Holiday Inn Express & Suites Richmond North Ashland

My girlfriend and I recently stayed at this hotel and it was atrocious. If we wanted to stay in a seedy hotel we could have paid a lot less somewhere else. The elevator feels like a death trap, and the hot tub looks like it’s growing algae. The curtains in the room were ripped and covered with a mysterious brown substance (hopefully not feces but unclear what it was). And the whole sill was cracked badly. The hand soap was there but hidden in the shower where conditioner should have been. The hand soap dispenser over the sink was instead replaced with body wash. This hand soap dispenser was locked up and was this bulky metal thing seemed to be hot glued to the wall. We never touched it since the hand soap was in the shower but still it came crashing down into the sink at 3AM revealing all the glue and waking us both up so we couldn’t sleep again before the wedding we were attending that next day. The continental breakfast appeared to be food and I have no complaints there. But after my girlfriend went to get makeup done with the bride I informed the front desk that their piece of garbage came unglued from the wall and she elected to have maintenance come glue this piece of garbage back on the wall for us (which neither of us cared about) the maintenance guy was great though he actually fixed it so there was hand soap where hand soap belongs and even got us conditioner! Then the front desk lady informed me that they fixed the thing I watched him fix and never asked her to fix and I was pleasant to her and didn’t complain more which apparently she took as license to be rude to my girlfriend (who was the one paying through the nose for our stay in this garbage pale) when she called later to complain independently. First she hung up on her and then when we called back and pretended she hadn’t she just kept repeating that she “fixed” the problem (which she hadn’t) and that I was “perfectly happy” which was never the case. Then when she tried calling customer service they pretended to transfer her and hung up and then when we called back again they pretended to have bad reception and take her number to call us back. Still waiting for that call back hours later… never mind that the power went out on night two and we had to evacuate in the dark without any communication from the front desk and there was no breakfast offered as we expected. Worst hotel stay of my life. Even worse customer service. My girlfriend tried to call IHG about the terrible experience again just now to give them a second chance and they reliably just hang up, pretty to be disconnected or pretend to transfer you to someone else… seems like thats the M.O. over there.

The property was average, the bed was great. Food not that good. Staff at checkout not friendly.

Overall bathroom was not very clean & room was 80% clean

The keys don't work in the doors. It is an aggravation.

The room has had some maintenance done on it. Room was clean. Had to jiggle the wires on the back of the TV to make it work. No paper channels guide. Shower curtain too narrow which then let water out on the rug. Stayed 5 nites, only got maid service one day. Had to go to the front desk and get more toilet paper. Reserved a room with king bed and walk-in shower. No walk-in shower.

I made my reservation using the IHG app. Upon arrival I was immediately greeted and recognized as a rewards member. The check-in process was quick and efficient. I found that my room was clean and well attended. It was very large and spacious with a very comfortable king bed. There were a couple of drawbacks. One was the room did not have any USB ports, so be sure to bring electric charging blocks if you want to charge cameras, phones and other electronics. The second was the door did not shut securely without some extra effort. The Wi-Fi was strong, dependable and worked well throughout my stay. The breakfast area was large can accommodate guests without being crowded. Breakfast featured the usual eggs, meat, gravy, biscuits along with oatmeal and cereals. Yes, the popular Pancake Roller was working, and they also feature the hot cinnamon rolls. There is a Cracker Barrel within walking distance adjacent to this Hotel. Overall, this Holiday Inn Met my needs, it was clean, the bed comfortable, and the employees polite and professional. I will stay here again when I am in the Ashland Area.