We stayed here (2 adults and 2 young adult sons) in a room for 3 nights at the end of August 2013. We had booked directly with Holiday Inn (not through some discount website, where one doesn't always get exactly what you think you have booked).
Once we arrived I asked the young lady (Let's call her Sam) if we could please have a quiet room as I am a very light sleeper and cannot take a lot of noise. She said she's given us a room on the third floor so I won't hear any movement above us. That was true. The first night was a disaster! We had a room with an "adjoining room door". Let me tell you that this is totally not what one would expect. All night long I could hear the guest in the other room talking on the phone about her mother and siblings to some other party. As soon as that phone call was finished she called someone else. Again, word for word, I could follow her half of the conversation. About 11pm I called the front desk and talked to the night duty staff. He told me there was no where to move us now, but to come down in the morning and they would see what they could do.
So all night long we listened to the neighbor either talk on her phone, or we heard the iPhone "ding" for her texts. Back and forth. Ding ding ding ding ding ding ding. It was a complete disaster. I didn't sleep at all. By 8am the next morning I was down at the desk talking to Sam asking when and to where she would move us because of the noisy neighbor. She did in fact move us to another room around noon and it was better (still a lot of traffic noise though) for the last two nights we were there.
I called her once we got situated in the new room as asked if there could be some compensation for our first night being ruined she said all she could do was give me 2000 points. I asked her to please talk to her manager. Later when I passed the front desk and saw Sam, I asked her what the result was and she said all she could do was give me 2000 points. I asked her if that gets me a free night, and she said no, not even close. I asked her to please talk to her manager again. The next day I went to see her again and checked whether we had a reasonable result (I was thinking a $50 credit to a future stay or something). Nothing! Sam said they can't control noisy guests and that was all she could do.
Needless to say I filled out the comment card when we left because Holiday Inn's slogan is Stay. Satisfied. I did stay, but was not satisfied. Not even close. This room was around $150 a night, not some discount hotel with a $49 value where you get what you get. When we left I put the comment card on the counter as we left the hotel (on top of another comment card), Sam rushed over and removed them both from the counter. I never heard another word from the hotel.
Once home, I contacted Head Office by email and then I got a response and a call from the hotel Manager. Now, everyone was very apologetic and they did give me compensation similar to what I had desired in the first place. I never expected to stay the night for free. I mean, I did occupy the room.
The facility is lovely and in a great location. The breakfast was awesome and the pool and hot tub also were great.
Sam needs some training. Don't get a room with an adjoining door unless you know the people there as that door has no soundproofing qualities at all. That guest may as well be sitting and talking next to you. The rooms that face the "freeway/roadway" have a lot of traffic noise as well.
Rooms away from freeway are quieter.
Don't get a room with an adjoining door, unless you're...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for your review of your stay at the Holiday Inn Express & Suites, Everett, WA. I certainly apologize for the inconveniences you encountered while staying at our hotel. The front desk is empowered to take care of your concerns but, as we both know that did not occur and you are 100% correct that some re-training needs to be done. I can assure you that this has taken place and we will continue to train and follow up so these things to not happen to you our valued guest. We hope that with the resolution you did get, that you realize we do care and want to make sure that each stay is a stay that finds you relaxed and enjoying all we have to offer. We are happy that you did find the hotel itself met your needs and hope you come back to see what other great changes we have planned for the hotel.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.