Holiday Inn Express & Suites Phoenix Airport by IHG

Reviews

• JS

  Jerrod Strong

  1 day ago
  1.0
  I would not recommend staying at the Holiday Inn Express Phoenix Airport located at 3401 E. University Drive. During my stay, I encountered multiple issues that significantly affected my experience. After checking in and heading to my room, I observed multiple commercial air circulators operating on the third floor, including one positioned directly outside my room. I also walked over what appeared to be damp carpet in the hallway. Upon entering the room, I noticed ants near the entryway/refrigerator area. At first, I did not make a major issue of it and continued settling in. Later that evening, after ordering food and getting ready for bed, I pulled back the sheets and discovered multiple active ants in the bedding. In my opinion, this is unacceptable. The bed is the primary reason a guest pays for a hotel room, and I was not able to comfortably use or enjoy it as intended. The next morning, I reported the issue at checkout. The front desk staff was helpful and advised that management would follow up. What ultimately disappointed me most was not simply the presence of ants, but the property’s handling of the issue afterward. Management informed me that food present in the room may have contributed to the ant activity and that an investigation found no evidence of ants prior to my occupancy. However, I had already observed ant activity before any food was brought into the room. Additionally, when considering the ant activity observed shortly after entering the room, the multiple commercial air circulators, the apparent damp carpeting, and the fact that ants are commonly associated with moist environments, I believe it was reasonable to question whether the issue may have existed prior to my occupancy. Management ultimately offered a 20% adjustment, which amounted to approximately $25 or less. In my view, that did not adequately address the overall experience, especially given that I discarded food due to concerns regarding the ant activity and was unable to comfortably use the bed. I requested either a refund for the affected stay or a complimentary future night so the hotel would have an opportunity to regain my business and demonstrate that the experience was not representative of the property. Those requests were declined. I travel frequently for work and rely heavily on reviews when choosing hotels. Based on both the room conditions I encountered and the manner in which the matter was ultimately handled, I will not return to this property.
• NR

  Nathan Rempel

  Jun 9, 2026
  5.0
  Had a very good experience staying here. The staff was friendly, the rooms were nice and clean and the breakfast was very good! Will come back if passing through the area.
• DS

  Dean Stauffer

  May 28, 2026
  5.0
  Very nice room, bed was SO comfortable, good breakfast, front desk was super helpful and professional, airport shuttle was much appreciated
• VA

  Virginia Almeraz

  May 13, 2026
  1.0
  Terrible customer service. I never stayed at this hotel because the reservation was incorrect, but Expedia was trying to contact the property to help fix the third-party booking and nobody would answer the phone or help. The manager was never available, and the front desk employee, Idalia, seemed very reluctant to even take the call from Expedia. Instead of helping resolve the issue, they made the process frustrating and impossible. In the end, I lost my money over a situation nobody wanted to help resolve. Very disappointing experience. Communication and professionalism were completely lacking
• JS

  Joe Spilman

  May 7, 2026
  1.0
  ​Dishonest management and staff – ​This hotel overbooks room types and then "silently" downgrades guests without saying a word. I watched the receptionist and the manager modifying my reservation right in front of me during check-in. I thought they were talking about an upgrade because of my membership status, but instead, they moved me from the King room I booked to a Queen without even mentioning it. ​When I noticed the wrong bed, I called the front desk. They tried to tell me they were out of King rooms, even though the IHG app and other sites still showed availability for tonight. The same receptionist said they "forgot" to tell me about the change while I was checking in. (Again, I heard them discussing changing my room while they were checking me in). ​They offered points to make up for the "mistake" but only after I called about them putting me in the wrong room. Overbooking rooms is a poor customer service practice already, but checking guests into different rooms than what they booked without telling them and hoping they won't notice is a lie of omission. If they would have told me the truth at check in I probably would have gone to another hotel but would have appreciated the honesty and would consider booking here again, but because they were dishonest I won't stay at this hotel or any hotel run by Cornerstone Hotel Group any time soon.

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