Holiday Inn Express & Suites Braselton West, an IHG Hotel - Hotel in Braselton - 2958 Braselton Crossing Ln, USA

I check into my room late while driving from FL to NJ. The room smelled so bad but I didn’t think much of it because of how tired I was. When I woke up the next morning, we noticed a piece of POOP stuck to the vanity in the bathroom. We immediately checked out of the room and left. I talked to the front desk manager, Rick, who was very apologetic and helpful. He mentioned that the general manager, Chawanda Brown, was going to give me a call the next day about my refund request because why should I have to pay to stay in a room that wasn’t fully cleaned and had poop in the counter. I also sent her an email and left a voicemail and have yet to hear back. It has now been over a week and no response. I would be embarrassed if this happened as a manager and would be so apologetic to the guest as one of us could’ve gotten really sick from this unsanitary incident. I called corporate and the woman was very helpful. Four days later I called corporate for a follow up of the case and they said that it was sent up to the hotel, also with no response. It seems like the hotel manager is not taking this seriously at all and I am so disappointed in them. Definitely do not recommend this hotel.

Stayed here the other night with my dog. Nothing indicated "no pets allowed", according to Google, it is pet friendly. Come to find out a couple days later a $250 fee was added to my room for having a pet. I can promise you that there was less mess from her than most children would make. They claimed there was something I had signed that indicated they're was a pet fee but I had looked it over before signing and saw nothing about that.

The hotel is modern and clean. We stayed on the side that is close to i85 and you can hear the highway constantly. Also, they must have not built with the same solid materials as other hotels. Can hear people walking above you very easily, and even feel it in the floor when you walk around. Just what happens these days I guess with quick builds. Pool was nice, maybe update to get some patio umbrellas. Staff very friendly.

My family and I booked this hotel late at night while making an east coast move. We double checked that this hotel was “pet friendly.” We booked it and arrive at check-in only to be told it’s service and support pet friendly. It would be a “fine” of $250 and possible inability to stay at another IHG hotel in the future. We have a 10 lb Yorkie. There were no signs or indications when booking online or anything inside at the check in desk. We were turned away at 11:30pm also with no help of finding another place. The gentleman at the front desk wasn’t rude, just unhelpful. We never would have booked this hotel if we’d had a way of knowing ahead of time. We cancelled and just sat in the lobby until 11:45pm, with our child and small dog, while we frantically searched for somewhere else. We’ve stayed at a TON of IHG Holiday Inn’s all over with our Yorkie and have never been told this. Never had a problem. This was so confusing.

We were on vacation with 4 kids and my husband. We were supposed to have 3 king beds n a sofa, instead it was only 2 beds. 1st night the shower door almost fell on my daughter, they had to switched us in a different room. They don’t make the beds every day and they use the same sheets, we had to ask them to change them. There were roaches in the room, dead roaches by the stairway they never clean them. Their WiFi is unsecured. The breakfast was alright depends on what you like. That was our first time staying at a hotel that We could hear people’s feet walking on top of us. We got this hotel because that was the only one available I guess there was a reason for that. Never staying at Holiday Inn anymore.

Location is strange. Right next to a cemetery. Just in an odd place. Met family there. Kids were thrilled with pool. We had to ourselves whenever we wanted to swim. Played board games in lobby. Bring your own games.

I am writing to express my dissatisfaction and disappointment with my recent stay at this hotel and the subsequent handling of a billing issue. During my stay, I encountered a problem with my bill that requires immediate attention. I was charged $250 for my service animal, a charge that directly violates the Americans with Disabilities Act (ADA) and other applicable laws protecting the rights of individuals with disabilities. This charge was in addition to the standard room fee. I am aware of the legal requirements in place to protect individuals with disabilities, and it is disheartening to experience a violation of such important laws during my stay at your establishment. I kindly requested a full refund of this erroneous charge and expected prompt communication from the hotel management to discuss this matter further as informed by 3 different people including a guest relations rep. Furthermore, I am disappointed by the manner in which this issue has been handled by your specific hotel management team, particularly the manager Chawanda with whom I interacted. I legally do not have to disclose any diagnosis and by disclosing the specific tasks of my service animal then you would in essence receive detailed information regarding my health. The customer service provided was not only unhelpful by her; she also demonstrated a lack of understanding and sensitivity towards the rights and needs of individuals with disabilities. Such an experience is not reflective of the positive and welcoming atmosphere of IHG hotels that I've frequented in the past; most strive to maintain a certain level of quality in all areas. The actual room, breakfast, proximity, and staff were amazing! I believe it is essential for your establishment to address and rectify this issue promptly, both in terms of the billing error and the customer service provided. Your attention to this matter is crucial not only for the resolution of my specific concern but also to uphold the reputation of IHG hotels as a place that respects and values all guests.

The Holiday Inn Express Braselton West, GA was a wonderful experience all around. We were greeted by Sky who was so nice, professional, well spoken, recognized and thanked me for by status and quickly got us in the room. The room was very nice, spacious, clean and just pleasant all around. The bathroom was a great size and clean. Our stay only got better once we had breakfast the next morning. There was a very pleasant man who was extremely attentive to the cleanliness of the dining area and the food service area. The food was very good and the coffee as well. I like to have a cup of coffee at the end of the day and was pleasantly surprised to find the coffee was fresh and hot at 7pm. Our last night, we decided to get take-out for dinner and eat outside. The outside dining area was also very clean and pleasant. Great hotel with an even better staff.