Holiday Inn Express & Suites Logan by IHG — Hotel in Logan

I have to say that I was absolutely disappointed with this hotel, seeing as I've stayed here on numerous occasions. Having said that, this trip was my last. Upon check in on August 13th, our room was ok from first glance however the bathroom was NOT cleaned properly. There were hair accessories under the sink on the floor that were there when we checked in and still there when we checked out. There were no liners in the garbage cans. The toilet had black mold on the back underside of the lid. The 3rd day of our stay left us with no toilet paper or clean towels. We had to ask the front desk for toilet paper after having ran out because the cleaning staff didn't find it necessary to provide an additional roll. We had to ask the front desk for towels as well. There were also no towels available in the pool area which shocked me as I was the only person utilizing the pool the entire first half of the day on Saturday, August 15th. In addition, there was no breakfast on Sunday morning (August 16th# because there was a mix-up in someone reading their schedule. How is that a guest's problem? I'm not trying to be mean here...but if a hotel offers clean rooms and a hot breakfast every morning...then the guest should expect that. Granted the night manager gave us a credit #nominal credit...but at least he tried to do something for us...still that is no excuse for staff not being prepared. Our departure plans had to be postponed by 2 hours because I refused to go elsewhere and pay for a meal that I was supposed to have included in my room fee. On to the day-shift manager: What an unprofessional woman. This manager needs to either be fired or IHG needs to invest in basic public relations counseling for her. I was awaiting a family member to pick me up for her birthday. She's by no means elderly however she's still no spring chicken. But that's besides the point. I had forgotten my water bottle so I placed her cupcakes and potato chips on the table in the dining area to run to my room ##109#. I was gone for merely less than a minute. When I came back to gather my things, the manager was standing there #in plain clothes...not a uniform# and proceeded to scold me for trying to host a birthday party #because she looked through my bags to see what I had#. Initially I thought she was just another guest at the hotel #again, because of her attire/appearance/unprofessionalism# so I thought "who does this lady think she is?!" but then she proceeded to inform me #while pointing her finger# that she was the manager and that I had better not try to have a party because she would throw me out and I'd have no place to go. She informed me that guests on the 2nd floor were trying to have a birthday party and that she was going to throw them out too. Again...I stood there staring at her because #1: Who speaks to another adult like that? #2: Manager or not...don't EVER speak to me like that when I'm paying to stay at your hotel . #3: Dress like a manager so people take your seriously. #4: DO NOT wave your finger in a guest's face like they are a child. #5: You have NO RIGHT to rifle through my bags and tell me what all that I have and that I'm having a party. #6: I don't care what guests have done to upset you...do NOT take out your anger on me. I've done nothing to cause a scolding at my age. Little does this manager know, but my entire family resides in Logan. They have for generations. So I do have somewhere else that I can go. I just PREFERRED to stay in a hotel in town so I am not an inconvenience to anyone's schedule. Trust I will not make that mistake again. I brought guests with me on this trip and I was absolutely embarrassed by the lack of attention by the cleaning staff, day shift manager and the breakfast staff. On a lighter note: The evening manager and the front desk clerk, Robyn, were the only highlights of our stay. Every time we check in, Robyn is there with a smile. She is always pleasant and very kind and she eludes professionalism. Her uniform is always clean. Her hair/makeup is always well maintained. She speaks intelligently and is very accommodating. The night manager was also very pleasant, professional and spoke intelligently and treated not only the guests but his staff with dignity. For that, I commend IHG. But for the day manager...your Human Resources Department...

We stayed at your facility in October, 2013, May 2014 and July 2014 and we enjoyed our stay very much. The room was nice and clean with most comforts of home, the breakfast was good, the hot tub was wonderful, the beds were a dream to sleep on and the service was second to none. Looking forward to another great experience, we made reservations early in the year for Memorial Day weekend.

We arrived in late afternoon on Friday, May 22, 2015. The first hint that things had changed was at the LONG confused check-in. In our room we found that there was no fridge or microwave which we were counting on to care for the 16 year-old pet we were traveling with. Tried to call the desk and the phone did not work because the cord that connects the handset was broken. Using the other phone I called to request another room and was told that the hotel was booked up, and that the fridge and microwave are not offered in "standard" rooms. Really? We never reserved anything except a standard room (2 stays in room 309) and these items WERE always standard!

Went for ice to keep the pet's food chilled and my key card would not open the door! My wife had to let me in. In the meantime, my wife tried to turn on the TV. It didn't work and several outlets/lamps didn't work. I called the desk back to report the dead TV and lights and to request new key cards. TV/lights started working - maybe someone reset a breaker??? A hotel employee brought new key cards to the room. She suggested that I had put the cards in a pocket with a cell phone but I didn't have a cell phone on me anywhere. The new key cards worked most of the time through our stay but I usually had to turn the card upside down or backward to open the door.

As for the room, the floors were spotted and dirty. Something (a dead worm, dried up spaghetti or a broken rubber band from someone's braces?) was curled up in the dirt behind the bathroom door.

On Saturday night, I went to get in the hot tub. It was overflowing with Suds. Another guest told me that a kid had poured a bottle of shampoo in it! Back at the desk I reported the issue. The desk clerk said it would be at least another day before it could be cleaned and refilled. She assured me that it would be fixed ASAP and that I would receive a discount for the inconvenience.

I got my bill this morning but there was NO discount! I asked for the manager and was told that he was on his way. When I left more than an hour later, he still had not arrived - no surprise there!

The only good thing I can think of about this visit is that the beds were still very comfortable and appeared to be clean.

I realize that stuff happens but there needs to be better oversight on what is happening in common areas as well as general cleanliness and upkeep of the facility. Management evidently doesn't care whether guests are happy so long as the rooms are booked up. But with the way this facility has deteriorated in quality and service in 1-1/2 years, those bookings will soon dwindle away. The Logan Holiday Inn Express was a destination we looked forward to visiting twice a year. Not any more. Sadly, I do not expect that we...

So while traveling on a vacay getaway where we did some hiking, sight seeing, and a lot of driving we were sore and road weary, so my wifey decided we needed a place to relax with a pool and hot tub. She Googled "hotels with pool and hot tub near us" and this hotel was the top listing. #1 listing! After arriving and checking in we found out that their pool and hot tub have been closed for years! When I asked the hotel staff member he acted like it was our fault for not checking their website, so I checked their website. After showing their pool and hot tub as "amenities" at the top of their page, at the very very bottom of the page it says "pool closed." So it's advertised and then in small text it's like "SIKE!" As a business owner I know you can change things on Google as well. Then we were bombarded by printed threatening flyers throughout the hotel, in the elevators, and in the room about being charged for smoking or, (a first for us as regular travelers), a threat that if you don't brush your shoes off and they find any dirt or mud in the room or hallways you'll also be charged gigantic fees at their discretion. With all their fondness of printing flyers you'd think they'd print a channel guide, but no they don't. The room was clean except for a very gross looking stain on the ottoman. The breakfast was gross with very subpar offerings. The pancake maker was out of batter and the lady working acted like it was a bother to remedy the situation. None of the staff seemed friendly whatsoever. Finally, we ended up paying $30 more for the 1 night at this "Holiday Inn" than we paid at the MUCH MUCH nicer, cleaner, and vastly superior Hilton (Charlottesville) at the next stop of our travels. The Hilton was actually CHEAPER! $30 cheaper!! Cleaner, better breakfast, much much friendlier and helpful staff, with a pool and hot tub that actually worked as advertised! Not to mention that the room was more spacious with everything you could ever want in a hotel room (they had a dishwasher in our room!) All for a much lower and more reasonable cost without any threatening flyers! I would not recommend this hotel (or Holiday Inn in general anymore as it seems they are all becoming subpar compared to other hotels we have visited) to anyone. This one in particular seemed more worried with threatening us with extreme charges, (at their discretion - luckily we weren't charged as we didn't do anything wrong, but the threats remained at every turn in the hotel), than they are with offering a good experience for paying customers. Lastly if you're not going to fix the pool and hot tub take them off of your website and edit Google so you're not deceiving people, unless that is...