Holiday Inn Express Atmore by IHG

Upon entering the room it appeared to be clean but had a bad odor such as the smell of mold and it had moisture in the room and also the smell of urine and the bathtub wasn't clean. The air conditioner had a mist coming out of it with a smell as well. I turned it off and open the window which stayed open all night and all the pillows were wet and so was the comforter. I complained to the front desk that night a staff member came and checked the room and she wasn't too friendly. I was given one pillow when all of the pillows were wet and the pillow that was given to me was not clean and it smelled but thankfully I had my own pillows and blankets. The next morning I complained to the front desk again a staff member came to the room and checked the room which she felt the pillows and the comforter which she was very friendly of the issue and I was moved to another room.

Disgustingly dirty . Maids need a lesson in how to clean and sanitize. Hair all over especially towels in bathroom. Asked for fresh clean was told out of towels. Floor in bathroom literally had so much black dirt ares from not being cleaned. You guys have a serious Japanese beetle problem. They are not lady bugs tell staff to do some research. Have stayed in area a few days a year and gave it a try and will go back across the street next visit. Do better

I was really disappointed with the hospitality we received upon arrival. I had already prepaid for our stay, but when I went to check in, the front desk employee said she couldn’t find my reservation. She asked for my driver’s license and the card I used to book the room. After looking at my Visa Cash App card, she immediately said, “We don’t accept Cash App.”

I explained that it was a Visa card and that it was the same card I had already used to successfully pay for the reservation. She then told me I wasn’t on the list and that I would need to contact Booking.com because it was a third-party reservation. I explained that I had received two confirmation calls that morning regarding our stay for my husband’s birthday and had even spoken with someone about requesting extra pillows. Her response was simply, “Well, I wasn’t working this morning.”

As more guests lined up behind us, I asked what this meant for us and whether we even had a room. Only then did she call someone for assistance. It turned out our reservation was in the system after all—our first and last names had been entered in reverse. Once the reservation was found, she informed me there was a security deposit, but again refused to accept my Visa Cash App card. I handed her my bank-issued Mastercard instead, and she looked at it and asked, “What is this?” I replied, “A Mastercard.”

After everything was finally sorted out, she had us sign the paperwork but never welcomed us, explained any hotel amenities, told us when breakfast was served, or provided any helpful information about our stay. The only thing she made a point to mention was that if we were caught smoking in the room, we’d be charged a $250 fee. We don’t smoke and never have, so it felt like a very strange and unfriendly way to welcome guests.

Mistakes with reservations can happen, and I understand that. What was disappointing was the lack of professionalism, communication, and customer service throughout the entire check-in process.

The front desk lady whom checked us in was not very personable or courteous. When we walked in she was at a table playing on her phone. She seemed very bothered that we were there. We had asked questions and she just seemed very angry to be at work.

Breakfast was ok but I'm not a breakfast fan anyway.