Holiday Inn Express & Suites White Haven - Poconos by IHG — Hotel in Kidder Township

Walking into the lobby, I was immediately confronted with rows of candy for sale. One woman was in my immediate view but she stood sideways. She was not the person who would help us and didn't really acknowledge us until we were engaged with speaking to the second woman at the desk. I told her my name. When she asked for ID, I said that the room was reserved under the credit card of my friend and had my friend offer his ID and credit card as he had at every other hotel. She recoiled. She said no. She wanted the ID for me ... the last name the room was reserved under. That was a first for me but caused the front desk person to seem suspicious of me. The friendly conversation grew short and she gave me my keys. She told me which direction to go. As I started to turn my wife entered the lobby with my Service Dog. She had the nerve to say to her co-worker, in front of me, "look at this." I explained that it was my wife and my Service Dog. She clearly didn't believe me as she repeated back, "That's a Service Dog?" Yep. It is. She did not ask any of the legally allowable questions about what she does for me focusing instead on the dog's size. The dog was not barking and was walking in lockstep with my wife. She was wearing her Service Dog vest. As soon as we got to our room, I noticed that it appeared that someone had attempted to break in to the room at some point in the past. The wood was chipped off right at the door lock. Then we noticed that the room smelled like tobacco smoke. One of the Keurig cups with coffee maker was already skewered open. It had not been used but it had clearly been punctured top and sealed bottom. Above the Keurig was an architectural design. It was like a chimney with no outlet. It created strange echoes and held in every smell. This explained the tobacco scent when we came in except that it was a non-smoking hotel. The air conditioner filters were dirty. (We cleaned them so we could breathe better.)

There were only 3 hangers in the closet. Those were chipped and broken.

The tub was dirty on the bottom and up the sides. The shower head looked worn out and tarnished. The sink was cracked. Even the soap at the sink is inconveniently all the way past the sink. And good luck finding the hand towel while you are standing at the sink. They are below the sink, at your knees. The hotel knew that four people were checking in to the 2 queen bed room. They had provided us with enough towels for 2 people. The breakfast that Holiday Inn Express prides themselves on was nothing special at this hotel. Response from the owner Thank you for taking the time to give us your feedback; I am sorry you felt that our staff did not take well to your service dog. I did review the the cameras from your check in; it seemed the staff was very happy to see your dog, During review of the footage, I did time the conversations of General manager and desk agent with two of your party to about 12 min, followed by the 4 min of the admiring your service dog. After talking to our Gm and desk agent, they recall much of your conversation, about loving driving in NJ compared to MN and comparing driving in different city's such as LA, NY, MA, and how your service dog is a living crane to assist with mobility. We would have been more then happy to fix any of your issues with your room if they had been brought to our attention. Guest...

The good: Hotel is recently renovated with a fresh, clean look. Lobby is nice. Rooms are large and bright. Staff friendly. Breakfast good. Location in safe area, but not by a town.

The bad: Walls are paper thin making sleep quality really poor. We had a 3 night reservation and left VERY tired and frustrated. It takes alot to get under our skin, but we will never ever stay here again because we encountered problems all 3 nights.

Night 1: Other guests were very loud most of night. We could hear talking, laughing, and the TV from next door, that is when they weren't slamming doors really loud and making noise in the hallway. We could hear continual footsteps from the room above us as well. It was back and forth and back and forth and back and forth. We tried to call front desk after midnight but turns out the room phone was out of order. This meant getting dressed and taking a walk to the front desk. The attendant wanted to come into our room and listen - talk about invasion of privacy in the middle of the night! We were told both rooms (above us and next to us) knew each other. The noise issue was not resolved. The people (who, we were told, were the manager's friends) finally quit making noise around 2 am. We were sleepless up to that point.

Night 2: In the morning we discovered that the frig, coffee pot, and microwave weren't working. When trying to reset the gfci outlet, it buzzed loudly. We tried 3 times and it did the same thing. We reported that to the front desk also. The maintenance people don't work Sundays but were told a service ticket woukd be put in.

We came back to hotel around 6:30 pm after a day of hiking to take a shower and go to bed early. We walked into our room and it hadn't been cleaned so we had no fresh towels. We were wet from the rain and tired. The cleaning cart was in the hallway, however, and so we maintained patience thinking it wouldn't be much longer. We waited until after 7 pm but nothing. At that point we went to the desk to request a cleaning and sat in the lobby so housekeeping could come from somewhere else in the building and get in our room to bring towels and clean up.

Night 3: We could again hear loud footsteps from the room above us. The noise control of the building is poor indeed. The night was actually OK until 6 am when we could literally hear what sounded like a cell phone vibrating in the next room. It would vibrate 2 or more min, then pause, then vibrate all over gain. We wanted to sleep in but this went on for an hour!! It was so loud we thought it was one of our phones but we are 100% sure it wasn't. Never have we stayed at a place where we could hear everything through the walls like this! So very bizarre.

To top it off, we were told on night 1 that the manager would be told about our inconveniece and we would be guaranteed a discount. Upon checkout on day 3, the desk staff was completely unaware of what we'd been told and there was no discount. They did end up giving us 20% off one night, but apparently no one ever talked to the manager to see what discount would be appropriate. Communication breakdown for sure, but not acceptable when we were promised the issues of our stay would be...

Me and My husband came for my little mini vacation.We checked in on feb 2nd around 7-8 pm not sure. I have been a regular guest At Holiday Inn and this was the worst experience we have ever faced. First day , as we were here to celebrate my husband was listening to music and random knocks on the wall , And than The Guest services lady came to our room knocking that she got a complaint from other room for loud music , We told her sorry and we never played loud music after that .By the way The night shift Front desk agent was very Rude . She also charged us $16 extra while checking In . Moving forward , We Were very respectful most of the time we were outside the Hotel because we came here to explore . We were getting random calls early morning and when we called guest services He was like ( Ok i will let a manager know ) ( Issues not resolved ) Since we were here to enjoy , we didn't complain anymore and went out to explore more . Our check out Time was in 5th of feb at 11 AM . On feb 4th we came back to Hotel at 12 am and we were packing our stuff and having regular conversation since we we're leaving tomorrow. Again it was The NIGHT SHIFT FRONT DESK AGENT lady talking rude to my husband that we have to leave..We both were suprised like what is going on at 1:30 am she is telling us to leave ??? After a while A COP knocked on our door and told us to leave because she complained that we were making too much noise.We did not wanted any problems with cops so we left as they said .

But Mind You ..This is a HOTEL . Some come for pleasure , some comes for business and some might come for a medical reasons . So if anyone has a medical issue and is ill ..This front desk lady would kick that person out too ?? for getting sick ?? We both were here to relax and not to create any issues..She spoiled our vacation. There should be a communication between guest and employees. If the people on our floor was complaining even for us walking than She could transfer us In a different room .

Where is the Hospitality ?? Where is the customer service ,? This is how you train your staff to treat your Guest ??? To kick us out at 2am for no good reason?

The front desk lady mentioned that her Manager told her to that . So , Who so ever was the Manager .. The Corporate needs to have a meeting with him or her . And The Front desk lady needs to find a Job because This is clearly not where she belongs. I myself am from hospitality industry and this is a terrible thing to do to a guest.

I do not recommed this Place because of the management and employees . I do not recommend this place if you want to feel like you are inside prison...