Holiday Inn Express Atlanta NE I-85 Clairmont by IHG in Atlanta

I really try to share the positive in this journey of ours, but sometimes, it's necessary to highlight the challenges and injustices faced by the disabled community every single day. This is how we create change. With my son’s permission, I'm sharing our experience, after receiving no response from IHG Hotels & Resorts. Please note that I filed a complaint with guest relations. I shared the experience and requested to connect with the regional office. I was informed I needed to start with the hotel directly. I was told I should expect a response within 48 hours. It's been over 90 hours hours at the time of this post. Last Wednesday, we traveled to Atlanta for my son’s clinical trial appointment on Thursday morning. We drove from North Carolina, arriving around 8:30pm. We checked in, got to our room, and were immediately disappointed. The bed had a boxed-in frame, preventing the use of a Hoyer lift to transfer my son onto the bed. (The lift's legs need to fit under the bed frame to function.) We've stayed at this hotel before without issue, but during recent "upgrades," the hotel clearly overlooked the importance of accessibility and inclusivity for all guests. This was far from an upgrade - it was a step backward. At the Holiday Inn Express Atlanta NE off Clairmont owned by IHG Hotels & Resorts, we received no real support after requesting on-call maintenance to resolve the issue. The front desk staff was as helpful as possible given their limitations. Management instead offered to call an employee who could “help lift your son into bed,” but they wouldn’t arrive until 10:30 p.m. because they lived far away. Are they suggesting the hotel is willing to assume responsibility if something goes wrong or if he is injured? And yet, they refused to modify the frame to accommodate the lift, even though they marketed the room as accessible and received payment for the room. Those who know us, know we tend to go with the flow. We adapt the best we can. My son said, "I guess I'll have to sleep in my chair tonight." This young man has NEVER slept in his chair. Ultimately, we called Dekalb County Fire Rescue Department to assist not once, but twice. First to transfer my son into a bed and again to get up in the morning, ensuring we arrived on time for the appointment. (Thank you all for being kind and helpful). Thankfully, we had the Perfect Lift which made for a smooth and safe process. We made it work, but this is far from acceptable. By not meeting the needs of the community served and providing an accessible room, IHG Hotels & Resorts stripped my son of his independence. He lost the ability to decide what time to go to bed, when to use the restroom during the night, and when to wake up. They created an unsafe environment in the event of an emergency. We pulled the fire and rescue team away from their community to assist with an issue that could have been avoided completely. My son, at just 18 years old, expressed feeling embarrasse

HI Express are often an economical choice, but this one was just trashy. Room lacked the darkening shade to prevent street and sunlight from entering. Staff was uncaring, refused to either provide a shade or a different room. Had problems with room key losing it's charge. Night clerk was uncaring, at one point making it a game, send us back n forth to try it over and over. Ended our stay early, after one night.

Had nasty brown water coming out of the shower head while taking a shower. I had to rinse off with a bottle of water. There was zero warning or notice from the hotel management that there might be contaminated water following plumbing work the day before. The manager showed no remorse after I reported and showed a video of the brown water running for 20 min. As an IHG member I was offered a paltry 300 points (a free night is at least 10,000 points). Stay away from this hotel- it does not deserve the IHG brand.

I witnessed Staff put guest who call in on speaker!!! You can hear people's names, room number, and confirmation numbers out loud. It didn't matter that people are in the lobby. That is definitely not ok. Safty should come 1st. A man came in asking if a specific person was still renting a room. And the staff told them. While other people were around. Information should be kept safe. I thought it was illegal to share information. Where's the privacy at this hotel? And cleaning needs a little help!!!