Holiday Inn Express & Suites Hearne

I am an IHG member, and believe it or not have actually never written a hotel review prior to this one, that's how bad this experience was for us. In terms of check in, the staff was overly militant about not allowing early check in, to the point that they actually called my cell (pre check in) to remind me that I couldn't check in early (Them: "You know you can't check in early, right?"). Who does that??? In terms of the room, the door slammed like a ton of bricks, the bathroom wasn't very clean, and the bathtub faucet leaked non-stop. In terms of breakfast quality - they had to-go bags, but there weren't enough at 8:30 in the morning when we went down, and then the food in there was all fattening and zero healthy options. In terms of hotel pricing, it is too expensive per night for a little tiny town, especially with the quality of the room, the breakfast, and the service. And then there was the bill, the final straw - as I checked my credit card, they charged me for the room about three times then finally fixed it to only charge once thankfully. And then when we got home we discovered an unexpected extra exorbitant charge that we were not warned about and wasn't discussed with us in advance, nor did anyone tell us about when they made the charge - they just went ahead and did it because my credit card on file. I called guest relations twice to complain and get a call back from their management team, who has ignored me and refused to call me back. That is how little they care about the customer service, retention, and lifetime value. Furthermore, at least thus far, IAH won't post my review on their site (at least not so far), so that leaves me to believe that they only post the mostly favorable reviews that you see on their actual web site, so be advised about that. So, all in all, I agree that next time we will stay in College Station, and I highly recommend staying somewhere else if you can.

Pretty clean and updated hotel. They have long term workers staying in the hotel and they did a great job of getting breakfast out for them at 6:30-7 and then replenishing when they left for other guests. They had an egg white omelette option that was nice. The property was kept up although the elevator did stop working our last night it didn’t affect us. Only complaint is we have spire elite status and they gave us a room facing the road and a train and didn’t acknowledge status with anything. Usually earns you a room on the quiet side. Fortunately with the AC in the window it wasn’t too distracting. We’d have no problem staying again if in the area. Also could have used another blanket since we had the AC on to muffle the train/road noise.

This is not our first time staying here, but will be our last for sure. Chosen due to lack of options for the Franklin Baseball Tournaments. Will gladly drive to Bryan for a better nights’ sleeps. In our most recent nightmare stay: Got stuck with a room that had an AC unit with a squeak that was like having a car with a bad fan belt in the room. The sweet night audit girl did her best but the lazy maintenance guy wouldn’t look at it even after stating that it was a known issue. Hell, I remember hearing them talk about the squealing AC unit the last time we were here. Getting moved to a different room was a pain too. While I get that breakfast is included in the room cost.......go buy breakfast elsewhere. This food is GARBAGE. Every time we’re here too. We hear complaints every weekend from other parents on the team and we’re ALL canceling the reservations we have for the rest of the summer and going somewhere else.

When I checked in around 6pm, the ladies working were real polite and helpful. When trying to check out around 8:30 am, I had to wait for at least 15 minutes for service. The staff working there, I believe their names were Bobby and Megan, were rude and were talking about other guests staying in the hotel. I am shocked that this kind of behavior is tolerated in this establishment. The professionalism of the morning staff is that of a high school student. I would like to see the courtesy and professionalism from the evening crew move to the morning crew. I have called to speak to the manager a few times and have been given the run-around.

When you like a place your return. Clean, quiet (back side of hotel away from traffic) and friendly. My only complaint was that breakfast starts at 6:30 am. There are many field workers staying at the hotel and breakfast should at least start at 6:00 am.