Holiday Inn Express & Suites Tucson, an IHG Hotel

Service needs a lot of help, maybe send all staff to etiquette school or make them take a communication course. The front desk when we checked in was unprofessional and very unkind to my wife when she checked in. The rewards app does not have a place to put in a second authorized adult to check in; however, you would think it was common sense she was authorized without my presence on her long trip, where she had her own card that she used to pay for the reservation with her name on it, and my same last name. The front desk reprimanded her for that, when they could have just called me. When my wife stated she was fine at the other Holiday Inns she stayed at, the person at the desk stated, “well they shouldn’t have, and I will send them all an email stating to them what to do in the future.” How about this, maybe learn how to run your own establishment before telling other sites how to take care of their customers. My wife could not relax after that, and was contemplating checking out and returning. Poor service, do not recommend staying here. Choose another hotel that has better service.

We pulled into the parking lot at around 11:30 pm. The parking lot was pretty full but we have stayed here before with large trailers. We have two pickup trucks both with enclosed trailers. They have always had us park in the back. Within 1 minute of us pulling in, somebody was at our window informing us we couldn’t park there as they needed the parking for the guests that haven’t arrived yet. There were several U-Haul trucks taking 4-5 spots each. He said he was calling the police to have them towed. We asked if there were any rooms available and he said no. Then he said there might be through a third party company. We jumped on Expedia and found there were 7 two queen bed rooms available and multiple king bed rooms. We needed 2 rooms. I mistakenly only booked one room. When we went in, he told us I had only booked one room. He then said since it was through a third part he couldn’t modify it. He was very short with us. I said that’s fine I would book another online. I told him to relax. He snapped back asking what I said. I told him to chill out I was going to book another room. He then informed me he was canceling the room. I said you’re really canceling our room? He said yes I just did. We all stood there in disbelief. We then walked out and he followed us. Told us he was calling the police to have us trespassed. This was all in the matter of 5 minutes from pulling in to being kicked out. We will never go back and this person should be fired. I would never employ someone that would treat customers the way we were treated.

Do not stay here if you're road tripping it. These people are rude, and will rip you off of your money. My brother, his girlfriend, their teenager, and their 4 month old daughter get to the hotel around 12:30a after leave TEXAS and they REFUSED to check them in, even though they booked the room. They have also decided they're not going to give my brother his money back. So they won't give him his room but they're going to charge him anyway. If I could give 0 stars, 100% would. How dare these people. My sister in law said that she gave the correct check in time between 12-1a and they get there around 12:30a. IF YOU WERENT GOING TO CHECK THEM IN, WHY DID YOU TAKE THEIR MONEY?! the hotel knew what they were doing and they made my brother drive to Phoenix to stay instead. Horrid customer service. Road trippers BE AWARE before booking with these people.

The location was awesome. Yet towels are rough and cheap. In addition, only one cup of coffee pod was replaced for next day, and no additional creamer. We were two people in room. I remember back in day when Holiday Inn Express was one of the nicer places to stay. The TV was not a smart tv and no good streading cable was provided.