned another room (very slowly again). - The new double bed room was stocked with only one towel at check in requiring another trip - ALL our keys for both rooms stopped working EVERY. SINGLE. NIGHT. requiring multiple trips to the front desk to get them fixed. - The double bed room had cleaning service done Saturday and was again stocked with only one single towel, requiring another trip to the front desk. - The king room was low on facial tissues and down to last TP roll when we arrived the first night and ran out for the next two days, despite setting the roll and empty box up as pictured to get attention. Cleaning service team ignored this and did not replace. - Tables were not cleaned in the breakfast area, we had to get napkins and water to wipe them down ourselves. - The hotel entrance is hard to find, took a tour of the nearby gas station, Burger King, next-door cemetery and the new hotel being built next door trying to get to it the first time. - The floor number indicator stickers identifying floors next to each button are mostly missing from both the hotel's elevators. - The hotel has pretty thin ceilings, had lots of thumping from the room above (we were on the 3rd floor). - Iffy build quality in the bathroom. The sliding shower door had a sharp screw sticking out that was dangerous to cutting legs. I removed it and set on the bathroom counter. Tile work is pretty shoddy in the king room (pictured) which makes a pretty new hotel look old and run down. - This is normal hotel thing and I knew about the rates when I made the reservation, but prices were jacked up an extra $100/night for 2/3 of the stay apparently because there was a football game in the area that weekend and greater demand. This is on me for not shopping around more and recognizing the excessive price inflation. Unfortunately I think the sum of the bad outweighs the good and I likely won't return to this hotel.
• AG

  Ari Garcia

  Nov 3, 2025
  1.0
  A little back story, we booked a hotel with booking.com booking kept saying that the hotel was responsible to allow a waiver of fees since we was misled by booking thinking that this hotel allows pets, but they don’t. The ladies at the front desk was annoyed. They told us this happens all the time, booking and then kept going back and forth. Booking saying that they have to cancel and refund and the hotel telling us that they can’t refund or give a free cancellation, they took the money out leaving us no way to get another hotel leaving me, my 3 kids and my parents along with our 3 dogs without a place to stay the night! All this while we are moving as well. They got additude with us and we left and went out to the parking lot. They even told us it’s not their responsibility if booking miss represents their hotel room, and that this happens all the time. They told us that last week alone it happened to 10 people! This is unexceptionable! Do better!
• CL

  C&S Longwell

  Oct 20, 2025
  1.0
  Nyasia Thelamon, I know you will respond to this as you do all 1 star reviews with a copy a paste but the way the staff treated us was truly unacceptable. UPDATE TO YOUR RESPONSE: Thank you for your response and apology. We appreciate you taking ownership and admitting fault. However, this situation is far more serious than a misunderstanding — it was an unlawful violation of federal disability law and a deeply offensive act of discrimination. During our visit to your Holiday Inn Express property on October 17th, my husband and I were denied service and ordered to leave because of his task-trained service dog. When we explained that the dog is a registered service animal protected under the Americans with Disabilities Act (ADA), your staff informed us that “he would have to be deaf or blind to have a service dog.” That statement is factually and legally incorrect. Under the ADA (42 U.S.C. §12101 et seq.), service animals are trained to assist individuals with a wide range of disabilities — not only those who are deaf or blind. The comment made by your staff demonstrates a complete lack of ADA training and understanding of the law. We were removed from the property, forced to find alternate lodging late at night, and ultimately arrived late to my brother’s wedding. The experience caused severe emotional distress and unnecessary hardship. Making matters worse, my husband is a U.S. combat veteran, and the way he was treated was both degrading and unlawful. I am expediting this matter and seeking legal counsel, and I have already begun filing a formal complaint with the U.S. Department of Justice Civil Rights Division. I have also contacted IHG’s Corporate ADA Compliance and Legal Departments. 1. This incident has been formally escalated to IHG’s ADA Compliance and Legal teams; 2. The staff and management involved will undergo mandatory ADA retraining; 3. The hotel will issue a formal written apology and full reimbursement for the expenses and damages caused; 4. IHG will take appropriate disciplinary action to ensure this never happens again to another guest. I will continue to pursue this through all proper channels until this violation is fully addressed.
• CL

  Colt Longwell

  Oct 20, 2025
  1.0
  Worst hotel experience I’ve ever had. The management and team members here are the most unprofessional people I’ve ever dealt with. My family and I had reservations and paid for the hotel up front. I am a Combat Veteran with a nationally registered Service Dog. Upon checking in, the staff asked me what my disability is, which is illegal, asked to see my disability paperwork, which is illegal, and then stated my disability does NOT constitute a service dog but an “emotional support animal” even though I have the proper paperwork & documentation for my Service Dog. They refused my family and I access to the hotel and asked us to vacate the property. This is the most unprofessional business I have ever dealt with. Again, I have a nationally registered Service Dog with appropriate documentation and is NOT an “Emotional Support Animal”. They are also refusing to refund our money for our reservation. Please stay elsewhere and avoid this place like the black plague.
• SL

  Shelley Longwell

  Oct 18, 2025
  1.0
  UPDATE TO OWNERS RESPONSE: Thank you for your response and apology. We appreciate you taking ownership and admitting fault. However, this situation is far more serious than a misunderstanding — it was an unlawful violation of federal disability law and a deeply offensive act of discrimination. During our visit to your Holiday Inn Express property on October 17th, my husband and I were denied service and ordered to leave because of his task-trained service dog. When we explained that the dog is a registered service animal protected under the Americans with Disabilities Act (ADA), your staff informed us that “he would have to be deaf or blind to have a service dog.” That statement is factually and legally incorrect. Under the ADA (42 U.S.C. §12101 et seq.), service animals are trained to assist individuals with a wide range of disabilities — not only those who are deaf or blind. The comment made by your staff demonstrates a complete lack of ADA training and understanding of the law. We were removed from the property, forced to find alternate lodging late at night, and ultimately arrived late to my brother’s wedding. The experience caused severe emotional distress and unnecessary hardship. Making matters worse, my husband is a U.S. combat veteran, and the way he was treated was both degrading and unlawful. I am expediting this matter and seeking legal counsel, and I have already begun filing a formal complaint with the U.S. Department of Justice Civil Rights Division. I have also contacted IHG’s Corporate ADA Compliance and Legal Departments. 1. This incident has been formally escalated to IHG’s ADA Compliance and Legal teams; 2. The staff and management involved will undergo mandatory ADA retraining; 3. The hotel will issue a formal written apology and full reimbursement for the expenses and damages caused; 4. IHG will take appropriate disciplinary action to ensure this never happens again to another guest. I will continue to pursue this through all proper channels until this violation is fully addressed. Sincerely, Shelley Longwell ORIGINAL RESPONSE I was shocked and heartbroken by what happened at this Holiday Inn Express. Upon arrival, my family was denied a room and ordered to leave the property because of my husband’s service dog, even after he explained that it is a trained service animal protected under the Americans with Disabilities Act (ADA). The staff and management refused to honor our rights and made us leave, forcing us to scramble to find another hotel late at night. As a result, we arrived late to my brother’s wedding and went through unnecessary stress, embarrassment, and expense — all because of their lack of understanding of federal law. Service dogs are not pets, and under the ADA, hotels are required to allow them without additional fees or restrictions. This experience was discriminatory and deeply disappointing. My husband is a a disabled veteran and the manager asked for his medical records to prove his disability which is highly illegal. I have filed a formal complaint with IHG Corporate and the U.S. Department of Justice. I hope this location takes swift action to retrain their staff and management so that no one else with a disability has to go through what I experienced. If you have to stay in the area please stay at Hampton Inn and Suites Braselton. They accepted my family and our service dog happily.

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