I do have to say, my most recent stay at the Holiday Inn was the worst experience in a hotel/resort I have had thus far. In my 5 night stay from June 22 thru June 27 my family and I had to deal with unhelpful staff, unknowledgeable staff, ants, running out of breakfast food, missing property, un-made beds, and I had to pay for items to be returned to me, that ended up melted or ruined. IHG Care has not helped and can only direct me back to the hotel that will not respond. My next task is to try and contact the corp office and attempt to speak directly to Lewis Fader. I think the lack of service and in-action is completely unacceptable.
I booked 2 rooms for my family (7 of us in total) in Lebanon, PA. Our stay was for 5 nights, Fri June 22 thru Wed June 27. My purpose was a vacation visiting Hershey, Lancaster and Harrisburg areas.
Day 1 after checkin, i wanted to get a couple of extra pass keys. After repeatedly discovering some would not work, we determined there could not be more than 2 pass keys per room at a time. For every new one that was acquired, an existing one deactivated. The staff does not know this and has continued to say we can have more than 2 at a time.
Day 2, after returning from a day in Lancaster, we discovered my daughter's Nintendo DSI was missing. It was placed in a particular spot in the room (on her sweatshirt, on a bench). We searched both rooms, cars, pool area and realized it is nowhere to be found. The front desk was accommodating and called the manager after I insisted. He (Mike) listened and mentioned this has never happened before. He did say I would hear back after he investigated. I have not heard back and we are checking out tomorrow. I did hear the front desk say a name to Mike while they were discussing the situation. The name I believe she said was "Angela." I would like to also mention one of rooms was not made, the beds remained untouched. There was a hand written note saying they could not make the beds because of personal items. There was a sweatshirt and phone charger on the bed. They did however leave clean towels.
Days 2 & 3, the cleaning staff repeatedly came back to the rooms, knocking and asking if they could clean the rooms. The requests were done is relatively quick succession, 5 minute intervals. On one occasion, the room was already made and there came 2 requests after. The staff does the bare minimum for accommodating customers. I did not see any good customer service skills displayed during our stay. The staff at the breakfast area was the most helpful of all the staff.
2 mornings, we found the breakfast area short on food. No yogurt, no hard boiled eggs, no cartons of milk, no cinnamon rolls, as there was previously. We were told the pantry has run short of food. How can you offer free breakfast and run short of food?
This was not the most surprising thing that morning. I woke up to a bunch of little visitors running around the desk, ants. Not one or two, I saw more than 10. I have pictures in case this is in question. We notified the front desk immediately and we were told maintenance would take care of it. We mentioned our concern regarding spraying insecticide around our belongings and the response was maintenance would take care of it. We came back after a day at Hershey and I found an ant running around on the desk (another picture).
- Official Description (provided by the hotel):
- The Holiday Inn Express & Suites Lebanon is perfect for both business and leisure travelers with easy access to the Pennsylvania Turnpike (I-76) and Interstate 81. The hotel is also conveniently located just a short distance from Harrisburg, Hershey, Lancaster, and Reading Pennsylvania. Business is easy to do at major corporations such as Bayer, Quill, Valspar, and Seaboard. Plan a family fun day nearby in charming Lancaster 'the heart of Pennsylvania Dutch Country', visit the State Capital in Harrisburg, shop at the Outlet Malls in Reading, or make a sweet ending by visiting Hershey Park. The Holiday Inn Express Lebanon is also close to the Hershey Chocolate Factory, GIANT Center Sports Complex, PA Farm Show and the hugely popular Manheim Auto Auction. Complete your day with all the comforts of this beautifully appointed hotel. Swim in the pool, work out in the fitness center, or surf the Internet with free 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 Bar. We look forward to you experiencing a warm welcome at the Holiday Inn Express & Suites Lebanon. See you soon! ... more less
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- Also Known As:
- Holiday Inn Express Hotel And Suites Lebanon