First, let me say I seldom complain, I usually go with the flow. I have stayed in quite a few Holiday Inn Expresses ( I was Gold level at one time) and I love their brand until now. I had booked a two double bed room using cash and points for what was supposed to be three adults and one child but an extra small child (small enough to sleep with the adult and the other child) ended up in the mix. The good news is the construction that some have complained about is done. Checked in about 330pm on Sat and when we got to the room it was a King bed with a pullout sofa. I called down to the desk and was told sorry we do not have any two double beds left, this in a hotel that the parking lot was almost empty at the time. The clerk said he would be glad to provide a rollaway and any extra linen/pillows that we would need and that any rooms booked online were not guaranteed the room they had booked so basically tough luck even though I paid for two beds. I could have understood this if I had checked in late that evening but this was at 330pm. At 6pm a bus pulls up with some type of track team which is probably why all of a sudden our room which I booked and checked in for ahead of them was not available. Add to that a life guard at the pool the size of our room who kept his earphones on (I am not talking about earbuds but the full earphone) except to get after a kid for jumping (not diving) into the pool and kids who tried to use goggles. He then called a ten minute adult swim every hour (I am not making this up) in a four foot approx 10x12 pool, even when there were just kids in the pool. The hot tub when on splashed water all over the floor and when the water got too low the lifeguard would get up and turn on the water to fill it back up. After dinner, we called down for the extra linen, towels and pillows. We waited for about forty-five minutes,my sister went down to smoke and check on the linens. She came back angry with a couple of sheets and said the desk now said they were out of pillows, blankets, rollaways diaster and towels. Fortunately, we had pillows in the car and a sleeping bag. Then we pulled out the sofa bed to find a leaning frame that would barely support one person. A support person came up with a blanket and a pillow while this was going on and stated there should have been extras in the drawers but there were none. So we ended up with three in the king bed, one on the sofabed and one on the floor, not a happy group of people. Then for a nightcap for the evening the toilet stopped up but security was quick to come up and fix it. Next morning breakfast was slow going because the staff kept bringing out a small amounts of what was empty when they looked (in a full hotel) so by time that came out everything else was empty. So you had alot of people standing around waiting for hot food. Now for the icing on the cake, the kids wanted to swim a little before we left so we went down only to find that the pool did not open until 5pm! Are you kidding me? Who makes up these hours? All in all nothing but trouble with this hotel. My sister called Holiday Inn on Monday (we did not go thru management because of the tough luck attitude of the staff) and they would only refund my original points not the ones I paid for (used 10000 and basically bought 15000) which was more. I am not happy with this arrangement but what can I do the room was already paid for so I was stuck there and have no recourse now. But I will use Holiday Inn Express with a leery eye from now on.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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We at the Holiday Inn Express and Suites Laurel are committed to providing our guests with the highest quality of services and facilites. We try our level best to exceed all our guest expectations.
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Your willingness to share your experience is genuinely appreciated. I hope you will allow us the opportunity to serve your future lodging needs.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.