Holiday Inn Downtown - Mercy Area, an IHG Hotel

Have problems with checking in, my room was ready pay by Expedia,and they acting like didn't have it ,I have to double pay ,so they can let me,and my family stay, people in front desk, unprofessional,they take the deposit three times from my account,bad time in this place.

Positives: the shuttle driver. He was a nice and hilarious older man. He went above and beyond to get the guests to and from a concert. He took good care of us and worked late to do so. Thank goodness we confirmed the pick up location, the front desk was telling people the wrong place. For a hotel so close to a huge event arena you would think they would maintain it better. We walked in and literally thought the window was open in our room. Nope, the windows have no seal/noise barrier so you hear the interstate, hospital, and other area outdoor noises all night. WARNING: Be careful using the shower. I didnt think i would ever get warm water, but be warned theres a 2 to 3 minute lag. I got the water to be warm after several minutes but then once i had shampoo in my hair the water turned to scalding. Very concerning if you have kids. No bathroom fan either so bathroom gets steamy. No insulation or anything either, you hear your neighbors and hall traffic constantly. Also, idk why they put a thermostat in the room, it doesnt work and it was very hot in our room. Wasnt terrible but would tey something else next time.

Our room had no air conditioning. the fix was to bring a box fan into the room and take up chair space. maintenance left the ceiling tile askew in the bathrokm after checking the ac. after a 2nd complaint about the ac not working we got moved to a 2nd room in which the ac ALSO did not work. there is no bathroom vent to defog the mirror's in either room. the food is outrageouly priced at the on-site lounge/restaurant and they auto-charged me a 20% tip without having a disclaimer that sales over $100 include an auto-tip. There is no kids menu so we paid for a full adult meal. Our bill was over $100 for 4 people. at check-in i wasn't asked to sign anything, i wasn't told my room number or given instruction on how to get there. there is no explanation about the breakfast coupons that are required for the breakfast bar. Its supposed to be included in your fee if you request it but they dont tell you about that so when we showed up for breakfast without coupons and no cash we looked like idiots. There are no signs with directions to the pool and no family restroom in the pool area for kids. Pool is not little-kid friendly. Vending machines on site are inconsistent in payment methods. Snack vending is ONLY on lobby floor and soda vending ONLY takes cash. We were given a $50 discount for the inconveniences we experienced. This is a BIG downtown hotel and near major events centers. Expectations for quality were highly failed. We will never stay at a hotel inn again.

I always stay at the Holiday Inn mercy when I come to Des Moines to visit family. Jonathan was amazing. His customer service skills are excellent. Also the shuttle driver Ike was so accommodating friendly. He’s an excellent representative for your company. The hotel itself was amazingly clean. My room was always capped Probably one of the best days I’ve ever had there

Overall decent stay! I had a hiccup where the hotel charged me and extra day and they worked quickly to fix the problem. Everyone was very kind! Free breakfast was a huge plus with two adults and two children! Beds were very comfy. Window leaked some cold air which was a negative but overall a decent room for the price and location.

We stayed here due to family needing operation at the hospital. The best thing was the onsite parking. The hotel is ok. It could use some renovation but no real complaints. Front desk folks very nice.

In town for Event w family……loved the restaurant for dinner and breakfast and fun pool time. Will stay here again. I would Recommend.

Had we of known how horrible the location of this hotel we would have stayed elsewhere. We had to drive several miles to find a mcdonalds that even looked safe to feed our children from. Went to the gas station a few blocks from there and there was several people outside of the gas station loitering around and 2 cops inside standing behind the counter, that tells me something about the location itself. The hotel itself was not bad at all, it was clean, staff was polite, and very accommodating. They do need to specify on their menus that kids don't eat free that's just what they use to lure you in.