Holiday Inn Express & Suites Yorkville by IHG — Hotel in Bristol Township

Terrible would be putting it nicely. I booked a room block and shuttle that was provided through the hotel at an additional rate in June of 2021. I was told when I booked with a credit that was expiring in March of 2022 that I would need to call the month it expired to update it so the bridal suite I booked for two nights was not canceled on me, that was no problem and I made sure I called to do so. In June of 2022 Wayne, the director of sales there emailed me to let me know, and I quote "I regret to tell you that our shuttle service has cancelled all, and is no longer providing service. I'm trying hard to get another service but I need to tell you as early as possible that we no longer have a shuttle service that you can use, I'm very sorry but it's out of our control since it's an outside service." I was scrambling but was lucky to find someone to book for my wedding that was in just a few months. I even went out of my way and sent the transportation company's information to Wayne to try and help. I called once the wedding was a month out and asked how we were doing on rooms. The front desk associate was very rude and not friendly in the slightest. I let it go. I then called a little over a week before the wedding to see how many rooms on our block were booked. I asked for the last names of everyone on our block because I had planned to do swag bags for our guests. After one of the names I asked that front desk associate to repeat it as I did not recognize it. He told me their full name and even who was paying for the room and I still did not know who it was. I asked my family if it was anyone they knew and to ask around. After asking around it was confirmed they were not a wedding guest of ours. I called the hotel back and told them we didn't know who it was and to please take them off my room block and he ARGUED with me and was saying things like "I really don't understand why it is a big deal" and after repeating myself over and over that I didn't know the person and I would love to know how they got ahold of our room block code/names he still continued to argue with me and be rude. Getting tired of arguing with him I decided to ask who the manager was and then got a large sigh followed with "FINE I took them off your block, okay?" and I said "Okay thank you" and he hung up on me. Then two days before the wedding I get a call from Wayne and he said he needed my times for the shuttle to let them know when to be here. Confused, since he canceled on me 4 months prior I said, my shuttle? And he then repeated himself. I said well I guess I am a little confused, are you talking the shuttle I originally booked through you or the one I booked myself with a different company? He said "You booked a shuttle through us so I need to give them times" I said well that is interesting because you, yourself emailed me a few months ago and told me the service canceled all events on you indefinitely so I found someone else and he said "yes we found a different company" and I said well that sure would have been nice to know considering I was scrambling trying to find someone else. And do you know what his response was? "Okay great, have a nice day" and again, I was HUNG UP ON. He then calls me back two minutes later and says. "It looks like your card you used to book the room has expired so I will need to update that" and as I mentioned above, I made sure I called to give them my new card so my reservation wasn't canceled. So I told him that. And all he has to say to me is "yeah I don't have it on file" So who did I give my card information to???? Our room cleanliness was DISGUSTING. My shoes were sticking to the floor. The shower looked like it hadn't been cleaned in weeks. There were even SHOE prints on the floor. And when I questioned the front desk all they said was well were short staffed so it is what it is. The same thing happened to my parents who were also staying there and my father so much even asked for a mop to mop his room himself because it was that bad. The front desk told him where the mop was and after finding it the water was BLACK. No wonder the floors feel the way they do. Holiday Inn should be EMBRRASED about their management with this being a newer hotel. As a business owner myself I would never want my customer's to feel that their business was unappreciated and let me tell you this hotel does not appreciate or take care of any of their quests! I WILL NEVER RECOMMEND OR STAY AT ANOTHER HOLIDAY INN!!!!!!!!!!!!!!!!!!! HORRIBLE HORRIBLE EXPERIENCE ALL...

My fiancé and I booked our wedding weekend here for 060422 on 062821. We spoke to Wayne and requested a bridal suite and a block of rooms. Wayne misspelled my fiancé’s last name, email and address so we had to fix that approximately three times. Everything was finalized. We called the day before our stay to see if we could do early check in. We were told they couldn’t tell us then but to call the next morning and request our room be one of the first cleaned. I called in the morning and was told there weren’t enough employees to accommodate. No big deal, we’d check in after the rehearsal dinner.

My fiancé, nine week old son and I went to check in at eight thirty pm and were told our room wasn’t ready yet. Check in was supposed to be at three pm and there was no communication about a delay. The front desk worker, a young man on a scooter, told us the previous occupants of the room were smoking and the room was still being fumigated. We asked why it wasn’t done if we were supposed to check in earlier and were told there were three weddings that weekend and they were understaffed. The front desk advised we could go into the room in fifteen minutes.

We waited the fifteen minutes and my fiancé went to check the room. It smelled of chemicals and smoke, had a white haze and there was cleaning powder everywhere still. He said we couldn’t stay in there with the baby. The front desk employee and a female employee from the cleaning crew argued with my fiancé, asking what they were supposed to do until we asked if we could have a different room for the night. The front desk agreed and advised we’d be compensated for that night.

The next morning and day of the wedding, we brought everything down from the third or fourth floor. The room was still in the same condition so we asked if there was anyone to clean up the white powder and to help clear the haze because the bridal party was getting ready soon. We had employees cleaning and bringing fans in as we were getting ready. The cleaning employees that morning were incredibly nice and apologetic and got the room as clean as they could by the time we were finished getting ready.

I attempted to contact Wayne about the experience who advised he had no idea any of this had happened and he’d look into it. A week went by and I called to check in and had to remind him of what had happened. Again, I was told that he’d speak to an assistant manager and he’d get back to me. Another couple of weeks go by and I check in again and now Wayne tells me that I would have to reach out to the assistant manager, Brenda.

I finally get around to calling Brenda, who no longer works there. I ask Wayne to speak to another assistant manager and was rudely asked what this was in reference to. I politely explained again and was told to contact that general manager Asaan, or Asan, I’m unsure of the spelling. I left multiple messages for him with no call back.

I called corporate last week, explained the situation and was told that the hotel would be contacting me within forty eight hours via email. I never received an email. I called corporate this week and was told they spoke to the hotel who had no knowledge of any of this happening so neither night would be refunded, but they would give me points for a future stay. I told them none of their hotels would ever have my business again and asked if I needed to get a lawyer, who witnessed everything involved, and the employee said they respected my decision, to have a good day and hung up on me.

I have the email correspondence with Wayne requesting to speak to someone. I’ve tried multiple ways to get into contact with corporate using the reservation number they gave me last week, our correctly and incorrectly spelled names as they were typed the in the contract and the website says it can’t find my reservation information. I was on hold for hours with corporate and nothing has been resolved.

If I could give this hotel zero...

I asked the manager to call me but as of this writing, he has chosen not to.

My coworkers and I have been staying at this hotel several times a year over the last two and a half years because of its proximity to the location where we are working. For this entire time, the property has been in decline, and this is the last time we will stay here.

1. Early on we noticed notice the quality of the breakfast offerings was terrible. We quit eating breakfast at the hotel due to other available options in the area.

2. The hotel, to save money, installed thermostats that turn the AC unit off if there is no movement. This results in the room being 78 degrees or warmer when we return from work in the evening and it takes hours to cool back down. HVAC engineers will tell you that a more than 3-degree differential requires more electricity to cool the space back down that would have been used if you had just left the unit alone.

3. The hotel no longer provides plastic laundry bags. This is cost to the hotel of literally pennies per unit but is indicative of management’s misguided efforts to save money and resistance to investing in the property.

4. This trip was 5 nights. One elevator was out of service, and the hotel had a very large census. A service person was not on site at all.

5. The elevator lobby on the first, second, and fourth floors were filthy.

6. The floor of the elevator was filthy.

7. The carpeting in the hallway of the fourth floor looked as if it had not been vacuumed in quite a while and it certainly was not vacuumed in my 5 night’s stay as indicted by the same pieces of dirt in the same place every day. This hotel is less than 7 years old and the base boards are dirty, broken and heavily scuffed up.

8. The window shades in my room were off the track

9. The coaxial cable to my TV came off and I had to fix it myself.

10. The sink faucet in my room’s sink would barely trickle. The last night It leaked and my toiletry bag on the counter was soaked.

11. There is the beginnings of mildew in my shower.

12. My coworker’s sheet was dirty when he checked in.

13. The towels were stiff and worn.

14. On three of my five-night stay, the fourth-floor hallway, and wafting into my room, was the pungent smell of someone using marijuana. This is supposed to be a smoke free property.

15. During this most recent stay, I did not get a sound night’s sleep on any of the 5 nights. At least twice each night, I woke up hot. I had to move around to get the air conditioning to turn back on.

16. When I checked out, there was a mysterious charge assigned to each of my night’s stay called “service charge”. When I called to ask what this was, I was told it was a charge for services that “all hotels are adding a service charge since COVID”. I still am not clear of what service this “service charge” is in payment. First, to say all hotels add it is a complete lie. All hotels do not add this charge to include the hotel I stayed at last night in Nashville. I travel extensively across the US, and this is the first time I have seen a nebulous and mysterious charge titled “service charge”. Secondly, this is 2025 and consumers to include the traveling public is exhausted in hearing companies cite “COVID” as an excuse for poor service, inadequate customer experience and gouging the consumer for extra dollars.

17. In conversations with other guests this week who were there as part of a large group of state employees, I learned they had the same poor experiences, and they stated that they would be finding other accommodations in the...