Holiday Inn Express & Suites Port Richey by IHG — Hotel in Jasmine Estates

I have contacted the hotel about this with no response...

My military family ended up at your hotel due to the death of my 24 year old brother in law from a tragic car accident. We chose this hotel for the conjoined rooms as we are a family of 9. We also love the IHG chain of hotels and expected great treatment. When I called, the night before, I learned that the rooms are not joining but you only have one set of room that join together, so it was unlikely to get it. Although there was inclination this was the case when I booked. It would seem that it shouldn’t be advertised you have connecting rooms at all, if that’s the case. We could’ve chosen another hotel to accommodate our family. But, instead of complaining we took the side by side room, meaning I couldn’t even be with my husband in his time of grief at the hotel and we had to be split the entire time.

Even so, my bigger issue is with your breakfast attendant. She was very unpleasant to our family every morning. On the first morning, my husband arrived at 9 and asked for pancakes for our family. She insisted that our family was too big to serve. This was with my children standing there. We allowed that to slide and took the cold foods instead. The next day I came down at 8. Once I told her I had a family of six she put her hands on her head in frustration and said she can’t help us because she can’t take care of anyone else. I then told her if she would just give us 6 cold foods, and 6 juices. She was visibly frustrated at the thought of helping us. Today, my husband was outright told NO she would not serve us at all because our family was too big and it was 9 O clock. My husband left the area with a couple things. He went down later and asked what she was willing to give a family of our size? She gave us actual food for the first time in our stay (but in a very rude manner).

The issue here is that we shouldn’t have been made to feel like a burden. We spent over 1,000 there for rooms we did not request and weren’t able to receive even hot food because it was an Inconvenience. Your breakfast area wasn’t even really big enough for our family to eat there. It was out of consideration of that we only bought a few down only to be turned away after waiting in line.

What happened these days were so embarrassing and frustrating we ended up canceling the end of our stay and...

1ST let me say that I exclusively book IHG hotels because my son is in the military and it is convenient to go visit on base, since there are IHG hotels on base and have never had an issue like this. I booked 2 rooms for 4 nights next door to each other for my sons wedding this past Memorial Day weekend. Upon arrival we saw the under renovation signs but that was the very least of our problems. The 1st thing we found later that night was that we didn't have cold water at the bathroom sink faucet. Turned on cold water and very hot water came out. The following morning I brought this to the attention of the manager who asked would you like me to fix that? I said YES we would like it fixed and she said she would send someone up to which never happened. Upon returning later on the second day after room was "cleaned", we found we had no toilet paper and only two tissues in the tissue box, two of the pumps including the shampoo and conditioner did not work and the body wash pump was completely empty. There were garbage items that were left behind as well. Again, I spoke with the manager on duty and she came up to check the pumps and said it was fine that maybe they were clogged and added some body wash. It came to my attention later that day that the second room we booked, which two of my sons were staying in, had an air conditioning unit that was not working and was making a great deal of noise. The temperature in Florida this weekend topped 100 degrees. So I brought that to the attention of the manager as well it was finally fixed on the third day. Since we were getting ready for the wedding and getting our hair, makeup and dressed for the actual wedding in our rooms we asked if the hotel rooms could be cleaned later in the day around 3 which is the time we would be leaving. The manager on duty which was the same manager everyday, that I spoke to, said they can't promise that so it probably wouldn't be cleaned until the next day. I asked is there anything we can do about that and she said you can leave before 2. The rooms were "somewhat" clean when we got back. The Manager had no sense of urgency on any matters and seemed annoyed more than helpful. This was not the way I wanted to spend my 4 days in Florida. Needless to say I will not stay at this hotel again. The staff was very inept and...

Staff member Amy was rude and inconsiderate. We called to obtain assistance from staff that we did not require cleaning services and that we were offsite but we did not leave the do not enter sign on the door.

Upon answering the phone staff member above stated please hold.. Since there was a very short window of time to prevent entry because the housekeeping staff were already actively engaged in addressing the rooms.

When Amy was asked how long the on hold wait time would be she advised with a very unpleasant and curt tone that she did not know.

We requested another staff member to assist she advised she was the only staff member and that she had a customer before her that she was assisting. I asked if she could multitask to assist with a very quick but urgent request she refused.

We were on hold an excessive amount of time. We eventually hung up called back and was placed on hold again finally she returned with no apology for the long hold and a very disconcerting disposition.

She did not provide a high level of confidence that she would execute the request as she said she would try to reach housekeeping. So we made yet another call and this staff member committed to contacting housekeeping by going to speak to them face to face(Dee).

Gratitude to Dee for her assistance.

Amy’s poor display of good customer service had a very negative impact on our overall experience. With this type of response I did not address the issues with room cleanliness and other concerns as a simple request required too much effort to address.

Staff should be trained on how to address the concerns of all guests and potential customers.

The time Amy spent telling how she could not assist us she could have taken our room number and quick request and made a positive lasting impression on us as guests and instead of the review being poor it would have...