Holiday Inn Express Hotel & Suites Pittsburgh West Mifflin by IHG

The hotel itself was wonderful, and the price was good, so I went ahead with the booking despite a difficult reservation process. The rooms were clean, the beds comfortable, and the bathroom felt luxurious with Dove soft soaps, shampoo, and conditioner. The lobby was nice, breakfast had lots of filling, well-seasoned choices, and the location worked for my visit, with malls and activities a short distance away. Housekeeping and the overnight front desk man during 04/07 - 04/09 provided excellent service. He also handled the booking details well, and I'm grateful for his help. My problem was with Deb and Angie, the two people I dealt with to make the reservation. Small errors in the paperwork made things complicated. When I asked about corrections, the revised paperwork was met with coldness. Deb was very short on the phone and barely let me speak, and I went stretches without updates. I'd booked 20+ rooms, so the details mattered, but the information at check-in was outdated despite the revisions I'd shared. Getting to the reservation was the hard part.

The hotel charged my daughter and her friend the full room rate plus extra charges, over $370 in all, after making them leave just a few hours into their stay. The reason given was an alleged odor complaint. West Mifflin Police came and confirmed there was no smell, no evidence of marijuana, and no illegal activity. Staff then claimed they had refused to leave, but they complied right away and only needed time to arrange an Uber because they didn't drive. They were given just 15 minutes to get out, an unsafe and unnecessary rush for two young people trying to pack and find a ride. They were one male and one female. We are seriously concerned about how they were treated given their age and race, and about the staff's lack of professionalism. We contacted both the hotel and corporate and got no response, refund, or explanation. This was deeply concerning and, in my view, discriminatory and unprofessional. I don't recommend this hotel.

There's a 24-hour coffee station, which is a nice bonus. The room was clean, the bed comfortable, and there was plenty of hot water. Breakfast was good, though I'd try to go earlier, like on a weekday. Front parking was limited, but there was plenty on the side. I'd stay again if I'm in the area.

From arrival through checkout, the staff went above and beyond. Karina at the front desk was very friendly and got us checked in quickly, and Nicole and Crystal did a fabulous job cleaning our room. I'd definitely recommend this place.