Holiday Inn Express & Suites Pensacola West-Navy Base, an IHG Hotel

"The staff was nice. The water was hot, the room was clean and I didn’t have any issues. Plenty of restaurants near by. The only thing I didn’t like was that to get to the gym, you have to walk outside and some of the equipment in the gym didn’t work."

"Was booked a reservation by a restoration company due to a flood in my house at this location. When I arrived I was informed about various card and cash deposits due to me being a local resident. I called the company representative and he brought the cash deposit and questioned the front desk clerk and she became very hostile and defensive and would not even check us in until a call to her manager was made. After talking with the manager, which she was understanding, agreed to refund the rooms after I advised that the atmosphere of the hotel was hostile. I wish the employees were as professional and understanding as the manager. Do not recommend this hotel due to staff attitude towards guests."

"Very friendly and polite staff ,the managers go out of thier way to help and are usually very prompt . The Rooms are clean and well up to date .I would recommend this hotel as a secure safe and cozy place to stay."

"Phenomenal staff! Wonderful service, very friendly, helpful, and VERY VERY clean. Location wasn't all that great but your close enough to drive to other site seeing stuff that it wasn't a must for us. Was very happy with our stay and would recommend this particular hotel to anyone."

"My husband and I stayed in this hotel for a business trip of his. His company booked the hotel based off commute to his job site, so we did not have a choice of hotel, otherwise we would have booked a hotel in a nicer part of town. When we walked into the lobby, the concierge was being hateful towards the customer at the desk and a customer on the phone, so not a great first impression. As we approached the desk, she was never hateful but did have quite the attitude. This was a pattern of behavior from every staff member we encountered. Very poor customer service skills. When we arrived to our room, we put our bags on the bed and left for the day. When we returned, we noticed the tub/shower had not been cleaned properly. There was an unknown substance next to the drain, fingerprints on the grab handle, water spots on the shower head, and streaks of some other unknown substance on the side of the tub (pictures attached). We brought this to the attention of the concierge that evening (very respectfully) and we were told that the manager and housekeeping “left ten minutes ago and I can’t help you with that.” Understanding that the staff member could not leave the front desk, we offered to come down to get a spray bottle and a rag to clean it ourselves. The concierge then told us that she could not get to any of the cleaning supplies because “only housekeeping has access to that.” We were both uncomfortable showering in the dirty tub, so we requested a room change if one was available. After the request, the concierge put us on hold and somehow magically discovered a spray bottle of disinfectant spray and a rag. We came to the lobby to collect the supplies and saw that there was also some bleach for sale in the market. We picked up a small bottle of bleach and the staff member checked us out and had us pay for the bleach. I’m not sure if she was new or just unkind, but I think if a customer is going to clean their own room after it was not cleaned properly, it is appropriate to comp the supplies they need to do so. We did not argue the purchase of the bleach because yes, it is an item for sale, but it did take us by surprise. The spots and streaks came off with very little effort so it’s clear to me now that it had not even been wiped down. Very unsanitary and UNSAFE. A couple days later, I was sitting in the lobby waiting on my ride and two staff members were behind the front desk speaking hatefully about other staff members and customers. Also, we did have to replace our room keys multiple times because they would just stop working. The rest of our stay was less eventful, and I did eventually interact with one staff member who was kind and welcoming. I did not catch her name, but she worked the afternoon shift at the front desk on 4/26. Kudos to her :). The room itself was decent and accommodated our needs, however based off my personal experience, I would not recommend this hotel."