Holiday Inn Express Jamestown by IHG — Hotel in Jamestown

This is the email that I sent to the property twice, with no response.

Good morning,

Please see that this email is forwarded to the General Manager

I am writing to let you know how disappointed I am in your hotel, and our stay there this past weekend. My family has stayed there 2 to 3 times per year recently, as we have family in Jamestown. We all agree that the hotel has been in decline the past couple of years, and it may be time to find a different place to stay in Jamestown. This pains me as I am a Platinum Elite IHG member and always look to stay at IHG properties first.

We had booked four rooms for Friday and Saturday nights. Upon check-in I was very disappointed to see that the pool was undergoing maintenance. My last stay there was in February and the pool was closed for maintenance at that time. This typically would not bother me, but my brother had two daughters with him that were very disappointed. They even stopped on the way to Jamestown to buy a swimsuit for one of them. How long does it take to fix a pool? When it has been out of commission so long how can you in good conscious continue to advertise that you have a pool. When I booked the reservation, and saw the pictures of the pool, I never even thought to ask if the pool has been fixed as it had been so long. And I can only imagine what other maintenance has been ignored.

We checked in to two rooms at 11:00 pm. When I walked into my room it was obvious that someone had been smoking in the room. As it was so late I did not make an issue of it. Luckily, we had two rooms so my wife, who has allergies, could stay in the other room. When I did mention this to the desk clerk the following day she offered to move us to a different room. I did decline as we had a and I did not want to take the time and hassle with a move.

Your web page says that you have daily housekeeping services, but the room I was in was never touched.

The breakfast was also disappointing, and not up to Holiday Inn Express standards. The first morning the sausage was empty by 9:00 am and not replenished before we left the breakfast area at 9:30. The juice machine was inoperable (I wonder for how long) but at least there were individual servings available. On Sunday, the cheese omelets were over heated and stuck together in the pan. They came out in chunks. Thank goodness there was cereal and cinnamon rolls available.

And if you are never going to replace the pancake machine, the one thing that made the Holiday Inn Express breakfasts stand out, and least take down the signage for it.

I do want to compliment your front desk staff. Every employee that I interacted with weas friendly and professional. The issues we experienced had nothing to do with them.

This was the most disappointing stay I have ever experienced at a Holiday Inn Express. I am letting you know so that hopefully you can improve the services...

Several things happened that were unusual for HI Xpress. I stayed in rm 311 from 8-13Feb.

My wakeup call was not entered by staff on the second night of my stay causing me to be late for an important meeting. The automatic feature to enter wakeup calls on the phone was not working so I guess the operator failed to enter the wake up call.

On the last day as I was loading my car, The keycard no longer worked. thinking it was deactivated by my cell phone the front desk made a new key, which also didn't work. Again, he made another key, which also did not work. This forced me to make several trips to the front desk to have it reactivated. Eventually the guy from the front desk reluctantly came up and opened the door with the master key.

The refrigerator compressor buzzed very loudly, such that it disturbed my sleep. I complained about this on the second day and nothing was done about it. Eventually I just unplugged it to keep it from buzzing. Thanks to it being so cold outside I left my leftovers in the car. Having a refrigerator for milk is desirable for me, and I was not able to use it.

I was really surprised to find out that there was no coin op laundry machines. This is the first HI Express that I've been to that did not have coin laundry. This feature is one of the main reasons I choose HI and I was disappointed to not find them.

In summary, I have stayed at HI hotels all over the world and this one is definitely not up to the usual...

This hotel is gross. After driving 12 hours, we got to the hotel. We went in and the guy at the front desk was zoned out. My wife said we had a reservation. She says to him" you look tired". He said "something like that. " She gave our name. He asked for credit card and ID. We used points to book this reservation. She gave him the cc and ID. He put a paper in front of her, she filled it out and handed it back. No acknowledgement of our platinum elite status, no offer of what time breakfast was, just handed her the key. We bring all of our things in and the room smells musty and of stale smoke, of course these are non smoking rooms. My wife called the front desk and the guy says he'll move us. We go get the new key, and head to the new room. It smells somewhat better. As always when we travel, my wife wipes every surface with disinfectant wipes before we touch anything. The one side sheer curtain is totally missing, the other side is ripped, the bathroom floor tiles are broken and grout is broken with pieces missing. I ran back to the car. Stopped in the breakfast area on my way back in, at 7:30 p.m., to look at the condition. The pans where eggs, sausage, and bacon etc. are served from still had dirty water and food particles in them. Who knows how long they've been that way. Carpet throughout hallways, elevator, and...