Holiday Inn & Suites East Peoria by IHG — Hotel in East Peoria

First I want to start by saying, I have never been so poorly treated at a hotel! But the staff are VERY rude & condescending! At least the 3 I dealt with. I don’t have names but I’ll give descriptions! The thin tall white lady, the short long hair Hispanic guy and the the tall middle aged Black guy! All RUDE! My spouse and I stayed here for a business trip so our company paid for the stay! Upon check in we gave the reservation details, then they asked for a credit card & I explained to them that all of the information is on file & billed to the company! The proceeded by telling me “they don’t do corporate travel” & I proceeded by telling them I’m sure whomever owns the Holiday Inn could care less who pays for it as long as it is paid for! They then found the reservation (because they were wrong) & then proceeded to tell me that they needed to have a card on file for incidentals. I again explained it is billed to the corporate card on file! They then told me they can’t accept it! We went back & forth for about half and hour and So I called my travel department at work. The woman I called said to hand them the phone, I placed it on speaker & she proceeded to tell them “it is corporate travel just bill it to the card”, the black guy who was giving me the most problems, proceeded to tell her “okay no problem, I will bill it to the same card”. I was in disbelief. I said “Did she speak a different language from me because I’ve been saying for half an hour what she said for 10 seconds”. His response was “ We needed to verify and hear them say it” now that would have made since EXCEPT He didn’t verify anything with her! He didn’t verify her name, the company, my information, NOTHING! He simply heard a white woman on the phone say “bill it to the same card” and all of a sudden my reservation was golden! I couldn’t believe it! I’m used to staying at 5 star hotels & even with our company they normally put us in 5stars also but they were booked and we never have issues! & then to add insult to injury the hotel was completely empty and they placed us in a Handicap Double Bed room instead of the King Room that was paid for! I called down to ask for the proper room and the short Hispanic man told me that they were fully booked! Lies! I looked online they had plenty of rooms available & gain the parking lot & the hotel was DEAD! The room was not clean! Hair and crumbs in the bed! Dirty chair area! The countertops in the bathroom were not clean and they only have 1 set of towels! The shower liner inside the bath was disgusting and had not been washed or changed in looks like EVER! Completely filthy like discolored! They didn’t refresh the room at all during a 4 day 3 night stay! Had to get towels off the cart in the hallway! Only thing decent thing they had were Dove amenities and the gym was nice! Overall, a terrible stay! The front desk staff turned me off so bad we didn’t even bother with the bar or the steakhouse! Unlucky for them, I have a say so on where our company books & I have made sure that we will NEVER book with these...

First let me say that if I can, I always stay at an IHG hotel. I've never left feedback on a hotel experience but feel that maybe my feedback might allow some issues to be rectified before a return visit. I was very excited to be able to stay at the new East Peoria location. This hotel is replacing the Holiday Inn Express in East Peoria, a hotel that has been my families home away from home 4-6 times per year. The new hotel is beautiful. They created a beautiful space, but there are some very obvious issues that need to be resolved before we will likely return. The major shocker was the planning that went into the bathrooms. We stayed in a suite and our bathroom door was on a roller and rolled shut like a closet door. The door never seals, it can not lock, and there is no ventilation or a fan of any sort in the bathroom. Our 3 year old daughter continually opened the door while the rest room was in use. Why build such a big beautiful hotel and skimp out on bathroom doors with locks and a ventilation system? The other issue was that our room rate included breakfast. Maybe this is a new hotel issue that will be resolved with time, but the breakfast was atrocious. We were greeted by a server that said (and I paraphrase), everyone got out of bed at the same time this morning, so help yourself and someone will get around to you. They had a breakfast buffet, but you are unable to get your own drinks. They offer cereal but no milk (a server has to get that for you). No spoons (a server provides that as well). Just about anything you would expect a breakfast buffet to provide, they do not without the server assistance except the food. Two servers were taking care of no less than 20 tables and sadly our server made it to us once to drop off beverages and the second time to drop off an incorrect bill. This wouldn't be so bad if the food was of good quality, but sadly it was not. The food was not kept warm in the warming dishes, most of the time, multiple items were out and waiting to be replenished, and anything bread related was rock hard. I am unsure how they store their muffins, biscuits, or bagels but my guess is they are just left out in the open for days before serving them. Neither my daughter or my wife would touch their food and if we had to pay for this meal, I would have refused to pay a portion of the bill. I don't think this hotel/restaurant staff really knows what it wants to be yet. They want to provide a nice restaurant yet treat the breakfast service like a free buffet that is really bad compared to the likes of most Holiday Inn Express locations. I really hope that some of these issues are fixed before our return. We love staying at Holiday Inns and it really is a...

We have been traveling to Peoria every week or two for the last several months and usually stay at a nearby Holiday Inn express that is nearby. Having driven by this location and liking the appearance from the outside, we decided to try it out on our most recent trip.

The good, very nice and modern hotel, friendly front desk service and great restaurant attached to hotel providing high quality breakfast/lunch/dinner and room service. It is central to lots of shopping and places to eat in East Peoria and very easily accessible and with plenty of parking.

The not so good, our otherwise very nice stay was less than satisfactory simply because housekeeping services did a very poor job. When we first walked into our room, there was a terrible musty odor that immediately hit us as we walked in the door. After a couple minutes we decided to bring it to the attention of the front desk and were handled very professionally and given a different room. While the next room didn't have an order issue, we found the following:

Food on floor between

Used q-tip on floor just under front edge of couch in open view

Food left in refrigerator

Empty vodka bottle in cabinet under sink

Liquid splatters on glass door going into bathroom

Food crumbs under couch cushion

While this sounds quite bad, I will say that I did bring it to the attention of the front desk and they took the issue very seriously. They asked for details and the photo's I had taken so they could address it and seemed very sincere. The person I reported it to wanted to ensure she had all the information and took detailed notes of everything so she could investigate.

Personally, I think this is a great hotel in a great location and they are experiencing some sort of short term training or employee issue. I report the issues to be transparent and honest but I have faith that the management will address the issues and I most likely will return on a future visit as all else seemed very nice and I have confidence this issue will...