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

We had reservations and have stayed in this hotel a few times while visiting family. This time, however, the 2 chippies at the desk were snotty and asked , "So you mind if I ask what brings you here today?" I've never been asked this question in my 48 years of life by a hotel desk clerk. It's really not about what she asked, it's HOW she asked. It felt very rude and her tone was odd. It made me feel like I had to explain myself when, at this point, all I had said was, "Hello, I have a reservation." I responded , "ummm visiting family because it's Thanksgiving...?" The chi k next to her says, "These are just standard questions, ma'am" (No standard I'm aware of) They were then unwilling to accept my service animal documentation, although I've presented said documents to other hotels and airlines with ZERO ISSUES. She insisted it was a "doctor's note" and they don't accept that. She told me I needed a certificate saying my dog is a service animal. Bear in mind, I've stayed here before with lesser documentation and there was no issue. She wanted to charge me an additional $50 "pet fee". When I explained I've used my psychiatrist letter for flying with no problems (and that's the hardest place to get to accept PSD!) I got angry and told her to cancel the reservation as I won't stay in a place that gives me a hard time about my service dog. As we left, I heard her day, "maybe lose the attitude." Needless to say, I returned to the counter and advised her to run her mouth to my face or wait until I'm out of ear shot like a professional. :0) Words were exchanged and I let her know my opinion of her and her lack of professionalism. We ended up staying at a nearby hotel and had ZERO issues whatsoever with my PSD. My mother booked the room as a diamond member and she will no longer be staying at any Holiday Inn from here on out. Dealing with upset customers is an unfortunate reality, but a little decorum goes a long way. All she had to do was say, "I'm sorry but our policy has changed and we require more documentation than what you have." I would have been irritated, but things wouldn't have reached the point they did. Your rival hotel was more than accommodating, as well as very friendly. They even thought it was super creepy to ask "what...

When I choose my hotels, I base almost my whole choice off the amenities available. This particular stay was one for the books in all the wrong ways each step of the way as we tried utilizing the reasons we picked here. First, we had a 7 year old with us who was beyond excited to go swimming so we were sure to pick here due to the indoor heated pool which was out the last time we stayed here and told it was being repaired. Unfortunately that wasn’t true.. here we are a few weeks later and the pool infact was NOT working still— it was an ice bath that our daughter couldn’t use and it was a true bummer. That alone would have swayed us to want to pick somewhere else. Then we thought, “ we can have her at least spend some time in the hot tub”… that was out of commission as well!!! Which my boyfriend and I were so excited to relax in. The following morning, we come down for breakfast and the single food I eat from their breakfast everytime I stay, we are told that’s not working either!!! The pancake maker. Back to the room we go to order DoorDash breakfast and THEN—- the topper on the cake… my 7 year old and I got stuck in the elevator which had an expired inspection certificate on the wall! She absolutely freaked out until it came open roughly 6 minutes after it wouldn’t move. I use this hotel often as I’m a IHG member and I will be moving to the area, but just not yet so this is where I continue to try to stay but with everything that took place— and it was also during a snow storm so I had to extend my stay—- I ended up packing up and moving to another local hotel and all their amenities were up and running. I suppose I’m shocked the price of the stay here was still what it was even though the majority of their sale pitch that comes bulked in the price, wasn’t available to enjoy. I don’t know if I will stay again, I guess it depends on the response I get or what they choose to do, if anything, to...

On Monday, 05/14/18 -I arrived at the hotel around 5:00pm. When I turned on the main light when entering the room and noticed it was flickering as if it was going out or needed adjustment. Reported this to front desk person, When I returned to my room from parking my vehicle, there was one girl and shortly thereafter another girl who came up and replaced the bulb. I went over to the light between the bed and no light there on either side. Again, I reported that to the front desk, one of the girls who fixed the first light in the room was standing there and stated to turn the main switch on and that would work. I tried that, no luck or lights. So, thoroughly discussed and tired of messing with it, I went down to desk and asked the attendant if he could come up to the room and take a look. He told me he couldn't and he didn't have keys for the storage room or something. So I asked him to move to another room, just then two guys walked in whom I later learned had been there all week but, the attendant said let me take care of these guys and I will assist you. The guys said "no, go ahead, take care of him" so the attendants did. He gave me another room and when I finally got all my belonging into the new room, I was able to take a shower. This all took about an hour or so. Get into the shower of new room, turn on the water, the hot was cold and the cold was hot. And, it was like that on all your faucets in that room. This is a safety issue if you ask me. And in conclusion, speaking of safety, if you got into the elevator and wanted to go up to the second floor the elevator would take you to the third floor first and then down to. The second floor button would flash the entire time. It was not working correctly. Finally when I picked up my receipt from under the door, the rate from my room had been increased. I went down to the desk and explained the situation to the new attendant and he...