Holiday Inn Express & Suites Casa Grande an IHG Hotel

The room was quite nice - their pillows are the best. There was a comfy chaise lounge in the room. They are pet friendly which is why I chose to stay, and would stay again even without a pet. Location was ideal - close to restaurants and easy access to interstate.

Dilapidated. Rundown. Smelly. Dirty. No soap in bathroom. Floors filthy. Worst HIE we have stayed in in a very long time. You should be ashamed of this place. Lock broken on door. Cleaning staff unprofessional. Dishwater coffee. Filthy Keurig in room. Absolutely not recommended.

One month before we stayed at this same hotel and we were very pleased. There was a girl behind the desk...Marie or Maria, I apologize for not remembering and she made our check in and stay fabulous so much so we decided in our monthly travel between California and Texas this was OUR go to place. This goes to show you that the person behind that desk when you check in is the face of the company. The last check in was without incident and very professional. This check in in January a week ago had me in tears. We had driven 13 hours and checked in and the girl behind the desk had long light colored hair named Kim. She sent us to room 110. We entered the room and mine and my husband smelled something horrible and it smelled like an animal had lived in the room. We go to hotels all the time as we travel a couple of weeks a month and these are all hotels that allow pets and we have never smelled anything so foul and the air conditioning didn't work and the door had to have the strength of a line backer to open and then slam shut waking the guest 2X in the room next to us. We are not picky people but we were exhausted and just wanted to go to bed. We went to the front desk and the girl, Kim, said "I guarantee" you the air conditioning works. I LIVED in that room for two months and had the AC down to 59 degrees every night. " We asked for a maintenance guy and she said again she KNOWS it works. She also said the room doesn't smell...period. The maintenance guy came and as he walked in he verified the room was stinking and the air condition didn't work. My husband asked for another room and Kim said he should wait til ten pm to see if there were cancellations. We had just driven 13 hours. She told my husband there were no other rooms available. We had gone back and forth now 4 - 5 times with her rolling her eyes and arguing with us non stop. Now I went out in my pjs and handed her my credit card and said to refund our money and that we were going to find another hotel. Magically she had a room for us. My husband said you said there were no other rooms and she said she never said that and just kept rolling her eyes and arguing. We were moved a few doors closer to the lobby to 115. The room smelled just fine and the air conditioning worked BUT the bathroom faucet was so loose it was about to fall off the sink and the security latch on the door was missing and parts of the locking mechanism was missing and it was very difficult to get the lock key card to work. When we first said something she should have just said I will get you another room instead of being so horrible to us. We are seniors. I have a heart condition and I keep myself from getting rattled but she had me so upset I was near tears when I went out and said we wanted to leave,. If you play back the security footage you can see how she treated us. The next morning as we were checking out the same girl that had made our stay so nice a month before asked me for a chance for the manager to talk to us and NOT leave a bad review. She apologized over and over for something she did not do. I was going to just not leave a review. We travel so much and we have so many usually good reviews out there in the world. I was not going to leave a bad review. BUT...the manager called, refunded the money and had to throw in if there was a smell it was from a bad air conditioner. Someone must have cleaned that room for him to not have smelled it or aired it out but he should have just left it at here is your money back instead of justifying Kim's non caring rolling of the eyes behavior. He did basically the same thing to us dismissing us. The beds are comfortable, the breakfast is very good but we will never stay there again. God forbid there is a problem in anyone's stay and you get someone behind the desk that doesn't care. Out of all the rooms in the hotel she sticks us in the room where she lived for two months which was just creepy. I would bet she had a dog or cat in the room for two months as well. Here is the review. I waited nearly a week since staying there to write this. I just want to let it go and hope no one else ever experiences what she put us thru.

Hotel rooms are much nicer than I expected. Overall clean. Our room has had construction and the dust over the outlets haven’t been wiped off but the room was clean and big. Beverly was lovely. We needed her assistance twice and she was quick to respond. Front desk clerk was not as pleasant and she seemed annoyed. Lots of homeless in the area so we made sure to park near street lights. Breakfast is included with the stay which was also nice. I would stay again.

The Mr. is currently working in the Casa Grande area, and the Holiday Inn Express is his 'home away from home'. I recently spent a couple of nights with him, and found the room and the hotel in general, to be clean and welcoming. There is an unidentified smell in the 3rd floor hallway, but once we were in the room, it wasn't noticeable. The bath products were fine and the hair dryer worked well. The bed was comfortable and the housekeeping staff work with his schedule to keep his room clean, which he greatly appreciates. I look forward to visiting him again soon.