Holiday Inn Express Hotel & Suites Richmond North Ashland in Ashland, VA

I am hesitant to write poor review, but I feel that this property is sorely in need of an overall update and the management needs to address this. HIE is our favorite option for a night on the road when making a long trip. The location just off I-95 was super convenient with easy places to eat and gas up steps away. However, the hotel itself was dingy, our room was dusty, the wallpaper was peeling, tiles cracked, furniture and walls scuffed, tub faucet coming out of the wall, and tub not draining properly. The staff we encountered were hard working and friendly. They deserve better as do loyal HIE customers. Management needs to address updating this property and it will once again be a great overnight on the road.

I honestly do not understand the 4 stars average here. This hotel was smelly in the hallways, old and dirty rooms, even the lamps in the room were rusty! The girl behind the counter could not explain to me why I was charged $29 although I booked with points. Something with tax probably she said. So I asked her to print off an invoice so we could see what the system was doing, but she couldn't or din't know how to. She told me should go to my account and check myself. This is not professional at all. She also worked there when we checked in around 10pm and was still there when we left at 10am. So I am wondering about their HR policies and compliance.

This was one of the worst hotel experiences I have ever had. The manager with "FREAK" tattooed on her chest was extremely rude. The kitchen amd lobby was infested with fruit flies. There was mold and missing tiles in our bathroom. We never had our towels replaced during our 4 day stay. We had to go to Walmart to buy towels to use. 0 out of 5 stars! Don't waste your time.

My girlfriend and I recently stayed at this hotel and it was atrocious. If we wanted to stay in a seedy hotel we could have paid a lot less somewhere else. The elevator feels like a death trap, and the hot tub looks like it’s growing algae. The curtains in the room were ripped and covered with a mysterious brown substance (hopefully not feces but unclear what it was). And the whole sill was cracked badly. The hand soap was there but hidden in the shower where conditioner should have been. The hand soap dispenser over the sink was instead replaced with body wash. This hand soap dispenser was locked up and was this bulky metal thing seemed to be hot glued to the wall. We never touched it since the hand soap was in the shower but still it came crashing down into the sink at 3AM revealing all the glue and waking us both up so we couldn’t sleep again before the wedding we were attending that next day. The continental breakfast appeared to be food and I have no complaints there. But after my girlfriend went to get makeup done with the bride I informed the front desk that their piece of garbage came unglued from the wall and she elected to have maintenance come glue this piece of garbage back on the wall for us (which neither of us cared about) the maintenance guy was great though he actually fixed it so there was hand soap where hand soap belongs and even got us conditioner! Then the front desk lady informed me that they fixed the thing I watched him fix and never asked her to fix and I was pleasant to her and didn’t complain more which apparently she took as license to be rude to my girlfriend (who was the one paying through the nose for our stay in this garbage pale) when she called later to complain independently. First she hung up on her and then when we called back and pretended she hadn’t she just kept repeating that she “fixed” the problem (which she hadn’t) and that I was “perfectly happy” which was never the case. Then when she tried calling customer service they pretended to transfer her and hung up and then when we called back again they pretended to have bad reception and take her number to call us back. Still waiting for that call back hours later… never mind that the power went out on night two and we had to evacuate in the dark without any communication from the front desk and there was no breakfast offered as we expected. Worst hotel stay of my life. Even worse customer service. My girlfriend tried to call IHG about the terrible experience again just now to give them a second chance and they reliably just hang up, pretty to be disconnected or pretend to transfer you to someone else… seems like thats the M.O. over there.

Upon arrival there was a sign on the front desk that the staff was helping another guest and would be right back, so after a very long drive from South Carolina we had to wait over 20 minutes to even check in. Then once we got to our room, I noticed right away that the curtain had a very large tear in it and holes in the black out curtains so I went to call the front desk to inform them so I would not get charged a damage fee when I checked out thinking I had done it, but the room phone did not work (and yes, I checked, it was plugged in) so I had to call from my cell phone. The woman that answered seemed less than concerned but said she would notate it on my file. Later that night when we returned from dinner, we realized how dirty the bathroom was (especially the underside of the front of the toilet) - so much so we decided to just not use it as we were extremely tired and checking out in a few short hours anyway, as well as quite a few of the lights in the room did not work, there was a knob missing on the microwave so it could not be used, and the mirrored closet doors were broke and didn't easily slide on the track to open and close. And forget about sleep as the AC Unit when on was sooo loud! The beds are extremely high (we had to pick my mother up and put her into and get her out of the bed. I did mention all this to the women during check out and again she didn't really seem to shocked, but said she would right it all down which she did on a small piece of paper. Then we went to use the restrooms just off the lobby and off the 3 stalls only 1 had any toilet paper and even then it was way less than a 1/2 of a roll. I certainly will never stay at this property again!