“Worst. Service. Ever.”
We reserved a room a week in advance at this hotel. We booked a suite and received a special discounted online rate. We arrived after 12 hours on the road, ate our dinner, and headed to the pool (which was nice). At 9:30pm, we returned to the room and it smelled like a bar. The cigarette smoke was terrible. It seemed to be pouring in through the vent in the shower. I called the front desk and the clerk said he'd check it out. He never showed. I called back and explained that the two adults in the room had asthma and we also had a three-year-old with us and felt that the air quality was too poor for us to stay. We asked if there was another room we could have. The desk clerk said, "We do not have any rooms left. What I can do is offer the you early checkout." I said, "What does that mean? We wouldn't be charged for the room, right?" He said there would be some charge because there was nothing wrong with the room. He never had a straight answer for anything. At one point, he admitted there were other rooms available, but they were suites. So I asked, "Yes or no, do you have other rooms you could put us in?" He said, "Since you didn't pay full price for your suite we would not be able to give that to you." To that, I said, "So you're tossing us out on the street with our toddler so you can wait for someone to pay full price?" He actually said, "I can't force you to stay here." Rude! Then he went on about how the hotel was "entirely non-smoking, expect for two rooms." To which I replied, "Then the hotel is not ENTIRELY non-smoking, is it? He kept telling us there would be some charge for the room but he couldn't tell us what. He kept telling us the smoke was probably from outside and I said I suspected it was a ventilation problem. He was unable (or unwilling) to print a receipt of any kind. He said there were other Holiday Inn Express hotels in the area and did not offer to call for us. Cell phone reception was horrid so we had a terrible time getting our smartphones to work so we could look it up ourselves. The stairwell doors were left open, the carpets were filthy, and there were dead wasps outside the room on the floor. The tub stopper was also missing. I read another review for this hotel from two years ago and the tub stopper was missing and smoke was pouring in the room. hmmmm. Sounds like there is a ventilation problem. If you have asthma or if smoke bothers you, do not stay at this place. If rude, unhelpful front desk clerks make you mad, do not stay here. We went 40 miles north and found a Marriott Town Suites in Huntington for $99 a night and the air was clean, the hotel was super clean, the staff was friendly, and the room was $50 cheaper than the junky place we left. At midnight, we were finally able to put our little one to bed. What a night! I called Holiday Inn Priority Club to comment, and it was like pulling teeth to find the correct contact information for hotel comments.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
