Holiday Inn Express & Suites Wilson-Downtown, an IHG Hotel - Hotel in Wilson - 2308 Montgomery Dr SW, USA

The hotel staff is what makes this facility a great stay. My visit started off with a great welcome by the front of house during check in, after visiting the pool I met the housekeeping staff while they were working the same floor I was staying on - it wasn't that awkward hello in the hallway but instead a "is everything in your room acceptable for you, do you have everything you need?" A group of professionals really taking that extra step to make sure the experience was a great one. This was complemented at morning breakfast again when I was surprised with a "I have a hot tray of bacon that will be ready in about two minutes sir..." Overall you could tell this group was really trying to make sure I felt like an appreciated guest.

We decided to stay here last minute while on the road. We just stayed at a Holiday Inn Express in Georgia 2 weeks ago and had a great experience. This was very different. First off the carpet on the 5th floor hallway was dirty as was the floor when we entered our room. The rest of the room seemed clean so we didn't complain. We only had one regular coffee pod in the room and twice when we went to get more there was no one at the front desk. We figured we'd try again later and we were able to get someone. The real problem was sleeping at night. From 2 am to 330 am there were doors opening and closing and people talking in the hallway. When I tried to call the front desk to complain nobody answered and we had bad luck trying to get someone from the front desk in person. My husband had to eventually get dressed and go out in the hallway and yell out for people to quiet down since we had sleeping kids that were waking up. I know a hotel can't control other people but we couldn't get any help. They were also out of breakfast items when my kids went down to eat since they must not re-stock anything that runs out.

Check in is at 3pm. We arrived at 9pm and our room wasn't ready. We were given the keys to a room that hadn't been fully cleaned and had dead cockroaches in the corner. We were told that we would get a different room but none were clean and we'd have to wait. There were four other families in the same situation so I told the regional manager that I would be requesting a refund and she agreed I deserved one. No big deal, we booked a different hotel. I just figured I would never go there again and wouldn't have written this review had it not been for the runaround I had in trying to get the refund. I went through Priceline in booking. They called Holiday Inn and whatever manager was on at 2:30 on 8/24 told them that I had been offered a different room, refused it and the refund wouldn't be given. Seriously? There weren't any rooms to offer since none of them were cleaned or ready. I called the hotel 3 times and was told I'd get a call back. Nobody ever called me. Second call to priceline and another call to the hotel from them finally got me the refund. This is a poorly run, trashy hotel. I would never recommend it to anyone. I understand that things happen, people call in and you can be short staffed, but to dodge taking responsibility and try to avoid giving me my money back is ridiculous. Stay away from this place. It is a disgrace to the Holiday Inn chain.

This is the worst hotel experience I have ever had. The staff was nice enough with the exception of the GM. The elevator broke less than 24 hours after our stay, causing us to have to transport our belongings (children included) up 10 flights of stairs. The lobby did not have working air conditioning, the pool was not cleaned, the housekeep who cleaned our floor left a large bag of linens near the elevator for everyone to pick through. A member of the staff let my brother in my room without my permission, and he was NOT staying in my room. A member of the housekeeping staff also walked in on me while I was in my room after knocking 1 BRIEF time. There was no waiting period for me to open the door or even acknowledge the knock. The worst part is the GM, Tiffany, has been lying to the corporate office saying she's tried to contact me to resolve the issues, when she has in fact been dodging my phone calls. She tells staff to say she isn't there and refused to call back. I've called the property over 50 times this week alone, and no one is offering a resolution. Tiffany should be fired from her job immediately because she is running this property into the ground by providing horrible customer service and lying on customers. Hilton would NEVER!

Enjoyed my stay in this property. Ambiance is good. This resort is surrounded by trees & the sea view is breathtaking. The room was clean & cozy. The food was excellent and the spread was good. The service was topclass. Each & every staff was full of warmth, care and was always ready to serve. Would like to point out especially the service provided by Manju. She was always there to help.

Check in is at 3 pm. We arrived at 9 pm. We were given the room, got in and it wasn't cleaned yet and had dead roaches on the floor. There were three other people complaining of the same problem with their rooms not being cleaned yet. One of the managers was swearing at her staff. Thumbs down on this one. We left and got a much cleaner room elsewhere.

This hotel is one designed for travelers! There is more than ample luggage space, the room is spacious and comfy, and the cinnamon buns are AWESOME! All the staff was very friendly. I did wish that the water pressure in the shower was stronger, but that's a minor point. When you come here, be sure to have diner at Daniel's Casual Fine Dining restaurant. We go there every time and the food is awesome.

We stayed in a king size bed suite at this property for one night and had a good experience. The room was clean, the sheets were fresh, comfortable bed and very good pillows. Half of the furniture looked new, everything worked, would definitely recommend for short stays.