Holiday Inn & Suites Waco Northwest, an IHG Hotel - Hotel in Waco - 1801 N Development Blvd, USA

They charged my account twice, admitted they attempted to process it twice, and refused to help give the money back telling me that it would take 10 to 15 business days for the money to return to my account. They also had a pending cleaning charge that finally was removed after a week from when I checked out. I won't be staying there again, just for this hassle. Also, they did not serve breakfast, the only breakfast that was available, you had to pay for.

Went to check in around 5:30p, said my room might be dirty and they had to check it first. Took 20 minutes to get checked in. They offered to comp my breakfast as apology. Gave me a key with the wrong room number. Went back down to desk. Gave me the right room number. Key didn't work for that room. Went back down again. Finally got a key that worked. Went to check out the next morning. Got charged the stay+breakfast pricing. Asked about getting the breakfast comped. Was told they would adjust the charge and email me a new receipt. Finished work later that day and still haven't gotten the charge corrected. Paid $13 for a breakfast that should have been comped. Horrible service, will not be back. Edit: just called back to ask if they're going to make this right. They said there is no manager on duty except 8a-5p and nobody there right now has the ability to reduce the charge by $13.

We got there for check in really late at night as we were checking in for our honeymoon and the wedding ended at 9pm. We got to our original room and the lock would not slide all the way over to lock the door so we called the front desk and the very nice gentleman working that evening requested we come back down to the lobby and he would be happy to switch us to a different room as maintenance is not there that late. (Wouldn’t expect them to be so was very happy with how this was handled) He made the switch and we went back up to our new room. The lock worked perfectly in the new one. Both the rooms were very clean. I’ve stayed at holiday inn hotels before and breakfast was always complimentary so that was a bit of a disappointment but I should have paid closer attention to the fact that it wasn’t listed as an amenity. I was even more disappointed with the fact that 1 of the three pancakes was just shy of burnt and another was completely black on the bottom and just slipped between the other two to try and hide it. But you could smell it as soon as the container was opened and it definitely tasted as burnt as it looked and smelled. You would think since the pancakes were $8 the quality control would be better. The service staff was great during all of our interactions with the exception of one woman who looked at us very rudely and looked irritated that we asked her to replace a room key because it wouldn’t work to open our room. The room keys not working happened twice on different occasions and one of the times was because they made a new key when one stopped working instead of making a duplicate so it made the other key stop working.

I'm a retired pilot who also earned QANTAS Lifetime Gold Frequent Flyer. I've spent my life in hotels. This is a great hotel that represents excellent value for money. It's in a great location. Within walking distance of Walmart and a few food outlets. Lots of parking available (for free) and it's only a short drive to down-town Waco. The room was wonderful and well air conditioned (on a couple of very hotel Texas summer days!). The bed was comfortable, and we slept well. The restaurant is pretty cool. They have happy hour with cheap drinks/appetizers which is great to enjoy after get back after a day or work/visiting. The lady who serves behind the bar is lovely and enjoys chatting with customers. The only negative I have to say is that the kitchen's pizza's were under cooked. Very 'doughy'. Both my daughter and I found the pizzas to be undercooked and ended up just eating the topping off the top. Likewise, the fries were under cooked when we ordered a burger. They have an indoor pool which is nice for a swim. The daughter enjoyed it. I think the pool has a hot tub, but I didn't hop in. The hotel is pretty new and well appointed. I'd stay there again. Thanks for the kind staff.

Positive: The hotel was clean. The room was nice. The pool was nice. Negative: The hot tub didn't work, room service at Kem's wouldn't answer the phone, they got our breakfast order wrong and held it as a to go instead of delivering it to the room (wife was big mad). Bad communication problems. The bed was firmer than I had hoped fo Negative: ""

I reserved a 2 queen bed room for myself, my sister and her friend. We had IHG reward points and the room was going to be covered! This hotel was a bit out of the way, but it was FREE! So I convinced them to stay here. We got to the hotel around 6ish and the place was packed. The lady at the desk was kind but a bit frazzled. She gave me the key and we went up. To our surprise we had basically the honeymoon suite. Who knew Holiday Inn had that? One king bed, a small couch and a JACUZZI TUB all in the room!! I will say our friend was quite upset and I was embarrassed! I figured it was just a mistake, but after a trip to the front desk I was informed that a rowing team was checked in and that was the only room they could give us. I guess, so much for a reservation. After explaining that we would not have chosen this hotel had we known our accomodations, she offered to refund our reward points and give us breakfast vouchers as free breakfast is not offered at this hotel. I did not ask for this and was very appreciative! We made the best of it that night and had a good breakfast in the morning. However, the reward points have never been refunded. My husband and I have called the hotel and the customer service lines for IHG multiple times always with the promise that the points will be there in a few days. The main problem I have is the lies being repeated to us by everyone we talk to. If the manager couldn't refund our points just tell us, don't give us the run around. I went from a little annoyed with the loss of a 2 queen room (I was not causing a scene or anything like that) to being super surprised by such a kind gesture to now just being extremely aggravated and just mad at the whole customer "service" of IHG. Hopefully, when you reserve a room you will actually get the room you reserve! We stayed here on 4/18/24 and still no refund even though it is continually promised.

This location always does their best to be accommodating. Misti is a joy to talk to and will go the extra mile to make sure everything is right. I have never had a problem with either the staff or the rooms here. They have always made sure that their guests are taken care of. I travel to TSTC a lot and this is a close location, and, dare I say, my home away from home.

Check in was quick and with a smile. We were directed to our room. The elevators were quick, seemed like we never had to wait for one! Our room was quiet and clean with a nice firm bed.||The pool area was nice and the hot tub felt great after spending the day walking around Waco.||We would stay here again if we find ourselves back in Waco in the future!