Holiday Inn Express & Suites Braselton West

The lack of respect and willingness to help from the front desk receptionist was astounding. My friends and I arrived on July 11, 2025 at 4:15. We were in a hurry because we had a dining reservation at 4:30. My friend booked the room and used her husband's points like she always done before. This receptionist that was working at the time listed above advised us that it was the hotels policy to not allow anyone to use points unless it is actually that physical person there. She indicated to the receptionist that it was husband and she's done this numerous times and never had a problem. She offered for her to call and to facetime, but the receptionist refused to even listen to her or be open to speaking with her husband. She just kept saying it was their policy. We asked if she could call her manager to try to help us. She never would call the manager; she just told us it was policy. I told her to please help us and pick up the phone to call the manager. She stomped in the back and allegedly called her manager (funny she didn't do it where we could hear her or speak to the manager directly). She never once offered to help us or accommodate us. Her lack of any kind of willingness to help was absolutely nonexistent. She could not answer any of our questions as to show us where this policy was stated because upon booking the room, nothing was ever communicated to my friend, nor was she made aware that this was a policy. We will NEVER stay and Holiday Inn solely because of this.

Very good stuff and clean hotel but ac wasn’t working properly so the room was humid a little bit

Overall I give the experience there an 8 out of 10