Holiday Inn Express & Suites Pensacola W I-10

After a grueling 12-hour drive, I called ahead to confirm room availability and was assured there was a room for me. However, upon arrival, I experienced an unacceptable level of unprofessionalism from your front desk staff. Rather than prioritizing my check-in, the concierge was preoccupied with taking out the trash and handling other tasks—everything except providing the service I needed. When she finally addressed me, she unnecessarily prolonged the process with irrelevant questions, despite my clear request to pay for a full day. Even after I made it clear that I did not have any discounts or memberships, she became argumentative and uncooperative, ultimately refusing to proceed with my check-in. It was evident that she was more concerned about her shift ending in two minutes than assisting an exhausted customer. Her attitude and lack of professionalism forced me to take my business elsewhere—to the hotel right next door, where I was checked in promptly without issue.

My wife and I were in town with our daughter to attend a softball prospect camp at UWF and stayed here. Everything was great with this Holiday Inn Express. I didn't take any pictures because I really wasn't planning on writing a review. I'm mainly writing this to give major kudos to Eliza the breakfast bar attendant. She was by far the BEST we've seen over the past 2 years! We travel around extensively for about 6 months out of the year for my daughters softball tournaments and we typically stay in Holiday Inn Express hotels. So believe me when I go out of my way to write a review solely based on one person, that she is the best we've seen. She was very friendly, attentive and kept the entire area spotless, which was challenging while we were there considering every morning there was at least 10 children running around making a mess over and over again. She was even having to deal with a malfunctioning pancake machine that required her to basically open up the machine and reset the bag every time someone wanted pancakes. IHG better take care of this one! good people are hard to find these days.

Eliza was amazing and showed hospitality that made me feel like I was home! What a gem to have such a great employee that exceeds the mark at friendliness, attentiveness and cleanliness. Breakfast was fresh and delicious she definitely did her magic in the kitchen😋 We were here for a funeral and she was the highlight of our stay. Thank you guys. MERRY CHIRSTMAS.

I’d like to take a minute to acknowledge the outstanding service Nikki provided. Not only she was extremely professional and friendly, but super sweet and going above and beyond to accommodate me after a 9 hour drive. Thank you so much Nikki. You’re amazing!!! Ash & Belle 😊

I travel a lot for work. Company usually book us in a hotel inn hotels. Every time I stay in one their bed sheets are dirty and need to change.