Holiday Inn and Suites Phoenix Airport North by IHG

Look at this picture-beautiful, right? Not our room. Uncomfortable and noisy. Shower felt like needles piercing your body. Elevator did not work and we paid $15 for overnight parking.

We didn’t have complimentary breakfast
The images of what I booked did not match the room.
The key cards don’t work. Had to get them reset all the time. Also a problem using other entrances with key cards. Room service didn’t make beds. Ran out of toilet paper. Pool had gook on the bottom. Hot tub had stuff on bottom. Elevator by room was broke.

Paid for parking?????

The breakfast food had limited options and drinks. The elevator was broken so we had to walk to the other side of the property to use a different one.

Everything was fine no complaints here

Noise from street

The cost of staying one night

The ice machine was out of order, the treadmills (2 of 3) were out of order, the door didn't line up with the doorframe (it let light in on the bottom of the door, the signs to get to the gym were horribly misleading, the key cards were super easy to de-magnetize, the door to the bathroom didn't lock, they sent a text message asking if we needed anything and when I responded, they didn't say anything, and so many other things.

Just check Google and you'll see that you should avoid this place.

I booked this hotel under my name for a family trip, and my wife and kids arrived about an hour before me due to our travel schedule. Even though she provided my full name, my ID, the booking reference, and the exact credit card used for the reservation, the front desk still refused to check them in. This was at 11 PM, after they had just gotten off a five‑hour flight, exhausted, hungry, and traveling with kids. Instead of showing any flexibility or basic hospitality, the staff forced them to sit in the lobby and wait for my arrival.
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The $500 plus tax they witheld was claimed to be a smoking violation fee. Both my wife and I are life-long non-smokers and they did this without any prior communication or physical evidence.

The "Evidence" is Scientifically Impossible:
The hotel provided a sensor report showing a PM 2.5 of 393.1 and an AQI of 429 at 09:58 AM—exactly when we were packing for checkout with our children. According to EPA standards, an AQI of 429 is "Hazardous," equivalent to being in the middle of a forest fire. If this data were real, the building's fire alarm would have been triggered. No fire alarm went off because the sensor was clearly malfunctioning.

A Deliberate Setup for Guests:
The General Manager, Danielle Sonn, claimed she could not reach us on Booking.com platform right after checkout (which is a lie) and admitted that their "REST" sensor system is intentionally configured to only send reports at 9 AM and 11 PM, rather than in real-time. This is a massive red flag. The hotel could easily send staff to verify a room immediately if smoke is truly detected, but they choose not to. Instead, they wait until you have left the premises and no physical evidence remains, leaving you with zero way to defend yourself.

If you are a non-smoker, you are not safe here.

When booking my stay, it stated that there was a free continental breakfast provided. Wrong!! I was told it would be $18.00 per person. Ad needs to be changed
They had a hard time finding my reservation. After 4 hang ups from them, we got through the front desk. The reason they couldn't find me was the booking was listed as Sherwood Barbara instead of Barbara Sherwood. If miscommunication between Booking.com and Holiday Inn Express, I will think twice about using either service.