Summary: As of 9/22, this Holiday Inn may take advantage of un-savvy travelers due to an unstated hotel cancellation "policy".

To give the reader some background, I'm a frequent traveler with over 100 nights in hotels this year alone, meaning I've experienced all sorts of customer service victories and missteps. Secondly, I never write reviews, so the fact I'm taking the time to write a review should give the reader an idea that the issue may have had to do with something financially related.

I choose this hotel partly due to it being the preferred hotel for a wedding we were attending that weekend. The wedding rate was not spectacular in comparison to the Hampton Inn & Suites across the highway, but I went with this property because of the great reviews.

We arrived at noon, three hours prior to check-in time. No rooms were ready (what was housekeeping doing between 9AM and noon?) but we needed to get ready for the wedding so we went to the Hampton Inn & Suites across the interstate. They were able to clean two rooms for us so we could shower/change before the ceremony.

Here's where this Holiday Inn becomes highly questionable. With my confirmation email stating a cancellation policy of up to 6PM on day of arrival, I called the Holiday Inn directly to cancel (first mistake). They insisted that for group rates, a 24 hour cancellation notice is their policy, meaning I was going to be charged for one full night if I were to cancel. They did not believe that I had an email confirmation stating it was possible to cancel without penalty up to 6PM on day of arrival. The person on the other end had me forward the email to the manager on duty, and only then was I able to cancel without a one night penalty.

We had another couple with us who wanted to stay at the Hampton Inn as well, but unfortunately they did not have an email confirmation stating the 6PM day of arrival cancellation allowance. Though by viewing their reservation online, it clearly stated the 6PM day of arrival cancellation allowance. Since there was no email, but knowing they were allowed to cancel and to not deal with the possibly messy situation of having to deal with the Sharon/Hermitage folks again, they called the global Holiday Inn customer service line and cancelled their room without issue and fully within the rules of the rate.

To give the hotel some credit, they did apologize but I can't help wonder how many folks were taken advantage of who aren't willing to fight it. I guess it's possible folks need to do that in this economy when a new property opens up across the street. In the end we weren't charged a cancellation policy as we shouldn't have, so a 2/5 seems appropriate.

Very nice hotel. The staff was extremely friendly, the facility exceptionally clean. Breakfast was ample and all choices were available even late into the service hours unlike other hotels we have frequented. This is definitely a step above your typical HI Express. We will stay here again.

I stay in a lot of hotel/motels while travelling for work. The Holiday Inn Express in Hermitage, PA is one of the best. I've been staying here on and off since 2005 (more on this year). The rooms are always clean and comfortable and the staff very friendly. The happy hour Mon.-Thurs., including food on Wednesdays, is a big plus for business travellers. The staff takes pride in the upkeep and appearance of the hotel and I've only had maintenance issues once, which was quickly resolved.

This should be the hotel/motel of choice in the area as many of the reviews have stated.

Stayed in the hotel for 2 days. The staff are friendly, the room is big and extremely clean. The complimentary breakfast is ok, and the bed is very comfortable. Only take 15 minutes to drive to the outlet mall. Much better than I expected.