Holiday Inn Express & Suites Alabaster

Complaint about manager April Hyche, Manager Holiday Inn Express, Alabaster, Al. ---- no response from manager after repeated calls. Three items (one with sentimental value) were left in our room with no explanation of what might have happened to them.

Unfortunately, I have to leave a bad review, but everyone needs to read this. Upon check in, I discovered that my door would not lock. When you locked the deadbolt from inside the room, it could be easily opened from the outside without a key. Immediately I informed the front desk. The next morning, on my way out, I informed the front desk again, as the manager was arriving for work. Around lunchtime I said something again. When I arrived home that evening after 9 PM, I discovered that the door STILL wasn’t fixed. There were no attempts made to solve the problem. There were no attempts to contact me. It was a failure on the part of the staff. When Sunday morning came, and nothing at all had been done to correct the issue, I was not ok anymore. We deserved better. A locking door is the minimum requirement for a hotel room. Every time we left the room, we had to pack all of our belongings as though we were checking out. Additionally, I had children with me & had to sleep with one eye open. The staff seemed to imply that the extra latch would help keep the door closed, but I can find a YouTube about how to circumvent that latch in about 30 seconds. I have video documentation of the issue, but am unable to share it here. After checkout, I contacted IHG, the parent company. The boy I was directed to feigned outrage, assuring me that they would get to the bottom of things & to expect a call from leadership that very day to find resolution. It’s now Wednesday & I’ve had no such phone call. Unfortunately, I have to report that this isn’t a safe place to stay. If you have a concern, clearly staff will not take your concerns seriously. IHG is not serious about customer service. It’s better if you find another establishment for your stay. It just isn’t worth the risk of you or your family’s safety. I’ll never stay here again. You’ve been warned.

We stumbled upon this location by accident; however, I am glad we did! It was recently built & in a decent location. It's off the "beaten path," which made it slightly hard to find (this is how we stumbled upon it---we got lost....LOL). It is somewhat off the interstate and has commerce near and around it. Where the hotel is located, it is still growing and the road ways are still being developed. The hotel itself was lovely. The staff was very helpful and accommodating. The rooms were comfortable and the breakfast staff was very friendly & helpful. The hotel is nicely tucked away from excessive traffic with a nice view. The only thing I had concern with was the fact that since the hotel was fairly new, the carpets need a very deep cleaning or replacing all together. When I return to Alabaster, I plan to make this my location of stay.

Oh how the mighty have fallen. I have stayed at this location many times over the years and this location has dropped below my standards. The front desk staff lied about things I knew were not correct, being a platinum elite member, I know many things the general public do not. I did give them several chances to correct the lies, no luck. The hotel breakfast was so much different than before. I wanted to see the variety of sausages available a cut my thumb on the left side of the warming tray, pretty deep cut. I asked the front desk for assistance and she handed me two small bandages, by this time my blood soaked their paper napkin and could not stop the blood flowing. I ended up driving to Walmart and purchased some crazy glue to seal the cut on my thumb, see the pictures attached. After all said and done this was my last stay at this location. There were a few other things I overlooked, but the bloody thumb was the last straw. I will be staying nearby at other IHG locations during future trips to our Florida home.

Was clean, quiet, and comfortable. The staff was friendly and accommodating. Can't really find any issue with this hotel. We'll stay here again. Restaurants were within easy driving and it's a great area for a quiet stop on the way to Ohio.

We have stayed at this hotel twice a year, and we were never disappointed until our visit two days ago. The toilet seat was round and the base was oval. That was not a very good site to see when you first walked into the bathroom. It seemed like there was a govener on the shower. Even though there was a good stream for a bath, once the knob was lifted it didn’t seem like much water. I always enjoyed sleeping in the Holiday Inn Express bed as the coverlet was warm and fluffy. Not so at this inn. Finally, the breakfast was not the usual Holiday Inn Express breakfast. One could tell cost was considered in breakfast offerings.