Holiday Inn Express Rainier Inn & Rainier Complex — Hotel in DuPont

Overall, I had a great experience staying here for over three months. My biggest frustration was poor communication between the front desk and housekeeping. A comprehensive AAR is below for review by management:

Sustains: Staff was generally professional and friendly Free grab-and-go breakfast (hard boiled eggs, cereal, bread, oatmeal, milk, etc.) 24/7 gas grill (2) access outdoors Silverware available for free rental Washer/dryer free and available up to 2100 to accommodate those who work longer hours Housekeeping serviced room once weekly to minimize contact in setting of pandemic but removed trash/soiled linens placed in front of door on daily basis (of note, extra towels/linens available at front desk 24/7). Conference room in lobby was available 24/7 For health and safety of guests, mask indoors is required

Improves: There was poor communication between the front desk and housekeeping. Several instances of such are as follows: front desk informed me that my room would not be serviced for the first two weeks after arrival as I was quarantined as mandated by command but housekeeping attempted to service my room regardless; I scheduled a time window (i.e. before noon) for housekeeping to service my room once weekly but this was not respected; I requested that my room be serviced on a different day from that scheduled in a particular week when my work arrangements required such but my room was neither serviced this week nor the following week … I also determined the front desk had erroneously input my requested service date in their system. Recommend implementing better system to communicate between front desk and housekeeping, as it is currently poor. Pots/pans available for free rental are "pro-stick", even when using non-stick cooking spray; recommend guests purchase their own Laundry room (especially 4th floor) was relatively dirty and full of dust balls; recommend vacuuming daily to be more presentable and agreeable with the cleanliness of the rest of the hotel Luggage carts were not returned by guests in a timely manner (e.g. on day of check-out there were no carts available to me at 0430 … throughout my stay there were carts routinely left in hallways overnight); recommend keeping carts locked behind the front desk and either hold on to guests’ IDs until return or apply charges if cart not returned in reasonable time frame (e.g. 1 hour) to improve accountability Consider re-opening business center in lobby and restrict access to one guest at a time to afford individuals opportunities to print Consider calling guests cell-phones in lieu of room phones to share information (e.g. package arrival), or offer guests the option to choose between which communication method they prefer. Justification – when I work nights I am able to silence my phone while sleeping in day time but except for pulling the plug from your land-line, I am unable to silence calls made to the room phone and actually received one which...

TLDR: Loud, dirty, and TERRIBLE service. In one word: Disappointment.

Cleanlines: 4/10 Breakfast: 2/10 Service: 0/10 Room: 6/10 Location: 8/10

Pros: Location - it's on-post, safe, and close to PX/commissary. Free laundry with nice, newer machines. IHG beds with soft & firm pillows is nice. AC works well without moldy/musty smells.

Cons: "Kitchen-ette" is a mini fridge, a hotplate, and a sink. No dinnerware, silverware, pots/pans/bowls/etc. If you ask at the front desk they will sign out out a tub of questionable/variable cookware and give you paper plates. Fridge/freezer didn't work well and froze my food, then defrosted my frozen food - I stopped trying after that. So loud. The doors slamming in the hallways/stairwells. House keeping basically keeps up a drum-line when they service a room (they wouldn't service my room, still not sure how someone got them to do that) with the door slamming into the hasp keeping it open every three seconds. It's an on-post hotel so there's lots of people in transition, pets, kids, and adults acting like kids - bring your earplugs. Service: the first answer will be "No" or "We can't" when in fact they can - they just don't want to. Breakfast: The hours change on the weekend, keep your expectations VERY low and don't expect there to be food if you get there in the last 30 minutes and they will lock it all down exactly when breakfast hours end - and they block the area off during the day. If you get down there before breakfast hours, don't expect the coffee to be make (it's the cold leftover coffee from the day before).

Army contract lodging at its most predictable. Front desk staff could not care less, screwed up my billing then tried telling me there was nothing that could be done to fix it (had to go down again and get manager involved, who fixed it without any trouble). Housecleaning comes twice a week if you stay over 7 days, but despite being there two full weeks and asking for service they never came. You have to take your own trash out every day and place it into one of the many 50gal rolling trash cans the place in the halls - by 1000 the smell of dirty diapers and rotting takeout hits pretty hard. The rooms are all hard surfaces of tile and LVP so it feel a little like a prison cell and less like a hotel room. Final point, don't get room at the end of the halls - you'll get your steps in, but since they're so long and there's only one SLOW elevator people use the stairwell doors so there's a lot of traffic.

At the end of the day I moved out early and went to the Hampton Inn for the same price and wish I'd done...

TLDR: Loud, dirty, and TERRIBLE service. In one word: Disappointment.|Cleanlines: 4/10|Breakfast: 2/10|Service: 0/10|Room: 6/10|Location: 8/10|Pros:|- Location - it's on-post, safe, and close to PX/commissary.|- Free laundry with nice, newer machines.|- IHG beds with soft & firm pillows is nice.|- AC works well without moldy/musty smells.|Cons:|- "Kitchen-ette" is a mini fridge, a hotplate, and a sink. No dinnerware, silverware, pots/pans/bowls/etc. If you ask at the front desk they will sign out out a tub of questionable/variable cookware and give you paper plates. Fridge/freezer didn't work well and froze my food, then defrosted my frozen food - I stopped trying after that.|- So loud. The doors slamming in the hallways/stairwells. House keeping basically keeps up a drum-line when they service a room (they wouldn't service my room, still not sure how someone got them to do that) with the door slamming into the hasp keeping it open every three seconds. It's an on-post hotel so there's lots of people in transition, pets, kids, and adults acting like kids - bring your earplugs.|- Service: the first answer will be "No" or "We can't" when in fact they can - they just don't want to.|- Breakfast: The hours change on the weekend, keep your expectations VERY low and don't expect there to be food if you get there in the last 30 minutes and they will lock it all down exactly when breakfast hours end - and they block the area off during the day. If you get down there before breakfast hours, don't expect the coffee to be make (it's the cold leftover coffee from the day before).|Army contract lodging at its most predictable. Front desk staff could not care less, screwed up my billing then tried telling me there was nothing that could be done to fix it (had to go down again and get manager involved, who fixed it without any trouble). Housecleaning comes twice a week if you stay over 7 days, but despite being there two full weeks and asking for service they never came. You have to take your own trash out every day and place it into one of the many 50gal rolling trash cans the place in the halls - by 1000 the smell of dirty diapers and rotting takeout hits pretty hard. The rooms are all hard surfaces of tile and LVP so it feel a little like a prison cell and less like a hotel room. Final point, don't get room at the end of the halls - you'll get your steps in, but since they're so long and there's only one SLOW elevator people use the stairwell doors so there's a lot of traffic.|At the end of the day I moved out early and went to the Hampton Inn for the same price and wish I'd done...