Holiday Inn Express Haskell-Wayne Area by IHG

Reliable, comfortable

Sanitizer smell in room

LONG BUT TRUE! I was impressed when I first walked into the hotel. It was new very clean and the young lady at the front desk was absolutely wonderful. However, once we got into our room (traveling and staying for a week for the holidays with a 10 year old child) Immediately the TV would not work properly. Called the front desk and the young lady came to our room to see if she could fix it. She stated that happens a lot and she would try to reset it because maintenance was gone for the day. She was able to reset the TV, however, every 10 minutes the TV would just go black, you could hear the program clearly but the screen was completely black. Not wanting to keep calling the young lady at the desk because she was clearly the only staff available at the time. We kept turning it off and waiting a while then turning it back on but no luck. Which is really frustrating when you have a child that is bored to tears. Had to give him my phone to watch tv. This happened throughout the entire stay and despite us continuously advising the front desk nothing was ever done to fix the situation. Air conditioner/heater is extremely loud when it kicks on and stays loud till it shuts off. Wakes you up throughout the night. They have a coffee and tea station in the lobby 24 hours, which is really nice. However, there is no coffee maker in the rooms, and everyone does not feel comfortable or wants to get dressed, leave their room and go into the lobby every time they want coffee or tea. They need to put them in the rooms as well. They run out of coffee creamer a lot so you have to get what you can get when you can and it may not be the flavor you like so it’s a crap shoot. Breakfast first morning was HORRIBLE the cooked food was not good at all and the wait to get something hot was worse. The cook would wait until the food was completely finished to start to make more. So now there is a very long line of guests waiting for the food to get cooked. The eggs are fake and taste horrible. They would rotate from sausage to bacon every other day. And the omelets when they were available were terrible, why make all cheese omelets as my child has a milk allergy so that was a no go. FYI everyone does not eat cheese. Anyway, I did taste them, and it was made for the same imitation eggs, so they were horrible anyway. There was no juice left and when I went to see the eta of the food and to advise the cook of there being no juice, he got a little irritated and was not kind to me at all. He actually shoed me away from the door. I just left it alone and waiting for him to finish cooking the food. Later that evening I stopped at the front desk because it was late in the afternoon and no one had come to clean the room. Asked if someone would be coming to clean the room. She told me yes and told me that she was calling house keeping to ensure they clean the room. Got back to the hotel later that night and no one had come to clean the room as promised. Went to the front desk she stated that housekeeping was gone for the evening and gave me toilet paper and towels I cleaned the room myself, didn’t expect to have to play house keeper but ok. TV still going black every 15 minutes. Internet very poor and had to connect to my hotspot to get my homework done. Breakfast second morning, same situation no food ready long line and very long wait to get anything hot. Cook starts cooking food when the tray is completely empty. Finally got something hot but again, terrible tasting food. Decided that was the last time trying to get anything good to eat at the hotel. Later that afternoon before leaving out to get some real food. did come to clean the room but barely. Noticed she was only taking out garbage and asked if she could change the sheets. She told me no, I asked why not she stated she had to ask her manager. WHAT? She then called someone and I guess the manager said yes she can change the sheets. I helped her change the beds. I then noticed she did not bring in fresh towels but she had taken the towels I got from the desk the night before and hung them in the bathroom (no lie). Then as she was leaving I asked if she was going to vacuum and boy did she get an attitude. She angrily vacuumed the room and left. Next day, Thanksgiving day. We had breakfast and got ready to go meet our family. When we got back later that night again no one had cleaned the room. I went to the front desk again because we had left food out and the room smelled terrible. The clerk told me that they don’t have cleaning on the holiday. I asked why no one told us that and she stated they have a notice posted. I asked her where is this notice and she pointed to the other end of the check in counter (where no one checks in at) It was a letter posted and looked like a memo or something. Nothing that would indicate the guest should read it. I told her they should inform the guest of this and put the notice where we can see it and would know to read it. Once again, I was playing housekeeper on my vacation. Still TV not working properly and no one had come to try to fix it. I was told it’s all the room so changing rooms wouldn’t solve this problem so again my child watched TV on my phone. It got to the point that I just sent him to a family members house so he would not be bored to tears in that hotel. The next day left out to spend time with family, so we went to the restaurant across the street. Before I left again stopped at the front desk to ensure my room would be cleaned. Got back to the hotel around 5:30p, and guess what? NO ONE had gone to clean the room. I called the front desk twice to get someone to come clean the room. House keeping came and the attitudes just kept coming. You can’t make this stuff up. She told me I had to leave the room, I told her I was not going to be in her way, and I couldn't leave because I had to finish my homework. She walked out of the room with the nastiest attitude ever although I was speaking to her kindly. I called the front desk back and told her what had transpired. I explained that had they come earlier while I was out the entire day no one would be there, but being its now late in the evening I wasn’t willing to stop doing my homework for her to clean my room. A few minutes later she came back with another lady and I helped them clean the room. I could not wait for Sunday to come so I can get out of that hotel. If I could have rebooked my flight and left Friday I would have. That was the worst hotel experience I ever had, and I expected more from that brand and especially it being a new hotel. Upon checking out I asked to speak to the manager and was told she was there but wasn’t available because she was helping managing the housekeeping staff (again what?) I asked if she could call her and let her know I wanted to speak to her personally and they told the front desk didn’t have a walkie and they are not supposed to call her cell phone. (unreal) finally the young lady called her cell phone, and she came to speak to me. I pulled her aside to speak to her in private to tell her all that had happened. She then told me she was sorry and would talk to her boss and call me by Wednesday. I then got a call from the front desk a few days later telling me the manager was not feeling well but she wanted me to know she would call me. It is now a week before Christmas, and I have yet to get that call. The only nice experience at this place was the check-in as the young lady (sorry I forgot her name) was so nice. Other than that, it was HORRIBLE. DO BETTER IHG DO BETTER. And when you tell someone, you will call them back, keep your word and call them back.

The location is perfect for our needs. The cleaning staff were very helpful and friendly.

The front desk staff need personality transplants. They were not helpful and didn't seem to care about the guests. The breakfast was terrible. Our bathroom shower had mold on the front left corner. Bleach, white vinegar, or mold killer would remove it. Simple fix. We have been staying at this hotel 2 times a year since it opened and its rate of decline is disappointing.

Room was clean and quiet. Breakfast was generous.)

Clean comfortable indoor pool in the mountains outdoor patio cool on a summer night friendly desk pretty area altogether even better bar across the street lol

Excellent staff (especially Colleen at the front desk, the breakfast ladies, and all the housekeeping workers) and the amenities. Complimentary breakfast (with a wide variety, nearly complete; the only thing was the same options every day, but you can change your taste every day) and parking. An inspector daily checks everything. It was a lovely, enjoyable, and productive stay for us. The large Q room option with a lake view was beyond our expectations. Thank you so much!

N/a.

Clean, nice breakfast, and pet friendly