Holiday Inn Carbondale-Conference Center, an IHG Hotel — Hotel in Carbondale

My fiance and I have stayed at this location several times over the past two years. It had become our favorite local place to stay, and we considered it our home away from home. Let me preface this by saying that my fiance and I already had plans for the week, but we stayed two nights at the Holiday Inn before heading out on our trip. By the time we were on day 2 of our Holiday Inn stay, I started to regret that decision.

I have to point out two very big positives in our stay: Whitney and Nathan. If it hadn't been for their amazing customer service, I would have rated customer service a 1 instead of a 3. Whitney is always so sweet and welcoming, as is Nathan. They greeted us, asked us how we have been and even upgraded us to a Study. After Whitney and Nathan left, however, the customer service was nonexistent, which I will address later in this review.

When we walked into our room, the first thing we noticed was the smell that someone had obviously just used the restroom. To make matters worse, there were literally poo marks on the inside of the toilet. That wasn't the only rather shocking issue. My fiance had to clean the headboard, because there was half of a spaghetti noodle and spaghetti sauce ON THE HEADBOARD! A lamp was almost completely knocked off its base, and no one had bothered to move it back. Even the hairdryer looked like it had just been slapped back on the holder incorrectly. My fiance later told me he had to clean sauce off of the headboard on a previous stay. I remember how clean the rooms always were, and this shocked the heck out of me.

Now, on to the customer service. As I mentioned earlier, when Whitney and Nathan left, so did customer service. Not one other employee even attempted to speak to us when we passed by on our way to the restaurant for breakfast, vending machines, etc. On the second night, the guests right above our room literally ran up and down the floor of their room and the hallway of the 3rd floor. We were unable to relax at all! We let the front desk attendant know, and he said he would handle the situation. Fast forward two hours later, and the noise was still going on and getting louder. It literally sounded like an NFL game was occurring right above us. We then went downstairs to let the front desk attendant (I believe his name is Darius) know that the noise had not stopped. He said he would go check it out. We could tell he was trying to be polite, but we could also tell he was irritated because he had to deal with the situation while he was eating. Neither time was there even an "I'm sorry about the noise," or anything to make us feel that he cared. The noise continued until approximately 11 p.m. It literally lasted 4-6 hours with very short intervals of quiet. I understand that hotel employees cannot control guest behavior, but at least act like you care about customer satisfaction. One major reason we continue to pay a higher amount several times to stay at this particular property is because of the wonderful customer service, which made this even more disturbing.

The morning of check out, we went to the front desk to give our keys to the attendant Matt. He was nice, but we were not asked how our stay was. There was no "Thank you for staying," or anything like it.

My fiance and I love getting out and staying at hotels just to get away, and this hotel has been our main 'go to' for two years. For us, it does not matter how much money is spent. What matters is the value we get for our money, and this stay left a bad taste...

I am from this area and expected decent accommodations based on the exterior look of the hotel and the price. We were supposed to stay in a town over but got moved because of water issues. We first got there and went to use bathroom off lobby before we checked in and the chair sitting in it looked like it had been peed or puked on it was so gross and discolored. I blew past it thinking it's just the bathroom, whatever. We go to check in and they are not friendly and seem bored, go up to our room and literally right in front of our door is a used room service tray I can only guess was from the previous occupants. Really gross! Get in the room and go to sit in the chair and it has what looks like a blood stain on the arm of the chair. We leave to go get dinner and on our way through the lobby we tell the manager about the tray and they say they will handle it. Okay great. Come back 2 hours later and its STILL there! Husband finally took it down himself laid it at front desk and they said nothing. Later we realized that this place does not offer breakfast. The restaurant next door does but it was overpriced ($9 for eggs?!) And there was no menu in the room to boot. Even asked the front desk and they told me to look it up online. That night we go to watch Netflix while connected to the wifi and the connection itself as well as quality was so poor it was almost unbearable. Finally went to go to bed and the mattress 's are I kid you not the cheapest most uncomfortable mattresses I have ever been on in any hotel! It was just overall terrible! The only decent things were the pool, and the age of the hotel did not show. Also the night before we checked out we came back to the room late (12am) and someone had left a beer can next to the elevator, no biggie it happens, but the next day at 10am it was STILL there.... just...

I stayed at this location during the remodel in march, the AC units were broken and set to constantly blow ice cold. When i complained to front desk they laughed and blew me off, when i complained again they moved me to another room with the same problem. Then Dave walks in my room at 4:30 am and even tho i screamed at him to get out and to call a manager he was mean to me about raising my voice at him And he threaten to call cops on me cause he walked in my room. With that said i have video evidence of the AC units been “locked out”. I filed a complaint waited several days before calling to follow up only to have Crystal laugh at me on the phone. Tell me the AC works fine that i was mean to Dave and it's all user error…. Im a diamond member i stay at holidays all over and i know how to work a thermostat. With that said on the 12th of july i sent a employee to stay at this hotel and when Dave the night auditor i had issues with before saw my name he refused to let my employee check in over a authorization form. A form i had already provided mind you. When i suggested he send me another form and id fill it out again he started screaming and yelling at me about disrespecting hotel staff. When i finally got him to “explain” he referenced me screaming at him at 4:30 when he walked in my room. Then he Ban me and my employee for being disrespectful to him. We were not rude, mean, loud, any form of disrespectful she just wanted to check in after a 14 hour shift. She was forced to drive to the mnt vernon holiday inn where they very happily allowed her to check in. When i called and spoke to the assistant manager the next day she told me she had not heard about anything from dave but that if Dave ban me im 100% Ban…. Id love for Holiday Inn corporate to...