Holiday Inn & Suites Phoenix Airport North by IHG

Location is cool. Our family has been going to this hotel for 3 years. Location is good. But this trip was different. We asked for a late check out and Sergio wouldn’t let us and it was only for an hour after check out time. Now you have to pay for parking it is 12$ a night. We always get the pull out sofa and housekeeping always never leaves sheets and blanket. So if you need to use the sofa bed please request they leave sheets and blankets for it.

Roach infested Woke up at 12am and the room was full of roaches. Went to the front desk to complain but they were no help. Had to leave with my 2 month old baby and 2 kids at 1 am. Management did nothing about it when I called back that afternoon. I would not recommend. It’s outdated, dirty, and lacking management.

Quiet courtyard. All rooms are 2 room suites. Rooms are large and the courtyard is peaceful. Great burgers at Burger Theory. Pool is large and gazebo is calming. Especially in the rain.

Disappointing Stay – Not as Advertised This hotel was a major letdown. The photos online are extremely misleading the property looks nothing like what’s shown. The rooms were dark, gloomy, and had a strong, unpleasant musky odor. The mini fridge barely worked, and the shower water never got hot, only lukewarm. The area surrounding the hotel felt unsafe and rundown. It was hard to sleep at night due to constant street noise, including cars loudly speeding by. On top of that, there’s no free breakfast, despite what some listings may suggest. During our stay, landscapers were working and made no effort to pause or lower the noise when guests walked by the leaf blowers were extremely loud. Customer service was just as bad. The front desk staff didn’t greet us or offer any assistance. There were also no luggage carts available, which made unloading a hassle. Overall, this was one of the worst hotel experiences we’ve had. Save yourself the frustration and look elsewhere we definitely won’t be returning.

STAY AWAY FAULTY SMOKE REPORTS STAY AWAY - The hotel basically perpetrates robbery and provides no hospitality or customer care. We gave our credit card in good faith, and they took full advantage of our card—an additional $561.35 charge three days after we checked out, and without any notification to us. My husband and I stayed one night in November after late flight from Florida. Days after our check out, they charged our credit card an additional 561.35, claiming that smoke was detected by sensor in our room. We are lifelong NONSMOKERS. We do NOT smoke, and we did NOT smoke in the hotel. In fact, we were actually HAVING BREAKFAST IN THEIR RESTAURANT at the time the smoke was supposedly detected. I tried to speak with the General Manager, Robert Kincaid, for 2 days. I called IHG Corporate and the only item they were interested in was the Smoke Report. We followed up with emails, but Mr. Kincaid, who was the only one authorized to void the charge refused to even speak with me. We asked them to check the security footage to prove we were not in the room. They refused. We offered to take blood and/or fingernail tests. We provided letters from our 2 physicians and our dentist testifying to the fact that we are nonsmokers. The owners of the Lodge where we stayed for 3 nights after Holiday Inn also provided testimony that we did not smoke on their property. We also offered to provide statements from friends and professional colleagues who have known us over 30 years testifying to the fact that we have never smoked cigarettes, marijuana or vaping. The manager also lied to our credit card company stating that the card member was fully aware of the transaction. That is TOTAL B.S. I was not aware of anything till I saw the charge on my card. Then I had to call the hotel to find out what it was. Sad to say, we are still fighting this battle. NOBODY cares. And now Robert Kincaid is no longer the general manager. We have been trying to resolve this for over 3 months. I will NEVER stay at another IHG property. Lesson Learned— You might want to do your check outs in person and have management on duty write on your receipt that you have paid in full and that there are no other charges pending. I can’t believe these people are in the hospitality business!