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“Very poor customer service, more like customer NO SERVICE” 1 of 5 stars
Review of Holiday Inn Virginia Beach - Norfolk

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Holiday Inn Virginia Beach - Norfolk
3.0 of 5 Hotel   |   5655 Greenwich Road, Virginia Beach, VA 23462   |  
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Ranked #38 of 114 hotels in Virginia Beach
Charleston, West Virginia
Reviewer
5 reviews 5 reviews
Reviews in 3 cities Reviews in 3 cities
“Very poor customer service, more like customer NO SERVICE”
1 of 5 stars Reviewed June 3, 2013

The hotel website shows a beautiful indoor and outdoor pool (heated), but when we arrived we discovered that the indoor pool was closed, the outdoor pool was not heated and my wife had to clean all the leaves out of the pool. My family of four is not into doing the polar ice plunge. The hotel manager, William, was apologetic but unhelpful. This was a vacation pre-planned and pre-booked. Instead of us enjoying the area like normal, we had to spend our entire evening trying to search around for a hotel with a heated indoor/outdoor pool for our kids to enjoy. We decided to leave after staying two nights and the hotel did not even offer any compensation for the lack of amenities as advertised. Talk about a bait and switch!

The front desk customer no service clerks were unfriendly. No one greeted us as we came in and out, in fact, one particular clerk (short portly woman) gave me a dirty look upon our check out.

Never again will we patronize this establishment.

Room Tip: Avoid this hotel at all cost.
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  • Stayed May 2013, traveled with family
    • 1 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 1 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IHGCare, Guest Relations Manager at Holiday Inn Virginia Beach - Norfolk, responded to this review, July 1, 2013
Dear kc8qaa,

We appreciate your taking the time to write a review based on your experiences at our property. Your comments are really valuable to us as they really do guide us and help us to improve ourselves where we can. It is unfortunate the conditions of the pool prevented you from fully enjoying your time at the hotel and we apologize for any inconvenience the level of staff service caused you.The feedback we receive from our valued guests, like you, enables us to target problem areas and take the necessary actions to ensure similar situations can be avoided in the future.

Again, I am sorry that you did not enjoy your stay and hope that you give our hotel another chance when you stop back through the area.

Sincerely,

Zelyn N
Case Manager
IHGCare
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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186 people have reviewed this hotel

Traveler rating
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Rating summary
  • Location
    4 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    3.5 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (31)
Date | Rating
  • English first
  • French first
  • German first
  • Any
English first
Herndon, VA
Contributor
11 reviews 11 reviews
11 hotel reviews
Reviews in 10 cities Reviews in 10 cities
10 helpful votes 10 helpful votes
3 of 5 stars Reviewed May 21, 2013

I recently stayed here for three nights with my husband while he was on a business trip. I wasn't sightseeing - I just wanted to relax and work on some writing & reading in the room - so he picked the hotel on his company's list that appeared to have the most amenities.

On the surface, this seems like a nice enough place to stay. The room décor is classy (if a little worn around the edges), and the bed was firm without being too stiff. The free in-room Wi-Fi worked well. Front desk staff is professional, and housekeeping staff are very personable, always saying "hello" and asking how you are. There's a decent-sized pool and a well-equipped fitness center, plus plenty of meeting/conference rooms for almost any size group. A bar, café, and restaurant can provide most of what you need food-wise, and vending machines provide reasonably-priced snacks and Pepsi drinks. The $10 breakfast buffet has a decent amount of offerings, from eggs to pancakes to cereal to fresh fruit, etc., or you can order items a la carte.

Dig beneath the surface a little, though, and the hotel is only so-so. Soundproofing is a serious issue. There were a couple of loud rugby teams there when we visited, and while we didn't hear much noise between the rooms, it quickly became apparent that you can hear EVERY word that's spoken in the hallways, as well as people shouting outside the hotel at 2 AM. Our room was also incredibly humid, and running the fan and/or the A/C didn't help with that (plus the A/C was way too loud to keep on for an extended period). The small refrigerator never really kept our drinks cold, no matter how high we set it. The buffet has a decent selection of food, but it was kept lukewarm at best, which is frankly a health issue. Only coffee, tea & water come free with the buffet - orange juice costs extra. It took forever for housekeeping to clean our room one day, and when I asked when they were coming by, I was told that they thought we were part of the rugby group, which had requested late housekeeping. We did NOT have the "do not disturb" sign on the door, so they should have checked before making that assumption. They were apologetic, but that episode bothered me, since I was waiting to set up my laptop until they got finished cleaning. Finally, the location isn't within walking distance of anyplace other than some local businesses and maybe two other restaurants (Denny's & Ruby Tuesdays), and the hotel offers no shuttle to take you anywhere else. The most they can do is arrange taxi service. My husband needed our car, and I couldn't go anywhere without paying extra, so essentially I was stuck.

In short, this is a decent place to stay if you're part of a group, only need access to your room at night (as long as no rowdy groups are staying there), and/or have a car to get out during the day. But if you want a place to truly relax, you'd be better off at another location. It's definitely a conference center that caters to groups, NOT a destination hotel. When my husband learned he had to stay an extra day after we'd already checked out, he opted to move us to the nearby SpringHill Suites, where we had a much better experience.

Room Tip: At the restaurant, order breakfast items a la carte for fresher, hotter items.
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  • Stayed May 2013, traveled on business
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IHGCare, Guest Relations Manager at Holiday Inn Virginia Beach - Norfolk, responded to this review, June 8, 2013
Dear CatControlled,

Thank your your comprehensive review regarding your recent stay with us. I am happy to note that you found our staff to be personable but at the same time disappointed to hear that you didn't find some of our amenities to your liking.

Please accept my sincerest apologies for all the troubles you have encountered during your stay. I am truly sorry for the inconvenience caused to you by the event and for the shortcomings with your room.

Once again many thanks for your feedback. While we understand that your stay was not 100% satisfactory, we would hope that you would give us another chance to make your stay as best as it can be.

Sincerely,

Dhan M
Case Manager
IHGCare
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Prince George, Virginia
Top Contributor
66 reviews 66 reviews
13 hotel reviews
Reviews in 30 cities Reviews in 30 cities
30 helpful votes 30 helpful votes
4 of 5 stars Reviewed May 12, 2013 via mobile

We went to a convention so we stayed at the hotel, and it was very nice! The room was clean, and the staff were super nice. I hadn't stayed at a Holiday Inn in ages so I didn't know what to expect. I would recommend this hotel! Free wi-fi, decent breakfast buffet, decent workout equipment in the gym. They did well with the convention too.

Stayed May 2013, traveled as a couple
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
West Columbia, South Carolina
Contributor
13 reviews 13 reviews
3 hotel reviews
Reviews in 8 cities Reviews in 8 cities
7 helpful votes 7 helpful votes
4 of 5 stars Reviewed May 3, 2013

Based on reviews that had been posted prior to April, I was not expecting good food at Ashley's Lounge in this Holiday Inn. We had several buffet meals there, and I was impressed by the freshness of the food and the reasonable price during the reunion weekend we spent there. We also ordered off the menu for a final breakfast on Monday and felt very satisfied with the food and the friendly service. It was much more convenient to eat at Ashley's on the reunion weekend than to leave the property in search of food. Each time we left on an errand, there were few parking places to be found when we returned.

  • Stayed April 2013, traveled as a couple
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Beaufort, South Carolina
Top Contributor
62 reviews 62 reviews
11 hotel reviews
Reviews in 21 cities Reviews in 21 cities
23 helpful votes 23 helpful votes
3 of 5 stars Reviewed May 1, 2013

This hotel was very clean and had very friendly and helpful staff. The room we stayed was comfortable for us; it just seemed a little dated. The lobby area was very pretty with the fire going when we arrived. It also looked like they had a nice outside pool. To bad it was snowing out and we couldn't enjoy the pool area.

  • Stayed February 2013, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IHGCare, Guest Relations Manager at Holiday Inn Virginia Beach - Norfolk, responded to this review, May 20, 2013
Dear BrookeChris,

Thank you for your feedback of our hotel. We are glad to know that found our staff helpful. We strive to provide the best possible service and experience and it is always great to hear from our guests on how we are doing. I am deeply sorry that on this day we were not able to meet your expectations especially with the condition of the room you received. Your comments will be forwarded to the ownership of the hotel to take into consideration for future upgrades.

Again, thank you for posting your comments.

Sincerely,

Zelyn N
Case Manager
IHGCare
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Atlanta, Georgia
Top Contributor
94 reviews 94 reviews
28 hotel reviews
Reviews in 34 cities Reviews in 34 cities
61 helpful votes 61 helpful votes
4 of 5 stars Reviewed April 25, 2013

We selected this Holiday Inn only because it was the hotel base for a reunion in the Norfolk area. We were pleasantly surprised by the size and comfort of the room, the great shower and some other amenities.

  • Stayed April 2013, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Washington, DC
Senior Contributor
22 reviews 22 reviews
12 hotel reviews
Reviews in 14 cities Reviews in 14 cities
11 helpful votes 11 helpful votes
4 of 5 stars Reviewed April 22, 2013

My husband and I stayed here to be close to the naval base where my nephew is stationed. It's a great location and we had easy access to everywhere we needed to go. The hotel is very nice and clean inside, as are the rooms. We had a king room that included a sleeper sofa. The bed was extremely comfortable and we really appreciated the (labeled) firm pillows. The fridge and microwave was very convenient to have. The hotel was pretty busy as they had 2 large groups in-house, but this was not an issue. The pool and hot tub are decent, but that area is in a little bit of disrepair - the sauna is closed up and not functioning, the non-functioning water fountain has some junk sitting on top of it, and there seems to be an issue with stocking towels for the pool (though this may have been a result of the 2 large groups.) All in all, I would recommend staying here. It's a very comfortable hotel at a good value.

  • Stayed April 2013, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.

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Additional Information about Holiday Inn Virginia Beach - Norfolk

Also Known As:
Holiday Inn Virginia Beach - Norfolk Hotel Virginia Beach
Holiday Inn Virginia Beach - Norfolk Hotel
Holiday Inn Virginia Beach
Virginia Beach Holiday Inn
Address: 5655 Greenwich Road, Virginia Beach, VA 23462
Phone Number:
Location: United States > Virginia > Virginia Beach
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
#11 Best Value Hotel in Virginia Beach
#21 Business Hotel in Virginia Beach
Price Range (Based on Average Rates): $$
Hotel Class:3 star — Holiday Inn Virginia Beach - Norfolk 3*
Official Description (provided by the hotel):
Ideally situated within minutes of Norfolk International Airport, the beautiful beaches of Virginia Beach, the restaurants & shops of Virginia Beach Town Center, and the Virginia Beach Convention Center the Holiday Inn Executive Center in Norfolk/Virginia Beach is a perfect destination whether you are traveling for business, to a local sporting event, or for a family getaway. The Holiday Inn Virginia Beach/Norfolk is centrally located between Virginia Beach, downtown Norfolk, Chesapeake & Williamsburg providing convenient access to Government Bases such as Norfolk Naval Station, Little Creek Naval Amphibious Base, Fort Story, Oceana Naval Air Station, & Norfolk Naval Shipyard & local businesses such as Verizon, Sentara Leigh, Riverside Corporate Center & Amerigroup. Traveling for sports events? The hotel is located near the Princess Anne Athletic Complex, Hampton Roads Soccer Complex & the USA Field Hockey National Training Center. Looking for fun things to do? The friendly staff of the Holiday Inn Virginia Beach/Norfolk will provide you information and directions to close by attractions such as the Virginia Aquarium & Marine Science Center, Cape Henry Old Lighthouse, Norfolk Botanical Gardens, and the Chrysler Museum of Art. We feature 20,000 sq. feet of flexible ballroom space perfect for your company meeting, family reunion, wedding or social event from 5 to 500 people. From our entire staff we look forward to your visit! **Hot Tub Is Currently Closed For Renovation, it will Re-Open in a few weeks, updates to follow** ... more   less 
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