Holiday Inn Express & Suites Southern Pines-Pinehurst Area

Staff was very nice. Too many patrons not wearing masks especially among young adults

I am completely dissatisfied with this location in particular. My family was checked into our room for less than 5 minutes when we noticed a dark raised stain on the comforter of one of our double beds. Naturally, we checked the second bed and found a similar larger stain. To make matters worse there was also a dirt of some sort in the bathroom tub. Absolutely discussed by the room, I called to the front desk to advise of my findings and requested a room change hoping this was an isolated incident. The women at the front desk advised she would come up to take a look at the stains/ dirt. Once she arrived she looked at the stains on the bed and accused my family of putting the stains on the beds. She said it was chocolate and it was not there before we checked in. (I don’t understand how she came to that conclusion as it definitely did not look like chocolate.) As she proceeded to check the bathroom, I advised her my son was using bathroom. Completely ignoring me she proceeded to open the closed door and walked in on my son as he sat on the toilet. My confidence was low on the cleanliness of any room and I was completely offended by her accusation however, we were still willing to stay because we were tired and just traveled a distance. The lady stated she was going to go to the front desk and give me a call to advise of the swap. When she called she advised that she was only going to change the sheets as she was low on staff. She completely dismissed my complaint of the cleanliness of the bathroom. My husband and I made a decision to check out of the hotel and find somewhere else to stay. When I arrived to the front desk I advised her we were not going to stay and requested not to be charged. We hadn’t been in the hotel for 30 minutes at this point. She told me she was going to charge me a cancellation fee as we were canceling our reservation. After advising her of her poor customer service and lack of hospitality another gentleman came to the front desk and advised we would not be charged. I asked to speak to her manager to file a complaint and to my dismay she advised she was the manager. I have stayed at other Holiday Inn properties and had always received exceptional hospitality, excellent customer service, and most importantly a clean room. This experience will surely make me consider other options before booking again with this chain especially when visiting North Carolina.nnI write this as I lay on my CLEAN MARRIOTT bed at the same rate I was willing to pay at the Holiday Inn.

Loved my room...so comfy clean and quiet

Room was clean, limited breakfast was available. No service on the rooms if you stay less than a week, but if you needed something it was available. Doing their best during this mess.

Fabulous, super clean, amazing staff, perfect location