I wish I could give less stars. AC in the common areas of the hotel was out. There was as NO WATER available to drink aside from buying a bottle from the front desk. Not even a pitcher at breakfast. There were no towels in the pool area, front desk staff didn’t activate our key card then told us it was our fault. I tried speaking with the front desk staff and manager- both were incredibly rude with the manager (Rueben) essentially saying there wasn’t anything he could do beside give me some points. He was unbelievably rude, yelling over me and literally laughing at my concerns. He told me that there was nothing the parent company would do besides give me points and yes, he had the power and ability to refund our one night stay but because it “was a game day weekend” he wasn’t going to do that. I contacted IHG (the parent company) and they told me to call the hotel and ask for the franchise owner. I called the front desk again to request this info and was told they didn’t have it. When I said that IHG said they would, LaToya at the front desk said “don’t get an attitude with me cause you’re having a bad day”. Insane customer service and a terrible hotel.

Hotels know well in advance when they are expecting a busy week, and that is precisely why management is responsible for ensuring adequate staffing levels when the property is fully booked.Unfortunately, that was not our experience when we arrived on August 15. We had to wait six hours before our rooms were ready due to a lack of housekeeping resources. Meanwhile, there appeared to be little support from hotel management, as the front desk staff were unable to provide solutions or meaningful updates. So it seems, it's my problem that they have a full booked hotel. Furthermore, as an IHG member since 2011, I expected a higher level of support and customer care. Unfortunately, my loyalty did not appear to make any difference in resolving the situation. I contacted the customer service center for assistance, but the representatives were unable to fully understand the issue or provide meaningful support. This only added to the frustration of an already disappointing experience.

Stayed for 4 nights for vb Nationals tournament. Right across the street is Lucas Oil Stadium. This hotel has its own parking lot. Easy access to the Convention Center. Front desk staff were very personable and helpful. Our room was clean and surprisingly spacious. Indoor pool, no hot tub. Smaller work out room. Continental breakfast, but not included. We had a really nice stay here plus many restaurants and activities were within walking distance.

Upon check in I verified my reservation had a handicap room with roll in shower. It did. I checked into the room only to find that the grab bar, necessary for any handicapped individual was falling off the wall. I reported it and they immediately did fix it. They remounted the bar. See photo. There was no bar hand soap in the room. I asked housekeeping for some soap and they gave me a dispenser of soap. It looked as though they refilled it several times and it was filthy. The hotel did have a pool lift for disabled, though I didn't use it. The shower chair in the shower was mounted way too low. I could get on it, but getting off was extremely difficult

Waited over 45 minutes to check on only to find out our room wasn’t ready. Still not ready when we left four our concert and staff refused to give us an estimated time. Thank you Holiday Inn for making what was supposed to be a fun trip extremely stressful. Will always be staying at Hilton from now on. PS - spending over $1k for this mess!!