Holiday Inn Express & Suites West Ocean City, an IHG Hotel

I was prepared to write a glowing review of this hotel. But I was totally blindsided tonight. Guess Extended Stay in West Melbourne, Florida, spoiled me. They accommodated my son and I at every turn. Not Holiday Inn Express. The guy at the desk essentially said that we are being kicked out tomorrow for - I guess - better customers. We have been here a few days, traveling a long distance from Florida, waiting for our Winter rental in Ocean City. I have been reserving one night at a time because the timing of our new home has been up in the air. You would THINK that great Customer Service would tell you ahead of time that it's a good idea to reserve in advance because of Sunfest. Nope. All I got was a cold response to my request to stay another day. I'm taking back membership and never staying at another Holiday Inn again. If you treat your new members this way, without a second thought, I am not interested in supporting you. I have a feeling that my 30,000+ followers on social media sites will listen. I am about to tell many of them on Facebook. My highly sensitive autistic son and me - a senior - are greatly inconvenienced by this greedy decision. We won't be back.

Made a choice to stay here based on the Google reviews. Unfortunately it was a big disappointment. We got into our room, which seemed fine, but after about 20-30 minutes the AC came on and was abnormally loud and high pitch which would have made it impossible to sleep next to.

We asked for a room change, which was given, but the second room had its own host of problems: the bathroom smelled strongly of insecticide and was dirty in the corners; the sheets were still slightly damp; the refrigerator was broken and the ice box leaked into the carpet making the whole room feel damp; the rolling chair and soap dispenser were also broken. We were exhausted and traveling with an infant so decided to stay in the room. Since the fridge was broken, we brought up the cooler to the room, but lo and behold the only ice-maker that was publicly available was also broken. Front desk retrieved a bucket of ice from the pantry.

Side note: there was another AC unit in the hall that had the same loud noise as the AC unit in the first room. This had no effect on us, but this made for at least 5 broken machines/furniture that we encountered.

Adding to this with the lackluster breakfast, we really felt that the price we paid was not returned to us in value for our stay.

I will note that the staff was very friendly and accommodating, but the neglected facilities really let us down.

DO NOT BOOK HERE!! We stayed two nights with six guests in a room with two queens and a pull-out couch. Upon arrival, one of us noticed a foul urine smell that others initially missed. The room also lacked a shower curtain and extra sheets for the couch, though the front desk provided these quickly. The next morning, we discovered the smell was coming from the couch. Housekeeping sprayed perfume but only masked the odor. When we returned that evening, the smell was still strong, but the front desk couldn't offer a room change due to full occupancy. We had to make do with the couch and an air mattress we brought, leaving one person on the floor. For the price, the hotel was subpar and unpleasant. We won't be returning!