Holiday Inn Express & Suites Brooksville West by IHG

Reviews

• CH

  Cathy H

  Aug 26, 2026
  1.0
  We originally booked and prepaid for our room online through the Holiday Inn Express website. Because the room was for my elderly mother-in-law, who needed to stay near the hospital while we had a family member in the ICU, I called to ask how to complete a credit card authorization so she would not have to provide payment herself at check-in. During that conversation, the front desk employee led me to believe I was speaking with the same Holiday Inn Express where I had already made the reservation. What I did not realize was that there are TWO Holiday Inn Express locations only a few miles apart. My original prepaid reservation was actually at the location near I-75, while this location was closer to the hospital. The employee never made it clear that she could not locate my existing reservation or that I was calling a completely different, independently owned hotel. Instead, she sent me the credit card authorization form, which I completed and returned. She then charged my card for ANOTHER room—approximately $40 MORE than the rate I had already booked online—and gave my mother-in-law a smaller room than the one I had originally reserved. It wasn't until I called back to question why the room was smaller and why my credit card had now been charged TWICE that I was finally told I had called the "wrong" Holiday Inn Express. She informed me that my original reservation was at the other location and that I would have to contact them myself because the hotels are individually owned. At that point, I requested a refund from this location so my mother-in-law could simply go to the hotel where we had originally booked and paid for the room. I was told, "NO REFUNDS," because she had already checked in. This is the part that is most upsetting. If the employee knew my reservation was not at her hotel, that should have been made VERY clear before charging my credit card for an entirely new reservation. A simple, "I don't see your reservation at our location; you may have booked the other Holiday Inn Express nearby," would have prevented this entire situation. Thankfully, when I contacted the Holiday Inn Express where I had ACTUALLY made my original reservation, they were much more understanding and agreed to issue a "one-time courtesy" refund. However, as of the time I am writing this review, my credit card has been charged for BOTH hotels and I have not yet received the promised refund. We were already dealing with the stress of having a family member in the ICU and trying to make accommodations for an elderly parent. The last thing we needed was confusion and additional charges that could have easily been avoided with clear and honest communication from the beginning. I am extremely disappointed with how this situation was handled. When someone calls about an existing reservation and credit card authorization, the first step should be to VERIFY that the reservation is actually at your property before taking their credit card information and charging them for an entirely different room.
• NE

  Nancy Evans

  Aug 23, 2026
  4.0
  Clean. No one at desk after dark. Breakfast nice selection.
• HH

  Harry Hamilton

  Aug 16, 2026
  5.0
  We stayed last week and couldn't has for anything better. The staff were all friendly. The rooms were clean and kept tidy during our stay. Breakfast was good and the coffee was excellent. We will be staying there again for sure.
• SK

  Shunda Kenon

  May 15, 2026
  4.0
  The pool was dirty!!
• DM

  Dog Mom

  Apr 8, 2026
  4.0
  Very clean rooms! I was impressed by how clean and sanitary the rooms were, even for being busy, I felt like cleanliness was prioritized. Quiet environment as well.

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