Holiday Inn Express & Suites Monaca - Center Township by IHG — Hotel in Center Township

Our stay was April 9th, 2025 through April 13th, 2025. We were in town from Alabama for my aunt’s funeral. Our original booking was for 4 adults in a 2 queen bed room with a roll in shower. I double checked our booking the night before and saw that it was changed to a 1 King bed room with extra floor space. We never were contacted about a switch. I contacted customer service and Ben was great. He looked up and saw our original reservation and saw where it was switched to the king room with no notes on why. He contacted upper management for us and got the room switched back to a 2 queen bed room. It was not the original roll in shower but thank goodness that was not a necessity. We checked in about 7 pm the night of April 9th. Upon walking up to the desk, the lady mumbled something and I thought she said name. I told her we were checking in and told her our last name. She proceeded to roll her eyes and said “no, hold on one minute” as she continued to scroll on her personal cell phone for about 30 more seconds. She then checked us in and acted like we were inconveniencing her. We went up to our room and noticed that the hotel elevators and halls had a musty smell and were very unkempt. The elevator floor was soft and the tiles were peeling up. It did not feel safe and kept up. When we got to our room we noticed the same musty smell. It was dusty and the floors were also not clean. The microwave looked like it had never been cleaned. We had to wipe off and clean the Keurig machine before we even used it. The dust was thick on top. We had a few ants in the room. The front of the fridge looked like it had never been wiped down. The shower in the bathroom had pink mold growing in the corners. The mirrors still had splatters on them. Surprisingly the toilet was very clean. The toilet paper holder was loose and the bathroom door would not shut all the way. Our bathroom only had 3 sets of towels for 4 people so we had to go to the front desk to ask for more. It was the same lady that checked us in. She rolled her eyes at us again and acted like we were a huge inconvenience. The next day, April 10th, when we got back to the hotel after being gone all day we noticed that our room had not been touched at all. We went down to the front desk and this time it was a different lady. We told her that our room hadn’t been serviced at all that day. She checked the notes and the cleaning lady said that we had the “do not disturb” sign up at 9:30 am and 1:30pm. We did have the sign up at 9:30 am because we were still there but we left at 10:30 am and took the sign off the door so we could make sure it got cleaned. The lady at the counter was apologetic and said she would make a note to make sure our room was serviced the next day. She gave us a set of 4 clean towels, trash bags, toilet paper and tissues just so we could make it through the night. The next morning we were still getting ready when the cleaning lady came to the door. I told her we would be about 30 more minutes and we would be out for her to clean. She told me that she might make it back, she might not because she had other things she needed to do. I told her that we were not serviced the day before and that we needed to be serviced today. Another cleaning lady overheard our conversation and told her that it was on her list and that she needed to get it done because it was her job. As we were leaving we saw the second cleaning lady and she said that she had just got done with her last room so she was going to go ahead and get our room clean so she can make sure it gets done. Our whole stay here we never had any of our coffee bar items replaced. They never emptied our ice bucket or left a new bag for it. The walls were very thin and you could hear talking, doors slamming, tv’s playing, water running, toilets flushing. The manager of the hotel was holding business in the middle of the lobby every morning. The workers all stood around and acted like we were in the way as we were trying to leave. One was even laying out on the couch of the lobby playing on his phone as they were conducting business and talking about schedules. The one person to ever say good morning or greet us was the lady setting out breakfast on our very last day. We have stayed at many hotels over the years and many Holiday Inn properties. By far this was the worst hotel stay experience and we would recommend never to stay...

I chose this hotel because it is conveniently located halfway between Virginia and Michigan, making it an ideal stopover on my trip. The hotel is right off the highway, which is convenient for travelers.

Upon arrival, the hotel's exterior was fairly standard. The check-in process was a highlight of my stay, thanks to the fantastic staff member who assisted me. They were friendly and efficient, which made a great first impression.

Our room was unexpectedly spacious – you could practically dance in it! Despite the air conditioning running all night, we slept quite well. The room and bed's comfort and size were definite positives.

However, the morning revealed some significant issues. I discovered no running water when I woke up. This was quite frustrating, as I needed to wash my face. The lack of running water also affected the breakfast offerings. With no water, no juice or coffee was available, leaving milk as the only beverage option. Unfortunately, I don't drink milk, and no bottled water was available either.

After a makeshift breakfast, I returned to our room and found that the water had started running again, but it took a while to clear out the pipes. This whole delay cost us about an hour, which was quite inconvenient.

The check-out process was another low point. When I went to the front desk, no one was there. I waited about 10 minutes, noticing some people smoking outside on a bench. I was wondering if they were employees or not. My daughter eventually pointed out that these were the staff members, and they were aware that I was waiting. I had to call them outside, which was very disappointing.

Additionally, the location of the smoking bench right by the entrance was unpleasant. As I walked through the front door, I was met with the smell of cigarettes, which left a negative final impression. Relocating this bench would greatly improve the guest experience.

In summary, while the hotel has some positive aspects, such as its convenient location, friendly check-in staff, and spacious rooms, the issues with the water supply, breakfast options, and check-out process, along with the smoking area placement, made for a disappointing stay. I hope the management addresses these concerns for the benefit of...

Received a courtesy phone call the day before my arrival from the hotel manager, who was just double checking to make sure that all of the preferences I'd indicated online were correct. I really appreciated this. The manager also verified my request for late arrival, and assured me that my room would be ready and waiting for me. Upon my arrival at 2:30 a.m., I was greeted buy an empty front desk. Thankfully comma and employee appeared a few minutes later, and asked me to wait just a moment while a trainee came forward and observed with him. I was tired, but fine with this. However, what I wasn't fine with was the employee and the trainee basically arguing with one another about what procedures were correct to follow with my reservation. It took at least an extra 10 minutes of me standing at the front desk before I was handed my room keys and allowed to finally go to sleep. I could have done without this unnecessary delay. The suite I was placed in was spacious, and very comfortable. The bed was particularly comfortable, a welcome repast after a long day of delayed travel. I had a wonderful view of the snowy outdoors, and a very restful (though short) night's sleep. Breakfast in the morning was of acceptable quality, and well-stocked and well attended by staff despite few customers that my late breakfast time. It was very kind of one employee to leave breakfast open a little longer while I worked at one of the tables in the breakfast area, and to offer me $0.03 and rolls for the road. All in all, I was happy with this stay, and with the hotel's accommodations. My only gripe suggestion would be to do away with customer-facing arguments in the wee hours of...