Holiday Inn Express & Suites Van Horn, an IHG Hotel

Had an emergency in my family and needed to change my reservation - could not reach property to make change. Tried for hours and they would not answer their phone. Could not change on websites and Holiday Inn toll free phone line for reservations we’re not helpful - they told me I had to speak with property directly but couldn’t provide a number and would disconnect my call with them. Horrible customer service. Holiday inn refuses to refund or provide credit. No way to contact them and it’s my fault! Very poor service. Zero stars for them!

This hotel is new? Sadly it seems to have been rushed or bad Contractors. Fixtures were falling off walls, window coverings ripped, scratches on doors and walls, broken light switches, broken entry and exit doors, 1 ice machine, dirty pool and hot tub. Also, the pool is very dangerous. It has a ramp for entry into the water, it was very slippery! I fell holding my baby and literally broke my coccyx. The good things are the breakfast was good, the staff was nice, room was clean, beds and pillows were ok, convenient location right off the highway. Would I stay again? Probably not.

We stayed at holiday inn on our road trips because it is reliable and predictable. This stay however was terrible! We were on the second floor and as soon as elevator door opened there was a strong smell of sewage. I notified the front desk. He came up and agreed he smelled sewage too and said he would febreeze it. Obviously it is an ongoing problem because when I was riding the elevator with another guest staying on the same floor, he noticed the smell the first night and as the hotel filled up the smell worsened according to him. We both noticed the rooms had a barn door which seemed really odd, considering it is one room with 2 queen beds with no sitting area! When I mentioned it to the staff the next morning,both front desk people said it was the first time hearing of the complaint of the sewage/foul odor. This situation has really hurt the reputation of the holiday inns for our family. I get it problems happen, but how you address it defines your chain’s reputation. My concern is the health hazard and safety of your guests. I hope this review alerts the headquarters of Holiday Inn to remedy the problem.

This was the most expensive hotel of our road trip, and for that it was a disappointment, except for the breakfast , which was very nice. A bit dingy and sloppy, bad coffee. Pretty clean, but most of the usb ports in the room didn’t work; good thing there were like 10. I tried calling the front desk on our way there and from the room that night, and got zero response. Probably called a total of 7 times and let the phone ring off the hook. We had a reservation for 6 people, and when we got to the room saw that one of the beds was a couch bed, which was fine. We got ready for bed, but when we tried to make up the couch bed saw that there was no bedding. No amount of incessant calling received any answer, and as we were completely ready for bed we were in no shape to go downstairs. We were on the third floor. My kids slept on a bare mattress (which thankfully looked clean), with the blanket off our bed, and my husband and I slept under sheets. The service was completely different the next day, as they both answered and returned my call… too bad it wasn’t the night before…

The hotel was clean and convenient location. We were just passing through with our family. We would stay there again. Breakfast was great, a lot of variety and clean. Room was clean and comfortable. The bathroom floor and wall was a little dirty but I am pretty picky and look closely in corners, baseboards etc since I have a toddler who roams all over. Overall though nothing gross. It was one of the cleanest hotels we stayed in on our road trip and we stayed in even “nicer” branded hotels so I was very pleased with this hotel and would recommend it!