We stayed at Springhill Suites in Wheeling on the way to the East Coast, but it was booked on our trip home, so we stayed here instead. Although the common areas and our room were very attractive and well maintained, the service was very poor. 1. We checked in at 9:30 on a Saturday night and there was one person staffing the desk and answering two phone lines. We had to wait about 15 minutes to check in, when we were hungry and cranky. I am not opposed to waiting during peak times, but believe the manager planned poorly for a Saturday night. 2. My husband was awoken by housekeeping Sunday morning around 9 because we didn't have a do not disturb tag for the door. I had gotten up around 8 to work out, and there was not a single do not disturb sign on any doors on our floor, leading me to believe that the hotel does not make them readily available. After my husband was woken up, I asked a housekeeper for a tag and explained what had happened, and she mumbled an insincere apology. 3. The hotel is supposed to be 100% smoke free but it was clear someone right off the third floor elevator was smoking in their room. I know managers can't prevent this, but if staff members were walking around monitoring the property they would know and should take care of it immediately, not just fine people. 4. The breakfast was very heavy on carbs, not good if you are gluten free (like our family) or just trying to watch carb intake. There pancakes, pastries, biscuits, gravy and sugary cereals. They had hard boiled eggs and scrambled eggs, but the scrambled eggs tasted like they had been made from powdered eggs. 5. The breakfast bar staff person seemed overworked and hassled. There was not a drop of water in the hot water caraf, so I went to the front desk for assistance. After the clerk went into the back room to ask the breakfast bar assistant to fill up the caraf, he came back out and did it himself. I understand when you have a mob of people on Sunday morning that it's hard to keep up, but I think they needed a second person for the peak times. In fact, when my husband came down later to get coffee and accidentally spilled it because 3 different coffee cups had holes in the bottom, she came to clean it up and seemed indifferent to the problem, as if cups with holes and resulting spills are a common occurrence. 6. The sofa in our suite did not have a pull out bed. We made reservations via my iPhone while on the road, and I didn't know for sure from the web descriptions if the sofa had a bed, but we paid extra for the suite and my daughter had to curl up on the sofa. I asked the night clerk for a rollaway, and he said they didn't have any. We paid the same for this room as we for for Springhill Suites the week before, and Springhill have us much better service and amenities for the same price. I realize many people would be perfectly happy with the breakfast choices and would think that being awoken at 9 a.m. is not a huge deal, but in comparison with the other hotel, this is inferior. I also believe that if some of these service and staffing issues are not resolved, then more customers will probably be dissatisfied. An attractive facility is only one part of the equation.
- Official Description (provided by the hotel):
- The Holiday Inn Express & Suites Wheeling has all the amenities you have come to expect from the Holiday Inn Express brand plus a well-trained and courteous staff to make your time away from home feel like home. Whether you are traveling for business or leisure you will be able to relax or get down to business in our extra quiet rooms which are complimented by the Holiday Inns Simply Smart Bedding Collection sure to provide a great nights sleep. Our rooms are equipped with refrigerators and microwaves for added convenience. Our rooms also have a work desk so our guest can conduct their business and 37" flat screen TVs if you just want to relax. We offer free high speed Internet access throughout the hotel so you will never have to worry about missing something important. You can finish your evening with a refreshing dip in our indoor heated pool or relax in our hot tub after working out in our fitness center. Don't forget to start your day off right with our complimentary Express Start Breakfast which includes our signature cinnamon rolls and pancake machine. ... more less
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