It started upon arrival. I came to the front desk while my husband and niece unloaded the luggage. There was a sign saying that the desk person was "helping someone else in the hotel". This sign was on the front desk almost the entire weekend, and staff appeared to be "hiding" in the room behind the back wall of the front desk. The Friday evening clerk told us that the hotel was busier then normal, and that they were not adequately staffed. I am uncertain how on Thanksgiving weekend, management could not have known how many rooms were booked? There were two women's hockey teams there, so you can't say they all just drove by and said, "Gee, let's stay here". The hotel management knew and then didn't have the foresite to staff appropriately. As an FYI, no managers were available at all, all weekend.
When we got to our room, I opened the sofa bed for my niece to lie down. I turned down the covers and a pair of dirty socks was laying in the bed. I called the desk, and the clerk said it would be taken care of in a few minutes. 2 hours later, still no clean bedding, and we again told the 2 women, 1 a housekeeper who were at the desk, and it was still a long speech about how remarkably busy the hotel was, and it took another hour for the sheets to be changed.
The hotel boasts of hot coffee, tea, and hot chocolate in the lobby 24-7....ummmm, NOPE that was not true.
The hotel boasts of a hot breakfast, well, the first morning was pandemonium. Both hockey teams were crowded into the breakfast area at 9:00am, there was barely any food out, and there were young men picking through the eggs and bacon with their hands. The "kitchen" door was closed, and no one was around moving people, restocking food or cleaning tables, so needless to say we ate out, essentially paying for breakfast twice. When I approached the front desk, the day clerk was on her cell phone on a personal call, and ignored me the entire time I was standing there. Oddly enough, on our second morning, the same clerk was entertaining her husband and child at the front desk, instead of handling customers.
Morning two we had breakfast which was okay, but it took about 15 minutes for the breakfast room staff person to hang up on the personal call she was on, on her cell phone, and wipe down a table for us.
The hockey teams and their family and friends were running all over the building, taking over the pool area, standing in the way, and not letting people pass through hallways etc... they were plain rude and obviously thought they owned the hotel for the weekend. No hotel staff was available, when we asked to speak to a manager, to be sure that the other guests were taken into consideration.
- Official Description (provided by the hotel):
- Located just minutes from downtown Newport, Beaches, The Newport Mansions and so much more; Holiday Inn Express Middletown is the perfect retreat from a long day of adventures and exploration. ... more less
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- Also Known As:
- Holiday Inn Express Middletown / Newport Hotel Middletown