Holiday Inn Express & Suites Chanhassen by IHG — Hotel in Chanhassen

We stayed here for 5 nights starting on 12/27/21. The Staff works hard, but they don't have what they need to keep this hotel up to IHG standards. We've stayed here many times over the years since this opened as it's close to family. It was going downhill in 10/20, but is worse now. We're easy to get along with, but we feel terrible for Staff having to deal with the issues they are.

When I called to see if our room was ready, I was told the room was direct quote, "REFRESHED". I didn't know what that was. I had never had anyone involved with a Holiday Inn Express use that term. After two days I asked what that means. It means management checks to see, if the room is clean enough for the next guests after someone else used the room! Never have heard of that at any other IHG hotel. Management let us down This does NOT meet IHG Covid precaution standards.

The room hadn't been vacuumed nor the shower cleaned before we moved in. Neither of us has long dark hair as we found in the shower. Management either didn't really check the room or didn't do a good job of it. I wonder how many of the other reviewers knew their rooms were "Refreshed". I'm betting very few knew about this. That just isn't acceptable in this Pandemic World. Luckily, there were clean sheets and towels. People were routinely putting their garbage out in the hallway and by the elevator.

We only saw 1 very nice lady cleaning the entire time we were there. Apparently, the other woman who had been cleaning became the breakfast person when they lost the previous one. It isn't her fault they don't have enough staff. The Manager should have gotten out of his Office and cleaned and vacuumed the Breakfast room at least. If IHG hotels in Weston, Wi and Alpena, Mi where we stayed within 2 weeks of our Chanhassen stay can have enough cleaning staff this place can, too. Pay a better wage. Support your staff. They work exceedingly hard.

Breakfast choices are minimal compared to the Weston and Alpena hotels. We stayed in the Okemos, Mi Holiday In Express in Okemos, Mi in October. All 3 hotels are head and shoulders above this one in every way. Then owners could reorganize the breakfast room and make more choices available. I said the same thing in a review last year.

More sanitizing stations should be available.

I feel terrible for the Staff here. We long time IHG Members expect a certain level of cleanliness and breakfast choices. This Hotel doesn't meet the same IHG standards that others do, even though Staff are working their tails off.

Corporate needs to come in and work with the owners to update the Service here. There are very few hotels in Chan, so they think they can get by. We'll try the Country Inn and Suites next even though we're obviously loyal...

Expected to sleep comfortably, swim, and bathe. Could not do any of these things. The mattress was so saggy and poor that we removed it and slept on the box spring, resulting in aching backs and bad sleep. They had never been asked about the advertised lift chairs for the pool and hot tub (the reason we stayed there as one of our party is in a power wheelchair), so we weren't able to use those and were told to "go across the street" if we wanted to swim. It wasn't like they happened to be broken; they were inoperable with no intent or effort to fix them. I kept asking as each new staff member arrived. Even after someone finally called maintenance to ask how to charge the batteries, he didn't follow up and actually DO it until I pressed him. It was shocking how little they cared about guests accessing the lift chairs. Then the pool went out of commission during our stay anyway due to too high of chlorine levels WHILE our daughter was in it, and remained so for the remainder of our stay. And the shower was unusable for the disabled member of our party because the shower chair was blocked by the sink next to it, so there was no way to get the wheelchair-bound person onto it. So no shower from Friday to Sunday while staying there. A few smaller things were that the microwave in the room wouldn't work properly (plate wouldn't rotate, resulting in hot spots/burns), so every time we wanted something heated, we had to go down the hall to the vending area microwave. And the room was dirty. Visible filth came off on my finger when I touched the desk chair and someone else's detritus was under the bed as water bottles, etc, rolled out. Gross. I will say they had a beautiful breakfast spread that my daughter loved, and the staff who kept it filled was sweet, as well as that they made fresh cookies to greet new guests upon check-in. Those were nice touches, but unfortunately, they did not make up...

Where do I start? I guess at the very beginning. When we checked in, we were given keys to our two rooms. When we got to one of our rooms, we put our bags inside and we looked around and realized either someone was still staying in there or they checked out and left things ... i.e., contact case, cologne, etc. I called down. They apologized. I went down to get another key to a different room. That room seemed clean until later we found items of other occupants under the bed area. We decided to just let it go. We weren't going to change rooms again. But it did make us wonder if we had clean sheets! And then later that night we ran out of toilet paper. Realized that for a room with 2 queen beds, they only left one roll of toilet paper in the room.

When my other family members went to the other room we booked, they realized there was not a refrigerator. They needed one for baby's milk. They said that most of the rooms don't have refrigerators because they are remodeling. So I asked if they had a fridge somewhere they could put in their room, they said they had no mobile ones. But finally, they did offer them a room with a fridge.

The next morning when we got up for a shower, we found out that this hotel doesn't believe in hot showers. It was very luke warm ... if that. I guess they wanted to conserve on hot water. They we headed down for breakfast. And as we were standing in line, we heard a customer say to the kitchen worker, "This gravy is ice cold. " So we decided to head to McDonald's.

To say it as politely as I can, it was the WORST Holiday Inn Express experience we have ever had. My husband stays in Holiday Inn Expresses for work in the midwest one week out of each month and he has never experienced anything like it. And what's crazy is we have stayed at this hotel one other time a few years ago and there were no issues. I am not sure who the owners are now, but they...