Holiday Inn Express & Suites Roswell, an IHG Hotel

We had a good experience with our stay here. We booked online same day, checkin was way, our room was clean & comfortable, and best of all they’re pet friendly. The location is pretty good, walkable to a few restaurants, and there are sideways and grassy areas to walk dogs. We were on our way out at breakfast, but it looked good & we were able to grab a few things for the road. We would stay here again if we’re passing through.

Clean, modern, and affordable. We arrived tired from a long drive and the front desk staff had our room ready. Check in took all of about 15 seconds. The room was spacious and clean with a generous sitting area. The view was nothing to speak of but, hey, this is a commuter hotel. I didn't look at the swimming pool or gym since this is just a stop over for us. The location of the hotel appears to be very close to the downtown area where all of the alien-inspired attractions are.

This stay turned into a nightmare. We weren’t planning on staying in this town, but I got very ill on a road trip with my family and decided not to press on. We finally got in and checked in, letting the front desk know we didn’t have a reservation and needed a room with a double bed. The gal who checked us in was nice enough, but quickly sent us to a single bed room on the fourth floor. After bringing our luggage up 4 flights of stairs due to the inoperable elevator, we realized that the room didn’t have the number of beds we needed. I was too tired and sick to argue. We simply hoofed it back down to the front desk, reiterated we NEEDED a double bed and had our room switched. We quickly rinsed off from the road and settled in for a nap, desperately in need of sleep. Well after an hour, and an apparent front desk shift change, I am startled awake by the front desk calling my room and asking for my information, name, reservation number, etc. I groggily ask why they would be asking for that considering they have everything on file including a form of payment or I wouldn’t have been able to get a room. Ana informs me that I need to give her this information or she is going to make a key for the man in front of her who has a reservation for the room I’m in right then, forcing me to move myself and my now sleeping toddler. Well since sleep is now a mere fantasy, I inform her that her inability to keep reservations straight isn’t my problem and under no circumstances will I be moving rooms. She quickly apologizes and says that isn’t what she meant and starts backpedaling. I hung up and unplugged my room phone and luckily my son didn’t wake up from the hubbub. Having people like her on staff is a liability for this company and she needs retraining immediately since she’s obviously inept at customer service.