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Holiday Inn Express & Suites PHOENIX AIRPORT in Phoenix, AZ

Holiday Inn Express & Suites PHOENIX AIRPORT in Phoenix, AZ

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Company Info:

Rating: 3.11

Address: 3401 E University Dr & I-10, Phoenix, AZ, 85034

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    Comments (19):

    1. Marie S.
    My company put me up in this hotel over the week since it was near our corporate offices and it was terrible. Maybe it's a California thing that I was such a snob, but where else do you go and find a whole crowd of people booing the Prop. 8 news report and calling gays disgusting? Where is a girl to make out with simply to shock and appall when you need her?

    Okay, okay that may not be Holiday Inn's fault, but that is the atmosphere. Old, conservative, republicans. Sorry Arizona... don't mean to diss you, but it's the truth. So, the hotel. Why did the front desk tell me that the "shuttle wasn't running." How is the shuttle not running when I'm stuck in corporate building business land with the only businesses in the vicinity being a nudie bar and a Waffle House? (awful by the way) I step outside to call a cab and what do you know? 5 minutes later a shuttle pulls up and the driver told me that the hotel says that it's not running so their main driver can get more tips.

    Eff you Holiday Inn with your musty walls and non-flat screen TVs, and your noisy refrigerator that I had to unplug!

    24/11/08 | Link | Rating: 2.0
    2. Eimi M.
    2.5 stars...it was ok. But since I got in at 11pm last night..I just wanted a comfortable bed and no screaming neighbors in the rooms next to me. The girl behind the counter was hopped up on meds and didn't look like a happy camper at all. Oh right...I'm not staying at a Westin or anything.

    The room was ok. The beds were nice and firm, but I'm going to have to get king beds from now on cause I've been spoiled with king size pillows (on our queen size bed) so I felt like I didn't have enough pillow under my head. The decor was...plain. Oh right...not a Westin...I keep forgetting.

    The complimentary breakfast was ok. Powedered eggs, bacon, sausage, fruit, cinnamon rolls, etc.

    But the best part was all the old people there...I swear it smelled like Ben Gay.

    Would I come back? Not if I didn't have to.

    24/02/09 | Link | Rating: 2.0
    3. Genevieve K.
    Great place!  Very comfortable bed, perfect amenities for a quick business trip.  I got in late, was able to eat dinner, use free wifi and get a good nights rest in a very nice bed.  I then woke up, did a quick workout in the gym, continued working, used the business center to print everything out, and helped myself to a very good breakfast and coffee before hitting the road.  

    It was EXACTLY what I needed, priced very reasonably.

    20/06/12 | Link | Rating: 4.0
    4. Jennifer W.
    This might have been a lower star rating if I didn't completely love several of the employees here: Nicole who works at the front desk, James who drives the courtesy van, and all of the cleaning staff who gave me an extra bottle of shampoo when I asked for it (I have a lot of hair dangit!).

    I think customer service and location are key for this hotel's success because it's conveniently located next to my corporate offices when I'm there on business, and the courtesy van picks you up from the airport, and if your destination is close they'll even drive you around Phoenix (I think the max is 5 miles).

    I definitely appreciated the help myself and my co-workers received when we got there, Nicole went way above and beyond in helping us get into our rooms at the odd time we arrived and on our way in the van so we weren't late for our meeting. James the driver was always hilarious and sweet and took us everywhere he could!

    Negatives: The reason they aren't getting a high rating from me are the fact that the beds are excruciatingly uncomfortable and the pillows were so small, and lumpy (despite the soft and/or firm description) that I really never felt like I slept. The point of a hotel is to have a place to sleep, and I really was in pain and exhausted at the end of my week.

    Positives: Really nice breakfast spread every morning, and a pretty cool happy hour at the end of the work day. I got a new TV (nice flat screen) put in my room the second day I was there, so most of the rooms should have them now. The cleaning staff are really cool, and they have FREE WI-FI!! Definitely a plus for me trying to work in the evenings.

    04/11/10 | Link | Rating: 3.0
    5. Eric F.
    Yes, this is the hotel from those commercials where the guy does something like oh I don't know perform open heart surgery and when asked if he's a real surgeon, says,"no, but I did stay at a Holiday Inn Express last night." Har har! What delightfully witty banter.

    That commercial encompasses the vibe you get when you stay here. The HIE is always ready to remind you how Smart you are for staying here. In fact, everything in the room from the pillows to the shower curtain to the bars of soap all incorporate the Smart "theme" in their branding.

    Since my company pays for my trips to Phoenix, I can't comment on the value of the hotel, but I can speak to the experience. For such a SmartHotel, the room layouts are inefficient. the bathroom counter (completely covered in little pamphlets advertising the smartness of the various items strewn about the room) is massive while the main room (a combination bedroom, office, lounge, dining room, etc) is an ergonomic nightmare.

    For instance, once I removed the 17 pamphlets from the SmartDesk, I realized that the SmartLamp and the SmartPhone left little room for my laptop and mouse.

    I then picked up the crusty staticky SmartPhone, ordered SmartRoomService (which comes from the Hilton Garden Inn kitchen next door), and upon the meal's arrival had to remove my laptop from the SmartDesk, since it's the only thing which remotely resembles a SmartTable.

    I then turned on the SmartTV, A boxy Zenith CRT circa 1956, and ordered a SmartMovie, presented only in full-screen for $11.99+tax. After several attempts at setting the SmartAlarm, I just called the front desk on the SmartPhone, also circa 1956. Are you noticing a trend here? The same crappy, out-of-date appliance as any other Holiday Inn but with the word 'Smart' slapped across it and a pamphlet resting atop the closest hard surface, boasting how clever the aforementioned appliance is and how Smart you are for staying in a hotel that contains such a Smart appliance.

    Okay, on the good side, The SmartStaff was very friendly and accommodating and provided me with complimentary SmartToiletries I has taken from me by airport security. They were also kind enough to remove a SmartMovie charge on my bill from when I accidentally ordered some SmartCrappyMovie on Pay-Per-View.

    The complimentary SmartBreakfast provided me with plenty of healthy and tasty options. The SmartCoffee was adequate. If you were Smart enough to read through this entire SmartReview, but you think my constant use of 'Smart' before every other word seems annoying, then you now know what it's like to stay at a HIE.

    06/07/10 | Link | Rating: 1.0
    6. Kimberly S.
    Still have popcorn ceilings. Room was nice and clean.

    04/11/12 | Link | Rating: 3.0
    7. Mary Ann P.
    I have gotten very particular at my age when it comes to choosing a hotel when I travel. No more Motel 6s for me! I prefer the higher end hotels that provide whatever service I may need. I had to go to Phoenix for an extended period of time. This Holiday Inn was recommened to me by a friend. The price was right so I decided to stay.

    Let's begin with the location.... The location was close to Mesa, downtown Phoenix, Scottsdale, Chandler, freeways, shopping, and the airport. All places I needed to be!

    Next, the service.....The service was great, the room was clean and exactly what I needed! Staff was kind and friendly. Plus free wifi!! I was able to work in my room with no problem.

    Food...the hotel provided breakfast each morning. It was exactly what I needed to get my morning started. Coffee was good, the blueberry muffins were heavenly, the eggs were ok.

    Definitely would recommend. Since I will be traveling to Phoenix quite a bit, this will be my hotel of choice.

    16/11/12 | Link | Rating: 4.0
    8. Steve M.
    This place is really a dump.  I have stayed at HIE hotels across the country and this is the worse by far.  Room smelled so bad of deodorizer that my eyes stung.  Carpets are dirty and room was small and cramped.  WIFI worked part time and even when it worked it was slow.  Very close to airport but that is about the only plus.  I will not stay here again.

    20/02/14 | Link | Rating: 2.0
    9. Shane Z.
    Great location, excellent hotel, only took ~5 minutes to get to the airport!   Great room!   Staff was great!

    20/09/13 | Link | Rating: 4.0
    10. Abby V.
    We stayed here for four nights. The staff at the front desk were wonderful with helping us arrange transportation on the complimentary shuttle, calling a cab, and offering suggestions for nearby attractions. Breakfast spread exceeded my expectations! We were too busy to use the pool but saw a few people using over our stay. The gym could use some free weights as opposed to a cable rack, but the cardio equipment selection was fairly good compared to other express hotels. Would recommend staying here!

    02/02/15 | Link | Rating: 4.0
    11. Kendra R.
    Had to a change my travel plans due to a great surprise. Justin was amazing at helping me with my reservation.  Thank you so much!!

    10/11/14 | Link | Rating: 4.0
    12. Chad G.
    Booked a room for mid April 2015 and unfortunately had a change of plans. Called today (over 2 months before the booking) and was told a refund was not an option. The manager (Bill Weeman) lost his cool before me (he must deal with lots of upset customers due to this policy) and hung up on me. When I called back he threatened to call the police for harassment. I was shocked by this--my $250 was taken and he's going to call the police because I'm asking for it back? Again, I did not yell or get mad, simply asked how I could go about getting a refund.

    Edit: Bill, thank you for taking the time to respond to my complaint. Did I mention that I called and spoke to your staff and was told that canceling my room and refunding me would not be a problem? I'm disappointed with being misinformed, being out $250, being hung up when trying to resolve a simple problem, with the improper training of your staff and with your inability to correct this simple issue. Please know you've lost the Holiday Inn Express customer for life all for $250.

    27/01/15 | Link | Rating: 1.0
    13. Mike R.
    Stayed here one night and had a very good experience.
    My daughter and I checked in late.  Booked through Hotwire so I didn't realized I was booked for a King bed.  The front desk staff was helpful and quickly changed the King bed to two Queens with no hesitation.
    The room was clean, which is probably the most important aspect of any hotel room for me. Beds and pillows were very comfortable.
    Free breakfast was great - tremendous variety and above average quality. The woman who ran the breakfast area was friendly and attentive; everything was well stocked right up until the end of breakfast.
    In-room wifi was free and it worked well.
    The only minor negative was that you could hear what was going on in the hallways. The outside noise was not an issue at all. You can see the airport from the room but I couldn't hear one plane.
    I would stay here again.

    02/12/14 | Link | Rating: 4.0
    14. Monica D.
    I have to say this hotel was very nice.. Free wifi and breakfast.. Our room was very clean and the bed was really comfy! The staff was friendly and the hotel was near everything.. Would recommend this to anyone who is needing a hotel in Arizona.. 15 mins from chase field!!

    12/04/15 | Link | Rating: 5.0
    15. Diana A.
    Found hotel on hotel.com for $80. King size bed is comfy, room was very clean. For the price, i think it's worth it.

    10/04/15 | Link | Rating: 4.0
    16. Pat S.
    I stayed here for a weekend to see Spring Training baseball.  It's a pretty standard Holiday Inn Express, as there is a free breakfast every morning and the rooms are fairly clean.  They offer free wifi (which is also standard for a Holiday Inn Express), but I wasn't able to get a connection in my room because the Internet router in the lobby was not strong enough to provide a signal to one end of the hotel.  Because of the poor wifi signal, I subtracted one star from this review.  I would still though consider staying here again for another Spring Training visit as the drive to many ballparks is only 20-25 minutes from here (I visited Hohokam Stadium in Mesa and Maryvale Park in Maryvale).

    22/03/15 | Link | Rating: 3.0
    17. Rick W.
    Due to bad weather throughout the country, I found myself needing a room for the night, in a hurry.   I was not the only passenger with this problem, and after calling serveral hotels that were full, the Holiday Inn was able to accomodate me.  

    My room was clean, the bed was really comfortable, and they put out a decent breakfast.  The shuttle was prompt to take me to the airport and the staff were all friendly.  What more do you need?

    25/02/15 | Link | Rating: 4.0
    18. Wendy H.
    WORST example of customer service I've seen.  I was considering using this hotel to book out of state employees so thought I would test it out first with a little staycation for me and the kids.   We got there only to find that it showed that we were booked for Sunday and not Saturday.  Their version of accommodating me was to offer to charge me for a suite for Saturday.  Since we had booked through hotels.com , I called and they very graciously offered to contact the hotel, saying that most times it wasn't a problem to change.  I stood and watched hotels.com talk with a trainee by the name of Sun Ye who said there was nothing she could do and no manager was on duty.   Hotels.com apologized and said it was unusual for a hotel not to cooperate but that there was nothing they could do.  We finally gave up and paid for an extra room and were told that we could keep the same room for Sunday night rather than have to move.

    So, Sunday rolls around and I have to take the kiddies home and get a babysitter since they have school the next day.   We take them home, pay for a sitter, get them settled and then head back to the hotel room only to find that despite putting a "do not disturb" placard on the door, the room has been cleaned and all of our personal belongings are gone:  toiletries, food, drinks, phone chargers, etc.  We go marching down to the lobby to report the issue only to be told that housekeeping is locked and there is nothing that they can do.  Since our belongings were gone, we elected to go back home since we had to work the next day.  Because there was no manager on duty again, Jessica was very nice and said she would get our information to the manager and see what they could do to make things right.

    Fast forward to Monday.  No call, no email, no contact.  We go back to the hotel (yes, this is three trips now) to see manager and find out about our missing items.  The manager, David, proceeds to tell us that housekeeping didn't report anything in the room (even though they went in and cleaned after being told not to.... and we were checked in).  He also says we can have 25% off another stay.  REALLY????  Let me get this straight.   Holiday Inn refuses to help us correct a reservation, charges us full price for a suite, makes us stay an extra day, costs us additional gas for driving, a babysitter, goes into a room that we are checked into without our consent, takes our stuff, pretty much calls us a liar and then says "Hey, we'll give you 25% off to subject yourself to the experience all over again!".  Yeah, sign me up coach!

    It gets better.  So, David, after telling us that nothing was missing, says he was going to call Hotels.com and get back to us.  Funny.... when Hotels.com called on Saturday, Holiday Inn said they couldn't work with them.  Now that there is a problem, WHOLLY caused by Holiday Inn, it's time to pass the buck to Hotels.com .  He sends us on our way.   We then get a voicemail telling us that WE need to call Hotels.com now and see if we can get refunded.  Good... now we can do their job too.

    So, we call Hotels.com at 7:30 at night (a time when Holiday Inn doesn't seem to be able to afford to staff management)  and get an example of what great customer service should be.  They apologize for the poor experience and credit us for the room, all in less than 5 minutes.

    In the meantime, Holiday Inn still has our stuff, still has crappy service and still has yet to call us back.  This has been an absolutely lousy experience.  I'm only glad I found out the complete lack of customer service before I booked this hotel for traveling employees.   Not only did they lose out on any of my future business, they have lost out future company business as well.  In this day of customer service being king, Holiday Inn somehow missed the memo.

    13/04/15 | Link | Rating: 1.0
    19. Mark O.
    I am in marketing and have an eye for detail and composition. No piece of furniture in the room looks like it goes together. Not by color, not by theme.
    Well, at least the beds are comfortable, the shower is hot and the towels reasonably soft.
    A good place for the money.

    01/04/15 | Link | Rating: 4.0