Holiday Inn Express & Suites Kailua-Kona by IHG — Hotel in Hawaii

STAY AWAY FROM the IHG Holiday Inn Express Kailua-Kona, HI!! |We had negative experiences at this hotel throughout our 10 day stay. IWE WILL NEVER BOOK another IHG hotel again. Manager A. Bay only replied once to our complaint and we tried to contact him 5 times! He ignored us and did not even care about our issues! ||Issues:|| - The room was not cleaned properly before the room was given to us. We have allergies and cannot tolerate dust and dirtiness. Too much dust.|| - Throughout our stay, we experienced slow WiFi internet on your network. The Internet WiFi was spotty. It was so slow that I could not get my business done in a timely manner, wasting precious hours a day.|| - Hairs in the room from previous guests|| - Entire trip: the cordless phone doesn't work. Only the base worked with a too low speaker volume, can’t hear the person talking. Reported the issue twice to front desk. Noone ever came to fix it.|| - Entire trip: Breakfast buffet had very few vegetarian options. Cinnamon rolls only offered 2 or 3 days out of 10 days.|| - Entire trip: Totally ignored our gluten free breakfast food request on reservation for our son who is gluten-free. May 26 - Spoke in-person to front desk guy with glasses and he said he would contact the manager about it. Noone took any action throughout our stay.|| - Entire trip: Fitness center dirty. Treadmill out of order for all 10 days. Bike machine pedal strap broken|| - Entire trip: the one elevator was often slow to get to 3rd floor.|| - For 5 days in a row: Breakfast buffet. Juice machine out of order. Orange juice and all other juices not working.|| - Breakfast buffet- no muffins, already out of stock by 8am, he said he ran out. Breakfast ends at 10am so should not have run out so fast.|| - Breakfast buffet, no bananas, had to tell him that biscuits tray were empty. He didn't keep track of items at all. He said he can make more, waited 15 minutes.|| - Muffins gone from breakfast at 730am|| - Housekeeping was supposed to change the bed sheets and pillows every 3 days. It's our 4th day here and they didn't change them. We had to ask them to change the bed sheets and only then did they do it.|| - Maid said they didn't have any towels and would bring them later. She never came back with towels. We had to emrequest it again from front desk. Hotel maids make promises and never do them.|| - Sofa bed - they never changed they sheets, 1pm maid said she didn't have any sheets and would do it later. She never came back. We had to request it again from front desk.|| - Room was not cleaned while we were gone all day 930am to 8pm. We came back to a dirty room: towels not replaced. Beds not made, Garbage not taken out, tissue box empty. At 8pm, Front desk lady said housekeeping note was that room was locked from inside. Noone was in the room so they were lying. The room was definitely not locked since we got into room with our room key in the evening. Housekeeping did not clean the room on purpose because the maid had an attitude problem. She was rude to us many times. Not sure why.|| - Maid cleaned room, did not fill up hand soap in bathroom, did not full up shower body wash liquid. Had to ask her to fill it up. She did not clean the shower tub. There is still some sand in it. She did not clean the bathroom properly. Did not restock cups|| - Baby or toddlers crying all night in room next door. Walls were thin and noise came through and we couldn’t sleep all night.|| - Breakfast, at 9am no fruit is out, had to ask for fruit and she gave me. She did not restock fruits bowls. Why do we have to ask for buffet items? They should keep them in stock. Biscuits were out, had to ask her to make more. They don't restock buffet themselves for non-meat items.|| - Housekeeping did not Mop our room often, stains on floor were there several days. Some food crumbs were on floor for days.|| - 9am breakfast ran out of biscuits already, closes at 10am so should be in stock until closing time. No cinnamon rolls, No bananas. Had to ask for oranges, they don't put them out, No walnut|| - Housekeeping maids rude and never smile, they frown at us and have lifeless interactions when you ask them to do their job.||It was an unpleasant experience from start to finish. |STAY AWAY FROM THE the Holiday Inn Express...

I am disappointed in my overall experience recently with Holiday Inn Express in Kailua-Kona. The visit started out great. Upon check-in the woman behind the desk was busy, I was 3rd in line. She greeted all warmly and took time with each customer while acknowledging me. When it was my turn, she apologized for the wait, even though it was under 5 minutes. I asked if it was possible to get a King bedroom vs the 2 doubles, and she said she would see what she could do. She cheerfully let me know it was possible, in room 323. Great.

Turns out it was 2 double beds but that was fine and we left it. She was busy and said they were behind on cleaning, so we didn’t want to fuss about it. The next morning, we went to breakfast. We were early and they didn’t have any hard boiled eggs. The kitchen person said they didn’t have any yesterday or today but would have them tomorrow. We understand, it happens. The next day they still didn’t have hard boiled eggs.

The issue comes in when I went to the front desk to get towels. The man at the desk was on his phone playing a game. I understand it happens. He didn’t even greet me. I asked for towels and his response was ‘fill this out’. He gave me two towels. Did not say anything like ‘have fun’ or ‘what else can I do for you’? I then let him know we don’t need our room serviced but I did need some extra decaf coffees, how can I go about getting some? He didn’t say a word. He turned and walked the couple of steps to the drawer and pulled out 3. He didn’t ask me how many, and I only needed 2. He laid them on the counter. Again, didn’t say anything.

I returned the towels that evening again to the lovely woman who checked us in. She again was warm and friendly.

The next day, I again needed towels and to request a later checkout. He was on his phone, playing with a pink bedazzled hair clip while gossiping with a coworker about another employee. He again didn’t say a word. I asked for towels and this time he laid the paper on the counter and didn’t say anything. I asked for a late checkout and he said the head of housekeeping wasn’t in. I asked if he could check for me. He said they were busy and only had 3 people. He then walked to the back room and came back saying ‘she said no’. I understand she might have said no, but the way he presented it was not friendly. I then inquired if it is possible if only until 12:30. He rolled his eyes, again walked to the back room and came back and said ‘yeah’. I asked if that was yes it is OK? And he said ‘I said yeah.’’

Later that morning, I returned the towels to him. As I walked up to the desk there was another person ahead of me who it turns out was an employee and needed a key card. He was talking and joking around with him, showing him something on his cell phone that was not work related. Then my turn. Again, no greeting. I said ‘I am returning these towels and gave my room number’. No verbal acknowledgement. He went to a file and grabbed the paper. Said nothing. Handed it to me. His entire interaction was very odd and rude.

As we go up to the room, we notice a plumbing truck in the parking lot. We get to the room to show, and no water. There was no communication about it. We call down three times and on the third time, a woman answered. She was clearly frazzled but very polite and apologetic. We understand that things happen. She said they were trying to call all the rooms as fast as possible and it would be 30-45 minutes. This was a bit of a concern for us as we needed to catch a plane and were coming from the beach. We were not upset with her but I was upset with the front desk man who did not say anything about it at all when we returned the towels. He could have notified us at that time. In addition, I would think a hotel chain this size and in this era, would have a way to send an automatic message to all guests to not cause more stress on an already lean cleaning staff.

Due to the lack of water and the timing, we left some sand in the room and therefore left a bigger tip for the cleaners as that was never our intent to leave the room in disarray.

My concern is not about the water, the lack of eggs, the double vs a king, etc. I would want to know if an employee of mine created such a poor experience for a guest that after 3 days back home, I am still thinking about it. I hope he gets the coaching needed for...

STAY AWAY FROM the IHG Holiday Inn Express Kailua-Kona, HI!! We had negative experiences at this hotel throughout our 10 day stay. IWE WILL NEVER BOOK another IHG hotel again. Manager A. Bay only replied once to our complaint and we tried to contact him 5 times! He ignored us and did not even care about our issues!

Issues:

The room was not cleaned properly before the room was given to us. We have allergies and cannot tolerate dust and dirtiness. Too much dust.

Throughout our stay, we experienced slow WiFi internet on your network. The Internet WiFi was spotty. It was so slow that I could not get my business done in a timely manner, wasting precious hours a day.

Hairs in the room from previous guests

Entire trip: the cordless phone doesn't work. Only the base worked with a too low speaker volume, can’t hear the person talking. Reported the issue twice to front desk. Noone ever came to fix it.

Entire trip: Breakfast buffet had very few vegetarian options. Cinnamon rolls only offered 2 or 3 days out of 10 days.

Entire trip: Totally ignored our gluten free breakfast food request on reservation for our son who is gluten-free. May 26 - Spoke in-person to front desk guy with glasses and he said he would contact the manager about it. Noone took any action throughout our stay.

Entire trip: Fitness center dirty. Treadmill out of order for all 10 days. Bike machine pedal strap broken

Entire trip: the one elevator was often slow to get to 3rd floor.

For 5 days in a row: Breakfast buffet. Juice machine out of order. Orange juice and all other juices not working.

Breakfast buffet- no muffins, already out of stock by 8am, he said he ran out. Breakfast ends at 10am so should not have run out so fast.

Breakfast buffet, no bananas, had to tell him that biscuits tray were empty. He didn't keep track of items at all. He said he can make more, waited 15 minutes.

Muffins gone from breakfast at 730am

Housekeeping was supposed to change the bed sheets and pillows every 3 days. It's our 4th day here and they didn't change them. We had to ask them to change the bed sheets and only then did they do it.

Maid said they didn't have any towels and would bring them later. She never came back with towels. We had to emrequest it again from front desk. Hotel maids make promises and never do them.

Sofa bed - they never changed they sheets, 1pm maid said she didn't have any sheets and would do it later. She never came back. We had to request it again from front desk.

Room was not cleaned while we were gone all day 930am to 8pm. We came back to a dirty room: towels not replaced. Beds not made, Garbage not taken out, tissue box empty. At 8pm, Front desk lady said housekeeping note was that room was locked from inside. Noone was in the room so they were lying. The room was definitely not locked since we got into room with our room key in the evening. Housekeeping did not clean the room on purpose because the maid had an attitude problem. She was rude to us many times. Not sure why.

Maid cleaned room, did not fill up hand soap in bathroom, did not full up shower body wash liquid. Had to ask her to fill it up. She did not clean the shower tub. There is still some sand in it. She did not clean the bathroom properly. Did not restock cups

Baby or toddlers crying all night in room next door. Walls were thin and noise came through and we couldn’t sleep all night.

Breakfast, at 9am no fruit is out, had to ask for fruit and she gave me. She did not restock fruits bowls. Why do we have to ask for buffet items?

Housekeeping did not Mop our room often, stains on floor were there several days. Some food crumbs were on floor for days.

Housekeeping maids rude and never smile, they frown at us and have lifeless interactions when you ask them to...