Holiday Inn Express & Suites Naples Downtown - 5th Avenue, an IHG Hotel

We enjoyed our stay, mainly due to Neela at the front desk (don't know if I spelled her name right, maybe Nela?), but she was always there, always with a smile, and always ready to help.examples: the coffee was out, when I mentioned it to her she rushed off to get more coffee; it looked like it might rain on our way home and our luggage was in the back of our truck, so she got us some big trash bags to put our overnight bags in. She went way above and beyond - Thank You! My daughters room overlooked the parking lot and they said it was quiet and they saw some cute racoons running around late night. My room was over the pool and some people stayed out there very late so there was some noise, but hey, everyone was vacationing and having fun, so grace is allowed. The breakfast was good and constantly replenished, the bacon always ran out quick, and they always brought more out. The hotel is dated in a few places but very clean. I think some people expect too much from an Express hotel, but I stay in a lot of hotels and this is a good one. I will be staying here again and would definitely recommend to anyone who asked.

The staff at this hotel-the front desk staff (especially Lori), the breakfast staff, and the ladies who cleaned my room daily provided superb and above-par customer service. The staff are friendly and respond quickly to any guest's request. The simple fact is that I have had many long stays in hotels because of my work-this is THE HOTEL you want to stay at when in visiting Naples, FL. They have a pool, whirlpool, tikibar (right at the pool), and a very nice gym. They serve a hot breakfast which is varied during the week. Again I cannot thank the staff of the Holiday Inn Express for a relaxing and enjoyable stay. Thank you all.

Customer service was wonderful
Rooms could use better beds
Out air conditioner was so loud
We had to call 4x to have help do we could sleep

I was set to stay here October 5th through 8th. Once in the room, I found some bugs living around the multimedia center under the TV, I had called the front desk to complain and was told a professional fumigator would be out shortly to take care of this problem. Shortly after I found out the "fumigator" was the night maintenance man with a pump spray bottle of "Ortho Home Defense". He sprayed the wall and then just walked out of the room without saying anything. Shortly after, I had some food that I put on the table a couple feet away. Out comes pouring bugs. I went back to the front desk to try and move rooms. No rooms available. The next morning I went back to the front desk to try and check out early and go to a different hotel. I was fine paying for a single night because that's what I stayed. I ended up having to pay for 2 hotels because Holiday Inn wouldn't give back my money for the remainder of nights that I did not stay in the bug trap. Thanks Holiday Inn for the top class bug retreat.

We went here for my husband's daughter's wedding. The room was perfect. Not too small or big. Came with a microwave and fridge. Nice place. My only complaint was we had to go and ask the customer service to have the ladies clean our room. Meaning we needed more towels, for some reason they kepted skipping our room, then! One of the ladies I'm sure by accident put shampoo in the conditioner bottle, so I washed my hair twice
I had brought own things so I used mine instead. Other than that, Dave that ran the tiki bar by the pool was the nicest bar tender and attentive server in the entire place! He made us laugh, and would talk to us and tell us about the hotel and just was an all around super fly guy! He stayed open later for us, made our drinks super yummy! We were glad to have him most of the days we were there. Super great guy! I recommend a raise for his superb job! We'd order from him and he'd serve us poolside, jacuzzi side, where ever u were sitting or enjoying yourself, he came over to you and took care of business with a huge smile and would make sure you were all set! The best person in the place, and I hope he gets recognized for his compassion for his work. I'd like to see him get it in his paycheck. It's most deserving. Great people and help are hard to find. Dave deserves it! ️
But we were frustrated with some of the front desk help, they didn't understand us and only made the situation frustrating. We met Priscilla and she seemed nice but she couldn't find our name for the extra day we booked the room for. We were part of the wedding party, so we had the room for 3days with the wedding venue, and we had to rebook the 4th night we were there, and they wouldn't accommodate the same discount as the 3days before. We weren't impressed by that at all, other than Priscilla trying to understand what we were trying to say, it did bother us that we had to keep asking when someone was gonna bring more towels and things. It was kinda frustrating cause the cleaning people were right there on our floor, ita like they skipped us on purpose, we told them and asked them for more, Danielise, one of the cleaning ladies cleaned our room before we got there. And I wanted new sheets at first, I found some marks, dirty marks on the sheets and nobody ever came to change them. Very frustrating. There should be employees there that can understand English, and if they can't, they need to have an interpretation there of some sort. When trying to check out and explain what's going on, they act like they know what you're saying. And they don't, sorry Priscilla, for being a manager that doesn't settle nicely with me. We had to leave cause our plane was gonna be taking off in less than couple of hours and still had to get to the car rental to drop off car. Easiring car rental is a joke don't ever use them! They are another story, rude and don't care.
Hoping the next time we come, we don't have such a difficult time explaining our concerns to the manager that didn't or couldn't understand what we were trying to say. She was only concerned about if we paid our bill or not. So that being said, it wasn't about how we enjoyed our stay
. It was about if we paid for the room, our last night. NOT COOL AT ALL!

There is no reason the hotel is called "downtown". It is not. It's in the outskirts. Some rooms have a door to the room next to it. Try and avoid such a room as there is a lot of noise going through that for from your neighbor. I heard their television all night.

The blackout curtains wouldn't close and the room I stayed in was in front of the pool and the sheer curtains were see through and made the stay uncomfortable. Construction guys hung out in the lobby area a majority of the night and were really loud. I booked a two night stay through IHG using points. I only stayed one night and was good by the lady at the front desk to contact them about getting the remaining points refunded. The front desk person lied and said I stayed both nights and as a result IHG refused to refund me my points even after I showed them the airport rental receipt for the car I rented as a form of proof. Don't stay hereand if you just have to, be sure to get a receipt from the front desk. I will never book a stay here again.

Priscilla is trash! She should not have a general manger spot. I spoke with the bbb and they are under investigation for many reason. Stay away from this hotel and her. She don’t care about anyone. They don’t return calls or emails. She won’t have a job very long

The front desk employees are forced to lie due to the incompetent, dishonest, and rude manager employed at this location. The woman who checked us in was very nice however everything went downhill after we entered a room that smelled like a zoo.

Horrible hotel. Our room was hot and ac couldn’t be adjusted. Lazy staff and even worse customer service. Not willing to help in any shape way or form.

Does anyone answer the phone here? ! We have tried calling numerous times and can never reach a live representative. The phones keep on ringing until you are disconnected. What a mess.

I can’t speak poorly on behalf of Holiday Inn Express as I have visited many establishments over the years and have never had a problem. This location in Downtown Naples should be shut down, fumigated, and reopened again after multiple inspections.

We should have looked at the room before paying. Absolutely horrible. I asked to speak to a manager but apparently they work remotely and not on the property.