Express Inn & Suites

Minus five stars! Rent a room somewhere else. Go anywhere but here. I have never had such a horrible experience. I am a Doctor and as such I travel frequently. I have stayed in many hotels. As we all understand if you pay for something that is what you get. Express Inn Decatur does not do that. They do not provide what you pay for. That is fraud. There are no hotel staff present at this location. If you call the front desk from the room the call does not go through. I had left my phone at one of my clients. By the time I returned to the room, a little more than an hour after I had checked-in, I noticed the room was missing several key amenities. I had to lookup the hotels contact info on my phone. The call goes to a standard computer greeting and they do not provide an option to speak with reception. After clicking the best option, "booking", I was finally able to speak with someone. I requested that the amenity be brought down to my room, but there are no staff present. The kiosk in the main lobby, in which you have to use to check in, provides a screen with someone somewhere, but not at the hotel. It looks like they are not even in the United States; Just some rich gentleman from India where the sun has not set despite it being locally dark outside. I asked for a refund or a discount. The kiosk gentleman tried to reach his boss. This took some time. The kiosk gentleman, in a strong Indian accent, "This is not our policy[...] No refund. [And] Since you used the room for many hours you can checkout now and I'll give you a 50% discount." I tried to explain to him that only 2 hours had elapsed since I checked in and that the room was clean, but he basically said take the discount and leave now or pay the full price. I asked to speak with his boss and he said that he would call me. Its been several hours and no call. I wrote this the night of the occurrence while waiting in the cold parking lot. I ended up driving to the big city to stay in a better hotel. I will be reaching out to the Better Business Bureau in an effort to support my claim of business fraud and to pursue a swift resolution. I advise the reader to avoid this business.

We were greeted by a desk clerk on computer screen. He could have been in China or India for all I know. The room stank like a pile of wet towels had been left there for a week, probably due to the cracked bath tub. Cracked bath and toilet base. The toilet rocked when you used it. We took out life in our hand when we took a shower because the tub was so slippery. The WiFi didn't work, although it connected, and the metal bed base sounded off like thunder whenever my husband rolled over. He's a big boy. To be fair, we didn't contact the desk about the stink, because we are old, disabled and had had a long drive and had to carry our bags a long walk up the hall to the room. We didn't discover the cracked bath and toilet until we went to take a shower, at which point we were unpacked and undressed and disinclined to get dressed and repacked and find another room. The free coffee tasted like dirty socks.

Don't count on anything. Not even the room you reserved. And they will LIE about why the room isn't available! There is NO one on one contact. Just some shmo on a kiosk screen (not in focus) that looks up to check everything. Annoying! Your receipt will come out of a slot, your room pass out on of another. You in must take two. But, do it because one may stop working in a few hours! Get ready for, "Your can't have that room because we found a defect." Really? Lie #1. If I hadnt to thought about coming up a day earlier and checked to see that same room WAS available, I may not have known. So why didn't you fix it Monday? BTW- they say there is a 24 window in each room between occupancies. Lie #2. Can't be too many construction workers staying there too. So NO handicap rooms now. Going to give me a plain room with 2 beds. Is one a queen size I reserved? No. Okay, find one with queen. So, he gives me a room and key cards with 2 queen beds. Just the beginning. I trek down the hall, open the door and ALL of the lights are on. Two beds that had been slept in but obviously never cleaned. Just inside the door on the sink is a garbage bag full off the remains of carry out food. This room has never been touched. Back to the front and screen-man! Huh? So I have to explain it 3 times. While he's looking up at his screen. Another room. Now no handicap and no queen. NOT what I reserved; NOT the confirmation; and NOT a clerk that gives a crap! The lobby has an L shaped counter that is totally shielded in plexiglass. The lack of personal contact is really overwhelming. Not only do they want to see your identification (military ID is no good), they scan and record it! Even though you have given credit card info to reserved the room, they want to scan and record it. NOT a good idea. My VISA is a newer type that has ALL of the info on the back! That means these people now have not only your card and signature copied, they have your CVV number. Not something you want to do! Stay away from this place. RUN away from this place. In the long run it is not a bargain. Sad