This hotel has a great staff. Everyone was very friendly, nice, and helpful! The room was clean. My one complaint is that we were not informed that we had to request maid service in advance. After being gone all day, we were shocked that our pile of dirty towels remained in the room. When I went to the front desk, they informed me that maid service had to be requested. I don’t have a problem with this, but we were not informed ahead of time. Later we found a letter behind the TV informing us. So beware if you are staying more than one night, you must request maid service even if only to get clean towels! Everything else was fine and to repeat, I can’t say enough how great the staff was!
We had a large room with sitting area. Room was fairly clean and comfortable. Reasonable outlets and lighting. Comfortable bed. Pool open. As with so many hotels now, staffing is an issue. That said, the staff was friendly and helpful. Mediocre breakfast.
On September 1, 2021, I reserved a King standard room for September 24, 2021 at the AAA rate of $94.49, and with tax totaling $106.77, directly through the IHG website. The official cancellation deadline was September 23, 2021. On my arrival date, my other daughter came down with a virus and was very sick. I contacted the hotel, and spoke with a kind, desk clerk named Mike. I asked if I could push back the date of our arrival to September 27th and not be subject to the 1 night's cancellation fee. He thought that seemed fine, but he put me on hold to check with his manager. Unfortunately, his manager said no. I would still be charged for this night if we didn't show, but he offered to re book me for a later date. I disconnected the call, and my husband and I decided for him to go ahead without me. Thus, he checked into the hotel after midnight that evening. Upon checking in, the clerk and my husband saw a UNAUTHORIZED "deposit" of $108.26 was already taken from our credit card account earlier that day. Apparently, the manager thought we were not coming, so he quickly took the funds for that night's stay and added an additional $1.50 "Local Charge" to the total. During my telephone call, I never cancelled. In fact, if I had cancelled, IHG would have sent me a cancellation text and email. The clerk went ahead and checked my husband in, and offered him a FREE upgrade to a 2 queen bed room because of his Platinum status. He said the invoice would be correct by morning. This was NOT the case. In the morning, I called the property and spoke to the rude, unprofessional desk clerk, Brianne. She stated rates fluctuate and last night the AAA rate for 2 queen beds was $138.60, and with tax totaling $158.12. I tried to explain that I had a GUARANTEED confirmed rate of $94.49 for this stay. My husband had the written IHG confirmation paperwork printed out. He showed the print out to the night desk clerk when he noticed the additional $1.50 charge added into the deposit. She continued to say that people get the rate for that evening when they check in. I told her she didn't know what she was talking about. Then, she said I needed to stop disrespecting her. I replied that she was disrespecting me by not honoring our printed guaranteed rate from September 1, 2021. After no avail, I contacted IHG directly, and they confirmed this hotel went in to the system and arbitrarily changed my rate to the current rate on September 24, 2021. They probably did it to try and get more money from me since they thought I was going to be a no show and I would be responsible for the one night's rate. I sent an email to Nick Walker, the General Manager, but he never replied. This morning, I called the hotel back in an effort to speak directly to Nick Walker, and Brianne stated she would leave him a message. She further added that my husband signed the paperwork at check-in which had the higher rate on it. My husband only signed it since the night desk clerk said it would be corrected by morning. Is this how they justify a bait and switch tactic to charge guests more money? Thus, I am waiting some type of response to get refunded $51.35. Patrick at IHG has set up an investigation into this property #10496525063. I have been a Platinum IHG member for decades, and I have never dealt with such an unethical, unprofessional property.…
We reserved a room with a whirlpool tub and paid extra for the upgrade for our anniversary. After we checked in we went to our room to find a standard room. Went back to the desk and explained that it was not the right room. They said there was nothing they could do about it and sometimes the room picture and amenities are listed wrong. We left very disappointed and will now battle to get the money back. The confirmation they had sent us showed the room we reserved. SCAM!
Very clean. Staff was helpful. Had no issues with room or hotel location. Right off 36. No traffic noise and close to many options for dinner. Breakfast was grab and go. Next time need to be in the area will be staying again
I am writing this review to warn people considering staying at both Holiday Inn Express & Suites Marysville and Fairfield Inn & Suites by Marriott Columbus Marysville. They are both IHG hotels and as an IHG member, I was horrified at the lack of customer service, bigotry, racism and pure lack of professionalism by the General Manager who manages both locations (which are about 5 minutes apart). In addition, they are owned by the same owner which furthers why any issues are not remedies and he's sort of the ceiling at both locations. I will never stay at either and if IGH as a brand does not remedy and address this, I will no longer stay at any of their brand locations. On April 29th, I checked in with a fellow nurse serving the Union County Community by way of providing COVID vaccinations in the area. On arrival, the manager charged me for the room again and insisted that it was not prepaid. A day after arriving, our room was entered and all of the linens and bathroom towels/hand towels had all been removed. They insisted to my roommate that I must have taken them down, despite us both being at work together all day. After getting towels from downstairs and noticing everything was missing and the tub was not holding suction, I kindly requested a room change. The staff member covering for this location due to being short staffed advised me the manager had left the building and would be back. I returned later at the time I was advised and was told by the manager I would like to be changed rooms. He advised he would investigate who entered the room and why due to them not offering housekeeping during your staff due to COVID19. He advised it would have to be a change to a double verses a double suite due to lack of availability. I asked if I could be credited the difference but he advised this was between me and the company, as I booked with an outside company. He stated there was no housekeeping and that neither him or his front desk clerk could change the beds but I could make the beds myself. Unhappy with either option, I advised I needed to discuss the options with my roommate and placed a call to her. The manager chuckles and makes sarcastic comments to the staff about me and I immediately ask what is funny. He gets irate and tells me I am wasting his time and clearly am more concerned about the room than my money. He decided to decide for me and remove the offer of the room change and asked me to leave the hotel and called the police. He stated he has done it before and had the authority to do so. The police removed us by police escort late evening and I have never been more humiliated in my life. All the while, he is smirking and I am crying as this unfair and prosperous situation unfolds. Nick is a very unprofessional, rude, and arrogant IHG employee and I hope people do not have to experience this same treatment.…
I booked two rooms through the Booking app. Upon arrival I was charged for 3 rooms. After I got home I called the hotel multiple times, and could not get the manager: I then contacted booking so the hotel refunded me the one night, but then charged me again the same day they refunded me. So the 2 front desk people I spoke to at the hotel couldn’t help. The Booking app got me a refund that was reversed right after. This is terrible customer service, and I have been here multiple times before.
After a horrible experience with the hotel right in front of this one we was able to get a room for two nights with literary no notice we needed a room or we was going to turn back towards home which was 10 hours away the woman at the front desk was amazing she was not going to let us drive all the way home with no sleep she found us a room that was super clean and super quiet we had an amazing stay and they have an amazing staff will definitely return and recommend
Hotel is a nice clean Hotel stayed there 3 different weeks. Covid19 Limited some things but still a very nice quiet stay. Friendly staff. Will stay again when the time comes. Plenty of stores and restaurants close by.
I'm not a Holiday Inn person yet found myself very impressed. The front desk staff was incredibly friendly and helpful. My room was spotless and the bed very comfortable with a good selection of pillow types. Breakfast was much better than the usual "free breakfast" fare at most places. Miranda and Kim were great to work with. We had a large group in and they did everything they could to help us out with meeting rooms and work spaces. If I'm ever back in Marysville this is where I'll stay for sure.