Let me first say that I did not actually stay at this hotel. But please read on to hear about great customer service provided by this hotel from a reservation I made here. When I made my reservation on the Holiday Inn web site, I was told that my smoking preference (non-smoking) was not guaranteed due to my late planning (day before) and that rooms would be assigned first-come, first-served basis. So, under my requested preferences I made a note saying that the room must be non-smoking.
The next day, I was called by the hotel manager saying that they may not have any non-smoking rooms available that night, but that the manager would make sure that I was taken care of. When I arrived at the hotel, they indeed did not have any non-smoking rooms left. They had arranged for me to stay at the hotel property right next door where there were non-smoking rooms available. The "other" hotel had all the same ammenities and was of comparable quality.
All this was arranged before I arrived, so the transition was easy, quick and painless upon my arrival at the Holiday Inn Express. The manager had taken the time to read my preference request and to make sure that my preferences were accommodated without any inconvenience to me. So, the next time I am in the area and in need of a hotel room, the Holiday Inn Express in Manassas will by my hotel of choice.