Holiday Inn Express & Suites Waco South, an IHG Hotel - Hotel in Waco - 5701 Legend Lake Pkwy, USA

This has been my go to hotel for the last few years in Waco when it comes to work. The rooms are very well maintained and I have yet stay in a room that I haven’t felt comfortable in. Their service is fantastic! Their current team is full of professional employees who are kind and do everything in their abilities to make things easy. The location has a couple nice dining options that are within walking distance, as well driving locations less then ten minutes away. In addition they are very close to a hospital making it optimal for anyone who wants to plain for emergencies. I have to say this is an all around great place for individuals traveling for business or people traveling through Waco Texas.

I hate leaving bad reviews..... but because I so wronged this situation, I have to leave one. This was without a doubt the worst experience I ever had with a hotel. And I didn't even stay there! In short, they would not honor a confirmed cancellation of reservation (see photo below of the confirmed cancellation with confirmation number). I had a reservation, but my plans changed and decided to cancel it using their online reservation system. I cancelled the reservation, got the confirmation of the cancellation notice in my inbox (it even had a confirmation number on it), and went about my business. Surprise surprise, when my credit card bill came due a few weeks later, I noticed they still charged me. I thought, this must be a mistake, let me call them and they will surely correct this. Armed with the cancellation notice (and confirmation number), the phone call went from poor to downright hostile. The representative on the other end tried to claim it was a special weekend, and thus I was not eligible for a refund. I then tried to bring up that I had a confirmed cancellation notice with a confirmation number, and that I'd have to involve my credit card company if they didn't refund me. At this point, she hung up on me. I calmly called back, same person answered, and I mentioned that I was hung up on, and that I'd like a refund. She got really upset with me, claiming I was disrespecting her (????). Excuse me, I do believe I'm the one being disrespected here?, seeing that you are the one stealing my money! What an absolutely horrible way to treat somebody. There was nothing else I could do. I hit a brick wall here. It took a few months of waiting, but thankfully my credit card company sided with me (as expected). In summary, I got a confirmed reservation cancellation, with a confirmation number. Presenting that bit of info to them should have been the end of it, and they should have just refunded me at that point, no questions asked. But instead, they decided to take things in the exact opposite direction and battle me. As far as I'm concerned, I consider the owners of this company literal thieves, and there is simply no excuse for this behavior.

First of all I stay at a lot of Holiday Inn Express & Suites. This one had the best housekeeping service by far. Everything was very well cleaned, no stains anywhere, bathroom clean and front desk was very very nice. We came in after the George Strait concert in College Station so it was very late. The desk clerk was very happy to see us and very personable. We will definitely be staying here again.

Easy location for where I was traveling. Service was kind, professional, and efficient. The rooms were very spacious and clean with all the amenities one needs. The gap under the door and the paper thin walls did not make for a very restful sleep:(

Holiday Inn Express & Suites Waco South is HORRIBLE!!! The location is okay. We are IHG diamond members, we reserved our room online (our typical way). When we arrived (late evening) we noticed they were busy, which is a good sign. Upon entering we were greeted and welcomed. We noticed how dirty everything was, we also noticed that one elevator was out of order. When we finally got off of the elevator the filth continued. Our room was DIRTY. Our room still had trash in it. We were so tired that we decided not to even deal with it at that time. When we went downstairs to eat we found that most of the tables were dirty and that the staff weren’t doing anything about it. When we checked out we were NOT asked about how our stay was but we told them anyways. And they really didn’t care. They didn’t apologize, they didn’t offer any points - nothing. This again tells the customer (us) they know it’s DIRTY and they just don’t care. This is NOT an isolated incident at this location. We have stayed at plenty of hotels and we have found when the upper management (typically the GM) doesn’t care about attention to the details then you have issues in your hotel. With this experience at this particular location - we do NOT recommend this location. And we will NOT stay here again. We also smelled cigarette smoke on our floor even though this property is advertised as 100% smoke free.

We stayed for a baseball weekend. Clean rooms but 3rd floor was HOT!! It felt very damp in the room all night even with ac set at lowest setting. One elevator was out of service. Breakfast was decent. Good coffee! Pool is indoors.... |Super great location though! Close to lots of restaurants.

Positive: The room we had was very nice and spacious! Also, the breakfast had a great selection. Negative: Unfortunately, the elevator was out of order. We understand these types of things happen, but walking up three flights of stairs with luggage was not fun.

We stayed here recently for a local graduation ceremony. The room had a horrible musty smell and mold was visible. The bathroom/shower had no ventilation. This is an old facility that needs an update. They couldn’t offer us a different room due to being sold out. All the local hotels were sold out or we would have changed locations. The front desk staff was rude when I asked for a different room. There are lots of much better hotels in the area. Do yourself a favor and don’t stay here.