Holiday Inn Express & Suites Durant, an IHG Hotel

Ron L

Woman at check in was very unfriendly. I smiled and spoke and didn’t get a response. Wasn’t sure if she heard me but she made eye contact briefly then turned her head back to the computer screen. Never made eye contact again during the entire process. She stayed focused on the computer screen. On the way in, I saw yellow tape in the pool area and I asked her was it closed and she replied in a smart way. She spoke fast and didn’t thank me for my stay. Instead of handing me my key cards, she slammed them down. As far as the room, it was ok besides a bad smell and no towels. I went downstairs the next day and the rest of the staff didn’t seem friendly. Ended up leaving a night early and paying extra for another hotel a few miles south. Much better staff and when Choctaw is booked, that hotel would be my next choice. I wouldn’t come back here even if it was free.

TLFB

I normally write excellent reviews. I am one to provide both good and bad feedback when appropriate. Our stay in Durant was for vacation, so we preferred to be able to relax a bit. Imagine our surprise when someone was banging on our door at 9:30 PM (mind you, we were sleeping - again, trying for some relaxation), and only to find it was the front desk staff. We could not tell it was front desk staff from the looks of how she was dressed, NOR did she identify herself as such. We DID NOT open the door, but instead told her to wait while we could appropriately dress. I then called the front desk, and it was in fact the same person who picked up the phone. She told us we would have to vacate the room as they were over booked. I politely (as polite as I can be mid-sleep) refused her request for us to vacate the room, stating she had my credit card, and we had literally been in the room over six hours and were sleeping. The very frustrating thing to me (being a former hotel staff), is I KNOW they were not going to clean the room and assign it to someone else... This was like some sort of Vegas experience... :( Shocking for us, as IHG is always on point.

DURTON

Overall my stay was fine and I would stay here again. There are not many options in Durant unless you want to spend $300 a night at the Choctaw Casino. My room was clean and the bed was very comfortable. There were two things that need to be addressed by management and that is why I am providing feedback. The first was breakfast. The hotel was packed and included a high school baseball team. By the time we came down for breakfast all of the hot food was wiped out and there was no more prepared which was a little disappointing. Secondly...get some help. I waited (along with several guests) 20 minutes to check in as there was nobody at the front counter. The poor girl was cleaning rooms. This is a reflection on management and poor staffing. I am surprised she didn't just quit on the spot and don't bother with the excuses. If you run a good business people will work for you even in this challenging environment for hiring. Be better

Unhappy_IHG_customer

Dirty sheets on the bed at check in. Clothing from the previous guest still in the dresser drawers. Food crumbs left on the carpeting from the previous tenant. No bathroom hand soap for any guest rooms at the hotel. No eggs offered as part of the "complimentary" breakfast. No sugar for for the coffee offered at breakfast. Let's see what else.....we had to strip the beds ourselves and remake the beds as best as possible with makeshift linens as they hotel didn't have enough sheets and comforters to replace the dirty ones we had to remove. When we first reported the condition of our room to the front desk they apologized and said they would let the manager know of our displeasure with the condition of the room. Later we learned the manager was actually staying on property that night but the staff were told not to disturb the manager until the following morning. We were in town for the state OSSAA 5A girls golf championship that week and all of the area hotels were fully booked so we had no alternative. The following day the room was properly cleaned and kitted out with all of the linens and floors vacuumed. The availability of hand soap for the guests, sugar for the coffee and eggs for breakfast still existed upon our departure, As an IHG Platinum Elite Member, I have stayed at this hotel before however I have never seen this happen before and I hope to never experience this at any IHG property again. I will close this review with praise for Matt who was manning the evening desk upon our arrival. Matt deserves praise as he did everything in his power to rectify the situation that first night.