Don and Kathi O
from Coraopolis, Pennsylvania
Submitted on 24-07-2016
Although we've always enjoyed staying at Holiday Inn Express properties, this was the first time we were disappointed. We made our reservation via telephone with the front desk approximately end of June-early July for a July 23 arrival. The front desk clerk was very helpful and understanding of the fact that we would need an accessible room because my husband is in a wheelchair. However, we were told that the only accessible room available was with a tub. The other two accessible rooms, with ...
Although we've always enjoyed staying at Holiday Inn Express properties, this was the first time we were disappointed. We made our reservation via telephone with the front desk approximately end of June-early July for a July 23 arrival. The front desk clerk was very helpful and understanding of the fact that we would need an accessible room because my husband is in a wheelchair. However, we were told that the only accessible room available was with a tub. The other two accessible rooms, with roll-in showers, were already reserved. We accepted this room not realizing (nor were we told at that time) that Room 308 was formerly a SMOKING room. This room is now designated a non-smoking room, but it doesn't matter. From years and years of heavy smoking, every inch of that room reeks of stale moldy smoke, even the lampshades, bed linens, curtains and especially the carpet. I could not understand why, if housekeeping vacuums this room on a daily basis why the carpet reeked of stale smoke odor. The outside hallways had a pleasant baby powder scent that was actually refreshing when we would open our room door. Why couldn't our room smell like that?
We quickly found out how bad this odor was as soon as we opened the door. I went back to the front desk to see if we could change rooms, however since the hotel was completely booked for that evening, we were stuck in Room 308. The hotel was quick to offer remedies like an air filter system which would remove some of the odor, however we were told that the system itself leaves a nasty smell. We were told that we could not be in the room while the air system was runnning either. Fortunately we had plans to be away at a local Christian music festival for the entire day so we said that would be fine hoping to have the room have a pleasant smell when we returned. But, since we were told that this air system leaves a nasty odor of its own after running for any length of time, we chose a small table top air filter machine that would run while we were in the room. Needless to say, that didn't work and was very very loud.
This was very unfortunate as we have never had this problem in any of the many different Holiday Inn Express properties we've stayed. The front desk clerk and the housekeeping staff were very nice about the situation and tried to come up with solutions. But we believe the only thing that will help Room 308 is to gut it and start over with new furniture, carpeting, curtains, etc. Obviously, this was never done when the room was transitioned over to a non-smoking room. Why? Once a room gets that bad, there really is no other way to fix it. To make matters worse, we were told that the front desk gets many complaints about this room and they still continue not to do anything to resolve the issue. The whole hotel is going through a renovation right now too.
Another bad experience we had was when I went to make a cup of coffee using the Keurig coffee maker in the room, one of the two lids that you are given for the cups was USED! Yes, USED! How can that happen? The cups were still wrapped securely in plastic, the sugar, cream, stirrer, etc. were also securely sealed. So explain to me how one of the lids was obviously used because there was dried coffee splashes in it. It's a mystery to me?!?
So, other than the odor of the room and the disgusting coffee cup lid, our stay was nice as usual. Also, we have NEVER been disappointed with our breakfast. I will be honest and say that the reason we started staying Holiday Inn Express properties was because of the cool pancake machine!! You get two of the fluffiest pancakes!! Everything that is offered is fresh, hot and just right for a quick breakfast before you head out. Thank you Holiday Inn Express for that!!
We would definitely recommend this property, however, if you need an accessible room make sure when you make your reservation that you are not going to be given Room 308. If so, demand a different room!!