Holiday Inn Express & Suites Dayton West - Brookville by IHG — Hotel in Brookville

Brookville is a beautiful town/suburb with great places to eat and easy access to Dayton. I was pleasantly surprised to find a Holiday Inn Express here because I've been very pleased with the Express line of hotels I've visited in other locations. Unfortunately, this hotel was extremely disappointing for a number of reasons.

1. The clerk at check-in had no clue what he was doing. After spending minutes searching through stacks of printed pages scattered across the counter, he announced that he could not find our reservation. He seemed to think that was the end of the matter and started to walk off. I had to specifically ask him to check the computer and make sure there wasn't a mistake. After providing the confirmation number and spelling out my name, multiple times, he found the reservation in the computer and gave some excuse about it not being ready to go. He tossed the room keys across the counter and hastily scribbled two numbers in a priority club check-in pamphlet - no explanation as to what they were. One turned out to be the room number, the other was the access code for the "high-speed" wifi.

2. The room itself was musty and had only been given a cursory cleaning. The beds looked like a five year old had made them, sheets wrinkled, pillows askew. The bathroom smelled like an extremely soured towel. It was nearly overwhelming. There was also mold starting to grow on the ceiling. I never saw any professional housekeeping staff during the whole stay. It appeared to be the owner/manager's wife and son attempting to clean the whole hotel.

3. We had to have our room keys "reset" multiple times. The keys would work fine in the morning, but after lunch we would arrive back at the hotel only to find that the keys had been disabled. There was never anybody at the front desk to assist. Every time I had to go searching to find somebody and eventually just sit in the lobby and wait for someone to turn up. I was never given a satisfactory explanation as to why we kept having the key problems. Worst of all, the person resetting the keys never checked to verify that I had given him the correct room number. I could have easily given him any room number and gotten a working key for it. Completely unacceptable and a gross security issue for every guest at the hotel.

4. A pre-teen girls soccer team checked in the day after we arrived. Their rooms all seemed to be on the second floor and they spent hours on end running up and down the halls, slamming doors, stomping around, even well past midnight. The pool was unusable due to being covered over in screaming pre-teen girls with zero adult supervision. The parents/chaperons spent most of their time sitting in the parking lot in front of the hotel drinking beer. Hotel management did nothing and was completely unresponsive.

5. You might think checking-out would be a fairly easy process, but no. Once again, there was nobody at the front desk so we just had to hang out and wait for somebody to show up. Despite my firm statement to the contrary, the clerk insisted I let him make us a reservation for next year. He pulled up the details from this stay and started laughing, "You paid way to much for this room!" Completely unprofessional. You could cut the nightly rate in half and it still would be ridiculously over-priced for this hotel.

We would love to stay in the Brookville area again, but it will not be at this hotel.

To the IHGCare Case Manager that I'm sure will be replying to this review: I don't want to hear the corporate boilerplate you're trying to pass off as an apology for a terrible stay. You can see from the other reviews that there is an ongoing pattern of problems with this property. Please tell me exactly what concrete steps IHG is taking to correct these issues and prevent them from happening again. If this is the level of quality that IHG thinks is acceptable then I'm afraid this will be my last stay at any of your company's chains and I will be suggesting to my friends that they stay...

I stayed for three work weeks on an extended business stay so my company paid for everything. Staying somewhere that long really gives you a feel for how a place is run and this place is truly excellent. The room was clean and I mean clean everywhere including the corners. It was so nice coming back to an already made bed everyday. I was quite spoiled. The staff are the kindest, most professional folks ever. Not stuffy at all. They're down to earth and the fact they just act like people means you can just do your thing. No one is breathing down your neck or neglecting you. Oh and the rooms have Kuerigs, micro, fridge, hair dryers, etc. The room is nice. The bed is the most comfy bed I've ever slept in. I already miss the pillows. I need to figure out who they buy their stuff from, lol (seriously). I would recommend this place to anyone. I might have thought it was pricey had I been the one paying for it but the price didn't affect me in this case.

Okay-here are a few less shiny things if you made it that far. To be fair, I didn't complain to the management about any of these things so this will be the first they hear any of this from me and some of it is out of their control. The breakfast-If you're only staying a night or two, it might seems fabulous. I was excited to see the veggie omelettes. There are definitely choices. But, the eggs are tasteless and the edges get this weird crispy thing that grosses me out, lol. I did eat there the first week but then stopped having breakfast there. Some of their muffins were hard and not fresh. They had a pancake griddle thing but it was never used. Kind of a bummer since they have an awesome little dining area and they do keep fresh fruit there.

They do have a tiny workout room but it's just what you see in the pic. No weights at all. Just a treadmill/bike/elliptical. They do have a pool and unfortunately I didn't bring a suit but it looked super nice and inviting. So again, I was spoiled by someone coming in and making my bed everyday. I mistakenly thought they would just throw away the trash in the trashcans. I'd brought back a Panera cup so that I could have a normal cup to use for my stuff and it got tossed. A pile of receipts for my expense reports also got thrown away. I'd taken them out of my purse because they were taking up room. Fortunately, I'd already turned in my report and photographed them or that would have been a huge problem for me. I learned not to leave anything on the table or desk of importance, haha.

Um the only thing else I can think to mention is I felt perfectly safe. Being a female and traveling alone the for the first time ever, I felt perfectly safe. I don't know if they did this purposely, but during a slow portion of the week, I had the floor to myself. It seems like all the guys and truckers that were coming through got put on one floor together. I was never worried for my safety but it was nice and I never felt awkward.

My last little complaint is they only have one washer and one dryer in the whole place instead of a combo on each floor. So that part was pretty inconvenient especially if someone else was doing laundry. The trip from to machines was long and you couldn't just sit in the room while your stuff was washing/drying because it's freezing in there. It also felt a bit creepy in there at night be all the way at the end and not knowing or being able to see who'd be opening the door. There is a laundry mat right down the street, though if you have a bunch of laundry to knock out. I doubt this is an issue for many people. The manager helped me make arrangement on particular night.

I doubt anyone will read all this but seriously, this is a great place to stay. I'll be back in the area in a few months and if I need a room at the time, I know...

While traveling from SC to Michigan my wife and I stayed here as just a place to sleep. We had stayed the previous 5 days in a different holiday inn express and it was amazing. Not so much for here. It started off by me standing at the front desk of the hotel waiting to check in at 8 pm and no one is around. I waited for over 5 min to find the worker to check in. Didn’t speak English well and couldn’t help us with finding a place to eat in the area. He knew of a few places but no directions or a map or anything of how to get there. So we get out keys drive around to the side of the building and I notice that all of the hallway windows were open which it was 80 plus degrees outside that night. Nice so no ac in the hallways ok we get to the room which I had booked 2 nights before so they knew I was coming and the ac in the room was not even on. It’s real hot in the room and all I wanted was to relax in ac after driving 11 hours that day. So i turn it on and thankfully it did work. Room was ok but the shower head was not clean and very little pressure and the fact that it was hot upon arrival. So my wife and I leave to go to dinner and since we got no help from the front desk on choices we were on our own. Come back and I wanted an extra pillow so I stop at the front desk and again he is gone and me asking for an extra pillow was way too much work for him to do. I did receive my pillow but with hostility. Breakfast time its 8 am and getting hot outside we go to enjoy breakfast but wait its 81 in the lobby/dining area said so on the thermostat on the wall in the lobby, they had both front doors open which leads me to my next point, the place looks like garbage from outside weeds in all the landscape beds, bugs in the light covers of the hallways you know probably from leaving the doors and windows open instead of turning the air on, very bad curb appeal and they must not believe in ac. Also all the areas of the halls were dirty, dirty around ice machines/vending machines cobwebs dust bunnies. Overall not clean and very uninviting. The point that makes me most mad is the fact that I spent 25 more a night than a great location in North Charleston a tourist town. This location is near northing. Very unhappy with...