Holiday Inn Express & Suites Pensacola West-Navy Base by IHG

Reviews

• CH

  C HB

  Jul 13, 2026
  3.0
  If you have the option, just stay downtown.
• DF

  Diane Friesen

  Jun 21, 2026
  1.0
  I am extremely disappointed with my recent stay at this Holiday Inn Express. On our second-to-last night, the locking mechanism on our room door malfunctioned, leaving my husband and me locked inside our room. We immediately called the front desk and were told they would try to unlock the door from the outside. After multiple attempts, they were unable to get the door open. We were then informed that maintenance could not be reached and that the maintenance employee would not be back until 7:00 a.m. the next morning. As a result, we were trapped in our hotel room overnight with no way to exit. This was not merely an inconvenience—it was a serious safety issue. What if there had been a fire? What if one of us had experienced a medical emergency during the night? My husband and I are older adults, and being unable to leave our room created a frightening and potentially dangerous situation. While we understand that mechanical failures happen, what was most upsetting was how casually the situation was handled. There was no apparent sense of urgency, concern, or effort to find an immediate solution. After spending weeks at this hotel over multiple stays while helping our daughter after the birth of her son, we expected much better treatment. When we asked what compensation would be provided for being trapped in our room overnight, we were told we would receive some points, with the maximum compensation amounting to roughly half the cost of one night’s stay. Considering the severity of the situation, this felt insulting. To make matters worse, we overheard a front desk employee accuse us of breaking the lock in an attempt to get money from the hotel. After the amount of time and money we have spent at this property—including a month-long stay when our grandson was born—that accusation was incredibly disrespectful and offensive. This experience demonstrated a complete lack of concern for guest safety and customer service. We felt ignored, disrespected, and taken advantage of. What should have been a loyal customer relationship has been completely destroyed. We will never stay at this hotel again, and I would strongly encourage others to consider how this property handles serious guest safety issues before booking a stay.
• TW

  Tiffany Woods

  Jun 14, 2026
  5.0
  This is a great location easy to get to and from everywhere we went. Nice rooms. Really nice staff!
• AD

  Allen Dean

  Jun 14, 2026
  1.0
  Holiday inn need some signs to show where the elevator is....
• JJ

  JM

  Jun 6, 2026
  1.0
  Rooms are nice and clean but my ac wasnt working and i felt like i had to fight to get assigned a new room. The employee(which could barely speak english) acted like i didnt know how to use the ac and tried to sell me on the idea the ac in my room was working fine although it couldnt get below 75. They eventually gave me a new room but i shouldnt have had to fight to get a room with a working ac. The area is really horrible theres homeless people that try to come in and eat breakfast with you in the morning. The only positive abt the hotel is the breakfast and the breakfast staff, they are great and super friendly.

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