Holiday Inn Express & Suites Panama City-Tyndall by IHG

Reviews

• KS

  Kaylee S

  4 days ago
  2.0
  ** And before the hotel staff can say that “we don’t have record of you in our system” the reservation is under my husband’s name Michael D. room 127 Our room had a black mold spot on the ceiling, and there was hair in the bathtub. We stayed because the storm had the hotel fully booked and no rooms were available. I also overheard housekeeping staff in the hallway. One asked, “Are we changing the sheets today?” and the response was, “He said no sheet change today.” I cannot say what they meant, but the conversation raised concerns, especially with hair in our tub. To be fair, breakfast was a 10/10 and one of the best parts of our stay. Unfortunately, everything went downhill from there. On Saturday morning, I asked the front desk manager if the pool was open. She checked her email and specifically told me it would be open Sunday morning. We stayed an additional night because we wanted our children to enjoy the pool before we checked out and headed home. On Sunday, after packing our car and cleaning the room, I went to the front desk around 10 a.m. to ask if the pool was open. Crystal told me to put our things in the car and come back, and then she would let me know. I returned as instructed. When I came back, Crystal was in the office talking to someone. I overheard her making snide remarks about me having all my children with me. When she came out, she gave me a crooked smile and rudely said, “The pool is closed. Have a good day.” When I asked why it was closed after we had specifically been told it would be open, she repeatedly cut me off, loudly and sarcastically saying, “Have a good day. Have a good day.” She also told me that since I was checking out, I shouldn’t worry about it. We stayed an EXTRA NIGHT because of that promise. The least she could have done was explain respectfully. When I asked why she was being so nasty, she told me to “just get the hell out of here already.” I told her I felt she was showing prejudice toward me because I had my children with me. I had just overheard her remarks about my children, which reinforced that impression. Instead of addressing my concern, Crystal called a man named Joe over and told him that I had called her a racist. I did not call her a racist. I said I felt she was being prejudiced toward me because I had my children with me. Those are different accusations, and she misrepresented my words. Joe said he was trying to “de-escalate the situation,” but he would not hear my side and repeatedly told me to leave. He did not address Crystal’s behavior or the incorrect pool information. When I asked Crystal for her name, she covered her name tag and went into the office. Joe told me he was not allowed to give me her name for my review, which was unacceptable when I was documenting a complaint. Guests should not be treated this way for asking reasonable questions about a service they were promised. I was not asking for special treatment. I wanted an explanation for why the pool was closed after I was told it would be open. Crystal’s sarcastic dismissal, repeated interruptions, and telling a guest to “get the hell out of here” are completely unprofessional. Joe’s refusal to listen only made the situation worse. I have already filed a complaint with corporate. I expect an investigation and will continue following up with corporate if this is not addressed. My children and I deserved better. Breakfast cannot make up for cleanliness concerns, misinformation, and disrespect. Families, especially those with children, should think carefully before staying here. I understand pool hours can change during the storm but guests should be told rather than promised something unavailable. If the pool was not going to open, we should have been told before paying for another night. The issue was not simply that the pool was closed; it was how Crystal handled a reasonable question and how Joe dismissed my concerns instead of listening.
• JB

  Janet Brickley

  Sep 25, 2026
  5.0
  Clean. Friendly and helpful staff! We go back every year!
• KL

  Kedesha Douglas Lewis

  Aug 30, 2026
  5.0
  Krystal and the gentleman that worked audit provided excellent customer service throughout my stay. The cook was very friendly and prepared a hot, filling breakfast every morning. The housekeeping team also did a wonderful job. Upon arrival, my room was neat, clean, and tidy. My family and I truly enjoyed our stay and felt very welcomed. We will definitely be back on our next visit!
• JH

  John & Heather Hall

  Aug 3, 2026
  5.0
  Great people at the desk. Check in was fast.
• MG

  Mike Gonzalez

  Jul 9, 2026
  5.0
  Great place to stay with great breakfast. Crystal made our stay fantastic. Thank you guys. Only concern I have is to lower the price of the chargers because they are inconveniently overpriced.

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