Holiday Inn Express & Suites West Monroe by IHG

Reviews

• DS

  Dalton Shaver

  3 days ago
  1.0
  Well I’ve been traveling for years and this is a first, checked into this hotel and then had the front desk lady try to barge into the room hours later because the hotel was oversold effectively ruining a great nights sleep. Thanks a lot. I had to scream through the door for her to knock it off and told her my name so she could see in the system where she personally put me in the room just hours earlier. Also, this is the first Holiday Inn I have ever been to that had stained sheets on the bed. Really let down by the staff here and the next time I’m in the area will be looking to stay somewhere else.
• RJ

  Robyn Jaffe

  3 days ago
  5.0
  The front desk clerk, Candy, was wonderful and friendly. She answered all my questions quickly with a beautiful smile and checked us in swiftly. We immediately noticed the room smelled clean and fresh. I highly recommend this hotel if you are going to spend a night or more in Monroe or West Monroe.
• CB

  Cem Brinckley

  Nov 10, 2025
  5.0
  I stay at this location often for work. The rooms are what I expect at a HIE property. But it’s the service of the staff that makes this one stand out. Tonight there was a glitch in my reservation that didn’t allow me to get the room I reserved. Candy, gave me a call ahead of time to let me know. She then bent over backwards to make sure I was accommodated as best as I could be and was very understanding. She made me feel valued as a Platinum Elite member, earning my respect and continued business. Well done! Please keep it up!
• DJ

  Dan Jansen

  Nov 10, 2025
  2.0
  Stayed here on 11/8/25. The room itself was fine, but the customer service afterward was extremely unprofessional. I booked through the IHG app and provided my payment information, and then provided a card again at check-in. The next day, the manager called and explained that there had been an error with the charge and asked that I provide payment again. I told her I was driving and would take care of it once I arrived at my destination. A few hours later, I received a voicemail from the front desk clerk, Candy, who checked me in. She was very kind at check-in, so I was surprised that her message was rude, condescending, and threatening, saying they would "give me a chance" to call back and they would take “further action” if I didn’t call back immediately. I was fully willing to resolve the payment. I simply wasn’t going to give out my credit card number while driving, and I don’t share card details over the phone for security reasons. I asked to deal only with the manager and requested a secure payment link or credit card authorization form (a standard option at most hotels), but the tone and approach from the front desk staff were unacceptable. I am now escalating this to IHG Guest Relations so the situation is documented and addressed. As a loyal IHG customer, I certainly don’t mind correcting an honest billing error. But communication matters, and guests shouldn’t be spoken to this way.
• MM

  Matt

  Oct 20, 2025
  3.0
  This Holiday Inn Express is in need of a hard management look at the details and what repairs are needed throughout the property, in addition to monitoring the work/efficiency of the staff. While it served okay for our one-night stay purposes as we headed home following a 2-week vacation in other states, we would probably not choose it again. Check in was great. Candy was working the front desk upon our arrival and she was very friendly and helpful. No issues with the front desk. The Halloween decorations put up by the staff at the entryway were really well done and a nice touch for guests to enjoy. Throughout the facility there were easy-to-note maintenance issues that clearly had not been addressed: - Door handle loose and about to fall off on the common area men's restroom door. - Broken and missing toilet paper holder in that same bathroom, so roll of toilet paper just sitting by the sink. - That same bathroom had clearly not been cleaned in a long time. Was the worst we saw on this trip. - Air conditioning unit at the end of our 4th floor hallway had broken vents on it - The ice machine on our floor was literally roaring the entire time we were there. There is clearly something wrong with the thermostat that controls the cooling fan, as the ones on other floors were not anywhere near that loud. Loudest one we've ever heard anywhere and it was just across and slightly down the hall from our room. - In general, the place just looked worn and needs someone to go in with a clear set of eyes to identify all the maintenance and updating that needs to be done. The breakfast was probably the weakest we had out of 7 hotels we stayed in. The employee apparently responsible for the breakfast area was sitting in the hallway outside the front desk area on her phone virtually the entire morning time period we were down for breakfast and making trips to our vehicle as we prepared to leave. She never looked up from her phone, never spoke to anyone, never came and checked the status of the food items while we were there, the trashcans were full to the top, and there was no real oatmeal in a server like all the other Holiday Inn Expresses--only packets. Other healthier options were pretty much non-existent. Definitely some work to be done there.

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