Holiday Inn Columbia East-Jessup, an IHG Hotel — Hotel in Columbia

I write to you as a deeply disheartened former IHG member who has been pushed to the brink of severing all ties with your chain, thanks to a deplorable incident at the Holiday Inn in Jessup, MD.

Let me be clear: I am not just a statistic or a point total. I have been a loyal patron, accumulating 29K points over time, only to have my loyalty shattered over what can only be described as a $2 breakfast.

Imagine my shock when, unaware of the differing policies between IHG chains, I attempted to partake in breakfast at your establishment, only to be rudely informed by your waitress that I was ineligible. Instead of rectifying the situation with understanding and kindness, she chose to escalate matters by summoning the manager, who proceeded to compound my embarrassment in front of other patrons.

But the real slap in the face came when I reached out to the hotel manager for assistance, only to be met with a stunning lack of empathy and accountability. No apology was offered for the abysmal behavior of your staff. Instead of addressing the issue head-on, he failed to acknowledge the distress caused and offered no solution other than to adhere rigidly to the policy.

Let me be clear: this level of service is unacceptable. As a paying guest and a loyal member, I expect more than being humiliated and dismissed over a matter of policy. A simple apology, an explanation of the policy, and an offer to accommodate my needs by adding the breakfast items to my bill would have sufficed. Instead, I was met with indifference and disregard.

This experience has left a bitter taste in my mouth and tarnished my perception of your brand. It is evident that there is a dire need for comprehensive training in customer service and hospitality at the Jessup, MD location. No guest should be subjected to such treatment.

Consider this a wake-up call. Your actions, or lack thereof, have cost you a loyal patron. I implore you to take swift and decisive action to address the systemic issues plaguing your establishment before more customers are driven away. As of today, I am taking my hotel...

We stayed at this hotel for my son’s lacrosse tournament in town. On the website, a pool was advertised. We did not find out until a few hours before check-in that the pool was closed and would not be opening. We had 20 sports boys and families that were disappointed with this. We understand with covid it’s difficult to manage pools, but it should be told to people prior to booking. That was the first of many of our issues. Our room had a sink that would not drain we had to brush our teeth using the Fossett in the bathtub. We told the staff that there were garage and grime coming out of the sink and then it needed to be fixed. The man was super helpful but there was little he could do given the quality of the room. The smell was so bad in our room, The maintenance man had to open up our windows to air it out which led to cicadas getting in our room while we were not in there. I have a 13 year old, 5 year old and 4 year old. All were super anxious to sleep in the room with them flying around and the added sewage smell. I asked to switch rooms and we will probably give them the keys to a new room which we later found out the air conditioner was not working and the room was very warm. We are again went down and they sent the maintenance man up to repair it this issue was not resolved even though he worked on it for a while. Instead it would turn on and off in the middle of the night waking us each time sounding like an airplane motor was starting snd turning off. I can easily say this was the worst hotel experience we have encountered to date. The staff and chef tried and went above and beyond what they could do for us. The hotel is in need of major renovations!! My cousin who has a son on the same sports team as my son had the same plumbing issue in the room...

Email Correspondence sent to Front Desk Manager

Good Morning Front Desk Manger

My name is J. Scott, and I checked it to room 212 on 6/15/19. At of all my years of staying at IHG, this was the worst experience I've encountered with this hotel brand. I am requesting a refund of my stay due to several reasons: The room smelled awful we had to leave the room with the ac on to let the smell air out, the refrigerator is extremely loud we had to unplug it, and because of the lively group that was in the house there was loud noise all around us. The loud noise was shaking the walls on top of us, and beside us, children and grown men were running through the halls yelling. The sound was loud that my husband and I could not sleep especially after being on the road for six hours we decided to check out of the hotel at 10 pm and drive six hours because we could not get any sleep in a hotel brand that we spend thousands of dollars on every year. Because of the inconvenience of the big group keeping noise so loud that we had to leave the property, I am requesting our full points from the stay. Thank you. If you have any questions, you can reach me at

The next morning around 10 am FD manager contacted me stating that she would return my points and give me a complimentary stay on my next turn to Maryland. Since 6/15/19, I sent Front Desk manager several emails and have not received a status update on my points.

Today I have reached out to IHG directly to rectify the situation and return my points. The quality of customers service and hospitality that I have received from the front desk manager is unacceptable and inadequate. I am a faithful Platinum IHG member, and I will never stay at this property again regardless if it is...