Holiday Inn Hotel & Suites East Peoria by IHG

My 20-year-old child was stranded in Peoria, IL after a flight was cancelled. I made a reservation on the IHG website and clearly said my child was 20. The reservation was accepted as an exception. At check-in, the front desk agent, Justin, refused to let them stay. His supervisor, Lynn, said Illinois law, or possibly the hotel’s own policy, wouldn’t allow a 20-year-old to check in, but didn’t explain it clearly. Within five minutes we had a room at a nearby, higher-quality hotel, where a signed waiver was all they needed. IHG and its individual hotels need better coordination. There seemed to be no communication or alignment here. More than that, a stranded traveler with a confirmed reservation deserved some problem-solving instead of an outright refusal. Since a waiver worked at the nearby hotel, why couldn’t that have been considered here?

I won’t stay here again. I was in town for business on Jan. 7th, used some of my points toward the cost, and paid the rest with a company card. I asked for a receipt and was told it would come by email, but it never arrived. When I checked my bill at ihg.com, it said to call the hotel. I’ve tried four times, and each call rang 10 to 12 times before beeping and dropping with no answer. This isn’t how you do business or treat a customer. I’ve been a retail mgr for 10 years.

The first room’s keys didn’t work, so I went back downstairs for a new one. Those didn’t work either, and I had to ask for a different room. The new keys worked, but there was no microwave in that room. The front desk said there was one in the lobby, so I went down to heat my food. When I returned, my keys had stopped working again. I got another key downstairs, went back up, and found the toilet wouldn’t flush. This hotel really needs to get herself together!

We’d originally planned a trip to Wisconsin, but our friend was recently diagnosed with cancer and desperately wanted a girls’ trip. With money and transportation issues, none of us could make that trip, so we quickly came up with a way to give her everything she wanted right here at home. The suite was beautiful and comfortably held six adults. The food was delicious, there was a hot tub and a table for board games, and the place was friendly and clean. I’d stay here again, maybe for another staycation. We’re five women aged 40 to their 60s, and we just wanted to surround our friend with love before her difficult journey begins. The one thing that bothered me was being told over and over not to party. We honestly thought we wouldn’t be allowed to check in. We definitely weren’t there to cause trouble or party. Highly recommend this review.