Holiday Inn Express Hotel and Suites Abilene, an IHG Hotel

It was ok

Room was clean - good A/C - easy parking

Upon arrival, one of our keys would not work. Had to go back down to lobby and get corrected. Then again the next day it happened again. When turning on bathroom light, the exhaust fan come on and was very noisy, annoying. Breakfast, Maybe a couple of tablespoons of eggs were left. The next morning, the coffee canister empty and decaf was barely luke warm. Limited power outlets. Did not enjoy this stay at all.

Room could have been cleaner, toilet had urine on seat and rim. Tv didn't work. Otherwise it wasn't horrible.

Good

Not a fav

There were crickets outside the window chirping all night very loud. The customer service is very poor. Not friendly and very slow. Shower was dirty.

Disgusting stay. Key did not work on second try to enter and had to get in line behind others who’s key didn’t work either. Room smelled of urine. Light switch cover was crushed and hanging by a screw. Window was completely cracked and repaired with silicone, wall by window repaired , but not painted, pool full of debris and algae, ice machine had dead bugs by it with black mold behind it when I got down to identify bugs, dead roach in our bathroom that needs someone to actually remove years of accumulated filth in the corners. It would have been nice to take a bath in the bathtub which is why we ticketed the room in the first place. Sink couldn ‘t be filled either because that didn’t have a stopper either. TV didn’t work and desk did not offer to send someone up to help. “My tv works” Food and boxes in the hall with a hole in the wall behind them when we checked in. In the morning, the boxes were all disturbed and some of the food boxes gone….makes one wonder what caused that. Already our stomachs were turned off for breakfast. Chairs in breakfast area dirty and split. We left without eating. Ugh!

Very noisy hotel from parking lot at all hours to hallway. Stains on sheets and bedcover. Hot portion of breakfast was rationed into the serving trays which is irritating as you can't get the breakfast you want in a time efficient manner. Elevator feels super old: slow, noisy and leaving you wondering if the door will open. Our door cards were erased so we had to go to the front to get them re-coded. There was zero security check to make sure we were legit people in that room. Major personal security risk here.

Clean

Room was nice but AC was leaking.

Beds were comfortable

It was a very clean motel.

I have never had an experience like this with a hotel. We booked through Expedia, and when we arrived, we were checked in like normal. The front desk help, Jeff, then follow us up to our room stating, we had to have a card on file for incidentals. Of course, this is standard, but I've never had someone go up to our room to have us follow him back downstairs for this process. You'd figure this could be a simple call, in which, at our convenience we could go downstairs to get this complete. To top it off, a whole night was charged on top of the $25 incidental fee. There was no one there to fix this, and we were told a manager would be there at 6:30am the next day. Of course, the next day no manager was on duty. We were told "maybe" at later that afternoon, but that we could get a call back. No call back. Then we were told Monday for sure this would get fixed first thing in the morning. Nope! We had to call other hotels like this one to get any info on how we could get our money back. Lack of customer service is why I'll never stay at this place again. I understand not everyone is going to know how to fix a situation, but as a customer representative, you acknowledge that and direct the customer to the appropriate personnel.

How close to ACU it was

Hotel was just ok. Good for a one night stay.

The room was absolutely filthy. The wind is actually had dirt on them, especially the pillowcase. The key wouldn’t work to open the door, so it took three trips from the front desk to get the door to open. In general, like so many of these Holiday Inn expresses can be. It was pretty much a dump. And they had no other rooms to offer, so they were absolutely no help. If we hadn’t gotten here so late, we would’ve gone somewhere else. But we cleaned the room up ourselves enough to make it through the night. Well done, Holiday Inn Express.