Holiday Inn Express Newport North - Middletown, an IHG Hotel — Hotel in Middletown

My husband and I stayed here two weekends ago. We paid for the room months in advance online. The room itself was fine but we had no internet service in the room. We had to go in the hallway and down the hall to use our Ipad. I told the girl at the front desk and they acted confused about the internet not working, and they gave us a new room. Again, the room itself was fine but we still had little to no internet service. We had to go down to the lobby area to use the Ipad to look for a restaurant to make reservations at for that night and the next night. The girl at the front desk saw us doing this but didn't bother to ask if the new room was any better or if the internet was now working. The next day I nicely asked another girl at the front desk if we could be compensated in any way for not having any internet service in our room. She said she'd ask the manager and get back to me. She never did. On the last day before I checked out I was going to ask about some sort of reimbursement when I checked my bank info online (from the hallway# and saw that I was being charged for the room AGAIN. I'd already paid online. I showed the online charge to the girl at the desk and she removed the second charge with barely any apology for the charge OR for the lack of internet. After we got home, I realized I had left my Ipad charger plugged into the wall in room 314. I called and asked if they had my charger. I was told by the male who answered the phone that no one would be able to check for that except for Carly, the manager, and he had me leave her a message, which I did. She never got back to me. I called again a few days later and spoke to Leah, who said she'd go check for me and took my phone #. I never heard from her either. I called again this morning and the person at the desk said she'd check the Lost and Found for me #apparently Carly is NOT the only person with the ability to do this) and she said there was no charger in there. Why did no one ever call me back to let me know? I've been waiting for about 2 weeks now. The hotel itself was fine, but the service was really horrible, and the staff came off as being totally unconcerned. They were unapologetic and did not follow through with the things they...

We have stayed at this hotel several times before when visiting Newport. This is by far the worst experience we have had. We checked into our room which was on the first floor right by the side entrance. The door from the side entrance was constantly slamming from other guests coming and going. This caused a lot of noise in our room as we settled and was of concern with a toddler. Once we were unpacked and in the room something just didn't seem right. The bed was made nicely however the sheet under the comforter gave the appearance as if someone had just been laying on the bed, my wife pulled back the comforter further and we discovered used tissues between the comforter and bed sheet. We immediately went to the front desk and asked for a room change which they were able to accommodate however although the person at the front desk was very nice and professional, she did not apologize and asked if we "definitely wanted to move?" Moving after unpacking for a toddler including a pack and play was obviously a huge inconvenience. The other room was not as loud and appeared a little cleaner. One thing we did notice in the new room was there was about a 1 to 2 inch gap along the left side of the door at the bottom when it was closed. You could see directly into the hallway and from the hallway you could see into the room. Our first room had the same issue. It was like they got a deal on the doors because they were all cut wrong or something. We also discovered small hairs in our bed. Overall the experience wasn't good as far as the quality of the hotel. Not sure if we will stay at his hotel again. We used to enjoy it here but it has gone down hill. As a preferred member of holiday inn I need to reconsider my hotel of choice for all future travel....

Liked · The size of the room was very spacious, and the bed was comfortable. It was convenient that there is a restaurant in the same parking lot and stores close by. What really made our stay, was the front desk concierge- Tonie! She was PHENOMENAL in ALL the ways! With all the things that went wrong during our Christmas stay, she made everything right for us and made it so that it wasn't a complete disappointment of a Christmas. She was even kind enough to discount our stay because of how bad our experience was. Thank you SO much Tonie!!!!||Disliked · I called ahead of time to ask if there was a hot tub and a gentleman said there was. Upon arrival there was not and was told I could not pay cash for the stay, even though I had a card on file for the hold and incidental. I was sent to an ATM down the street and it was out of service, so I had to find another location. So there was lots of running around after a long day before I could even check in. The breakfast was awful. Burnt "omelets" and cinnamon buns, stale bread, and juice machine was broken the entire time. Worst part was on Christmas, THERE WAS NO HOT BREAKFAST!! because there was no kitchen staff and was never informed. What an experience for my son and I to wake up to Christmas morning with everything else being closed. Thankfully Tonie was able to at least get the pancake machine running for us and offered us drinks from the cooler at no additional charge. The heater in the room always blew out cold air until I cranked it up high in which we got hot too fast so we never really found a comfortable temperature the 4 days...