Holiday Inn Express & Suites Van Horn an IHG Hotel

Below average for a Holiday Inn Express. Noisy Location: Next to I-10, everything is driving distance Appearance: Sparse landscaping, cement and asphalt Lobby: Standard, small breakfast area, business center is in public area. Well appointed/furnished, clean. Staff: Efficient but not friendly Room: Clean Standard with chaise lounge instead of a chair. Dirty windows. Only 32 TV channels. No History or Discovery channels. Room was on freeway side, noisy. Fitness Center: Well equipped. 3 treadmills, two elliptical, one recumbent bike, free weights, floor pads. Breakfast; Standard fare, well stocked, well attended. Get a room off the freeway side.

This hotel is an oasis for weary travelers on I-10: friendly and efficient check in (Jimecka & Bart), immaculate rooms with a most comfortable mattress and pillows, and the shower head was the absolute best ever. Thank you Kellie for your assistance with breakfast and the veggie omelets were a treat. We appreciate housekeeping for your attention to the overall cleanliness and comfort. Kudos for all!

I can only assume I was speaking with a manager or someone with some type of authority because the girl sitting behind him kept looking at me with sympathy but older shinny white man in a suit actually made me cry because he was so incredibly insensitive & rude! We had been driving since Lake Havasu so for 2 days and 3 time zones. I didn't book thru the app because I wanted to make sure there was room for our truck & travel trailer. I had it pulled up and had the late night booking option still available however since this hotel was just over the time zone it jumped ahead an hour no longer giving me the option to book for that night thru the app. He said I would need to pay for a day & 1/2 day which somehow I was still willing to do since it was very late & we have 3 children & my sons service dog. When I asked for the room with the 2 queen beds & sofa bed he said it wasn't available... I know it was because it was on the app & I was going to book it -how else would I even know they had that type of room!?! So I'm trying to reason with him & show him the app but at this point I feel he's yelling at me. The girl sitting behind him witnessing this whole conversation but obviously unable to help since this man had some type of authority over her. I was in tears by the time I got back to the truck. Needless to say we didn't stay there. Maybe he was mad that he's a grown man working overnight at a hotel but that is no excuse to treat anyone that way.

We got up to the room and settled in and went to take a shower, and there was absolutely no water that would come out of the faucet or the showerhead. So we called downstairs to change rooms. Apparently, the person at the counter was the only person working in the entire hotel. She seemed to be doing her very best, and was quite professional in her actions, but she was obviously left alone by management to run the entire operation by herself. The room itself was not properly cleaned and the shower looked damaged by a previous customer. Whoever did the housecleaning couldn’t have washed out the tub or shower or they would’ve known that it was not functioning, since no water would come out of the faucet in the shower. In addition, when we tried to go downstairs to get service, the elevator was broken. We were told the elevator had been broken for months. People with handicaps were checking in and only had rooms available on the second or third floor, and they clearly were struggling to get up the stairs. Do yourself a favor and stay clear of the Holiday Inn Express in Van Horn Texas. The management of this hotel is utterly incompetent.

Arrived from a long, hot, 6 hour drive from San Antonio. We had reserved a king suite. Upon check -in we were told the elevator was out of order and we would have to use the stairs. There are 3 of us, one with a disability and one over 70 years old. Climbing stairs was not an option, let alone lugging all of our belongings with us. We were able to get a room on the first floor, but there are no suites on the first floor. You are unable to access the ice machine freely, and factoring in the current heat is insane. I requested a discount for the smaller room and the front desk did t k ow how to make that happen and she was unable to get ahold of anyone to authorize the discount or credit. I do have to compliment the young woman working the front desk. She was very pleasant and did her best to make things work for us. She deserves to be noticed for that, but we still would like to be compensated for the smaller room. It would be nice that when you make a reservation you are notified of the broken elevator, lack of access to the ice machine, and any other issues. I have been unable to find contact information for the GM from my quick search before we get some sleep. We would truly appreciate to be contacted and compensated. Thank uou.