Holiday Inn Express Suites Sumner by IHG

The location is perfect for me, but after this decline I can see why my sister wondered why I still stay here. Nearby IHG properties are more welcoming, take part in Greener Stay, update their fixtures, and have more reasonable rates. There are other IHG options nearby, even in the parking lot, lol!! I’ve stayed at this IHG property often since 2021 to visit family and friends. Three years ago I would have rated it higher, and over the past five years it has slid. Housekeeping staff first told me about Greener Stay here, but now the property doesn’t participate. Rooms are clean, though the fixtures are aging and failing. The shower heads either spray the enclosure walls or pour like a badly plumbed drinking fountain, and the water pressure drops to zero. I know the charging ports are messed up, so I bring an adapter. Check-in used to feel super welcoming, but now I feel like an inconvenience. There’s a dirty, half-empty Brita in the lobby. I’d appreciate a clean one if Greener Stay participation were consistent. I usually get an IHG survey after stays, but not from this property for over a year.

Steven at the front desk was very helpful when the hotel didn’t have the double queen room I’d booked. A single king wouldn’t work for my trip, and I was disappointed nobody contacted me beforehand. Steven took responsibility for the hotel’s mistake and quickly arranged a complimentary second room. I was grateful for that. The staff were helpful, though communication was an issue, and the hotel was mediocre. Nothing major to complain about, but nothing to rave about either. The room was clean and suitable, with high ceilings and a comfortable bed, but the decor needs work. The mini fridge was fairly large but had no freezer, and there was a tiny, powerful microwave. The bathroom felt like an airplane lavatory, among the smallest I’ve seen in a hotel. Its inward-opening door blocked the shower, and the cheap walk-in glass shower had frosted glass with a very 2000’s look and a shorter-than-average door. None of the shower head’s three settings were desirable. I had several key problems, from demagnetization to the door not responding. Breakfast was a standard continental spread of unhealthy options, except for the semi-healthy “Oikos” yogurt. The outside felt a little rough and industrial. I also saw more surveillance cameras than I’ve seen in the past five years, at every corner and turn. I wonder if they’ve had a couple fights or lawsuits. I’m very picky about hotels and wouldn’t stay again unless I had to.

I booked a room because work at my house meant I needed one full night of rest, even though I live five minutes away. I chose Holiday Inn over Candlewood because the reviews looked promising. That plan fell apart when the unplugged alarm clock started going off at exactly 5am. I’d unplugged it as soon as we arrived because the outlets by the nightstand didn’t work, and the outlet was so messed up I couldn’t even plug in a charger. I had to leave my phone charging in a corner, so I couldn’t use it. The alarm stopped when I pressed a button, then started again every five minutes for half an hour. I finally took it to the front desk. Back in the room at 5:30am, my key card failed too, so I had to go back down to sort that out. The front desk lady said she’d watch the cameras and come up if my key didn’t work. I understand what she meant, but telling two young women they’re being watched on camera felt really uncomfortable, regardless of anyone’s gender. My cousin and I couldn’t get back to sleep. She went down for breakfast at 7am and came back to find the key still wasn’t working. The whole reason I got a room was to sleep, and that was wasted. The desk staff weren’t very friendly either. When I asked about paying, they said to check my bank account after I explained some transactions take a day to show up. The response was, “that’s weird, i’ve never heard of that”. They could call Capital One and ask for themselves. When I checked out, I simply asked whether the promised $50 had been taken off. The woman said, “ya my manager told you she took it off”. I was only checking, and didn’t need the attitude. I asked for a receipt and was told it had been emailed, though my inbox was open and showed nothing. Then she offered to print one, and the email arrived after that. She could’ve just said they still needed to send it or that it had just gone through. The breakfast listed as “fabulous” wasn’t fabulous at all. It was ordinary hotel food, with dry biscuits and eggs that tasted like water. I had to spit them out, which I’ve never had to do with eggs before. I messaged them about the disappointing stay and haven’t heard back. Maybe I won’t, since they already got the money. The desk lady did take $50 off, but it still felt pointless. I’ll have to spend more to stay at Candlewood so I can actually sleep. That’s the whole point of a hotel. Super annoyed.

We picked this hotel for the pool and hot tub, but couldn’t use them as expected. At check-in I was told the pool was under maintenance but the hot tub was available. After dinner I was looking forward to relaxing in it. As soon as we got in, the receptionist came in and said the pool area was closed after 10pm. Nobody told us while booking that the pool was closed or the amenities couldn’t be accessed after a certain time. We’re adults and should be treated like adults. I don’t appreciate being treated like a child or being denied access to something I paid for. It feels like false advertising. 🙄 Sincerely William Bedford & Gina Russell