Holiday Inn Express Atmore by IHG♡

First impressions matter, and unfortunately ours left us feeling more like an inconvenience.

2.0

Didn’t know when it was. Didn’t get to enjoy it. Liked the water pressure.

− I was really disappointed with the hospitality we received upon arrival. I had already prepaid for our stay, but when I went to check in, the front desk employee said she couldn’t find my reservation. She asked for my driver’s license and the card I used to book the room. After looking at my Visa Cash App card, she immediately said, “We don’t accept Cash App.” I explained that it was a Visa card and that it was the same card I had already used to successfully pay for the reservation. She then told me I wasn’t on the list and that I would need to contact Booking.com because it was a third-party reservation. I explained that I had received two confirmation calls that morning regarding our stay for my husband’s birthday and had even spoken with someone about requesting extra pillows. Her response was simply, “Well, I wasn’t working this morning.” As more guests lined up behind us, I asked what this meant for us and whether we even had a room. Only then did she call someone for assistance. It turned out our reservation was in the system after all—our first and last names had been entered in reverse. Once the reservation was found, she informed me there was a security deposit, but again refused to accept my Visa Cash App card. I handed her my bank-issued Mastercard instead, and she looked at it and asked, “What is this?” I replied, “A Mastercard.” After everything was finally sorted out, she had us sign the paperwork but never welcomed us, explained any hotel amenities, told us when breakfast was served, or provided any helpful information about our stay. The only thing she made a point to mention was that if we were caught smoking in the room, we’d be charged a $250 fee. We don’t smoke and never have, so it felt like a very strange and unfriendly way to welcome guests. Mistakes with reservations can happen, and I understand that. What was disappointing was the lack of professionalism, communication, and customer service throughout the entire check-in process.

Horrible

1.0

Guest review

8.0

Location, comfortable beds, clean rooms and nice location

− The front desk lady whom checked us in was not very personable or courteous. When we walked in she was at a table playing on her phone. She seemed very bothered that we were there. We had asked questions and she just seemed very angry to be at work.

Guest review

9.0

It was clean, the air was cold and the bed was cozy so snuggled in and slept well... and the pool outside was a plus.

− Breakfast was ok but I'm not a breakfast fan anyway.