Holiday Inn Winter Haven by IHG

The young woman working in the lobby when we checked in around 10 PM was welcoming, friendly, and professional. The rest of the stay at the Holiday Inn in Winter Haven, FL, was disappointing. The beds were extremely uncomfortable, and I couldn't get a good night's sleep. I paid extra when booking for breakfast, only to learn at check-in it covered two adults and two children under 11. I was traveling with my two older kids for a local basketball tournament, so finding that out on arrival was frustrating. The breakfast food looked old and unappetizing, with dried-out sausage and bacon that seemed to have been sitting out for a while. I also asked for another blanket and was told none were available. Between the beds, breakfast, and lack of basic amenities, I wouldn't stay here again.

The staff were extremely friendly, and the kids had a great time in the pool. Our room was clean and very nice. The location was convenient, with restaurants and coffee shops very close by. Everything was very nice.

We were in town for a baseball tournament, and when we returned from being out, the room had been cleaned and one of our items was missing. We searched the room thoroughly several times and checked our vehicle too. The missing property was reported to the front desk, but they did nothing and showed little concern. We emailed the GM and, of course, still haven't heard back. No one answers the phone either. Terrible experience, and the service didn't help at all. Their employees steal.

The bathroom and the way my early checkout was handled were the worst parts of this stay. There was mold visible around the bathroom, and although someone eventually repaired the shower, nobody cleaned the mold. The shower had been working poorly before that. I had to leave a night early for personal reasons outside my control and asked to be reimbursed for the unused second night. The front desk agent was dismissive and rude, refused the request without empathy, and wouldn't give me written confirmation that I'd checked out early. I've since called and left the manager a message, but still haven't heard back. My room had serious cleanliness and maintenance problems, and the service fell well below what I consider reasonable hospitality. After staying in many hotels, I've never had an experience this unprofessional. Please review what happened, consider refunding that unused night, and address the room and service issues so other guests don't go through the same thing. I would appreciate a reply soon.