Holiday Inn Express & Suites Mission-Mcallen Area

This was the cleanest nicest Holiday Inn Express I have stayed with during my trip. It was head and shoulders above the other hotels in the area. Soft beds and plenty of pillows, free breakfast was very good as well. They allowed us to check out late! Swimming pool was fun, and staff were friendly.

IHG customer for more than 20 years, currently Diamond Elite member and for sure front desk / customer service experience has been the worst ever courtesy by Leslie. Stayed the night of June 25th, 2022 all good throughout that stay but when I made a new reservation for an extra day (June 26th) I was told by Leslie at the front desk before noon time that I could not keep the same room despite the fact that avaibility of similar rooms on IHG portal allowed me to do a reservation. Rather than trying to help and find a solution so that I would not have to do a check out and a check in later that day I was asked to leave the room and not even allowed a 2 pm extension as a preferred IHG Dimond Elite customer that I requested to allow time for a new room to become available and save the hassle of doing a check out and check in that same day under my new reservation There was a complete disrespectful attitude by Leslie as she indicated she had enough talking with me and that she would call the police to kick me out of the room. Called 800 number IHG guests services, explained the situation and certainly a much more customer oriented service but at the end they were not able to help me as they had to circle back with the hotel front desk (Leslie I would assume as hotel manager was not available) While this was happening other staff / cleaning ladies knocked on the door of room 221 and asked my family to leave the room while it was 12:20 pm Make story short, requested to cancel my reservation and ended up booking a new reservation at the Holiday Inn Express Suites at Mcallen which by far offered a complete different service and fully customer centric orientated allowing me to do an early check in at 1:00 pm If you look at the negative ratings of the Holiday Inn Express at Mission TX on the comments section, there is clearly a repetitive patern of rude / non customer service attitude towards guests by some specific people and I make a special remark of this because the person who did my check in the afternoon the day before at around 4 pm he was extremely helpful so I do not want to generalize on a terrible front desk service but only specific to Lesli.

Front desk, housekeeping, mtce, bkfst team were AMAZING! No complaints EXCEPT can't get $49.98 back for taxes that should have been chgd to IHG rewards prog. Mgmt is ignoring after they told me they did reimburse and my bank records reflect no reimbursement. This happened twice as we had to extend our stay. The first accidental charge was reversed when I saw it on my bank account. This second one they refuse to acknowledge. Also, the floors of this facility are like a huge trampoline. You can jump and the entire room shakes. Recommend first floor rooms only, unless you get stuck with a herd of elephants above you. Would we stay here again, no because of management's lack of attention and the frustration with the rollercoaster flooring which does affect your sleep when people next to you and trampling around. Restaurant next door to hotel has really good, fresh food.