Holiday Inn Express Fort Wayne - East - New Haven by IHG

I woke up to this huge bed bug staring at me in the face and immediately told the front desk. The ladies directed me to a gentleman that came up to the room and saw the bed bug and then told me ‘they’re not as bad as people make them out to be, you just need to wash your clothes in high heat’. I told him if that’s the case, I’d like them to sanitize my clothes. He called the general manager, Catori Stewart-Hanes. She said and I quote ‘I’m not going to wash your clothes because I don’t want to contaminate the laundry room. Your belongings are not my responsibility. There will be no refund unless pest control identifies an infestation’. I never asked for a refund, I just wanted my belongings sanitized, since bed bugs aren’t a big deal to them. I collected my belongings in plastic bags and asked her for her name. She pointed at her cards and asked me to get out of her lobby. I wouldn’t recommend this hotel to anyone. The general management has no grasp of crisis management, hospitality or integrity. She ‘kicked’ me out (as I was leaving lol) because I had the audacity to be frustrated at finding bed bugs in a room she’s responsible for. I never offended her, disrespected her or made a scene (there’s cameras to prove it). I don’t know if it’s an excessive need of training in customer service/hospitality or the shackles of leadership weigh heavy on her, but to treat your guests with such apathy is unjustifiable. This lady didn’t even say sorry or there’s a laundromat one street over, she just went straight to ‘not my problem no refund’. After telling locals about my experience it turned out that their lack of hygiene is well known. The ladies at the front desk were sweet and understanding on the other hand.

Front desk personnel were excellent. Very helpful. Breakfast option were good and restaurant staff were extremely friendly.

Perfect place to relax!

This is a 3 story hotel that only had one elevator. The room was clean and everything worked well. The Fridge had a small working freezer. The breakfast was pretty standard. They had Auto coffee brewing machines and an Auto pancake maker. They had two types of sausage and, eggs. They had sugar-free syrup and gluten free muffins. I’d stay here again.

Overall, It is a good hotel to stay with friendly staff. The parking area is a little tight. The carpet in the lobby can use a good steam cleaning.

The staff were very friendly and informative. The hotel was clean and our king size bed was so comfortable. Surrounding area felt safe and I'd definitely stay there again!

We stopped on our way to visit our son and his family. We were pleasantly surprised on the service and cleanliness here. The room had been recently updated, comfortable, and quiet. All the staff was very welcoming and helpful.

The building needs refreshed, dirty elevator, dirty entrance, dirty windows, room only had a lounger in it and bed… Front desk were kind and friendly…. I think the construction workers have really done damage to this building… breakfast was okay, syrup was ice cold when you put on your pancakes… I stayed there once a while ago and it was fresh and clean..