Holiday Inn Express Wisconsin Dells, an IHG Hotel — Hotel in Lake Delton

A friend and I stayed at this hotel for a convention going on this weekend. Immediately upon checking in and going over the information regarding my stay, the man helping me out was very thorough in the amenities and hours of operation. He mentioned my membership in our conversation, and it made me feel seen and respected. He handed me two water bottles for my guest and me. It was such a lovely sentiment, and even if the staff didn't realize it, I was really struggling with stress from this event. I had taken a bus for two hours without hydration and stayed at the bus drop off for another hour waiting for my ride to the hotel; giving out those waters and feeling valued immediately upon entry meant everything to me.

The receptionists were so informative and helpful with my questions and expressed empathy for my concerns; the recognition and proper value of soft skills were exceptional.

For breakfast, it was a classic hotel breakfast, and although I have some dietary allergies to dairy and gluten, I was still able to have a full meal to start my day on Saturday. The scrambled eggs were delicious, and the platform counters weren't as dirty as other places I've been; of course, there was some fallen food on the floor from people's plates, but as the morning rush subsided, the workers started to get to work cleaning the space. My shoes didn't stick to the floor tiles, the hallways smelt clean, the chlorine from the pool didn't smell too strongly, and the entire hotel smelt exceptional.

My friend used to work in housekeeping as a prior job, and she mentioned that the care for each room, no matter how big it was, was still being cleaned at every surface and corner. The couch in the corner wasn't overlooked, and the carpet was clean even on the edges around the desk, something that may be forgotten and ignored if there isn't any evident dust or crumbs. The floor was as spotless as it could have been, and the vacuum treads were still there from the previous cleaning. The bathroom had no mold or spots, and the shower was perfect in temperature and accommodation. The soaps were full, and the Dove brand didn't agitate or cause irritation to my sensitive skin. Best of all, it smelt so lovely!

The only thing I could navigate as unfavorable was gaining incorrect information regarding the shuttle service. I was told over the phone several weeks in advance that the shuttle service was 24 hours to a select location around the Dells in itself, but when we went to go request it down at the front desk for Saturday evening, we were told it ends at 10 pm. The receptionist was apologetic for the wrong information given to me, but I completely understood that some things can get lost over the phone, and it didn't matter much in the end since our event was at the Kalahari down the road, and Uber was cheap.

Other than that, the three-day stay was one of the best I've had in regard to pricing and location. The guests and staff were obviously influenced by the clean atmosphere and relaxed disposition of the hotel ambiance, and it made the experience all that more memorable. I recommend this hotel to anyone staying at the Dells for its affordable price and...

I have tried numerous times to reach out to management to discuss the terrible experience we and at this hotel and i received no response. They apparently do not care so I will post this publically.

Dear Holiday Inn Express Management,

Hello, my name is xxxxxx, and I would like to speak with the General Manager regarding our recent stay on Saturday, April 12.

We arrived late that evening after a long day of volleyball, looking forward to a clean and comfortable room to rest and prepare for the next day. Unfortunately, we encountered several serious issues that significantly impacted our experience.

Upon arrival, we found the toilet was gurgling and making unusual noises. After my daughter attempted to flush it, the water rose dangerously high, accompanied by a foul odor that filled the room. We attempted to call the front desk but found the room phone was missing. Given the late hour, we made the mistake of not going down to the front desk, and I ended up unable to sleep due to the overwhelming smell and fear that the toilet might overflow during the night.

By morning, there was brown water on the bathroom floor, which we did our best to clean up ourselves. We informed the front desk, but were told no maintenance staff was available, and there were no alternate rooms for us to use—even just to shower. The only option offered was to use the facilities in the pool area. While the front desk attendant was polite, the situation was far from acceptable.

After breakfast, we returned to find muddy footprints in the room and a plunger left outside the door. It appeared someone had entered to attempt a fix but had left behind an even bigger mess.

We were credited $50, which I appreciate, but I feel this does not adequately reflect the level of inconvenience and discomfort we experienced. We paid for a room that should have provided a clean, functional bathroom and a restful night—neither of which we received.

I would appreciate the opportunity to speak with you directly about this matter. Please feel free to reach out at your earliest convenience.

Thank you...

We checked into this hotel for four nights, we should have checked out after the first night. It started out poorly and got worse from there. The carpets in the room, the hallway and especially the stars are smelly and dirty. For some reason we were given a handicapped equipped room which, in my opinion, would be unsafe for a person with a disability. It was the last room at the end of a long hallway. You might think it was closer to the exit but there was no elevator there and the only exit was one floor below. There was a bathtub that had a chair in it but when I went to move the chair forward, it fell into the bathtub. The safety belt smelled of mildew. There was a shower head that was hard to reach in order to adjust it and the hand held shower head was inoperable. There was one office chair in the room so no place else to sit except the bed.|Although the website indicated daily housekeeping service, a sign posted at the registration desk informed s that due to Covid, housekeeping services would only be provided if requested before 9:00 am. We didn’t request it after the first night but did try to call housekeeping the second morning. The number was busy for about 10-15 minutes so we dialed the operator. It rang and rang and rang. We kept trying and eventually someone answered. We requested service and also indicated that we had no tissues and that we were running out of toilet paper. She asked us not to leave a “do not disturb” sign on the door, we complied. When we returned that night, we found that our room had not been serviced. We called the front desk and were told it would definitely would be the next day. Someone did come in and make the bed and place clean towels in the bathroom. Still no tissues, no toilet paper and no fresh cups. My husband had to go to the front desk to get what we needed. The worst part is that the staff didn’t seem concerned or apologetic in the least. We have stayed at IHG hotels before and were generally pleased. We don’t expect luxury for this price point but we do expect cleanliness, safety and an engaged...