Holiday Inn Scranton East - Dunmore by IHG — Hotel in Dunmore

Hotel staff needs better training at communicating and reminding guests of hotel fees and policies. And to not be rude when it comes to explaining this information to guests.|Our visit was 12/11/24-12/12/24.|My fiance is an IHG employee at the Holiday Inn in Philadelphia and booked through his employee portal/app. This was our first time visiting the Poconos area and our trip was short. *we only stayed one night.|The night before our check out we called front desk to confirm breakfast time and pool availability time. Not once did front desk state that there was a fee for breakfast.|We head to breakfast the morning of our check out and after we were done the dining staff asked us what room we were in. (We stayed in 236). We checked out and made our way home yesterday.|My fiance noticed a $41.00 fee from the hotel this morning and called front desk immediately. Front desk stated that this was a dining fee related to our meals and if we would have told her we wanted breakfast during our check-in, our meals would have only been $10.00 per person.|My fiance explained to her that no one made him aware of this: not during check-in, not during his call to confirm breakfast times. He didn't book through a website or third party website; He booked through his employee app/portal. How was he supposed to know this information?|Besides that, during check-in, front desk that afternoon seemed to be irritated with his accent and made check-in feel rushed. She cut him off twice to complete his sentence. I get that we may not be the typical guests for that area but English is not everyone's first language. Our dining server also seemed irritated and overwhelmed when my fiance was ordering our meals and was asking about non-pork options. The sever didn't ask if we would like to add something in place of the meat and instead asked if we wanted to double the cheese??|To end this: The room wasn't bad, common areas were clean, the pool floor needs to be repainted, staff needs more training regarding etiquette and patience when greeting and welcoming guests who aren't the typical guests and please train them to remind guests of policies and additional fees during check-in.|They are at front desk for a reason: to help make guests visits more memorable and enjoyable. We will not recommend this hotel nor will we support this IHG location in the future.||Things to take into consideration if booking with this hotel:|Breakfast is apparently available to everyone, even non-guests. It is NOT complimentary nor will staff tell you this. Per front desk: tell them before check-in that you will be having breakfast and they will only charge $10.00 per person. There are no non-pork options and they don't substitute. So you're still paying full price for a meal that is supposed to come with a meat option. This hotel is not recommended for non-caucasian guests/families whose first language is not English. Staff does not have the patience to communicate compassionately. You will feel rushed during check in and communicating with...

Hotel staff needs better training at communicating and reminding guests of hotel fees and policies. And to not be rude when it comes to explaining this information to guests.

Our visit was 12/11/24-12/12/24.

My fiance is an IHG employee at the Holiday Inn in Philadelphia and booked through his employee portal/app. This was our first time visiting the Poconos area and our trip was short. *we only stayed one night.

The night before our check out we called front desk to confirm breakfast time and pool availability time. Not once did front desk state that there was a fee for breakfast.

We head to breakfast the morning of our check out and after we were done the dining staff asked us what room we were in. (We stayed in 236). We checked out and made our way home yesterday.

My fiance noticed a $41.00 fee from the hotel this morning and called front desk immediately. Front desk stated that this was a dining fee related to our meals and if we would have told her we wanted breakfast during our check-in, our meals would have only been $10.00 per person.

My fiance explained to her that no one made him aware of this: not during check-in, not during his call to confirm breakfast times. He didn't book through a website or third party website; He booked through his employee app/portal. How was he supposed to know this information?

Besides that, during check-in, front desk that afternoon seemed to be irritated with his accent and made check-in feel rushed. She cut him off twice to complete his sentence. I get that we may not be the typical guests for that area but English is not everyone's first language. Our dining server also seemed irritated and overwhelmed when my fiance was ordering our meals and was asking about non-pork options. The sever didn't ask if we would like to add something in place of the meat and instead asked if we wanted to double the cheese??

To end this: The room wasn't bad, common areas were clean, the pool floor needs to be repainted, staff needs more training regarding etiquette and patience when greeting and welcoming guests who aren't the typical guests and please train them to remind guests of policies and additional fees during check-in.

They are at front desk for a reason: to help make guests visits more memorable and enjoyable. We will not recommend this hotel nor will we support this IHG location...

We stayed here for a single night and while the stay itself was eventless, the breakfast was an extremely frustrating experience which showed undertones of racism in the way the waiting staff dealt with us.

We paid for the breakfast as part of our room package and arrived at the restaurant around 9:20 am.

The restaurant was super busy at the time and I can totally understand that the waiting staff being overwhelmed. We respected this and patiently waited. We kept trying to get the waiting staff’s attention for a good 30 mins and no one even said a word to us or apologized for the delay.

40 minutes go by and now it’s 10 am. At this point it’s important to note that we are Indian couple. They started taking ordered for white customers who had arrived a full 10 minutes after us. Not one, but 3 different tables had arrived much later than us and they were all serviced while we continued to get ignored.

A bit further away from us, there was a Chinese family who had arrived earlier than us and even they were trying to get the attention of the waiting staff only to be completely ignored in favor of the white customers. Eventually they walked away in frustration.

To me, this situations reads as an OVERT SIGN OF RACISM that the two sets of non-white customers who had arrived before so many others were completely being ignored.

40 minutes later, we were eventually served after complaining to the reception.

This is completely unacceptable from a chain like Holiday Inn to treat non-white customers as second class citizens. This has put such a bad taste in our mouth and I will not be staying at this hotel chain or recommending this to anyone in the future

I wanted to clarify that had this just been our experience only, I’d have let this go. But watching this happen to the only two non-white couples in the restaurant is indicative of a pattern and not an...