Holiday Inn Express & Suites Middleboro Raynham by IHG — Hotel in Middleborough

I am a long time customer and regular traveler. The hotel is clean and the maintenance and house keepers are very nice. Unfortunately, this location truly let my wife and myself down. Worse still after two weeks the manager has still not bothering to respond to the well written email I sent her. I have not emailed a regional manger. The original message is to large but parts are posted below. As expected the rooms were all very nice and clean and the cleaning staff and maintenance staff from what I saw were excellent. Unfortunately that is where the exceptional service stopped. My fiance, who never has a bad thing to say about anyone, informed me that the front desk staff was snobby and rude when she and the maid of honor check into our suit on Friday. They were not at all helpful or polite to her when she asked questions. On Saturday the front desk staff during the day refused to call my fiance when guests like her mother asked them too. This was big problem considering that 6 people were to get hair and makeup done in the suit that day from two different vendors. It has always been my experience that the front desk could call the room when asked too. Fast-forward to our return to the hotel after the wedding. I drove my wife back as we had not been drinking. No sooner did we walk towards the front door (dressed as a bride and groom) did the front desk employee come out to us and a few other wedding guest and threaten to have the police escort us off the premise if we didn't stop talking and go to our rooms right away. Now from the time we pulled in the parking lot nobody was louder than a normal talking voice. Nevertheless, we apologized and one of our guest politely said "we are sorry we are just excited our friends got married" to which she was snapped at by the front desk employee who responded with something close to this "yeah I can see the dress and it does not matter I will have the police come and remove all of you if you do not stop talking and go to your rooms" It was at this time that my wife and I went to the front desk to say that we were not at all happy how our guest were being treated. That is when we were told there was nobody else to talk to about it at the hotel. On our way up to our suit I stopped to check on the wedding guest to make sure nobody was causing trouble. Every room I went too had all our guest quietly in them watching TV at a low volume and/or sleeping. When I asking if anyone was being loud or making noise they all told me they had no idea what the front desk was talking about. In the morning we visited our guest again. The rooms were lived in but not trashed and our guest were all checked out early. Not the behavior of rowdy guest that require police intervention. I have called in noise complaints at a hotel before during my stays and I can understand the front desk concerns with a wedding party. coming in at midnight but there is a right and wrong way to do things and there is no excuse for the lack of manners and disrespect my wife, our guest, and I was shown. The next morning at checkout I did not want to waste my time explaining that my IHG number was never put on my reservation despite my talking to the hotel 5 times before the weekend. I think the Middleboro Holiday Inn needs to train their front desk employees (service employees were very nice) in basic manners, customer service, and how to talk to people without being confrontational. Also, an apology to my wife would begin to salvage the chains reputation with me.

Two weeks after a longer version of that message was sent to the manager and still no response. Maybe they will answer...

My husband and I had the displeasure of staying here last night July 3rd, and we had such a horrible customer service experience we feel we need to warn others. For some backstory, it was a brutal thunderstorm so bad that an entire tree crashed into our roof and made our home unliveable. Lots of damage, flooding, etc. 911 told us to evacuate for our safety asap and we booked this hotel using booking.com.

We arrive at 10pm, soaking wet with a few belongings in trash bags we panic packed in the dark. The lady who checked us in was super kind, friendly and sympathetic and even offered us a free frozen meal each. The booking.com reservation was "lost" but she set us up with a new room that was comparable. She told us we could have a late 1pm check out AND we could add additional nights if needed. She was so wonderful. We go to our room and crash hard.

Cut to 12:20pm the front desk calls us angrily to come down stairs. We go and ask what the problem is and they say we need to leave asap. We were so confused and upset. These 2 different ladies told us we were supposed to leave at 12pm and also no more rooms are available and they need to clean our room. I said there must be a mistake as we had been promised a 1pm check out with the option of more nights. She didn't care at all and said there was "nothing at all she could do". She didn't even try to find a resolution for us nor did she believe anything we told her about last night how their own employee promised late check out and extending our stay. She said we were rude and they refused to help. We go back to our room to quickly pack up and find our keys don't work. They shut off our keys so we couldn't get our belongings and they were aware of this the entire time. They were just petty and wanted to waste our time. We go back down a 2nd time now and they gave us keys that would work and said "well since you stayed passed 12 that's when keys get shut off". Even tho they knew this they let us go up the 2 floors and waste our time.

Also they waited til 12:15 to start calling our room about the new change to our check out time. This was predatory so they could charge us the late check out fee, which is $40 btw. We never signed any forms beforehand about this policy and they purposely waited til well after that time to start the process of kicking us out. They also kept the $50 incidental fee even tho there was zero damage to the room we were only in for 14 hours. With barely any items anyway since this was an emergency situation. They treated us with hostility and anger and even told my husband and I were the rude ones. Neither of us raised our voice, called a name or acted aggressive. Obviously we were confused and frustrated but we handled ourselves and remained dignified. Keep in mind were displaced from our home essentially homeless and they just wanted to kick us while we're down. Both women were smarmy and smiling deriving pleasure from this experience. We are both gold IHG level members but will NEVER book with them again. I advise to STAY AWAY and don't book here unless you want to be treated like garbage and 2nd rate citizens and get $90 in petty illegal fees.

Lastly the disrespect was abhorrent, and the lies were just uncalled for. They claimed the entire hotel was sold out when it clearly states 5 rooms available on the website. They took ZERO accountability for what their own nighttime check in employee told us. Then changed our check out date and time when we were asleep and then waited until it was too late to avoid the $40 late fee. I'll also be disputing these $90 fees with my credit card and the entirity of the situation...

We have stayed here in the past and our overall experience was fair. Hotel is clean, conveniently located off of 495, beds were moderately comfortable, staff was cordial. However our most recent stay (01/17/2020 to 01/19/2020) did leave several things to be desired. It should be noted that we booked directly through the holiday inn express website and not a third party and we received a special rate as advertised on their website (new year's sale I believe it was)

In any event, upon entering the lobby we saw that there was a rather large area that was under construction (that likely explains the discounted rate but there was absolutely NO mention of any construction taking place, anywhere on the site) Not a huge deal but it would have been nice to know beforehand. Then when we reached the front desk there is a sign that the pool and fitness area were closed for maintenance. (Again, no mention of it on their website) and this was particularly disappointing as our two children were looking forward to swimming and coupled with the rate, it was one of the two primary reasons we choose to book a room. We went up to our room, which was clean and welcoming though the furniture was fairly dinged up, there were obvious repair patches on the bathroom wall and the smoke detector was hanging from the ceiling. Not anything that was a major inconvenience by any means but still detracted from the overall appeal of the room and us already being disappointed about the lack of available amenities that we had assumed were available as there was nothing to indicate otherwise on their website. Our first night there, the people in the room above us, woke us up at approximately 12:40 AM with their obnoxiously loud, bass thumping music and their slamming and jumping around on the floor-- what they were doing was anyone's guess but after it continued for close to 30 minutes my husband attempted to call the front desk and there was no answer. So my husband went downstairs to speak with the front desk clerk to notify them of the disturbance and they assured him it would be dealt with. Thankfully the responsible party left shortly after and all was well.

When we checked out on the final day, my husband expressed his concerns about our stay to the clerk and though she apologized she stated that the pool and fitness center had "just been closed" the day we arrived and the construction was new as well and there hadn't been time to post anything about it. This struck us as odd because the pool and fitness center looked as though they had been closed for more than a day as the amount of work that been done was easily 2-3 days worth and the lobby construction was considerably more than that. She offered us some points for our troubles but stated she could not offer anything else due to the discounted rate we were already given. This to me was absurd because that would indicate that unless a customer pays full price for a room then they are not entitled to all of the amenities and should only expect a sub-par stay. Had we known that the construction and maintenance was taking place we would have booked a room at the Courtyard by Marriott in Raynham.

Overall the hotel is a decent place to stay providing that your expectations are not very high and do not mind no frills accommodations. For the [regular] cost of the rooms I would expect a bit more and if given an option between this hotel and another comparably priced one (Courtyard or Hampton Inn for example) I would choose one of the...