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

Reviews

• GA

  Gabrielle Archie

  Sep 2, 2026
  2.0
  I have mixed feelings about my stay because the room itself was genuinely nice, but my experience with management significantly affected my overall impression of the hotel. The room was clean, spacious, and modern. The bed was comfortable, there were plenty of towels, and the shower had great water pressure with plenty of hot water. From a cleanliness and comfort standpoint, I was very satisfied. Unfortunately, my interaction with the manager on duty was a completely different experience. I paid $148.50 for a one-night stay after booking through Expedia, where a hot tub was advertised as one of the hotel’s amenities. Upon arrival, I discovered that it was out of service. I understand that amenities break and repairs take time, so the outage itself is not the reason for my 2.5-star rating. My issue is with how the situation was communicated and handled. When I explained that I had not been informed of the outage before booking, the manager repeatedly insisted that it had been disclosed online and directed me to the IHG website. I personally checked the IHG website multiple times and could not find anything stating that the hot tub was out of service. I then asked the manager to show me exactly where on the website the notice was located. She refused and subsequently continued to insist that it was there and that I needed to find it myself. That interaction left me feeling genuinely gaslit. If a manager is repeatedly telling a guest that a disclosure exists but refuses to show the guest where it is when directly asked, I find that incredibly frustrating and dismissive. I also contacted Expedia, since that is where I booked and paid for my stay. Expedia reviewed the listing and provided me with written confirmation that they could not see any current or historical notice stating that the hot tub was out of service. The manager’s demeanor throughout our interaction was, in my experience, extremely rude, dismissive, and unprofessional. When I asked whether any accommodation or compensation could be offered, I was told no. I was also told there was no one else I could speak with and that I needed to take the issue up with Expedia. Considering that I spent $148.50 for a single night, I don’t think expecting the advertised amenities to either be available or clearly disclosed as unavailable beforehand is unreasonable. More importantly, I don’t think expecting basic professionalism and courtesy when raising a legitimate concern is unreasonable either. I wasn’t looking for anything excessive. Things break. A sincere apology, some understanding, or simply acknowledging that there may have been an issue with how the outage was communicated would have gone a long way. Instead, I left the interaction feeling dismissed rather than heard. Because I couldn’t resolve the matter at the hotel level, I ultimately contacted IHG Guest Relations and had a formal case opened regarding my experience. It’s unfortunate because I genuinely liked the room and would have rated the hotel considerably higher based on the accommodations alone. My 2.5-star rating reflects a good room overshadowed by a very disappointing experience with management. A broken amenity can be fixed. How a paying guest is treated when they raise a legitimate concern leaves a much more lasting impression.
• JD

  John Dandurand

  Aug 2, 2026
  1.0
  My partner paid nearly $450 for a two-night stay. The dryer is still broken, and the washer is still eating quarters nearly two months after another review mentioned the same issue. Only after having to really press the issue did they resolve this (they wanted us to pay despite it being a clear machine error). When we requested reimbursement for the $0.50 the washer took (we didn’t have additional quarters available and there’s no bill breaker), we had to complete a form. All together, this took about 20 min to resolve this. They apologized by offering 500 IHG points (worth only a couple of dollars), which didn’t feel like an adequate response given the overall experience. We expected much better for the price. I’d recommend staying elsewhere.
• SS

  Sandy Swan

  Aug 1, 2026
  5.0
  We enjoyed our week here. The free breakfasts were excellent. The service by Natasha was so friendly and kind.
• 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.

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