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Reviews of Holiday Inn Express Pensacola West - Navy Base, an IHG Hotel

2.5 out of 5
Holiday Inn Express Pensacola West - Navy Base, an IHG Hotel
307 North New Warrington Road, Pensacola, FL

Reviews

8.4

Very good

Rating 10 - Excellent. 319 out of 681 reviews" "
Rating 8 - Good. 218 out of 681 reviews" "
Rating 6 - Okay. 83 out of 681 reviews" "
Rating 4 - Poor. 39 out of 681 reviews" "
Rating 2 - Terrible. 22 out of 681 reviews" "

8.6/10

Cleanliness

8.8/10

Staff & service

7.8/10

Amenities

8.2/10

Property conditions & facilities

8.4/10

Eco-friendliness

Reviews

10/10 Excellent

Stephanie

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The hotel staff were all very helpful and nice. Thank you.
Stayed 2 nights in Feb 2024
Response from Andrew on Mar 29, 2024
Thanks for the wonderful rating and review, We are glad to hear that you enjoyed your stay with us while you was in the Pensacola area. We hope to see you again soon.

8/10 Good

Debra, Port Saint Lucie

Travelled with family
Liked: Cleanliness
Disliked: Amenities, property conditions & facilities
Pool is full of leaves and hot tub out of order
Stayed 3 nights in Mar 2024
Response from Andrew on Mar 29, 2024
I am sorry to hear about the leaves in the pool, with the change in seasons causes more leaves to fall. We do try to keep the pool clear of leaves for our guest here

10/10 Excellent

Janine

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Convenient location and easy to get to the base.
Stayed 3 nights in Mar 2024
Response from Andrew on Mar 29, 2024
Thanks for the wonderful rating and review, We are glad to hear that you enjoyed your stay with us while you was in the Pensacola area. We hope to see you again soon.

8/10 Good

Natalie

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities
The staff was great everyone was so friendly. I think the guy who talked with me and my grandson was really friendly I think he was a house man wish I would’ve gotten his name I will be staying here again when I visit my daughter
Stayed 2 nights in Mar 2024
Response from Andrew on Mar 29, 2024
Thanks for the wonderful rating and review, We are glad to hear that you enjoyed your stay with us while you was in the Pensacola area. We hope to see you again soon.

6/10 Okay

Araceli

Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
Stayed 3 nights in Mar 2024
Response from Customer Care Team on Mar 13, 2024
Dear Guest, we are always anxious to get feedback from our guests in relation to their stays with us, so we very much appreciate your rating, thank you. Whilst we are pleased that you had a reasonable stay here, we aim to exceed all of our guests’ expectations, and we are disappointed that we did not exceed yours. We sincerely hope you will give us another opportunity to host you. Thanks again.Best Regards,Customer Care Team

10/10 Excellent

Judith

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Just arrived. Room is clean and roomy.
Stayed 1 night in Feb 2024
Response from Andrew on Mar 15, 2024
We are excited to receive your rating! Thank you for taking the time to leave it. It was our pleasure to service you. We hope to see you again soon!

8/10 Good

Thomas

Liked: Cleanliness
Could not find anybody at the front desk and put in the morning
Stayed 1 night in Feb 2024

10/10 Excellent

Jared

Travelled with family
Liked: Cleanliness, staff & service
The staff was very friendly
Stayed 1 night in Feb 2024
Response from Andrew on Mar 15, 2024
We are excited to receive your rating! Thank you for taking the time to leave it. It was our pleasure to service you. We hope to see you again soon!

10/10 Excellent

Paul

Stayed 1 night in Feb 2024
Response from Customer Care Team on Mar 21, 2024
Dear Guest,We appreciate the awesome feedback that you provided. It's great to be on the receiving end of such a wonderful rating and we hope you had an exceptional stay with us. Do let us know if you have any suggestions on how we can make things even better for our guests. We look forward to your next visit! Best Regards,Customer Care Team

10/10 Excellent

Gracie Marie

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The front desk staff was friendly! The location was convenient! The bed was super comfortable!!!
Stayed 4 nights in Feb 2024
Response from Andrew on Mar 15, 2024
Thank you for the awesome rating. We are delighted that you enjoyed your stay with us, we take pride in going above and beyond to service our guest. I will be sharing this awesome review with the staff we hope to service you again in the future.

10/10 Excellent

Sandi

Stayed 1 night in Jan 2024
Response from Andrew on Jan 17, 2024
Sandi, We are excited to receive your rating! Thank you for taking the time to leave it. It was our pleasure to service you. We hope to see you again soon!

8/10 Good

James

Travelled with family
Liked: Cleanliness, staff & service, amenities
It was acquit for a weekend stay and conveniently located to NAS.
Stayed 2 nights in Jan 2024
Response from Andrew on Jan 17, 2024
We are excited to receive your rating! Thank you for taking the time to leave it. It was our pleasure to service you. We hope to see you again soon!

10/10 Excellent

Janice S.

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Dec 2023
Response from Customer Care Team on Jan 10, 2024
Dear Guest,We appreciate the awesome feedback that you provided. It's great to be on the receiving end of such a wonderful rating and we hope you had an exceptional stay with us. Do let us know if you have any suggestions on how we can make things even better for our guests. We look forward to your next visit! Best Regards,Customer Care Team

6/10 Okay

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Started out bad didn't get the room that I had booked with walk in shower. But the stay was good. Staff very friendly. Breakfast was awesome.
Stayed 3 nights in Dec 2023
Response from Andrew on Jan 10, 2024
Thank you for choosing Holiday Inn Express and for taking the time to provide feedback about your experience. I would like to start by apologizing to you for not having your requested room type. We are glad you hear you enjoyed your stay with us. We strive to make each stay as pleasant and comfortable as possible, and we will use your comments to coach our team in order to provide a better experience in the future.

6/10 Okay

Mathew

Travelled with family
Liked: Cleanliness
Disliked: Staff & service, property conditions & facilities
Stayed 4 nights in Dec 2023
Response from Customer Care Team on Jan 10, 2024
Dear guest, we are always anxious to get feedback from our guests in relation to their stays with us, so we very much appreciate your rating, thank you. Whilst we are pleased that you had a reasonable stay here, we aim to exceed all of our guests’ expectations, and we are disappointed that we did not exceed yours. We sincerely hope you will give us another opportunity to host you. Thanks again.Best Regards,Customer Care Team

8/10 Good

Angela

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice
Stayed 1 night in Dec 2023
Response from Andrew on Mar 15, 2024
Thank you for the awesome rating. We are delighted that you enjoyed your stay with us, we take pride in going above and beyond to service our guest. I will be sharing this awesome review with the staff we hope to service you again in the future.

10/10 Excellent

Devin

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
To a New year and continued success
I never really have anything negative to say about the Hoilday Inn. Even if have an issue like the TV not working properly, they have always honored my request of sending someone, and also the staff is friendly and professional. Though depend ing on your accommodation taste, it may not have the glitter and gold, but I rather have a professional and genuine staff. Much love and respect to the Pensacola staff and Happy New Year !
Stayed 2 nights in Dec 2023
Response from Andrew on Jan 3, 2024
Thank you for the awesome rating. We are delighted that you enjoyed your stay with us, we take pride in going above and beyond to service our guest. I will be sharing this awesome review with the staff we hope to service you again in the future.

10/10 Excellent

Mayte

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 3 nights in Dec 2023
Response from Customer Care Team on Dec 30, 2023
Dear Guest,We appreciate the awesome feedback that you provided. It's great to be on the receiving end of such a wonderful rating and we hope you had an exceptional stay with us. Do let us know if you have any suggestions on how we can make things even better for our guests. We look forward to your next visit! Best Regards,Customer Care Team

10/10 Excellent

Devin

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Nov 2023
Response from Andrew on Dec 18, 2023
Thanks for the wonderful rating, We are glad to hear that you enjoyed your stay with us

10/10 Excellent

Kenneth

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023
Response from Customer Care Team on Dec 6, 2023
Dear Guest,We appreciate the awesome feedback that you provided. It's great to be on the receiving end of such a wonderful rating and we hope you had an exceptional stay with us. Do let us know if you have any suggestions on how we can make things even better for our guests. We look forward to your next visit! Best Regards,Customer Care Team

10/10 Excellent

Carina

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
One of the best hotels I’ve stayed at. They had everything that I needed in the room and breakfast every day with a large selection of items to eat and drink. I loved it, would definitely stay again!!!!
Stayed 4 nights in Nov 2023
Response from Andrew on Dec 6, 2023
Thanks for the wonderful rating, We are glad to hear that you enjoyed your stay with us, and our breakfast. We look forward to your next stay with us.;l

10/10 Excellent

Emily

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Nov 2023
Response from Andrew on Nov 16, 2023
Thanks for the wonderful Rating, We are glad to hear that you enjoyed your stay with us while here in Pensacola.

10/10 Excellent

Thomas

Great stay
Stayed 1 night in Nov 2023
Response from Holiday Inn Express Management on Nov 8, 2023
Hi Thomas,We are excited to receive your rating! Thank you for taking the time to leave it. It was our pleasure to service you. We hope to see you again soon!

10/10 Excellent

ABRAHAM

Liked: Cleanliness, staff & service, property conditions & facilities
Great customer service
Stayed 3 nights in Oct 2023
Response from Andrew on Oct 30, 2023
Abraham, Thanks for the wonderful rating, We are glad to hear that you enjoyed your stay with us.

10/10 Excellent

Morgan

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Oct 2023
Response from Andrew on Oct 30, 2023
Thank you for the awesome review! We are so glad that our staff was able to make a great impression on you! We will let them know. We hope to see you again!

10/10 Excellent

Brittany

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 4 nights in Oct 2023
Response from Customer Care Team on Oct 25, 2023
Dear guest, We are glad to hear back from you about your recent stay with us. While you didn't say much in your review, we hope that you had an awesome time and that you were comfortable in your room. Thanks for choosing to stay with us and we hope to see you again soon. Best Regards, Customer Care Team

10/10 Excellent

Jennifer

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very Good Hotel
Clean, kind, easy. Good hotel, great service.
Stayed 3 nights in Oct 2023
Response from Holiday Inn Express Management on Oct 25, 2023
Hi Jennifer,How awesome to know that we were able to accommodate you during your visit. We hope to see you again soon!

8/10 Good

Karen

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The room was clean and the decor was pleasant, the bed was very soft and cozy.
Stayed 1 night in Sep 2023
Response from AGM on Oct 17, 2023
Hi KarenThank you for staying with us. We are excited to hear that we were able to meet your expectations! We hope to see you again soon!

10/10 Excellent

Mark

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff was extremely professional and kind during checkin. Despite a lizard in the room I was to be assigned, they were great at accommodating my arrival.
Stayed 1 night in Oct 2023
Response from AGM on Oct 17, 2023
Hi Mark,What an awesome review! We are so glad to hear that the staff made such a great impression on you. We pride ourselves in guest satisfaction so to hear that the team is exceeding expectations is a joy. We have shared your comments with them as well. We hope to see you again on your return to the area!

10/10 Excellent

Chris

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great place to stay, friendly staff
The hot tub not working was disappointing, but as always the breakfast was amazing.
Stayed 1 night in Oct 2023
Response from AGM on Oct 17, 2023
Hi Chris,What an awesome review! We are so glad to hear that the staff made such a great impression on you. We pride ourselves in guest satisfaction so to hear that the team is exceeding expectations is a joy. We have shared your comments with them as well. We hope to see you again on your return to the area!

10/10 Excellent

Richard

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities
The folks that checked us is, really appreciated Shardays professional and friendly attitude.
Stayed 2 nights in Oct 2023
Response from Holiday Inn Express Management on Oct 11, 2023
Hi Richard,What an awesome review! We are so glad to hear that the staff made such a great impression on you. We pride ourselves in guest satisfaction so to hear that the team is exceeding expectations is a joy. We have shared your comments with them as well. We hope to see you again on your return to the area!

8/10 Good

Fred

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Oct 2023
Response from Holiday Inn Express Management on Oct 6, 2023
Hi Fred,Thank you for staying with us. We hope to see you again soon!

8/10 Good

David

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Sep 2023
Response from Customer Care Team on Sep 26, 2023
Dear guest, We are glad to hear back from you about your recent stay with us. While you didn't say much in your review, we hope that you had an awesome time and that you were comfortable in your room. Thanks for choosing to stay with us and we hope to see you again soon. Best Regards, Customer Care Team

6/10 Okay

Kaylee

Travelled with family
Stayed 2 nights in Sep 2023
Response from Holiday Inn Express Management on Sep 20, 2023
Greetings Kaylee,Thank you for staying with us. We are sorry to hear that we failed to meet your expectations. Guest satisfaction is our number one priority so we value your feedback. It is our hope that you will give us another try in the future.

10/10 Excellent

Karla Renae

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The breakfast was delicious with nice options and the staff were super nice. The location of the hotel is good because it was about 10-20 minutes from a lot of places.
Stayed 3 nights in Jul 2023
Response from Andrew on Sep 18, 2023
Karla, Thank you for your wonderful rating! We are glad you enjoyed yourself. We hope to see you again!

10/10 Excellent

Timothy

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Sep 2023
Response from Customer Care Team on Oct 28, 2023
Dear guest, We are glad to hear back from you about your recent stay with us. While you didn't say much in your review, we hope that you had an awesome time and that you were comfortable in your room. Thanks for choosing to stay with us and we hope to see you again soon. Best Regards, Customer Care Team

2/10 Terrible

James

Stayed 7 nights in Aug 2023
Response from Customer Care Team on Sep 27, 2023
Dear guest, we are so disappointed to read your experience with us. We aim to provide a top-notch stay for all our guests, so we sincerely apologize that we did not achieve that goal on your visit. We hope that you will give us another chance to restore your faith in our hotel and hospitality. Please do feel free to connect if there is anything we can do to help. Thanks again.Best Regards,Customer Care Team

8/10 Good

Yolanda

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Sep 2023
Response from Andrew on Sep 4, 2023
Hi Yolanda,Thank you for your rating! We hope to see you again!

8/10 Good

Ann

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff is great. My room was great. The area. (Outside of the immediate hotel) was not great and that is out of their control.
Stayed 1 night in Aug 2023
Response from Andrew on Aug 30, 2023
Ann, Thank you for your wonderful rating! We hope to see you again!

10/10 Excellent

Christine

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 5 nights in Jul 2023
Response from Holiday Inn Express Management on Aug 3, 2023
Hi Christine,Thank you for your wonderful rating! We hope to see you again!

8/10 Good

Robert

Liked: Staff & service, property conditions & facilities
This is completely adequate if your in town on business, visiting the military installation, or just passing through. Nothing about it is terrible, nothing about it is great. It’s completely adequate…oh and elevator is slow
Response from Holiday Inn Express Management on Jul 31, 2023
Hi Robert,Thank you for taking the time to leave us your honest review. We are glad you stayed. We hope to see you again soon!

10/10 Excellent

cathy

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 4 nights in Jul 2023
Response from Holiday Inn Express Management on Jul 28, 2023
Hi Cathy,Thank you for staying with us. We are excited to hear that we were able to meet your expectations! We hope to see you again soon!

8/10 Good

Rena

Travelled with family
Towel tyrants
They make you check out towels at the front desk and sign them back in after use… rather disappointing for a decent hotel
Stayed 3 nights in Jul 2023
Response from HIE Management Team on Jul 18, 2023
Greetings,Thank you for staying with us. Unfortunately, due to so many of our pool towels going missing we had to figure out a way to keep track of pool towels for our guest. I would like to apologize for the inconvenience that this may have caused for you! We are working diligently to come up with a better plan, that may be more accommodating to our guest. Please know that your feedback is extremely valuable to us. We use feedback such as yours, to constantly evolve and make our hotel better. We hope you allow us the chance to service you in the near future!

10/10 Excellent

Stephen, St Petersburg

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
The breakfast area was very good. The woman in charge of it was great 👍
Stayed 3 nights in Jul 2023
Response from Holiday Inn Express Management on Jul 13, 2023
Hi Stephen,Thank you for the awesome review! We are so glad that our staff was able to make a great impression on you! We will let them know. We hope to see you again!

6/10 Okay

Deborah

Travelled with family
Disliked: Property conditions & facilities
The pool was not cleaned. lots of leaves in it
Stayed 3 nights in Jul 2023
Response from Holiday Inn Express Management on Jul 11, 2023
Greetings Deborah,Thank you for letting us know about your recent stay. We are sorry to hear that the pool was not up to your standards. We will reach out to our pool company to ensure that they address this issue. Thank you for letting us know.

10/10 Excellent

Alondra

Liked: Cleanliness, staff & service, property conditions & facilities
The hotel was nice and clean and the room was spacious, but if you’re planning on going to the beach be prepared to drive at least 15-20min with no traffic. Other than that it was nice!
Stayed 3 nights in Jul 2023
Response from Holiday Inn Express Management on Jul 11, 2023
Thank you for taking the time to leave us your review. We are glad to hear that we made a great impression on you. We hope that you come visit us again soon!

2/10 Terrible

Mike

Travelled with partner
Disliked: Cleanliness, staff & service, property conditions & facilities
Wife got injured, trying to cancel room in the morning and was told we still had to pay for the room. Had to leave and get her to the doctor by our home.
Stayed 3 nights in Jul 2023
Response from Holiday Inn Express Management on Jul 11, 2023
Greetings valued guest,We are sorry to hear about your wife. We hope that she is doing well. Unfortunately, since booked through Expedia, you will need to discuss your reservation with them. Our reservation through the 3rd party stated that you must stay 3 nights to receive the discount that you were given. Thank you for letting us know.

10/10 Excellent

KAREN REY

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities
Property was clean and comfortable. Breafast was better than average
Stayed 3 nights in Jul 2023
Response from Holiday Inn Express Management on Jul 11, 2023
Hi Karen,Thank you for staying with us. We are so glad that you choice us as your accommodation local. We hope to see you again soon.

6/10 Okay

Lisa

Travelled with family
Saw a couple ants in our room. We only stayed one night. In my opinion it wasnt worth the money but i needed a hotel
Stayed 1 night in Jul 2023
Response from Holiday Inn Express Management on Jul 5, 2023
Greetings Lisa,We are very sorry to hear that we dropped the ball on your stay. We have placed this room on our pest control log to have it serviced. Thank you for letting us know. We take guest feedback to heart and hope that you will give us another try in the future.

6/10 Okay

Sharmane

Travelled with family
Liked: Staff & service
Staff was accommodating and very nice. But bathtub drained very slow. Air conditioner continously kept running.
Stayed 3 nights in Jun 2023
Response from Holiday Inn Express Management on Jul 4, 2023
Hi Sharmane,Thank you for staying with us. We are glad to hear that the staff was able to make a great impression on you. Thank you for letting us know about your AC issue. We have reported this to our maintenance team so that they can access this. We hope you come back to see us again.