Holiday Inn Express & Suites Mt Sterling North by IHG

The beds were very comfortable, but that was the only real positive for us. My two daughters, my seven-month-old grandson, and I booked Wednesday, Nov 26th through Nov 29th, but left a day early after three days without hot water. The hotel already knew about the problem before we arrived and should have told us. They said they were trying to get someone to repair it, but holiday scheduling was difficult. Housekeeping was also unavailable on Thanksgiving. We had to ask the front desk for clean towels, while dirty wet towels, room garbage, and unmade beds were left behind. I was told there was no staff because it was a holiday. The floor had been sticky from the moment we entered the room. This is a hotel, and these are the things customers pay for. We paid about $470 for three nights and stayed only two because of the lack of hot water and the missing housekeeping service. We were promised a credit, but received only $52, which feels insulting. This had been my family’s preferred hotel in Mount Sterling, but it seems to be going downhill quickly.

For $200 a night, I expected a lot better. The room floor was filthy, there were roaches in the room, and the shower water was cold. As we were leaving, we saw more roaches in the elevator and hallway. The manager wasn’t there when we checked out. They said she wouldn’t arrive until 9 and would call, but she didn’t, and she still wasn’t there when I called again. I reached her the next day and she was very rude. I wouldn’t recommend this hotel.

I was told the hotel would call me back shortly after I contacted IHG Guest Relations, but several days have passed with no response. That came after more than a week without hot water during an extended work stay with several employees. Staff kept saying they were waiting on a part, but it never got fixed. I was moved to another room partway through the stay, and it had the same problem. Management later said it was a valve in my room, which doesn’t account for seven other rooms having the issue too. Moving rooms repeatedly isn’t workable when you’re traveling for work with a team. Going this long without a basic amenity and then being ignored afterward is unacceptable. I hope they address it for future guests, but I can’t recommend the property based on what happened.

The location was pretty convenient, and the staff were very friendly. Our room was clean and updated, with a comfortable bed. I thought the price was a little high, though rates do rise when a big event is happening. I’d stay again if I’m back in town.