Holiday Inn Express & Suites Marana, an IHG Hotel

(DO NOT STAY HERE)Discrimination non compliant with ADA Horrible place to stay, hotel staff may discriminate against those who have invisible disabilities and service animals. I was repeatedly told I had a pet and not a service animal. Staff charged me over $500 in extra cleaning fees an entire Day after checkout. They claimed that my well trained and behaved service animal has caused damage due to an out of usual potty accident. To which I purchased pet cleaning supplies and made certain the accident spot was cleaned extensively and without stain or odor. Regardless of how they charged my account and against ada laws and regulations, I called 3 days in a row in the morning,lunch, 2p and 4p to get connected with a manager. Not one time was I connected for an explanation and received absolutely no response to my requests for proof and evidence. Unfortunately and without warning or explanation they took the only money I had left to pay for my work travels and food for myself and my assistive hearing dog to eat for the week. It's not legal what this location is doing and I would not be surprised to hear about others having similar accounts. I have filed a complaint with US Justice and civil rights. Grateful to have gotten their attention.

Dirty This was one if the dirtiest rooms I’ve ever stayed in. Bathroom smelled like sewer and the sink was clogged. It was late so my husband worked on it himself never to fix it only useable. The room itself was loaded with dust like it had not been cleaned in months. The clock was filthy, top of microwave too. We had already unpacked our luggage so we stayed our 2 nights Couldn’t wait to leave.

Ridiculous Our whole family booked rooms at the Tucson- Marana location. Everyone checked in, including my daughters who checked in on my prepaid 2 room reservation. My daughter notified them that our flight was delayed, but we would definitely be there, and they were told that wouldn’t be a problem. We arrived about midnight, and were told that there were no rooms for us. WHAT?? My daughter already checked in on our prepaid reservation, plus they verified we would be there!! They told me they had tried to call us while knowing we were on our delayed flight, and since we didn’t answer, they gave our room to someone else. We were also told that they way overbooked. And there were several other people they had placed or tried to place that night, but all rooms at all other hotels in the area were booked, and she had sent the last people to Phoenix, an hour and a half away!!! She told us that if we could find a room, they would pay for it. We found a room in Green Valley, only 40 minutes away, she told us that we would have to provide a credit card for the room, but they would direct bill it the next day. As I am writing this a week later, that has not happened yet. I made multiple requests while I was there to speak to the manager Rosa, but she was conveniently unavailable all day Saturday and again on Sunday. We did get the room we had already paid for on Saturday afternoon so we could get ready for the wedding we were in town for. As we checked out, we again requested a call from the manager, which never happened. This overbooking problem seems to be standard procedure for this location according to the reviews I am reading. The manager needs to be replaced, as she is mismanaging the hotel, and avoids confronting Customer Service problems. I am also still trying to locate a direct phone number to the hotel so I can inquire about them paying for my room in Green Valley, the one in this website goes to a security company, and the IHG booking number has hung up in me twice. If anyone has that, I would appreciate you passing it on.

A disaster! To be clear about it, we checked in but could not STAY here, for reasons I'll explain below. It's probably unlikely that the same circumstances will await you, but to be sure, don't load your stuff onto a cart until you're sure the room is accessible and OK. Here's what happened to us: We checked in as usual in the early evening with a desk clerk who was two weeks into her job. We made the mistake (in hindsight) of loading the one available luggage cart to the rafters (we use bird-feeder hooks to hang extra bags above the luggage, backpacks, pillows etc. on the floor of the cart). Thankfully (you'll see why) we were meeting friends in the lobby, so while I lugged the cart to our floor, my wife and they conversed. Note — this was a busy, busy time in the small town above Phoenix; there was a giant gem and mineral convention in town, and our hotel was sold out. At our room, I applied my electronic key as usual, and nothing happened. Two trips down to the lobby, and three tries (by my friend and me) with remastered keys had no effect, and the clerk had no clue how to get us entry. With no other room available, we had to repack the car and go — not elsewhere because of the convention — but to our friends' — where they kindly took us in.

prepaid reservation not honored Had reservations, prepaid, for 4 days Jan 29th to Feb 02, 2022, reservations made in December 2021, Had contacted hotel in advance to advise it would be a late arrival. On Jan 29, 2022, approx 1100pm, had confirmation etc.. Woman on duty, advises aware of reservation, but had no rooms available, handed me a piece of paper with some a couple of hotel numbers on it and was told we would have to find different accomindations, even t hough we had already paid for the room,,she gave an excuse that someone allowed people to stay over, so overbooked, asked what rooms would be available next day, was told 14 rooms, but we could not have any of them, people may want to stay again, unbelievable,. Stopped by next day gave woman on duty name and number requested call from manager, never recieved one, in meantime we were left to find accomindations for 4 days on our own. Very disrespectful, of no assistence, they had our contact info with reservation but never called us to let us know of situation, needless to say bad start to vacation. Was advised by another hotel that Holiday Inn has done this quite frequently. Filed complaint with corporation, have yet to here back from them. Have been member of IHG for 30 yrs,, have found the have very consideration for their customers, will no longer be using Holiday Inn in future, my advice with experience avoid them.