Holiday Inn & Suites Milwaukee Airport by IHG — Attraction in Milwaukee

I have stayed at this property in the past and never had such trouble and disappointment as I did on my recent stay. I was on a reverse park and fly reservation, which was messed up from day one until after I checked in. The reservationists and front desk people got the reservation wrong, they claimed the IHG # I gave them didn’t exist (until I forced the guy checking me out to try it again), they canceled the reservation while I was traveling (I was parked there and was to stay upon my return and I had tried extending — not canceling the reservation), they couldn’t seem to understand that my contact information had changed from a previous employer to my personal information, so they were emailing my former assistant at my old job and they misspelled the new information I gave to them. When I checked in, I was told I was being charged a higher rate because that was what was in the reservation. I claimed it was wrong. As they pulled up more information on my reservation, they finally found the rate I had been quoted originally. When I arrived, there was a red stir stick (like you see in drinks) laying on the floor near the bed — very noticeable — indicating someone one didn’t do a very thorough job of cleaning. No one offered me help with my bags. I requested a blanket because the room was so cold (and the thermostat didn’t work right), which the front desk person said they couldn’t deliver to me for at least an hour because it was so busy and they were by themselves (really?? No one to run on behalf of the front desk??). When I finally went out to get ice about 30 minutes later (not convenient and the vending machine also wasn’t working), I saw two people at the front desk, so I walked up and asked about my blanket and they said they would deliver it to me — which they finally did — but clearly there were two of them there. Room service was deplorable. The soup tasted like someone had literally dumped a bowl of salt into it. The food was cold. I was on the ground floor and apparently next to an incredibly loud door that led to the outside with people banging loudly going in and out during the night. I got a late check out, but housekeeping still knocked and tried to come in an hour before I was due to leave. The airport shuttle doesn’t just run on a regular schedule — you have to call to have them come and get you — which is ridiculous when you are an airport hotel. Even after I called, they didn’t show up for 20 minutes, and they are only 10 minutes or less from the airport. Every other hotel shuttle made regular rounds except for Holiday Inn. When I mentioned many of these things to the front desk person who checked me out, he blamed problems on the reservationists because they are off-site. Clearly the management of this hotel has gone...

We will never stay at this hotel again. This used to be our favorite Milwaukee hotel but we quickly learned that more than the inside of the hotel had changed. I went to the front desk and asked for quarters for the laundry room. Dee was the only one there and she said they didn't have any. I asked to speak to the manager. She said he was due in at 9 and she didn't know where he was. I asked her to call him and maybe he could bring a roll of quarters in when he got here because I had 4 kids at the room and I shouldn't and couldn't go out to get change. I asked if the restaurant had change and she told me to go ask while she called to see where the manager was. Tracee in the restaurant saved the day!! She had 7 dollars in quarters which was enough to get my laundry started. I asked the front desk clerk for the managers name and she gave me his card and said he will be in at 11. Alittle later we were at the pool. There were at least a dozen ants in the whirlpool area. There were no towels for us to use either. The table in the laundry room that is used to fold clothes had a sticky residue on it that I saw just in time. At 11 I went to the front and asked to speak with the manager, E. W., privately. I relayed all of the issues to him that we had experienced and I told him I felt it was only fair to speak to him about these issues so he wouldn't be caught off guard when my review came through or when my survey results came his way. He accepted no responsibility for anything. Instead, he said that Maintenance should take care of the ants and Housekeeping should supply towels and clean surfaces. He never once apologized and it was immediately clear he was not managing this hotel very efficiently. When we left at 11:30 we told the maid we were leaving in case she wanted to clean our room while we were gone. She basically grunted at us and I heard another employee ask her what was the matter but I went into the room and did not here her reply. When we returned at almost five our room had still not been cleaned. I again went to report this to the manager, E.W. We hustled the children off to the pool so they could clean the room. We have never been so disappointed in a Holiday Inn stay. And it is very apparent that E.W. is not aware of the Hospitality Promise that is prominently displayed in every bathroom because the bill we received the next morning did not reflect that he was aware of that promise. The employees at this hotel are disgruntled and take no pride in their work and the majority of them have no idea what customer service means and that comes straight from the top. We will never stay at this hotel...

My husband and I have been staying at IHG hotels and resorts for the past 5 years. We loved the friendly service and cleanliness of the room. However the last two stays with IHG have been a nightmare to say the lest. After checking in to the hotel in the earlier evening we went to our room to find the bed not made, towels laying on the floor and the trash not taken out. We were not happy and immediately called the front deck who moved us to another room.

When we arrived to the new room we found the smoke detector hanging from its wires above our bed and upon we returning to our room after spending the evenings with friends we pulled open the pullout couch to discover there were no sheets for our daughter to sleep on. So I proceeded to walk down to the front desk where I waited for well over fifteen minutes due to there being a line of people in-front of me checking in. This was around 11 o’clock at night.

As I stand there two other customers walk up waiting for assistance. As we begin talking we discover that all of our rooms had not been cleaned or stocked properly. 4 ROOMS!!!! Not properly cleaned. That is beyond unacceptable!!! No sheets, missing towels, unclean filthy rooms. We as customs pay for a service and expect to at the very least a clean room.

The health and safety of my family when staying at an IHG property is clearly not this companies first priority. A simple I’m sorry does not fix the fact that we spent money on a room and a business that clearly does not care if they hold up their end of the bargain. I am disappointed that the company that I knew and enjoyed spending time with my family at has taken such a drastic change.

Upon leaving the next morning my husband overheard the maid staff complaining about their jobs and how they didn’t want to do the work. I’m sorry but this is not something customs want to hear when it is clear they are being paid to stand around and do nothing. I will not continue to spend my money on a business who’s employees do not take their job seriously and feel they deserve to be paid for a job they have not preferred. We as customers put faith in your business to keep our family safe and by exposing us to unclean rooms you have in endangered the health of my children and myself. At the very least I hope this company rectifies it’s issues and holds their employees accountable for their actions.

This type of service is unacceptable and has happened to my family twice in the last month at two different hotels / resorts, as a result we will no longer be staying at any...