Holiday Inn Express Richmond - Midtown by IHG

Reviews

• HB

  Heather B.

  Jun 21, 2026
  1.0
  Hello 9.5 million viewers! Stay elsewhere! Beware! Shame on you IHG! My experience at this Holiday Inn Express was extremely disappointing and reflected a complete lack of customer service, accountability, and operational competence. The biggest issue was that no one seemed empowered to help guests. After checkout, I was repeatedly told that only a manager could address billing concerns, despite the fact that front desk staff and night auditors have the ability to make folio adjustments. Guests should not have to leave, hoping that a hotel will eventually resolve problems in "good faith." Stating that you put a note on the reservation doesn't solve anything. The property itself was not well-maintained. The elevator was out of service daily during the week, the pool was closed for the duration of my stay, and the hotel appeared overwhelmed and unable to keep up with the volume of guests, with overflowing trash cans and common bathrooms in disarray. Common areas were trashy and messy, giving the impression that staffing levels were inadequate. Despite multiple checkouts, check-ins, and even a visible stack of no-show reservations at the front desk, the hotel would not accommodate the room type requested. It was difficult to understand how rooms were supposedly unavailable when evidence suggested otherwise. As a previous hotel manager, you make the guest in front of you happy and adjust the accommodations as the night progresses - you could even give a single traveler an "upgrade," thus making two solid good impressions. Duh! Billing issues only added to the frustration. The hotel refused to honor tax-exempt status, despite this being standard practice at hotels regardless of where the reservation was made. I was also charged for parking, even though my reservation was made before the parking fee was implemented, and the convention materials listed parking as free. To make matters worse, I was double-charged for parking and was not charged the advertised weekly parking rate when we stayed a full week. Would it really be that big of a deal to remit $7 to a guest? After checking out, I realized an item had been left behind in the room. Staff did not offer to simply verify whether the item was still there. How long would it have taken to send an employee to the 4th floor to look in a closet. When I called seeking assistance, front desk employees could not even tell me when a manager would be available. Eventually, I was informed that the hotel manager works Monday through Friday from 9 a.m. to 5 p.m. For a hospitality business that operates 24/7, having management effectively unavailable outside standard office hours is unacceptable especially if you don't give your staff autonomy to solve problems. Empower your staff. This property fell far short of the standards I expect from IHG. The lack of customer care, poor communication, billing problems, and inability to resolve basic guest concerns and requests have left me with little confidence in this hotel. I will be sharing my experience with IHG and strongly encourage them to either provide better oversight of this property or ensure it is staffed with better employees who are empowered and trained to assist customers effectively.
• MK

  Matt Klauke

  Jun 14, 2026
  1.0
  Really expensive for a dated and kind of dirty hotel. The elevator broke on our last day so we got to hike up the stairs multiple times. They also charge you for parking.. I would pass in this one.
• BG

  Brion Gidley

  Jun 11, 2026
  1.0
  We purchased a room here so our daughter could go swimming while I went into work. Pools closed. You pay for parking and it's a public parking lot. Service at desk wasn't friendly. There's nothing special about the room. A few dings and scratches as expected, but overall, it's pretty clean.
• RJ

  Ray Jones

  Jun 6, 2026
  2.0
  When you need to stay in Richmond, you should stay as far as you can from this hotel. It is old and a bit run-down and most of the time has only one working elevator. It used to be a better place to stay but that was years ago, in its earlier Holiday Inn era. Some cosmetic upgrades give it a veneer of niceness but this is not your smart choice in Richmond. You should be especially careful about parking here, because the area is rather sketchy, there is a lot of foot traffic through the lot, and I don’t think any valuables would be safe. I have regularly been panhandled, too. Just wait till you see the condition of, and absence of (or invisibility of?) security for, the worn-out strip mall parking lot you’ll be required to pay an extra $7 a night for. If you’re traveling with a lot of stuff, you’ll probably want to schlep it all inside at night. Particularly over the last year, the breakfast room has often been short on standard items, from yogurt to bagels and too often the cinnamon rolls. (My last stay, the yogurt cups were frozen solid, the pump coffee creamer was empty, one coffee machine was out of service, and the other seemed to have been set to dispense only weak coffee.) You run the risk of paying a room rate that includes a “free” breakfast but will be lucky if there is breakfast to be had. It’s the kind of hotel where it’s not unreasonable to worry that the towel you just wiped your face with still retains dampness and odor from the last guest in the room…were the linens all changed? And don’t expect room or floor preferences in your IHG profile to be honored. If you like a lower floor, plan to press “8” in the elevator. If you ask to be in a room away from the elevator, you’ll be placed across from it. The thoroughfare that passes by this HIE is notorious for the noise of revving engines, motorcycles, and loud mufflers, especially at night. It can be easy to overstate the concern that a hotel property is “not in the best part of town.” But what if the hotel itself is the reason this isn’t the best part of town? I’ve been lodging in this location for over 20 years and, when the people I’m in town to work with ask me what hotel I am in, their eyes widen and they are unable to hide their pity. I was willing to put up with a lot for a long time but this bad thing must come to an end. There are decent places not far away but you can’t put a price on safety and security. That tells you a lot about why this usually looks like a good deal. The market puts low value at the low end when it comes to hotels in this kind of condition. Trust me: it’s not that it’s too good to be true; it’s just too true that it’s too bad. We do the best we can in this life and we all make mistakes. But staying at this sad little motel-scented hotel does not have to be one of them. Life is short. You can do better.
• SC

  Sean Cease

  May 26, 2026
  5.0
  We recently stayed at the Holiday Inn Express Richmond - Midtown by IHG and had a great experience. The hotel was clean, comfortable, and very welcoming, but what really stood out was the outstanding customer service from Nicole at the front desk. Nicole was incredibly friendly, professional, and genuinely helpful throughout our stay. She went above and beyond to make sure we had everything we needed and made us feel truly welcomed from the moment we arrived. It’s rare to come across someone with such a positive attitude and dedication to customer service, and she absolutely made a lasting impression on our family. Thank you, Nicole, for making our stay such a positive experience. We will definitely stay here again when we’re in the area!

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