Holiday Inn Express Hotel & Suites Chesapeake by IHG

The breakfast was fine, and the morning front desk associate was the only employee we found pleasant and professional. Otherwise, this was one of our most disappointing hotel stays. We spent three nights here as a family, in Room 423, and it felt like the same hairs and ceiling stain mentioned in a review from three months ago were still there. The stain looks like something died on the ceiling and wasn't properly cleaned. There was mold in the shower and peeling caulk around the tub. Housekeeping never came during our stay. On our third and final night we had to go downstairs for fresh towels, and even that seemed to bother the staff. At check-in, I called to ask for a TV remote and the front desk employee sounded rude and visibly irritated. She didn't mute the phone while looking for one, and her comments made it obvious she was annoyed. It's frustrating to see the same problems mentioned in reviews over months with nothing apparently fixed. Complaints seem to get acknowledged but not resolved. This place has ongoing management and cleanliness issues that need serious attention.

The room was clean, spacious, and updated, and check-in and check-out were easy. Staff were friendly, and breakfast was free and hot, with a big seating area. The hotel was easy to find, with restaurants and shopping nearby, plus a large lot that could fit oversized vehicles. There's also a small exercise room. A few things didn't work well: the elevator floor was always wet, the lot lights barely worked and made unloading in the dark, and the pool was freezing, not heated. There was no hot tub.

Breakfast had a fresh spread with a nice range of choices, and the room was quiet, roomy, and well equipped for a relaxing night. Holiday Inn Express & Suites Chesapeake was clean, modern, and comfortable throughout. The location was convenient for nearby restaurants and shops. Staff were very friendly and helpful, and check-in was quick and easy. I'd happily come back and recommend staying here.

The biggest problem was how the front desk clerk treated us. She was dismissive and rude, and didn't seem interested in fixing anything. When we asked for a corporate contact number, she said there wasn't one and gave us a manager's number instead. We called around 8:30 AM and were promised a callback. By 10:40 AM, nobody had followed up. We were also told we couldn't have three people in a room with a pullout sofa, which makes no sense for that setup. We had booked two beds for three guests but were assigned a room with one king bed. There weren't enough towels or washcloths either. The desk said they'd bring more, but they never arrived. We had to ask again the next morning and were then told it was “policy” to provide only two towels, despite having three occupants. The wrong room and missing basics made for an immediate inconvenience that should have been corrected at check-in. This was a serious breakdown in customer service and basic hospitality.