Holiday Inn Express & Suites Huntsville - Muskoka by IHG — Hotel in District Municipality of Muskoka

Bed bug on the bed! The staff was laughing and manager lying.||First, I wrote a note about adding a crib when I book the room, I arrived there around 7:00pm, my husband said the front desk told him the crib already in the room, but actually no, I told my husband to remain them again. Finally, my husband had to bring it to our room by himself at 8:44pm.||Second, around 10:30pm I found 2 BED BUGs on the bed near the window, when I was moving my baby from the crib to the bed (he was crying for me, so I decided to let him to sleep with me). When I and my husband were at the front desk and complaining about this, my dad came with a dead BED BUG. He said, he was sleeping and suddenly fell a pain on his arm, we woke up and saw a bed bug is biting him. This is the THIRD BED BUG!||Third, at beginning, we complained to a staff (I don’t know her name. female, long hair and thin ). She said we can do refund and check out immediately, she cannot find other hotel to let us sleep, all hotels are full. Then a male staff came, and ask her about this issue, she explained to him and laughed at same time. Yes, just laugh like “Ahahaha”. I asked her “is this funny?” She didn’t look at me and when to the room behind the front desk without responding. I used my phone to find a hotel to move, I got one, but I didn’t know i use the wrong location. I ring the bell, she came out, I showed her the hotel I found, and let her call. She didn’t check my phone, just called the previous number and asked “ is there empty room now?” I asked “can I speak to him?” She said “ yes! Good luck! Ahahahahaha” and passed the phone to me and left again. Since that, she never came out again.||Fourth, the male staff came out, just repeating he is new staff, he can do refunding and checking out. As the policy, even we can find available Airbnb, they cannot move us to there. During the conversation I was keep asking about manager. They all said manager is not here, it’s not working hour, maybe manager will come tomorrow 9:00. This male staff called manager several times but no response.||Fifth, around 11:00-11:10pm, I saw a man went to the elevator and this male staff suddenly followed him. 11:15pm, my mom called me and said there are 2 men were opening the door. Then I heard the male staff’s voice, he said “we need to check the room”. I let them wait me. When I arrived, I asked the men if he is the manager, he said “ yes. I need check the room, not use your phone (I took pictures when I found the bug, and my dad’s arm is swollen after the bug bites him), I will take video by my phone. They got in the room, open a corner of the quilt, ONE SECOND, he put it down and said “ I checked, there is no bug” and try to leave. I said you didn’t even check carefully. He said “ look at the sheet under the quilt, it’s nicely on the bed, nobody was sleeping here, there’s no bug!” Then he left! I said “ don’t leave, you can stay here and look at me. I can check and show you.” He didn’t stop. I said I will call the police, he said “I can call the cops and bring you to the car, do you want that?” I think about my sleep baby, think about the coming 2 day days trip. What can I do?||Finally, we checked out around 12:00am, my husband find a hotel in Orillia, 1 hour driving at midnight.||Never ever come back to this...

Bed bug on the bed! The staff was laughing and manager lying. First, I wrote a note about adding a crib when I book the room, I arrived there around 7:00pm, my husband said the front desk told him the crib already in the room, but actually no, I told my husband to remain them again. Finally, my husband had to bring it to our room by himself at 8:44pm. Second, around 10:30pm I found 2 BED BUGs on the bed near the window, when I was moving my baby from the crib to the bed (he was crying for me, so I decided to let him to sleep with me). When I and my husband were at the front desk and complaining about this, my dad came with a dead BED BUG. He said, he was sleeping and suddenly fell a pain on his arm, we woke up and saw a bed bug is biting him. This is the THIRD BED BUG! Third, at beginning, we complained to a staff (I don’t know her name. female, long hair and thin ). She said we can do refund and check out immediately, she cannot find other hotel to let us sleep, all hotels are full. Then a male staff came, and ask her about this issue, she explained to him and laughed at same time. Yes, just laugh like “Ahahaha”. I asked her “is this funny?” She didn’t look at me and when to the room behind the front desk without responding. I used my phone to find a hotel to move, I got one, but I didn’t know i use the wrong location. I ring the bell, she came out, I showed her the hotel I found, and let her call. She didn’t check my phone, just called the previous number and asked “ is there empty room now?” I asked “can I speak to him?” She said “ yes! Good luck! Ahahahahaha” and passed the phone to me and left again. Since that, she never came out again. Fourth, the male staff came out, just repeating he is new staff, he can do refunding and checking out. As the policy, even we can find available Airbnb, they cannot move us to there. During the conversation I was keep asking about manager. They all said manager is not here, it’s not working hour, maybe manager will come tomorrow 9:00. This male staff called manager several times but no response. Fifth, around 11:00-11:10pm, I saw a man went to the elevator and this male staff suddenly followed him. 11:15pm, my mom called me and said there are 2 men were opening the door. Then I heard the male staff’s voice, he said “we need to check the room”. I let them wait me. When I arrived, I asked the men if he is the manager, he said “ yes. I need check the room, not use your phone (I took pictures when I found the bug, and my dad’s arm is swollen after the bug bites him), I will take video by my phone. They got in the room, open a corner of the quilt, ONE SECOND, he put it down and said “ I checked, there is no bug” and try to leave. I said you didn’t even check carefully. He said “ look at the sheet under the quilt, it’s nicely on the bed, nobody was sleeping here, there’s no bug!” Then he left! I said “ don’t leave, you can stay here and look at me. I can check and show you.” He didn’t stop. I said I will call the police, he said “I can call the cops and bring you to the car, do you want that?” I think about my sleep baby, think about the coming 2 day days trip. What can I do? Finally, we checked out around 12:00am, my husband find a hotel in Orillia, 1 hour driving at midnight. Never ever come back to this...

Not worth the rates** We recently stayed at a hotel we visit quiet often. When we got there, we didn't see any familiar faces that we always see. We were asked to wait in the lobby as 2 front desk staff took off in the elevator. Eventually they returned to the desk. The person serving us did not even ask for ID before giving us the room key. I asked if there was new management. The guy repeatedly shook his head saying no,no same management for a few years now. On our way to our room we noticed that the lobby and elevator floor was filthy and sticky. On our floor there was a cleaning trolly in the hallway (still cleaning rooms). This was roughly around 5:30pm - the first time we have ever seen this so late in the day! We went up to our room and did a quick inspection of the room. There was leftover residue of someone's blow out in the toilet, could see that the bed sheets were hiding blood stains on 2 of our pillows and the mattress protector, and there was at least 4 different hairs (length and colours) on the sheets too. We went went back down to the desk and asked to change rooms. It was chaos. 3 other families waiting to get into their room. Front desk staff not having a clue what was going on. We were told "sorry for whatever issue you had" while I was attempting to explain, and quickly shoved off to another room. This time the one sweet gentleman by the name of "Manny" came with us. We inspected the new unit. Other than mildew stains in the bathtub, it was at least better cleaned. Moving next to the bed we found another blood stain and then in horror found the mattress protector had massive pee stains across the whole bed (I didn’t even bother taking those photos at that point. Was praying that things would finally be right on the THIRD attempt). Manny said give him 20 min and he would make it right. He gave us a full fresh change over, but only had a queen sized duvet for the king size bed. Later that night we went out, upon our return, the room key was not working. Back to the front desk we went to get the cards deactivated again. In the morning we checked out at the front desk feeling uneasy if everything was even charged correctly. Elevator floors had only collected more stickiness/ debris by that point).There was a very nice lady who helped us, Carley. She gave us our receipt and we noticed it was for a completely different room again. But let it go as the charge was correct. I asked the question again about management change over. She confirmed indeed that there was a switch. So the guy from the night before blaitently LIED about it. This used to be one of our favourite hotels to stay at while in Huntsville. However this experience has made it our last. We used to think Holiday Inn had standards to follow. But I guess those standards left along with the amazing staff who used to work there! What an absolute shame. Really questioning what the “advantage” of being a rewards member is if this is the direction service is going. Along with the visible push of this being a complete DEI Hire...