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“Beware of getting "walked" and a lack of professionalism”

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Holiday Inn Express Walla Walla
Ranked #4 of 15 Hotels in Walla Walla
Certificate of Excellence
Seattle, Washington
1 review
common_n_hotel_reviews_1bd8 4 helpful votes
“Beware of getting "walked" and a lack of professionalism”
Reviewed August 18, 2011

Buyer beware. While our family has stayed at this hotel before, we will stay elsewhere from now on. Despite having reservations we were "walked" when hotel staff overbooked. The receptionist was beyond rude and actually swore at us when we questioned why we had to find accomodations elsewhere despite preplanning on our part. As the person in charge for the evening she should have better explained the circumstance and taken ownership of the situation. We were repeatedly told "I don't know, I didn't do it, and I don't have to do nothing for you". She was rude, unprofessional, and showed a lack of concern for weary travellers. The alternate hotel offered was not an equal by any means (lack of cleanliness and imenities we were looking for) and other facilities in town were all booked. My daughter was very upset by the experience. When a call was made to corporate to clarify and offer suggestions for improvement we felt that we were not valued customers. It was explained that this is "company policy" to "walk" guests when overbooking occurs. We have never had such a horrible experience in any hotel anywhere else. As we travel frequently to this area we will never book at this hotel again. Thankfully we didn't have to sleep in our car, which was the only other alternative.

  • Stayed August 2011, traveled with family
    • Service
Helpful?
4 Thank CSloan987
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Leahna L, General Manager at Holiday Inn Express Walla Walla, responded to this review, August 23, 2011
We greatly apologize for any inconvenience that this situation caused our guest. It is a very rare occasion that we have to actually walk a guest to another hotel. There are occasions that guests stay beyond there checkout date and do not check with us to see if there is availability which can overbook the hotel. If this does happen we find the guest accommodations at another comparable hotel which we pay for, and try to reach the guest before they reach the hotel. In this circumstance we couldn’t reach the guest and had to leave a message. When the guest arrived we not only had a room that we were going to pay for but also offered a gift certificate for a free night at our hotel for another stay. We did end up giving the guest 25,000 priority club points when the offer to pay for other accommodations was declined, this is enough points to stay at any Holiday Inn Express. We strive for great customer service and never which this to happen with any of our guests.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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354 reviews from our community

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Rating summary
  • Sleep Quality
  • Location
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (66)
Date | Rating
  • English first
  • Any
English first
Seattle, Washington
Level 6 Contributor
469 reviews
345 hotel reviews
common_n_hotel_reviews_1bd8 559 helpful votes
Reviewed July 21, 2011

This good place has a rather dismal location on the fringe of town.

However, we had a cheeerful and good-sized Executive room with good beds, flat TV, coffee maker, microwave, fridge, good lighting, reclining chair, and desk with desk chair.

This place seeks to please with friendliness, a good breakfast, excellent housekeeping and maintenance.

  • Stayed July 2011, traveled as a couple
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
Thank wonderfulworld
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ashland, Oregon
Level 4 Contributor
31 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 56 helpful votes
Reviewed July 7, 2011

My daughter and I went to Walla Walla to check out Whitman college, and chose to stay two nights at the Holiday Inn because of the reviews I read on TripAdvisor. I appreciate when thing go as expected, or as they should. The hotel is run efficiently, and the staff was friendly, but not overly. The room we stayed in was large and comfortable, and offered free wifi (shouldn't it always be free?) that actually worked without a glitch. The hotel is located a short drive through a lower income part of town to the main street. I don't mind seeing all the local aspects of a town, but it might bother some people. The highway is also a short distance from the the hotel (not so close that you can hear it) and can be taken to town if you want to avoid the local route. At the end of a day exploring the area, the hotel puts out great cookies and ice cold pink lemonade to take to your room or enjoy in the dining area where they also serve a decent breakfast, all included in the price of your stay.

Room Tip: Internet rate was offered at a lower price that the AAA rate.
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  • Stayed July 2011, traveled with family
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
Thank Linda R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Caldwell, Idaho
Level 3 Contributor
18 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed July 2, 2011

Tapping noise in wall of my room. ALL NIGHT LONG! This was the most awful experience I have ever had! I contacted the front desk, they could do nothing...
How could they not know about this, horrible!!!!
It was like someone was tapping on the wall all night long!
Except there isn't a room next door. Go to Best Western...
And my room smelled like cigarette smoke.

  • Stayed July 2011, traveled with family
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
3 Thank Pcmontgo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Redmond, Washington
Level 5 Contributor
54 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 35 helpful votes
Reviewed May 7, 2011

I don't have a dog, but several people staying here did! Wasn't a problem for me, as all the dogs (including the big one in the room across the hall from me) were well-behaved and quiet. Nice clean room with refrig; liked the La-Z-Boy-like recliner in the room for channel and internet surfing. Decent hot breakfast options (included). Nice touch for front desk to include coupon for bottle of water and snack for Rewards members. Motel is over a mile outside of Walla Walla so not ideal if your plans include drinking a lot of wine in town, but nice if you're looking for quiet place to stay. As with many motels in this value class, suggest requesting upper floor so you don't hear the footsteps above you like I did!

Room Tip: Request top floor so no one stomps on your head
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  • Stayed April 2011, traveled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank seattle1299
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Level 2 Contributor
5 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed April 24, 2011

Customer service is excellent
Employees really get it. My kids enjoyed it.

Breakfast was mediocre at best but other than that, it was a great experience.

  • Stayed April 2011
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Achacon
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Billings, Montana
2 reviews
Reviewed April 13, 2011

Enjoyed the Holiday Inn as a base for winery visits, golf and enjoying Walla Walla.
Very nice, clean and friendly. Good breakfast, if a little insitutional. Nice lobby space and a patio for enjoy a bottle with family. A short jaunt to downtown and to the southside wineries. Visited Saviah, Bereson, Pattit Valley, Dunham and Dusted Valley Wineries. Also Feast Walla Walla, a great food and wine downtown event. For golf, the Wine Valley Golf Club is a terrific links course just west of town.

  • Stayed April 2011, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Troutfitter
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Holiday Inn Express Walla Walla

Property: Holiday Inn Express Walla Walla
Address: 1433 W Pine St, Walla Walla, WA 99362-9497
Phone Number:
Location: United States > Washington > Walla Walla
Amenities:
Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Business Hotel in Walla Walla
#5 Romantic Hotel in Walla Walla
Price Range (Based on Average Rates): $$
Hotel Class:2.5 star — Holiday Inn Express Walla Walla 2.5*
Number of rooms: 81
Official Description (provided by the hotel):
Surrounded by wineries,and vineyards,the Holiday Inn Express Hotel welcomes you. Whether you are here for business or pleasure, our location offers easy access to all this community has to offer. The Balloon Stampede, Winery Barrel Tastings, graduations/ events, Walla Walla County Fair, sporting events, art, car and horse shows are a few events held in our historical town. We have 81 spacious rooms, an indoor pool and spa, 24-hour fitness room and business center. We serve a complimentary super deluxe Continental breakfast and every night we make fresh baked cookies and milk. All of our rooms offer either king or queen size beds, microwaves, mini-fridges, irons and ironing boards. Corporate travelers enjoy over-sized desks and ergonomic chairs plus free high-speed wireless and hard wired Internet access. Whether you are in town to sample one of our award winning wines, visiting our beautiful historic downtown , or just getting away to relax, Walla Walla and the Holiday Inn Express have just what you need!! Stay smart at the totally smoke free Holiday Inn Express Hotel. ... more   less 
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Also Known As:
Holiday Inn Express Walla Walla Hotel Walla Walla
Holiday Inn Walla Walla
Walla Walla Holiday Inn

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