Holiday Inn Express Pensacola Beach, an IHG Hotel

We booked a 5 night stay for this October for our honeymoon. We specifically booked a suite as their website says and I quote by copy and pasting from their site "Every suite at our Pensacola Beach hotel boasts a balcony with a beautiful view of the Gulf of Mexico. Connected to a separate living area, these suites have two full bathrooms and include a Jacuzzi tub, sleeper sofa, easy chair, microwave and refrigerator. All non-smoking." HOWEVER, all of their suites DO NOT include 2 bathrooms or a Jacuzzi tub, as I soon learned after booking when viewing photos of our room on the IHG app. I called 2 different people, one from the hotel and another general customer service representative and they both confirmed that our suite does NOT have a Jacuzzi tub in it, nor 2 bathrooms, and some rooms don't even have a bathtub in them, only a shower. I told them that their website specifically stated the words above under their Rooms & Suites page, and that it was false advertising as I made my decision to book with them believing I'd be receiving the services & amenities that they stated they provided. All I got was a "sorry". Our room should be discounted at the least, as we are paying almost $2,000 for 5 nights while not getting the features we booked for. On top of that, IHG needs to fix their website to accurately reflect what rooms include, and not lie about it to customers. Noteworthy details: Website does not accurately describe what is included or not included in all rooms & suites.
Apr 9th, 2024

Apr 7th, 2024

Great hotel. Clean, comfortable and right on the beach. Breakfast is tasty, staff are polite, helpful and professional. Would definitely recommend and stay here again. Only negative is that the room walls are a bit thin so if you have noisy neighbors, youll hear them. Walkability: Close to great seafood restaurants and the walk to the beach is not even 2 min
Apr 2nd, 2024

Apr 2nd, 2024

Beautiful location and views. Very nice staff and decent breakfast (Holiday Inn Express standard, don't expect anything else, but it's included). The only downside is how noisy the air unit is if there's wind outside (even with the unit off) and also how noisy is the bathroom fan (omg! so so loud!). Also room isolation isn't perfect, so you hear your neighbor TV (and him laughing, he was having a blast! )
Apr 2nd, 2024