Our stay was August 10 - 17. The location was good, close to beaches and restaurants. After a long ride we arrived at about 6pm, my husband used the Hotel’s public men's room and found it to be dirty. There were paper towels on the floor and the toilet was plugged. We checked in and were provided a room on the third floor. I entered the room and found it to be unclean. Carpets were not vacuumed and the bathroom floor was not clean, it had a lot of hair on it. As noted by another reviewer, the rooms were cleaned late in the day, and were not thoroughly cleaned; no vacuuming, no toilet cleaning, and a fingernail found in my bed sheets before I even used the bed. The next morning I went to the “fitness center”, or really a large closet which had three machines – treadmill, bike and an elliptical. The bike had a sign on stating it was broken and that parts were ordered. The elliptical didn’t appear to be working properly according to several people that came in to use it while I was there. The treadmill seems to be the most popular piece of equipment as each morning I was on it people came in to use it and left. They really need two treadmills. The whole upkeep of the fitness room seemed to be completely overlooked. If there was water in the cooler, there were no cups; if there were cups, there was not water in the cooler. Two days, there were no towels and no sanitary wipes to wipe the equipment down. There was a place for them; however, it was not filled until two days before I left. These were all reported to the front desk, and only when reported, were they acted upon. Breakfast lacked seating for the amount of people staying at the hotel and went until only 9:30, which likely contributed to the lack of seating. Being a vacation area, you would think it would run longer as to not rush people to get down and take advantage of the included breakfast. That being said, people were impatient and not friendly when you have one toaster with several people waiting in line to toast their bread. I did have the pleasant experience, however of speaking with Sam at the front desk who made sure there were towels in the fitness center when I requested them and a kind woman who worked the chaotic breakfast shift, employed at the hotel, who managed to find a banana for me, after breakfast was over. Due to so many people in the breakfast room it was impossible to make your way over to get a piece of fruit. Lastly, and most importantly, I had the unfortunate experience of having my iPod taken from my room. I use it each morning when I work out and used it on Tuesday. As is my routine, I got up to go work out early Wednesday morning and could not find my iPod where I left it each day. I went to the hotel front desk to let them know it was missing and wondered if the person who did take it, may have grown a conscience and turned it in. The man at the front desk took my name and room number. My husband received a phone call from Dawn, who turned out to be the GM asking if we had found it or if they should continue to look for it. It was pretty clear that she thought we misplaced it somewhere in the Hotel. My husband quickly made it clear to her that the iPod was not misplaced at all but was taken from the room on Tuesday. Dawn stated she would get the maintenance person and have him run a lock audit on our door to see who came and went. She also stated that she would have the housekeeping supervisor clean our room and she wanted to search the room to be sure we didn’t miss it while looking for it. I thought this was odd as it implied that we did not do a thorough job looking for it. It was clear to me where it was before it was taken and that it wasn’t there when I went to get it, someone had clearly taken it and the only one that should have been in the room would have been the housekeeper. My husband put the "do not disturb sign on the door" so housekeeping would not come in to clean the room that day, as we were feeling uneasy at this point about other valuables we had with us. By Friday I had no follow up on what action was taken around this issue. I called Dawn’s extension and left a message for her to call me back regarding resolving this. On our way out for the day Dawn was at the front desk at which point we introduced ourselves and stated we would like resolution to this issue. She said they would look in the room and get back to us. She never got back to me, but I was told by someone at the front desk, that Justin would get back to me. Because I never received a call back, I phoned Justin Friday evening as we were checking out Saturday morning. When he answered the call and I stated who I was and from what room he acted as if he knew nothing about the matter. I told him he knew what I was calling about at which point he stated he did and that there was nothing the Hotel was going to do about it as “it would be admitting fault”. It was very unprofessional for Dawn, who is stated to be the GM, to have passed the issue off to someone else, to then tell me that they were willing to call the police for me to file a report, but were not willing to do anything else. I understand that issues will occur in this type of business, that having employees with direct access to customer’s personal belongings will result in some issues. What I find completely unacceptable is the manner in which Hotel management handled the situation. For me to have to chase them and then have the issue handed to someone else to merely say they would be happy to facilitate having the police take a statement is reprehensible, particularly when I provided Dawn with my cell phone number to contact me. The rooms should have safes in them, lacking that be sure you leave nothing of value in your room. I believe the problem with this Hotel is poor management, not the property itself. For management to have this situation drag on a number of days over a $140 iPod, which I promptly went out on Wednesday and bought a replacement, when I spent over $1,800 for the week's stay is rather indicative of the "Poor Management" title. A better run Hotel would have made some effort to ask how they could resolve the matter and take some responsibility for the actions of their staff, even if not admitting guilt. I have had good experiences at other Holiday Inn Expresses, however I will not stay at this one again nor would I recommend it to anyone else.
- Official Description (provided by the hotel):
- Fresh from a complete renovation, the Holiday Inn Express provides modern accommodations and well-appointed amenities sure to fulfill your every need! ... more less
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- Also Known As:
- Holiday Inn Express Rehoboth Beach Hotel Rehoboth Beach
- Holiday Inn Rehoboth Beach
- Rehoboth Beach Holiday Inn