Holiday Inn Express Pembroke

Recent Reviews: 223

• User:deathracer

  Trip type: Business

  Returning after 11 years and I like it even more

  22 May 2026

  I returned to the Holiday Inn Express Pembroke after 11 years. There have been a few updates since then and overall, the excellent quality of this property has been maintained to a high standard.What's improved even more; the staff engagement, friendliness and helpfulness. ALL staff had such a great positive attitude!!This time, I was in a bigger suite with a kitchenette area. Although these suites have connecting room doors, those doors appear to be heavy steel construction and I never heard anyone. (the room was very quiet).Liked:- Bed Comfort- HVAC system- Updated high def. TV- Extremely clean- Large breakfast area with adjacent lounge area

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• User:traveller973

  Trip type: Business

  Very good hotel et this price point

  30 Nov 2025

  This was a surprisingly good stay. Excellent value, modern good size rooms. Very friendly staff and overall a positive experience

• User:shubhcharmie

  Trip type: Business

  Very bad experience for being a loyal customer to Holiday Inn Pembroke.

  22 Oct 2025

  Reserved a room for two nights for business purpose. On first night on arrival found that no power available. Hot staff still wanted me to check in dark room without power otherwise I lose reservation for one night. Being a good customer to IHG/Holiday inn went back on 2nd day to stay for two nights. Still This property management charged me for a night i did not stay/check in due to power unavailability. There is no respect for being a loyal gold elite IHG member at this property. IHG Service, Owner at Holiday Inn Express Pembroke By IHG, responded to this review Hello shubhcharmie,Thanks for choosing IHG Hotels and Resorts for your lodging needs and for sharing feedback. We appreciate and thank you for your loyalty as one of our IHG One Rewards Gold Elite members. We offer a simple and engaging place to rest. However, I am sorry for what happened during your stay. The team learned about your review. The team will make the needed improvements to deliver complete guest satisfaction.In line with this, do know that I sent a private message to further reach out to you. I hope you find your way back to us should your travels bring you again to the area for a chance to make your stay better than the last.Best,Ronald R.Case ManagerIHG Hotels and Resorts Service

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• User:Joanne D

  Trip type: Solo travel

  GAVE ME THE WRONG ROOM AND CHARGED ME A PET CLEANING FEE!!!!!!!

  23 Aug 2025

  I called on the evening of July 21st for a room and told them I was travelling with my dog. The front desk attendant said that they had a room for me and I told them I should be there in about 20 minutes. Upon arrival I checked in and asked them why they needed all of my information as I was an IHG member and it should be on file. They told me they could not find me under my name so I told them to look under my wife's name and they found it. I told them that my wife had passed away late last year and I did not have a chance to change the profile. Once booked in, I then walked my dog past the front desk in plain view of the attendant and went to my room.Later in August I received my Visa statement and noticed that the charges at the Holiday Inn in Pembroke were unusually high. I called the hotel and the person (Sabrina) I dealt with told me that I never told them I had a dog and that is why they charged me for the extra cleaning for the room. She also added that when I checked in I told the front desk attendant that I had two dogs but my service dog passed away. After which I replied I have travelled extensively through North America and always told the Holiday Inns that I stayed at that I travelled with a dog. I told her to check my previous stays and I mentioned several. I also told her to call my vet to see if I ever had a service dog. She replied that Michelle or Lorraine (manager and head of housekeeping) would get back to me on Monday. No one called me and when I called back, Sabrina told me I could talk to the front desk attendant who took my reservation. If I wanted to sneak my dog into a "non dog" room I don't think I would have brushed her and left the hairs in the garbage can in that room. I would never stay at an IHG hotel again as their are other chains out there that would not charge you if they make an error. I travel down South every year and I stayed at IHG hotels at least 4 times a year but this is it. IHG Service, Owner at Holiday Inn Express Pembroke By IHG, responded to this review Hi Joanne D,We value you as an IHG One Rewards member, and we appreciate your stay at the Holiday Inn Express Pembroke.Our hotel aims to provide a family-friendly place. I'm sorry that's not the case this time. I have shared your comments with our hotel team to improve our service. I have also sent you a private message to discuss this situation further.We look forward to having the opportunity to restore your confidence in our hotel.Best regards,Sarah S.Case ManagerIHG Hotels & Resorts Service

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• User:Nicole_0420

  Trip type: Couples

  Terrible experience!

  24 May 2025

  I had a very terrible experience at this hotel. I have stayed in many Holiday Inn Express’s and never had a stay quite like this! I just want others to be warned to it doesn’t happen to them. **Especially if you have kids**I will try to make this long story short because a lot transpired over my 2 night stay. After travelling 4 hours to get to the hotel, we settled in, then my husband and I went out for dinner then we went to check out Pembroke. We got back to the hotel in the later evening. So around 12am I went to have a shower before bed. I put on my face wash and makeup remover etc on my face before I got in the shower, like I normally would. The water was so hot! No matter how you turned the shower control faucet! The temperature went from boiling hot water, to lava hot water. No exaggeration! It scalded me!!! I couldn’t get the soap out of my eyes, so I jumped out of the shower and tried to go to the sink, that was also boiling hot! I had no choice but to put that on my face because my eyes were stinging! My husband quickly grabbed a cold bottle of water and I put that all over my face to try to rinse off the soap, wash my eyes out and cool my face down. I was so upset and confused to what was going on. I also have a disability where I’m in chronic pain and having colder showers helps. Well this did the complete opposite! It made my pain a million times worse and ruined my semi permanent makeup as well. I went down to the front desk around 12:30-1am to tell them what happened. The man at the front desk said he had no idea what was going on, he offered to open up another room for me to have a shower and was very concerned and caring! He wasn’t able to move our room because there was no king size suites left. I told him it’s okay, I’m just so tired, I just wanted to go to bed, I will wait till the morning until the maintenance man comes. At 7am sharp I had a knock on my door, while we were still sleeping (with a DND sign on my door) and I got no sleep during the night after that whole ordeal. Anyways the maintenance man was super nice and explained to me it’s working now but a temporary fix. He said it’s going to be a big job to fully correct it, something about a pipe was bent causing no cold water to flow to the room. I was told the manger Lorraine would be in at 9am and I could talk to her. So I went down at 9am to talk to her. After I explained everything that transpired I honestly felt like she didn’t really care what happened to me. I had to ask her for compensation she didn’t even offer, I had to ask! I was under the assumption after our conversation that 1 night out of the 2 would be taken off my bill for what happened! Well I couldn’t have been more wrong, when I went down the next morning the check out, I was only being reimbursed 50% off ONE night $122.81! (That amount won’t even cover to fix my semi permanent makeup that got ruined) I felt like that amount was a joke and a slap in the face. At the end of the day It’s not even about the money, it’s what’s right and what’s wrong. If someone has an experience like that at your hotel even though it’s something that happened beyond your control. You do what you can to make it right and make the customer feel better. It’s not like I was even asking for the whole stay, I thought 1 night was fair after what I endured. Also this manager Lorraine was awful to deal with!! No empathy, no care and just plain miserable and nasty. I even said “I’m just glad it happened to me and not some little kid” she responded with attitude saying “Well it wouldn’t have happened to a little kid it was at 12am!!” I also told her I was writing a Google review about my experience and she said “Go ahead and do so! Have a great day!” Then walked away from me to her office and left me standing there in the lobby with the front desk staff, while people stared, it was so embarrassing. A lot more was said but you get the picture. I found her behaviour so unacceptable especially being a manager. I feel in my opinion she treated me that way and didn’t care if I wrote a Google review was because the location of this hotel, besides this one and the Best Western there is no other options, so she knows either way she will get the business and doesn’t care. So if you have an issue with this hotel and have to deal with her… good luck! I do have to say the rest of the staff at this hotel were awesome!! Right from the cleaning staff, front desk staff, kitchen staff, maintenance and so on. They were so nice, friendly, professional and great to deal with. Also, if you’re going there thinking you’re getting an ‘updated’ room with USB outlets to charge your devices, like all the other Holiday Inn Express’s I’ve stayed at. They don’t, so make sure you bring your bricks to plug in. My king size suite didn’t even have something as simple as a hook on the back of the bathroom door to hang anything either. I would never stay here ever again, I would seriously rather camp outside. This place definitely needs new management and maybe I would consider coming back or recommending it to other people. IHG Service, Owner at Holiday Inn Express Pembroke By IHG, responded to this review Hi Nicole_0420,We appreciate you choosing the Holiday Inn Express Pembroke for your leisure stay. We aim that our guests are comfortable and would have a lasting impression of the brand, and I'm sorry for the issues you encountered with us. It is not what we strive for at IHG Hotels and Resorts. Your comments will not go unnoticed, as I have shared them with our management teams. I know they appreciate your sharing your experience, and I am confident they will take steps to ensure the necessary guidelines are in place to stop this from occurring again.I have sent you a private message to discuss this further.I hope we'll remain your dependable choice, as we promise to make your stay more memorable and exciting.Yours in hospitality,Melissa PCase ManagerIHG Hotels & Resorts Service

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