Holiday Inn Express & Suites Wooster by IHG

Brand new, clean and reasonably priced.

Cleanliness of the rooms was the most important factor to us. It did not disappoint. Convenient location and friendly staff sealed the deal.

All was well.

Clean comfortable, great breakfast. Will stay again!

Lovely hotel! Very clean and appears brand new. The staff were nice. The breakfast was hot and plentiful. I would definitely stay here again!

Everything! I feel like these new Holiday Inn Express rooms are decades of listening to customers needs and finally designing rooms with modern guests in mind. I was traveling for work with my husband and the entire hotel made me wish every mid-range hotel was exactly like this one. The King Suite with sofa bed was perfect: Comfortable bed and so many outlets! The fridge/coffee station having a dedicated area separate from the bedroom. I was pumping for an infant at home and having a reliable fridge took away so much stress. I love the bench area for luggage (that is such a simple addition that is SO helpful). LIQUID HAND SOAP in the bathroom (finally)! A shelf next to the full length mirror and shelving in the shower! This particular location had the large patio and spacious lobby too.

Pillow labeled "firm" was most definitely not! No beer or wine served in the mini-market.

Everything is up to date

I had two back-to-back reservations at this hotel, one for a free anniversary night and one paid night (IHG doesn’t let you book those together online) and it was an absolute mess from the beginning. When I checked in, I was charged for my free night. I explained several times that it was an anniversary reward night and should be free, but they couldn’t figure out how to check me in without charging me due to a “new system” which they kept blaming and clearly didn’t know how to use. The general manager, who was also there when I checked in, was clueless as well. They told me I wouldn’t be charged and that the amount in question was what IHG pays them when someone uses a free night. But when I got to my room, I noticed the pending charge on my card for that amount. I went back to the front desk, to try to resolve the incorrect charge, but again, no one, including the general manager, knew how to fix it. They told me to come back later that day or the next morning and speak with someone who supposedly knew the system better. I also asked if they could combine my two reservations so I wouldn’t have to check out and back in but they didn’t know how to do that either. I was told to come back the next morning to check out, check back in, and get new keys. The next morning, I spoke to another staff member who tried to help, but couldn’t get the refund for the incorrect charge to go through. She asked me to come back in an hour. She also couldn’t check me in for my second night, but gave me new keys anyway. When I went back to my room, the new keys didn’t work. I had to go back down again to get new ones. A couple hours later, I went back to the front desk and the staff member told me she couldn’t print anything showing the refund but she let me take a picture of the computer screen showing the refund. Then I tapped my card to pay for my second night and was told I had been checked in for the second night. I also asked for housekeeping, but they never showed up. The next morning, when I went to check out, the person working the desk said I wasn’t in the system and had been marked as a no show, even though I was clearly there, had paid for the reservation in person and spent the night in the same room. Haha I’ve never been not checked into a hotel before. She also didn’t know how to fix it and again blamed the “new system”. When I expressed my dissatisfaction with the stay and all of the issues, all she said was “that sucks”. It took multiple follow-ups with IHG corporate and the hotel to get a corrected receipt so that the stay could be added to my IHG account. The general manager’s response to the case with IHG was condescending and completely dismissed all of the issues and the horrible experience this was. I’ve stayed at a few IHG properties this year and have had good experiences, but this one was an absolute disaster. The staff and general manager were untrained, disorganized, and couldn’t handle basic operations like check-in, refunds, printing receipts, or issuing working key cards. Stay anywhere except at this hotel, it’s not worth the stress and headache.

We had a wonderful one-night stay after a wedding. The check-in process was quick, and the desk staff was very friendly and accomodating. The room was spotless, the bed was comfortable, and it was quiet. We would definitely stay here again!

Everything looks brand new. Super clean. Most comfortable hotel bed I’ve ever slept on.

Can’t think of one thing!