Holiday Inn Express & Suites Braselton West, an IHG Hotel

2958 Braselton Crossing Lane, Braselton, GA 30517

"We checked in at 11pm and the front desk asked for my husband's military ID and drivers license. They returned the military ID and we "failed to request" the driver's license back. The hotel had 3 opportunities to return the license (1) when we checked in (2) during the stay-they could have called our room or slipped a note under the door (3) when we checked out at the counter. Once we realized the license was missing we requested it to be overnighted instead of by unsecure snail mail. We made a ridiculous amount of calls to "management" and even the General Manager but no one had the decency to return our call. It wasn't until we contacted corporate that we received our license 2 weeks later. Of course the trifling staff sent it snail mail with no letter of apology. What a sorry staff."

"We had an excellent stay. Staff was very friendly. Great breakfast. The rooms were clean and beds comfortable."

"I am writing to express my dissatisfaction and disappointment with my recent stay at this hotel and the subsequent handling of a billing issue. During my stay, I encountered a problem with my bill that requires immediate attention. I was charged $250 for my service animal, a charge that directly violates the Americans with Disabilities Act (ADA) and other applicable laws protecting the rights of individuals with disabilities. This charge was in addition to the standard room fee. I am aware of the legal requirements in place to protect individuals with disabilities, and it is disheartening to experience a violation of such important laws during my stay at your establishment. I kindly requested a full refund of this erroneous charge and expected prompt communication from the hotel management to discuss this matter further as informed by 3 different people including a guest relations rep. Furthermore, I am disappointed by the manner in which this issue has been handled by your specific hotel management team, particularly the manager Chawanda with whom I interacted. I legally do not have to disclose any diagnosis and by disclosing the specific tasks of my service animal then you would in essence receive detailed information regarding my health. The customer service provided was not only unhelpful by her; she also demonstrated a lack of understanding and sensitivity towards the rights and needs of individuals with disabilities. Such an experience is not reflective of the positive and welcoming atmosphere of IHG hotels that I've frequented in the past; most strive to maintain a certain level of quality in all areas. The actual room, breakfast, proximity, and staff were amazing! I believe it is essential for your establishment to address and rectify this issue promptly, both in terms of the billing error and the customer service provided. Your attention to this matter is crucial not only for the resolution of my specific concern but also to uphold the reputation of IHG hotels as a place that respects and values all guests."

"Convenient to Athens but extremely expensive and terrible smell. Our room smelled like a muskrat. Seems that the room may have been cleaned with an old gym mop using dirty water, if at all. Additionally, housekeeping did not make up one of the beds during their mid-day visit. Frankly, I'm not sure they cleaned anything because the room still smelled awful. Though one bed was made up and dirty towels were removed. Regrettably, we stayed 2 nights. Well we had a great time in Athens, so we don't regret that part. But the room was stinky and pricy. Very disappointed in the muskrat suite (that got no better after the fist night). We will make alternate accommodations the next time we travel to the Athens, GA area."