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“BED BUGS!! BED BUGS!! BLOODY SHEETS & PILLOWS”

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Holiday Inn Resort Pensacola Beach
Ranked #4 of 10 Hotels in Pensacola Beach
Certificate of Excellence
Santa Rosa Beach, Florida
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 12 helpful votes
“BED BUGS!! BED BUGS!! BLOODY SHEETS & PILLOWS”
Reviewed October 19, 2012

(10/16/12) Woke up at 2:30 a.m. to bed bugs crawling all over our bed! The site of active bugs and blood on the sheet and pillow cases is disgusting! What upset us more was the poor response of the front desk. She was polite and sorry but offered little to no help in finding a place to spend the rest of the night. Apparently the Holiday Express on the beach has different owners, she called them and they quoted me a rate higher than what I was already paying for just a 4 hour stay!

I have not heard from management at the hotel, accept, when I had to call them the next morning to make sure my credit card was not charged for the room. The night clerk couldn't do it. Holiday Inn Customer service just forwards your complaint to the hotel general manager.

I am sure their response will be that they have never had this problem and that we must have brought them in with us. We never layed anything on the bed, checked in after 9 p.m. and didn't go to bed until after midnight.

Run Forrest Run from this place.

  • Stayed October 2012, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
12 Thank Tom W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
InnisfreeMedia, Guest Relations Manager at Holiday Inn Resort Pensacola Beach, responded to this review, October 20, 2012
Dear Tom W,

We at the Holiday Inn Resort are very apologetic to you and your wife. Your experience, finding bed bugs in your room, is certainly a horrible situation. A bed bug infestation is terrible! This issue has been handled in a very serious manner. The few times that it does occur in any hotel, it is revealed through regular inspection or guest incidence. Only until it is revealed can proper treatment be rendered.

The front desk clerk accomodated your wishes to check out immediately. She was able to secure a room with a nearby hotel. All room charges were reversed. A management staff member was notified as soon as she came on her shift. You phoned shortly after her arrival and confirmed the reversal of your room charges. We feel all appropriate action has been taken.

We certainly feel that this is an isolated incident and have taken all precautions necessary. We hope you give our hotel another chance. We are sure you will enjoy your stay!

For further support, please contact Charlie Allen, CHA, General Manager by phone/email...(850) 932-5331/callen@innisfree.com.

Truly sorry!

Mary Schoenhoff
Operations Manager
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1,558 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
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  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (473)
Date | Rating
  • Danish first
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English first
Columbus, Georgia
Level Contributor
15 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed October 18, 2012

It was by far the most convenient, close to the Boardwalk, right across the Observation Wheel,by the way ,you must go on this wheel specially at night ,it's beautiful. We stay in a room on the 8th floor ,and the view was unbelievable ,we could see the gulf and the bay,our room was on the corner,very clean and quiet and the staff was very friendly,we will be back

  • Stayed September 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank classie50
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
InnisfreeMedia, Guest Relations Manager at Holiday Inn Resort Pensacola Beach, responded to this review, October 20, 2012
Dear classie50,

We are glad you had a great visit to Pensacola Beach. We ARE very conveniently located to most of the attractions, restaurants and shops. The Observation Wheel, is brand new to the beach this summer. It has plenty of spacious pods, so waiting in line is never an issue.

The corner rooms on the higher floors sound-side do have the best of both worlds with a balcony view, mostly of the Santa Rosa Sound and partially of the Gulf of Mexico. They have slightly more room than standard rooms.

We will be looking forward to your return!

Mary Schoenhoff
Operations Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Shreveport, Louisiana
Level Contributor
53 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 26 helpful votes
Reviewed October 11, 2012

This was the second time my husband and I stayed at this resort and it was just as perfect as it was the first time! We had such a great experience that we requested to extend our stay an extra two nights. The front desk staff was very accommodating as was the tiki bar staff and the staff at Riptides. Our room was very clean and was freshened up daily. We staying in a gulf front room on the 9th floor with balcony views of both the gulf and the bay. The location is ideal, the Observation Wheel is directly across the street and you can easily walk to many eateries and gift shops. We just want to say thank you for running such an incredible resort and we cannot wait to return again for a third time!

  • Stayed September 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Katie O
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
InnisfreeMedia, Guest Relations Manager at Holiday Inn Resort Pensacola Beach, responded to this review, October 12, 2012
Dear Katie O,

It is GREAT that you not only came back to us as repeat guests but you stayed longer. Your loyalty and trust is very important to us. We think the world of our staff and we are glad you do too!

We agree, the hotel's location is excellent! The fall season is a wonderful time to visit...not as crowded.

We can't wait to see you again either!

Mary Schoenhoff
Operations Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Level Contributor
24 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed October 11, 2012

First thing I have to say is how impressed I am with the changes Holiday Inn is doing to all the Holiday inns around. This one specially has a certain touch of southern hospitality. The hotel is super clean, very organized and the pool is super fun for the kids. We were very happy with the "kids eat free" because we have two young kids and we normally end up over paying for the amount they really eat. The breakfast buffet was great and I separately ordered an omelette that was heavenly delicious. Overall I think a hotel can make or kill a trip, this one really made it for us.
They are also in a super prime location, the beach is fantastic and they are close to all the restaurants. I will totally recommend it!

  • Stayed October 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Flafami
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
InnisfreeMedia, Guest Relations Manager at Holiday Inn Resort Pensacola Beach, responded to this review, October 12, 2012
Dear Flafami,

We are happy to know you enjoyed the hotel and the restaurant. The Holiday Inn breakfast deal is one of the best going in the industry..."Kids eat free,12 years and under". We pride ourselves in providing clean and comfortable rooms. Of course, the Lazy River pool is one of the highlights of the trip.

Thank you for your kind words, come back and visit again!

Mary Schoenhoff
Operations Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Baton Rouge, Louisiana
Level Contributor
23 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed October 8, 2012

We have stayed here several times, excellent place. Considering it has a heated indoor pool, 2 whirlpool spas, a lazy river and excellent beach, it's also a great value for the area. The only drawback is that the outdoor pool and lazy river aren't heated so staying out of summer season can be too chilly to comfortably use. Other than that, this is our favorite place to stay in pensacola!

Room Tip: While the gulf view rooms are more $, the bay view rooms have excellent, uninterrupted views of the...
See more room tips
  • Stayed September 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Chris M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
InnisfreeMedia, Guest Relations Manager at Holiday Inn Resort Pensacola Beach, responded to this review, October 10, 2012
Dear Chris M,

Thank you for being a loyal guest and sharing your good experiences with others. What helps the rooms with the non-Gulf view is that they still have a pleasant view of water, the Santa Rosa Sound...just has a parking lot and a street between us.

Hopefully, the 2 hot tubs on either side of the Lazy River can help those who are feeling the chill in the air...go to the pool earlier in the fall when the sun is shining down on the pool.

We gladly take the honor of being your favorite place to stay!

Mary Schoenhoff
Operations Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Sheffield, United Kingdom
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed October 8, 2012

I liked this hotel so much that I changed my plans and stayed an extra day (trust me if I could've stayed longer I would).

All the staff were friendly, pleasant and polite. Happily giving directions and advice when asked. I stayed in a non Gulf facing room but had a fab view of the Observation wheel. The room was nice and airy, very clean and overall I would say possibly one of the nicer hotel rooms I've stayed in. No noise ingression from outside corridors or the road (I was 6 floors up). I used both room service and Riptides during my stay but didn't have breakfast in the hotel at all, the meals were, for me, filling tasty and enjoyable.

I'd recommend this hotel if you are a solo traveller, couple or a family group as it seems to cater for all ages. I will use this hotel again if I stay in the area.

  • Stayed September 2012, traveled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank NixxMiff
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
InnisfreeMedia, Guest Relations Manager at Holiday Inn Resort Pensacola Beach, responded to this review, October 10, 2012
Dear NixxMiff,

It is refreshing to hear comments from a guest that has stayed in a non-Gulf view room...we like to think that the room without a view of the Gulf of Mexico is still as comfortable and clean as the room with a view. The only difference is the gulf view has a balcony and is higher priced.

We're glad you enjoyed the restaurant and room service experience at Riptides.

Repeat guests are always a good thing...see you soon!

Mary Schoenhoff
Operations Manager
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Albany, New York
Level Contributor
28 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
Reviewed October 8, 2012

My husband and I stayed two nights while in town for a friend's wedding. We booked through Hotwire and arrived very late in the evening. We were greeted warmly and given a wonderful gulf view room. The room and bathroom were clean and comfortable. The pool area was fun, even for this childfree couple. Location on the beach was really fantastic - very nice for long walks. Had drinks and appetizers at the hotel restaurant Riptides. Food was just okay, but the service was attentive and met our requests quickly and efficiently.
The hotel is one of the smaller resorts on this strip and I think that helps ensure a good experience. In room AC unit was a bit loud.

Room Tip: Get a gulf facing room with a balcony. The view is terrific.
See more room tips
  • Stayed October 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Mrs B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
InnisfreeMedia, Guest Relations Manager at Holiday Inn Resort Pensacola Beach, responded to this review, October 9, 2012
Dear MrsB742,

Thank you for your kind words about our hotel, Holiday Inn Resort-Pensacola Beach. You are right about the great views of the Gulf of Mexico and beach when you are on the balcony. The Lazy River is a good place to float around and relax for every age.

Glad you were able to enjoy your Florida experience before braving the cold winter of New York...you know where to go if the need ever rises!

Appreciate your business!

Mary Schoenhoff
Operations Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Holiday Inn Resort Pensacola Beach

Property: Holiday Inn Resort Pensacola Beach
Address: 14 Via De Luna Drive, Pensacola Beach, FL 32561-2004
Phone Number:
Location: United States > Florida > Florida Panhandle > Pensacola Beach
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Kitchenette Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Business Hotel in Pensacola Beach
#2 Romantic Hotel in Pensacola Beach
#3 Family Hotel in Pensacola Beach
#4 On the Beach Hotel in Pensacola Beach
Price Range (Based on Average Rates): $$
Hotel Class:3 star — Holiday Inn Resort Pensacola Beach 3*
Number of rooms: 206
Official Description (provided by the hotel):
The Holiday Inn Resort on Pensacola Beach, Florida, will make you feel happy from the moment you set your flip-flopped foot inside our door. We’re here for you, offering the amenities you need to plan the perfect vacation – or host the best business meeting. From your private balcony or the terrace of our ample 10,000 square foot event space, take in dazzling views of the sparkling waters and shimmering sands of Pensacola Beach – recently named No. 5 of all U.S. beaches by TripAdvisor. Its natural beauty is offset by our bright, modern lobby and stylish, comfortable guest rooms – including colorful Kids’ Suites designed with your family in mind. We’re all about fun here at the Holiday Inn Resort Pensacola Beach hotel, and you’ll feel it from the front desk to the pool deck. Our pool is the best on the beach, with cascading waterfalls and a 250-foot seasonally heated Lazy River. There’s no reason to leave the resort, with Riptides Sports Grill and Beachfront Tiki Bar serving up delicious dining and crafty cocktails seven days a week. If you do decide to get out, we’re within walking distance of the beach’s best restaurants, nightlife and activities including charter fishing, paddle boarding, sailing, kayaking and biking. We’re also a quick drive to regional attractions such as the National Naval Aviation Museum, Fort Pickens, Gulf Islands National Seashore, Historic Downtown Pensacola, Pensacola Lighthouse, Blue Wahoos Baseball Stadium, Veterans Memorial Park and the Saenger Theatre. No matter what you like to do, we can point you in the right direction. When you start your day with a smile on your face, there’s no telling where it might take you. ... more   less 
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Also Known As:
Holiday Inn Resort Pensacola Beach Gulf Front Hotel Pensacola Beach
Beachside Resort Pensacola
Beachside Hotel Pensacola

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