Holiday Inn Cape Cod - Hyannis by IHG — Hotel in Barnstable

Hotel entrance appeared remodeled within the past few years. Hallways, room carpets, and general cleanliness would get a B-.Wife and I traveled with my 12 yo daughter and my mother. We always book suites simply for some extra room and were happy this room had two bathrooms. The king size bed appeared comfortable and due to the stairs we had my daughter and her grandmother stay on the 1st floor. The top floor was sparsely appointed and had a pullout loveseat size couch. I would guess this bed would normally be reserved for small children but was super uncomfortable to the point we never opened it again after the 1st night. These days corona seems to be everyone's excuse for lack of staff and the changing of norms such as you get what you pay for... sometimes. With quick trips I like the buffet option and have learned to call the hotel directly to confirm as I did days before our arrival. This particular location it is not included and I paid extra for 2 adults (12 and under eat free) and I personally don't eat breakfast. Upon arrival I learned the buffet was shut down but the restaurant was open and you could order individual plates off of the menu. Our first day I went downstairs and ordered two orders of short stack pancakes, 2 orders of sausage and 2 hash browns and a children's pancake breakfast and asked it be wrapped so it could be eaten in the room. After convincing staff that my wife wont eat indoors and that they had shut down the buffet because of the delta spike (i guess) they agreed to wrap the breakfast and I gave them 2 breakfast vouchers. I went on a bike ride and had my wife pick up there food. All good...right...nope I find out our 2nd morning that my wife was charged $15 and change when she picked up the food. When I asked the response was that the menu items were separate and we were charged for extra items. So the 2 sausage and 2 hash browns...wait what... I paid for 2 adults buffet breakfasts. Normally I would argue but I just let it drop it was only $15 but seems like a bait and switch on retrospect. The final kicker was the day we checked out was torrential rain. No bell service so I got a cart loaded our bags and brought them to the lobby where their is a overhang to park and not get drenched and left the family with the bags as I retrieved our suv from the rear lot. As I exited the rear hotel door I realized the car keys were in my jacket with the luggage. Problem is the key card for the hotel did not work so im in the rain, no prob I dont melt I call my wife she grabs the keys and walks thru the hotel and good to go but before I check her key card which also does not work. I pull the suv around load the vehicle and walkin to check out. I asked about they keys not working and was told the keys are shut off at 11AM, I was given no explanation why they didnt work at 10:30 as it had just turned 11:03 as per the bill. Not a huge issue but with hotels and restaurants being customer service oriented and both closing or severely restricted for the past 20 months you would think people would go the extra mile. Doing your job better than others is what gets my attention...

This hotel could get 4 stars not 3 if Theresa wasn’t front of the house and wasn’t the first impression that customers make when they get there. The hotel itself is clean, the pool was lovely, plenty of parking, and nice set up. It would have been perfect for a quick stay if our check in experience wasn’t so unpleasant with such a hateful, unkind, and ignorant person.

If you want to see a Karen in real time check in with Theresa who supposedly is the manager but is completely inappropriate, unprofessional, and should honestly be in a different industry. When I went to check in three rooms she mentioned right away that not all three would be open (without checking the system) and us being completely open to the rooms not being available (although we called earlier and are rewards member). She immediately kicked up an attitude and said I can’t check all three rooms although I booked all of them and I was fine calling everyone else. She was rude to me from the beginning asking me what I wanted. She was annoyed by my entire presence even though this her job. Reminded me that I should be thankful that she’s allowing me to check in earlier on her busiest weekend like she’s some sort of white savior. She was also doing all of this infront of children (my nephew that my fiancé was holding) my teenage nephew (15), niece (3) , and goddaughter (7). She proceeded to argue with me even as the rest of my family was checking in with the other gentleman Ivan who is a saint and should really be the manager. I was walking away and she was still arguing with me. Let that sink in- I’m walking away and she continues to harass me. I travel weekly for work and never in my life have experienced something so inappropriate, vindictive, and filled with hatred. Theresa- needs corporate oversight, a new attitude, and DEI training. As a manager, you set the tone and that is not the tone that she should be setting to the rest...

My husband and I recently stayed here for a long weekend. All the staff we encountered at the front desk, housekeeping and food areas were all friendly and professional. We had asked for some recommendations on things to do/places to visit, but only got general responses; nothing specific. As someone who had never been to the area it would have been nice to have gotten more specific recommendations. The hotel is located near highways so we were able to find our way around.

The room was clean and well maintained. The pool/hot tub area was large and well kept. We were disappointed the pool was not available until after 5PM on the week days. My husband would have like to have gone for an early morning swim before our drive home Monday morning. I was pleasantly surprised to find an outdoor patio in their courtyard. It was nice to sit and relax outside of our room.

We had dinner in the MadHatter lounge and were impressed with the food and how quick it was ready. We decided against getting the breakfast package added to our stay, but we did go and have breakfast one morning. The buffet supplied a traditional hotel spread. What we didn’t realize is we could have ordered off a menu (a la carte) which we would have preferred. I really loved how they had a coffee bar in the lobby in the morning. I was very disappointed when one afternoon I wanted to grab a quick cup of coffee there was none. I know that there is a small coffee pot in our room but it took a long time to brew and we were in a rush. I feel that it would be a nice gesture to the guests who are coming and going.

Overall we were pleased with...