Holiday Inn Express Greensburg by IHG — Hotel in Greensburg

I used to stay at this Holiday quite often until my daughter moved out of of town. She then decided to get married in Greensburg, so my first choice and since I'm a Spire member I decided to stay at this location again. BIG MISTAKE! Under new management maybe and with the renovations, it was very cold and unwelcoming. I had booked a double queen room, but decided to try to upgrade since my stay was going to be three day's. I generally opt for the room with a kitchenette. I called in advance to request the upgrade and was told it was put in the system and the upgrade was set. Upon arrival I was told that "sorry" we don't have any kitchenettes available. Another employee chimed in and said "it's just a kitchenette and the room had a little more space". No duh! That's why I wanted the room. For the kitchenette and more space for free movement with such a long stay. They were literally trying to talk me out of my decision. I was not happy. I called to tell my husband and he called corporate who then in turn called the hotel to find out what happened. According to Corporate they could see the upgrade. This went back and forth for while and then I was told that she would shuffle some things around and get me in a kitchenette the next morning. By that time I had already unpacked not thinking I was getting the room I wanted. I had a lot of items. Not to mention my daughter's wedding dress and crown for the ceremony. By the time I got up the next morning, I went straight up to the desk and told another lady I was NOT moving rooms because I just had to much stuff to relocate. She said she changed it in the system. A few hours later on my way out, the same lady that had checked me in the day before stopped me in the hallway and said "we've moved you to room #312". I then explained to her that I had decided to stay in the room I was in and let the front desk know hours ago. Some good communication there, huh? My husband told me that in order to get all the points back for my stay I would have to mention it at check out. The last thing I wanted to do was argue after and exhausting 3 day wedding fest. So I left, unhappy and unsatisfied with my stay. I'm showing images of trash that was left outside my doorway the entire three day's I was there and stains on the sheets. I also took pics of the dirt in the drawers, but decided to delete them and sanitize them myself. You gotta take my word for this. They were not...

I've stayed at this particular hotel 4 or 5 times in the past few years. I'll begin by saying that most of the hotel staff was very friendly when I was there. But, my initial call for a room upgrade left a lot to be desired. I am a Spire Elite member. This generally means that I get a room upgrade whenever I visit. I decided to use my amenity points for this stay and have never had any trouble getting an upgrade to a kitchenette. I called ahead of time to ask for the upgrade and was left feeling belittled by the hotel manager about my request. She explained that since I was using amenity points I couldn't get the upgrade, that the room cost far outweighed the upgrade through the amenity program. I went on to tell her that I've never had a problem getting upgraded before. She reluctantly agreed. That being said, this has been, by far, my worst stay ever at this hotel. My room was filthy. While the linens and towels were fresh the rest of the room needed a good cleaning. The mirrors were very dirty and smeared. There was dust everywhere. The cupboards, drawers, and refrigerator were filthy. There were large knicks and pieces out of the front of the cabinets and the desk legs. (see pics). My sleep quality was terrible. The air conditioning/heater unit in my room was so loud that I had to use a pillow over my head to sleep. It wasn't until the last day that I went over to check it to find out why it was so noisy. The front part of the unit had fallen away some which made it very loose. This was causing a very loud vibration everytime it came on. I let the office staff know this on the way out and the person that checked me out said she would have maintenance look at it. This should have been fixed long before anyone ever occupied the room. But after thinking about how the rest of the room looked, I could tell that the only thing that had been done was a linen and towel change. The bathroom was filthy as well. The floor was sticky. So sticky that I used a towel to stand on the whole time I was there. The toilet needed a thorough cleaning. The shower was in decent shape except for where pieces of paint were falling away from the wall in spots. I know it's terrible that I think this, but the fact that I was given so much trouble about an upgrade, I'm not so sure I wasn't put in that room knowing full well that it was in need of repair and filty. I guess...

This is the first time I've felt a stay was poor enough to warrant a review. Overall the hotel was fine. However, when I tried to check in at 2:53 pm after driving 9 hours I was told "I'm sorry, we don't have any rooms for check in". My name was never taken, my reservation never checked. Apparently every single room in the entire 3 story hotel was dirty. Giving the benefit of the doubt I thought I would go to my car and check the check in time. (Maybe it was 4 and not 3). I sat in my car, pulled up my reservation and verified that check in was indeed at 3pm. As I did so, I watched as 3 men walked in to the hotel. All went through the motions of check in with no problems. Apparently rooms were only available to men who had been working construction. I went back in 3 minutes later and asked the clerk to check if a room was available. With a sigh she did and magically one was. I was told the reason I couldn't check in at 3 is because check out time isn't until 2. I think a lot of review needs to be done of policies, time management and customer service.

Everything else was fine with exception of the wet, dirty washcloth left by the previous guest falling off the shower rod and onto me when I tried to enter the shower.

I would have spoke with management at the time but both at check in and check out I only saw the 1 desk clerk and knowing she wasn't worthwhile to address my concerns I chose to write a review instead.

I did encounter a few of your back of house employees in the halls and at breakfast; all of them were extremely courteous...