What People are saying

Oh My Gosh

Ford Bon 22/07/2017 00:31

To be sure I have the right hotel this is for the Holiday Inn Express on Thatcher Ln in Carmel. The place is a dump. Walls dirty, elevator dirty. HVAC unit right by bed and couldn't set to continuous fan. Had a suite and couch and curtains dirty. Bed was ok except couldn't sleep for AC cycling noisily all night. Got up next morning room had a nice Keuric with coffee but no cups. Thought well I will shower and go down stairs for coffee. Went to shower and thought they had just thrown shampoo etc in floor of shower. Wrong they were empty which meant shower had not been cleaned and there was no shampoo and soap. Went downstairs for breakfast which was ok but buckets in floor catching water and it wasn't raining. Asked for manager to call and no call. Was booked in for 3 nights but bailed and found another place. Worst hotel experience ever.

Incompetence and poor Service Recovery

Gerry Ton 17/07/2017 20:35

Being in hotel management for 20 years and most recently being a General Manager of several Holiday Inn Express’ for the last 7 years, this property is dreadful. The last 4 times I have stayed here I have had some sort of billing issue. Two of the last 4 times I have stayed here I used my IHG Rewards points but I was still billed the full amount on my company credit card. The first time I used my IHG Rewards points they did not even bother to respond to the case I had opened with Guest Relations and I had to dispute the charges with the credit card company to get a refund. At least that time when they did finally respond to my issues they refunded my IHG Rewards points in full because of their errors in billing. The last time I used my IHG Rewards points they STILL billed my credit card so, once again, I had to contact Guest Relations to get it corrected. They now have a new General Manager seemed to be competent enough to at least refund my corporate credit card (at the time of this posting it has still not be refunded). However, no other compensation was either offered or given other than a weak email apology. When I emailed the General Manager back stating how many issues I have had with incompetence at his new property and the fact that I am speaking from a professional position as an Ex-General Manager of a Holiday Inn Express, still no other compensation was offered or given. At least the last General Manager there gave me my points back from their billing mistake. I have even been checked into a dirty room, one that had no towels and one with a dead roach on the night stand.

If you are going to be a General Manager of a Holiday Inn Express, make sure your staff is properly trained before you leave the property for the day. If they are not properly trained then guess what, you work the shift. That is the position of a General Manager of a limited service property. That is what it REQUIRES to succeed. Also, when a guest complains about your property and you offer them a weak email apology and they TELL YOU IT’S NOT GOOD ENOUGH, maybe, don’t just offer up another weak apology. The way you handled this shows great incompetence and I don’t have much hope for your future as a General Manager if this is the way you handle guest complaints. Could have easily saved yourself a terrible TripAdvisor review had you just taken care of me the first time around. Good luck and start working some shifts to train your staff.

Comfortable bed, tired furniture & decor

Rob Son 24/06/2017 12:40

For a Holiday Inn Express, it was average. The bed linens and bathroom were clean, but the hotel felt old and tired. Nice laundry for guests ($1.50 for wash and $150 for dryer, at the time of this writing). Conveniently located to Clay Terrace and easy access to 31 (which will get you to I-465). Very pleasant front desk staff.

First review ever.

Bruce_Psueon 19/06/2017 03:12

Stayed Saturday night June 17th. Floors in lobby were dirty when checking in to room 103. Quiet room and comfortable bed. Found dirty sock and paper cup under bed. In the morning there were piss ants all over one of the night stands and centipedes on the floor in the bathroom. The desk chair seemed to be broken and the shower pressure was very low. Breakfast buffet was good. Detailed issues with front desk and they seemed to care and offered to give us bonus reward points. At $216 for the room we will probably try somewhere else next time.

Nice, but overpriced

Christina Don 29/05/2017 00:34

Perhaps because it was Memorial Day Weekend AND the Indy 500 weekend that the price was so high. It was about $100 more than I expected. The room was nice, but average. The lobby is very comfy and welcoming. They have an EXCELLENT free breakfast: pancakes, scrambled eggs, Mexican omelets, sausage, gravy, biscuits, bacon, cinnamon rolls, bagels, muffins, cereal, coffee, juices, fruits! It was fantastic. We stayed on the 2nd floor, and there are 4 floors in the building. We did hear a lot of foot traffic above us during the night, which is no fault of the hotel. Again, I would have given it a higher rating if the price was more reasonable.

They did have a washing machine on site, along with a fitness center & indoor pool. The room had a mini-fridge, microwave, and Keurig machine.

PS -- looking at the prices AFTER our trip, they have dropped about $80. So looks like the high-traffic weekend did cause a big price increase.