Our experience at this Holiday Inn Express was absolutely unacceptable. We arrived late at night and were assigned room 224. The moment we walked in, the room smelled strongly musty, suggesting mold. The bathroom was in disturbing condition. The toilet seat was up, the water was murky, and there was a piece of paper floating inside. It was clear the room had not been properly cleaned or inspected.
I immediately called the front desk to request a room change. The attendant said they were fully booked and that the only remaining room was reserved for someone else. We gathered our belongings and went downstairs to request a refund, as we were not willing to stay in a room with possible mold and unsanitary conditions. We were told refunds were not offered.
After I firmly stated that I expected a clean room or a refund, the attendant suddenly said a king room was available. Given how late it was and how exhausted my daughters were, I reluctantly accepted.
Although the second room did not smell like mold, it was still extremely dirty. There was a brown stain on the couch, a used face mask next to the sofa, filthy carpets, hair throughout the bathroom, and the shower leaked water across the entire bathroom floor. At that point, I was honestly afraid to look any further.
This was not a matter of being picky. This was basic cleanliness and safety. We stayed only because it was the middle of the night and left as soon as possible. This property needs immediate attention from manage