Holiday Inn Express & Suites Heath - Newark by IHG

I’ve been a Gold member since 2008 and stay at Holiday Inns fairly often. I’ve never been spoken to this rudely. I had to cancel because the event I was attending was called off the day I was supposed to arrive, due to bad weather. The hotel said I’d missed the 24-hour notice period and couldn’t get a refund, but told me to contact IHG. I did, and they approved the refund. They said I just needed to let the GM know. When I called and explained it, he said he didn’t care what IHG had decided, it was his choice and he would not refund me. I told him that was terrible customer service. He replied that it was good business. I said goodbye and hung up. I’ll never stay at this hotel again. The general manager was extremely rude and unprofessional.

The side entrance lock didn’t work, so the door was propped open. Carpet outside my room was soaked, apparently because the ice maker had broken. Why leave it running without cleaning up the water or putting out a fan? I had to shut off the water to the toilet so I could sleep because it kept running. The TV didn’t work, and the clerk didn’t seem to care. There wasn’t a coffee maker in the room either. Poorly managed place.

I’ve spent close to four months here this year after staying at this location for work last year. Victoria at the front desk is always kind and respectful when I need towels or another room key, and she’s easy to talk to if I need help. Whenever I come in on her shift, she’s there and ready to assist. I’ve never heard her complain. It’s a pleasure to meet someone who makes customers feel valued. If I ran a hotel like this, I’d hire three more people like her.

By the time I came back from work around 5 the next day, the bed had been made but the room was still filthy. There was a razor cap and hair from the previous guest in the shower, plus short curly black hairs everywhere. I have long blond hair, and the pictures make that pretty clear. The toilet seat had urine and scum around it, and there were crumbs on the desk. I don’t think they cleaned the floors, toilet, or tub at all. I arrived at 8 p.m. and had to wait while the rooms were still being cleaned. When I finally got in, the bathroom and floors were dirty. I was exhausted and the staff already seemed irritated, so I just went to bed.