Holiday Inn Express Hopewell - Fort Lee by IHG

The front desk lady was so friendly and sweet, and went out of her way to help me after the storm knocked out the power. She called me back later, even though I hadn't given her my number. She remembered my name, looked it up, and said her boss could check me in from her house if I still wanted a room. I'd already found another hotel miles down the road, so I apologized and told her. She said no problem, and that her manager would cancel my reservation. That's amazing customer service, and I'd definitely come back for that reason. Thank you! I was driving home from Montreal and it was getting late, so I booked a room on the app. When I arrived, it was pitch dark and people were standing outside. The desk clerk explained they'd lost power in the storm and couldn't process the reservation at the time. She said she'd wait until the power came back and then cancel it for me. I thanked her and left to find somewhere else.

The hotel was clean, the staff were great, and the service was excellent. I stayed three nights and didn't get any room service, though they helped me when I needed assistance. There isn't a Smart TV.

The water pressure was so low that I don't see how a woman could rinse her hair. And the thermostat has made me decide I'll never stay there again. The new digital wall controls lock out settings below 70, and you can't set the fan to run constantly to cover noise. Worse, after 9pm the occupancy sensor shuts off the AC if it doesn't detect movement for 15 minutes. You fall asleep, then wake up sweating an hour later. If you're paying for a room, you deserve to be comfortable. This reminded me of being deployed overseas.

For more than three days now, a dog has been barking throughout the night, and guests haven't been able to sleep. I've told management three times, but they obviously ignore my complaints and those from other guests.