The only good thing I can say about this hotel is that the night manager, Scottie, was extremely nice and apologetic. The guy at the front desk when we first got there, "Mr. Reese" acted as though he had no idea why we were upset. I couldn't believe how blunt and unconcerned he was.
In May, I booked this hotel for 3 nights for myself, my husband, and my daughter. I got a confirmation number that confirmed that I had a King bed with a sleeper sofa, nonsmoking room. When I went to check in at 11pm that night, Mr. Reese told me that all they had left was a smoking room. My daughter has asthma. I told him that I had a confirmation email showing a non smoking room. He told me that when you place the reservation online, you aren't guaranteed the room. Who ever heard of that??? I didn't use a travel agent or a 3rd party website. I went directly through Holiday Inn's website. I asked him "So when I reserve a room through your website, I'm not guaranteed to get that room?" All he could say was "I didn't take the reservation." He also said "That's all we have. We're full. We can't do anything else." No apology, no explanation...at least no explanation that made any sense. He acted as though we were a nuisance. I've never felt so unwelcomed in my life.
We got in the car and called every hotel within a 20 mile radius. Because of a concert in town, there was only one room to be had and it was a suite at the country inn right across the street. At 11:40m, we went back in. By then the night manager, Scottie had come in and I explained the situation. He apologized and he was so sincere. He offered to take 150$ off the overall price. We asked to check the room first. We went in and there was only one bed....no sleeper sofa like we had reserved....and the room was far too smoky for us to stay in. We came back out and explained to Scottie that the reservation had also included a sleeper sofa and we didn't get that either. He offered to get a cot for my daughter but there was no way she could tolerate the smoke. He looked up the reservation and asked if we were a PREFERRED member. We said no and he said "I bet that's what happened. These preferred members can basically get whatever they want."
So we made a reservation and let them authorize $150 off our card. We did this two months in advance. We get there close to midnight and the ONLY thing that matches our reservation is the bed size. EVERYTHING ELSE was wrong. To top that off, we were met with a guy at the desk who had no sympathy, didn't even try to fake that he cared, who gave us attitude. In the end, we took the suite at Country Inn. I don't think I'll ever book at another Holiday Inn express after this experience.
But, if your a PREFERRED member, then book here. It at least looked clean and they'll give you whatever you want.....even at the expense of their now former customers.
- Official Description (provided by the hotel):
- The Holiday Inn Express Harrisburg East is perfect for both business and leisure travelers with easy access to the Pennsylvania Turnpike, I-83, I-283, and I-78. Nestled among major corporations such as Phoenix, Contact, Tyco, Highmark Blue Shield, UPS, Pepsi and Sysco, the Holiday Inn Express Harrisburg East is conveniently located 5 miles from the Pennsylvania State Capital and just 4 miles from downtown Harrisburg. It is easy to plan a family fun day in Historic Gettysburg, beautiful Lancaster or charming Pennsylvania Dutch Country. Make a sweet ending by visiting Hershey Park. The Holiday Inn Express Harrisburg East is also close to Harrisburg International Airport (12 miles), the National Civil War Museum, the GIANT Center sports venue and Carlisle Events. Complete your day with all the comforts of this Harrisburg hotel while enjoying your favorite snack and drink from the hotel s market. Surf the Internet free with wireless access. All our guest rooms are fully equipped with plenty of work space to spread out and make your trip a success. Every day starts out complimentary with the Express Start breakfast. We look forward to you experiencing a warm welcome to our new Holiday Inn Express Harrisburg East. See you soon! ... more less
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- Also Known As:
- Holiday Inn Express Harrisburg East Hotel Harrisburg
- Holiday Inn Harrisburg
- Comfort Inn Harrisburg
- Harrisburg Holiday Inn