Holiday Inn Express Hotel & Stes Mt. Arlington Rockaway Area by IHG

When I woke up and tried to shower, no hot water came out. That was a real problem with my tight schedule, and I didn’t have time to ask for another room. I told the front desk, and they said they’d inform the manager. A couple of days have passed and the manager still hasn’t contacted me. I wasn’t compensated for having a room that didn’t function. I didn’t expect a full refund, but as a longtime customer of the brand, I thought some gesture was appropriate. The website calls the hotel renovated, but it felt more like a refresh. It was clean, though plenty of wear was visible: the bathroom door had a rough, bubbled finish simply painted over; the saddle between the room and bathroom was repeatedly broken; dining-area light fixtures were broken; paint and tub enamel were chipped; some outlets didn’t work, others barely held a plug, and a loose tile by the tub could be hazardous. None of those things really upset me, but they were obvious. Don’t expect a brand-new room, and check the plumbing right away. This is my second disappointing Holiday Inn Express stay in a short time, the other was in Georgia. Two states, both disappointing. I’ll rethink making this brand my first search, since the quality seems to be slipping.

Breakfast was very nice, and the staff were so kind. We had a lovely little trip, and the bridal suite was cozy with its jacuzzi and fireplace. Having a mini fridge and microwave in the room was great, too.

The hot tub started spraying water at the walls instead of into the tub, which was only half full. It was acting strangely, and the on button wouldn’t turn it off. The room flooded from all the water. I don’t know what caused the malfunction, and the manager says he couldn’t reproduce it, but it wasn’t our fault. Now he’s blaming us for not knowing how to use it and has put $1,000 on our credit card for the damage. Be careful dealing with the manager and watch for unauthorized charges.

The breakfast had a good range of options, and the staff were friendly and always ready to help, which made the visit feel warm and welcoming. My room was spacious and clean, so the stay was comfortable and relaxing. I had a pleasant experience at the Holiday Inn.