Exterior

Reviews of Holiday Inn Express Surprise, an IHG Hotel

2.5 out of 5
Holiday Inn Express Surprise, an IHG Hotel
16540 N Bullard Ave, Surprise, AZ

Reviews

9.4

Exceptional

Rating 10 - Excellent. 732 out of 1011 reviews" "
Rating 8 - Good. 206 out of 1011 reviews" "
Rating 6 - Okay. 40 out of 1011 reviews" "
Rating 4 - Poor. 17 out of 1011 reviews" "
Rating 2 - Terrible. 16 out of 1011 reviews" "

9.6/10

Cleanliness

9.4/10

Staff & service

9.2/10

Amenities

9.4/10

Property conditions & facilities

9.4/10

Eco-friendliness

Reviews

10/10 Excellent

Greg

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Centrally located in Surprise and had a quiet and safe environment.
Stayed 4 nights in May 2024
Response from Emily FD on 27 May,2024
Dear Greg,Thank you for your positive feedback, we are thrilled to hear about your experience at our property it is thrilling to hear our location was convenient for you and glad to have met your expectations.We look forward to welcoming you back again in the future for another enjoyable stay!

10/10 Excellent

Ashley

Liked: Cleanliness, staff & service, property conditions & facilities
.
Stayed 2 nights in May 2024
Response from Emily FD on 27 May,2024
Dear Ashley,Thank you for your 5 out of 5 rating, it was our pleasure to have served you as our guest here at Holiday Inn Express Surprise and we look forward to welcoming you back again in the future!

10/10 Excellent

William

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Friendliness of staff and willingness to help
Stayed 1 night in May 2024
Response from Front Desk Agent on 26 May,2024
This is great news to hear! We are very proud of our staff of how we treat our guests and be able to accommodate them. We appreciate your feedback.

10/10 Excellent

Angeles, Norco

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Great customer service
Stayed 2 nights in May 2024
Response from Emily FD on 24 May,2024
Thank You for your positive feedback, we are thrilled to hear about your experience at our property, it is such a pleasure to have had you as our guest at Holiday Inn Express Surprise and we are glad to hear you encountered our friendly staff, we strive to provide exceptional service to each and every one of our guests.

10/10 Excellent

Richard, Medinah

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very friendly staff. Great service.
Stayed 6 nights in May 2024
Response from Emily FD on 23 May,2024
Dear Richard,Thank you for sharing your experience with us, we are thrilled to hear that we have met your expectations and delighted to hear you have encountered our friendly staff our staff strives to provide exceptional guest services to each and every guest as creating an enjoyable and memorable experience to our guests is our top priority. Thank You for choosing to stay at our hotel and we look forward to welcoming you back in the future!

10/10 Excellent

Keeley

Travelled with family
Liked: Property conditions & facilities
This was a clean, quiet hotel. The breakfast buffet was well tended and fully stocked. The front desk was helpful and registered us quickly. I do wish they had an alternative light source in the bathroom as it was super bright.
Stayed 3 nights in May 2024
Response from Emily FD on 22 May,2024
Dear Keeley, Thank You so much for your positive feedback, We are delighted to hear about your experience at our property and are glad to hear our cleanliness is noticed as cleanliness and providing a refreshing enjoyable and comfortable stay to all our guests is our top priority, We look forward to welcoming you back in the future, Thank You again for your feedback and for choosing to stay with us!

8/10 Good

Earl

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Room was clean and comfortable. Staff were friendly. Breakfast was very good with nice options. Easy parking. Would stay here again.
Stayed 3 nights in May 2024
Response from Veronica Fife (Front Office Manager) on 19 May,2024
Dear Earl,Thank you for staying with us at Holiday Inn Express. We are happy to hear that you enjoyed your stay. We hope that you visit us again soon.

10/10 Excellent

Celestino

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Property and room was well maintained. Staff was friendly. Breakfast was real good.
Stayed 4 nights in May 2024
Response from Veronica Fife (Front Office Manager) on 21 May,2024
Dear Celestino,Thank you for taking the time to tell us about your recent experience with Holiday Inn Express in Surprise. We appreciate the fabulous rating of 5 out of 5. We look forward to welcoming you back soon. Have a great day and safe travels.

8/10 Good

Mayra, North Hollywood

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in May 2024
Response from Emily FD on 15 May,2024
Thank you for your feedback and rating our hotel a 4 out of 5. We are glad to hear you had a positive experience during your stay. If there is anything specific that we can improve on to make your next stay even better, please let us know. We value your feedback and look forward to welcoming you back in the future!

10/10 Excellent

Jack

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent all around. Staff, food and Cleanliness.
Stayed 2 nights in May 2024
Response from Front Desk Agent on 11 May,2024
Hello,That is so great! We are pleased to hear you enjoyed your stay. Your feedback is important to us!

10/10 Excellent

john

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
EVERYTHING WAS PERFECT
Stayed 3 nights in May 2024
Response from Emily FD on 10 May,2024
Thank You for Your Positive feedback! We are glad to hear about your recent stay at our property, We strive to give all our guests an enjoyable and memorable experience and are delighted to hear we have met your expectations! Thank You for choosing to stay at our hotel and we look forward to welcoming you back in the future!

10/10 Excellent

Barbara

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed two nights. Lovely, comfortable, but on second day, had to ask twice for my room to be made up.
Stayed 1 night in May 2024
Response from Emily FD on 9 May,2024
Thank You for sharing your experience with us. We are delighted to hear that you found our hotel comfortable during you two-night stay. However, we apologize for the inconvenience you faced with the housekeeping service on the second day. Rest assured we will address this issue with our team to ensure that rooms are promptly and efficiently serviced for all our guests.We appreciate your feedback as it helps us to improve our services and provide a better experience for all our guests. We hope that this isolated incident will not deter you from choosing to stay with us again in the future. If you have any further feedback or concerns please don't hesitate to reach out to us directly. Once again thank you for choosing to stay at our property and we look forward to welcoming you back in the future for a more enjoyable stay!

10/10 Excellent

Nikki

Stayed 2 nights in May 2024
Response from Emily FD on 27 May,2024
Dear Nikki,We appreciate your 5 out of 5 rating, Thank You for choosing to stay at our property and we look forward to welcoming you back again in the future!

10/10 Excellent

Rance

Liked: Cleanliness, staff & service
Stayed 1 night in May 2024
Response from Emily FD on 9 May,2024
Thank You for your 5 out 5 rating we appreciate your positive feedback and are delighted to hear that you have enjoyed your recent stay at our property, we look forward to welcoming you back in the future again!

6/10 Okay

Carmella, Reno

Liked: Cleanliness, staff & service
Disliked: Amenities
Lousy Internet, keys didn't work. Thin walls! Too expensive for what I got!!
Stayed 4 nights in May 2024
Response from Emily FD on 9 May,2024
Thank You for your feedback, We apologize for the inconvenience you experienced during your stay at our hotel. We understand the importance of having reliable internet access and will work to improve the connectivity for our guests. We will also Adress the issue with the room keys to ensure a smoother check-in process in the future. Additionally, we will look into ways to minimize noise disturbance from neighboring rooms.Regarding the pricing, we constantly evaluate our rates to provide competitive pricing for the quality of service we offer. We appreciate your feedback and will take it into consideration for future pricing adjustments.Thank You for bringing these issues to our attention, and we hope we have the opportunity to welcome you back for a more enjoyable stay. Please feel free to reach out to our management team if you have any further concerns or feedback.

10/10 Excellent

Steven john

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I enjoyed my stay and would recommend the property to anyone.
Stayed 4 nights in Apr 2024
Response from Front Desk Agent on 6 May,2024
That is great news! We are so glad to hear you enjoyed your stay with us. We appreciate your feedback.

10/10 Excellent

Juan V, El Paso

Stayed 2 nights in Apr 2024
Response from Veronica Fife (Front Office Manager) on 4 May,2024
Dear Juan VThank you for staying with us at Holiday Inn Express in Surprise. We are delighted to hear you enjoyed your stay. We hope to welcome you back again soon.

10/10 Excellent

Cindy

Liked: Cleanliness, staff & service, property conditions & facilities
Your staff that took care of me upon my very late arrival was phenomenal.
Stayed 4 nights in Apr 2024
Response from v on 4 May,2024
Dear Cindy,Thank you for staying with us at Holiday Inn Express in Surprise. We are delighted to hear that our staff gave you phenomenal service during you late check in. I will pass the message along.

10/10 Excellent

Kimberley

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It's the small things. They had King size pillows on a King size bed. So, much more comfortable.
Stayed 3 nights in Dec 2023
Response from Veronica Fife (Front Office Manager) on 28 Apr,2024
Dear Kimberely,Thank you for staying with us at Holiday Inn Express in Surprise. We are thrilled to hear that you enjoyed your stay with and that you like our king pillows for our king beds. We appreciate you taking the time to let us know. We look forward to your next visit with us. Have a wonderful day and safe travels.

10/10 Excellent

James

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Clean, convenient and ample parking, excellent breakfast
Stayed 1 night in Apr 2024
Response from Emily FD on 24 Apr,2024
Thank You for your positive feedback about our property! We are Delighted to hear that our cleanliness is noticed as cleanliness is our top priority in providing a comfortable and memorable stay to all our guests, we are glad to hear you have enjoyed our amazing breakfast options. Thank You for choosing to stay with us, We look forward to welcoming you back again in the future!

10/10 Excellent

Aileen

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Everything was great! Convenient location with many shops and parks nearby. Clean and staff was good.
Stayed 2 nights in Apr 2024
Response from Front Desk Agent on 14 Apr,2024
Hello Aileen, We are so glad to hear that you enjoyed your stay with us. We take a lot of pride with our cleanliness and staff who make it consistent. We appreciate your feedback.

10/10 Excellent

Cesar, South Gate

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
.
Stayed 1 night in Jan 2024
Response from Emily FD on 13 Apr,2024
Thank You for your positive feedback! We are thrilled to hear you had a pleasant stay here at Holiday Inn Express Surprise. Thank You for choosing to stay at our hotel and we look forward to welcoming you back in the future!

10/10 Excellent

Patrick

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Close to anything in the NW Phoenix area. Streets are easy and not super busy out there in Surprise.
Stayed 4 nights in Mar 2024
Response from Veronica Fife (Front Office Manager) on 5 Apr,2024
Dear Patrick,Thank you for taking the time to tell us about your stay with us at Holiday Inn Express in Surprise. We are delighted to hear you enjoyed your stay and look forward to your next stay. We hope you have a wonderful day and safe travels. Thanks againVeronica Fife Front Office Manager.

10/10 Excellent

Bobbie

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Mar 2024
Response from Emily FD on 2 Apr,2024
Thank You for feedback! We are thrilled to hear you enjoyed your stay at our hotel and glad to have met your expectations we strive to ensure our guests have a memorable and enjoyable experience.Thank You for choosing to stay with us and we hope to welcome you back again in the future!

10/10 Excellent

Chris

Stayed 1 night in Mar 2024
Response from Veronica Fife (Front Office Manager) on 17 Apr,2024
Dear Chris,Thank you for staying with us at Holiday Inn Express in Surprise. We are glad you enjoyed your stay. Thank you for the perfect rating, we look forward to seeing you again on your next visit to Surprise.

10/10 Excellent

Sonny

Liked: Cleanliness, staff & service, property conditions & facilities
Great location for what I had to do. Friendly and polite staff
Stayed 2 nights in Mar 2024
Response from Emily FD on 28 Mar,2024
Thank You for your positive feedback and highlighting our staff's friendliness we strive to provide outstanding service to all our guests, we are glad to hear the location was convenient and comfortable for you! Thank you for choosing Holiday Inn Express in Surprise AZ As your home away from home!We look forward to serving you again!

10/10 Excellent

Blit

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great stay, clean and nice
Stayed 1 night in Mar 2024
Response from Jacob - Front Desk Agent on 24 Mar,2024
Hello, we are so pleased to hear that you enjoyed your stay with us! Our property takes much pride in our cleanliness and We will make sure to share this with the rest of our staff.

10/10 Excellent

Dexter, Carseland

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The hotel was new, the breakfast was great, we were with in a 10 minutes walk to the ball park for spring training. I left my cpap machine and they were kind enough to FedEx to me. Customer service was outstanding.
Stayed 2 nights in Mar 2024
Response from Sarah - Front Desk on 9 Mar,2024
Thank you so much for your wonderful feedback! We're thrilled to hear that you enjoyed your stay at our new hotel, found the breakfast great, and appreciated the proximity to the ball park for spring training. Providing outstanding customer service is our priority, and we're glad we could assist you with your CPAP machine and arrange for its safe return to you. We hope to have the pleasure of welcoming you back for another fantastic stay in the future!Best Regards,

10/10 Excellent

Jeanne, oakton

Travelled with family
Liked: Staff & service, property conditions & facilities
Very convenient for watching spring training baseball
Stayed 6 nights in Feb 2024
Response from Sarah - Front Desk on 7 Mar,2024
Thank you for your feedback! We're glad to hear that you found our location convenient for watching spring training baseball. We strive to provide a convenient and enjoyable experience for our guests, and we're delighted that you had a positive stay with us. We hope to welcome you back for another great visit in the future!Best Regards,

10/10 Excellent

Janet

Liked: Cleanliness, staff & service, property conditions & facilities
Clean and convenient
Stayed 1 night in Feb 2024
Response from Sarah - Front Desk on 7 Mar,2024
Thank you for your review! We're pleased to hear that you found our property clean and convenient. Providing a comfortable and convenient experience for our guests is our top priority. We appreciate your feedback and hope to have the pleasure of welcoming you back in the future!Best Regards,

10/10 Excellent

Ryan

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very clean room and hotel in general. Friendly employees :) My family really enjoyed staying here!
Stayed 2 nights in Feb 2024
Response from Sarah - Front Desk on 3 Mar,2024
Thank you for your wonderful review! We're delighted to hear that you found our hotel and room very clean, and that you enjoyed the friendly service from our employees. It's fantastic to know that your family had an enjoyable stay with us. We look forward to welcoming you all back for another memorable experience!Best Regards,

8/10 Good

Thomas

Stayed 1 night in Feb 2024
Response from Jacob - Front Desk Agent on 24 Mar,2024
Hello, thank you for much for your feedback. We appreciate what we can reflect on, and what makes us great. We are glad to see you enjoyed your stay.

10/10 Excellent

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Feb 2024
Response from Front Desk Agent on 19 Feb,2024
We are so glad to hear you enjoyed your stay with us! We hope to see you again soon.

10/10 Excellent

Mary

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Friendly staff, accommodating housekeeping crew, nicely maintained breakfast area, clean pool & hot tub, very comfortable room & bed!
Stayed 5 nights in Feb 2024
Response from Sarah - Front Desk on 18 Feb,2024
Thank you for the glowing review! We are so pleased that you enjoyed our property & it was such a pleasure to have you here. We look forward to being included in your future travel plans!Warmest Regards,

10/10 Excellent

Lanette

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great location. Staff was friendly and helpful. Allowed an early check in. Very clean rooms and well kept property. I highly recommend this hotel.
Stayed 2 nights in Feb 2024
Response from Sarah - Front Desk on 12 Feb,2024
Thank you so much for your glowing review! We're thrilled to hear that you enjoyed our great location, friendly and helpful staff, and clean rooms. We're glad we could accommodate your early check-in and provide a pleasant stay for you. Your recommendation means a lot to us, and we look forward to welcoming you back on your next visit!Best Regards,

10/10 Excellent

Barbara

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Weekend in Phoenix
Clean rooms, comfortable beds, friendly staff.
Stayed 1 night in Feb 2024
Response from Sarah - Front Desk on 12 Feb,2024
Thank you so much for your amazing review! We're thrilled to hear that you enjoyed our friendly staff and clean rooms. Your feedback means a lot to us, and we look forward to welcoming you back for a future visit!Best Regards,

10/10 Excellent

Lacy

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Feb 2024
Response from Sarah - Front Desk on 11 Feb,2024
Thank you for your glowing review of our property. We are so pleased to hear that you enjoyed your stay with us. We hope to welcome you back again soon! Thank you for choosing our Holiday Inn Express.Warm Regards,

10/10 Excellent

Larry

Business traveller, Travelled with partner
Liked: Property conditions & facilities
Very clean. Good value
Stayed 3 nights in Feb 2024
Response from Sarah - Front Desk on 11 Feb,2024
Thank you for your glowing feedback. We are so pleased to hear that you enjoyed your stay with us and that you found our property to be clean and of good value. We hope to welcome you back again soon! Thank you for choosing the Holiday Inn Express in Surprise.Warm Regards,

10/10 Excellent

Charles

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023
Response from Emily FD on 5 Feb,2024
Thank You for staying with us! Glad you enjoyed, Hope to see you again

10/10 Excellent

Carrie

Disliked: Staff & service
Stayed 1 night in Jan 2024
Response from FDA- Dianna on 31 Jan,2024
Thank you for your wonderful feedback! We hope that you enjoy your time here. Hope to see you back soon!

10/10 Excellent

Theresa, Sedalia

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Loved the help at the front desk for dining options!
Stayed 2 nights in Jan 2024
Response from Sarah - Front Desk on 29 Jan,2024
Thank you for sharing your positive experience! We're delighted to hear that our front desk team was able to assist you with dining options. Providing helpful and personalized service is always our goal, and we're glad we could enhance your stay. We hope you had a great dining experience and look forward to welcoming you back soon!Best Regards,

10/10 Excellent

Rex

Travelled with family
Liked: Property conditions & facilities
A bit pricey!
Stayed 1 night in Jan 2024
Response from Sarah - Front Desk on 29 Jan,2024
Thank you so much for the wonderful 5-star review! We are thrilled to hear that you had an excellent experience with us. Your feedback is greatly appreciated and serves as motivation for our team to continue delivering exceptional service. We look forward to welcoming you back for another fantastic stay in the future!Best Regards,

2/10 Terrible

Sarah

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 3 nights in Jan 2024
Response from Sarah - Front Desk on 29 Jan,2024
We're sorry to hear about your disappointing experience. Your feedback is important to us, and we would like to understand more about the issues you encountered so we can address them promptly. If you could kindly provide additional details or reach out to us directly, we would greatly appreciate the opportunity to make things right. We value your input and hope to have the chance to improve and better serve you in the future!Best Regards,

8/10 Good

Charles

Stayed 2 nights in Jan 2024
Response from FDA- Dianna on 23 Jan,2024
Thank You For Your Stay!

2/10 Terrible

Paul

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Jan 2024
Response from Front Desk Agent on 21 Jan,2024
Hello, we are very sorry to see you did not enjoy your stay. If you could please provide more information so we are able to find a way to make your next stay with us more enjoyable!

10/10 Excellent

Kenneth

Travelled with family
Liked: Property conditions & facilities
Was a great experience I will be back
Stayed 2 nights in Jan 2024
Response from Sarah - Front Desk on 20 Jan,2024
Thank you for your raving review! We would be so pleased to welcome you back for another amazing stay. Safe travels & warmest regards,

6/10 Okay

Elsa

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I did not like the $75.00 per night for incidentals as this was not communicated to me upon check in. It was only after i checked my credit card statement was i made aware of the $600.00 hold (i.e 8 nights). This info should be placed on the website or promptly communicated to the guests. I will update again depending upon how soon the hold is released on my c/c
Stayed 8 nights in Jan 2024
Response from FDA- Dianna on 16 Jan,2024
Incidentals of 600 has been released day of Checkout on 01/15/24

2/10 Terrible

CHRISTY

Stayed 2 nights in Nov 2023
Response from NC on 17 Jan,2024
Good Morning ,We appreciate your feedback and value your opinion. Please feel free to share specific details so we can address any concerns you may have.Sincerely,Nahla C.

10/10 Excellent

Violet

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Jan 2024
Response from Sarah - Front Desk on 15 Jan,2024
Thank you for your raving review of our property. It was such a pleasure to host you this weekend and we hope to welcome you back in the near future for another incredible stay!Best Regards,

10/10 Excellent

michael

Stayed 1 night in Jan 2024
Response from Veronica Fife (Front Office Manager) on 13 Jan,2024
Dear Michael,Thank you for your 5 out of 5 rating, please visit us again on your next visit to Surprise AZ. Have a wonderful day :) Thanks again