Holiday Inn Express & Suites Orland Park - Mokena by IHG — Hotel in Mokena

I was so excited that they built a Holiday Inn Express so close to my parents’ house, and this was going to be my first stay there. The stay was a huge disappointment. The first room they gave me was not clean. The bed was made, but 6”x6” yellow stain on comforter. Room not vacuumed. Bathroom, entryway, and coffee not clean or stocked. I went down to desk and they gave me a second room. So I moved all of my stuff over and see that the bathroom was not clean or stocked with towels, entryway not clean, and coffee area not clean or stocked. Carpet was also not vacuumed, as evidenced by the sock lint and various little bits of this and that all over. I told the front desk lady and she said that the cleaning staff had already left (it was 4:30 pm). So I went to Walgreens and purchased cleaning wipes and cleaned it myself, and I asked the front desk lady if she could make sure that the cleaning crew would please clean it the next day while I was out. I also left a note for the cleaning crew so that they would take care of everything. The front desk lady gave me coffee pods, and I got creamer, sugar, cups from their lobby coffee area. The next morning I spoke with the manager about these issues and she assured me the room would be cleaned and stocked. So WHEN I GOT HOME THAT EVENING, I saw that the coffee area was still not stocked, AND she took the coffee pods and supplies that I stocked the night before! She also removed the shower gel bottle (weird, right?). She did not vacuum, so all of the sock lint, etc., was still all over the carpet. She ignored the empty Kleenex box and did not restock the ice bucket bag. She did write a note on my note that said, “I so sorry about everything my name is (———) I you need anything call for me.” It was after housekeeping staff had already left, so I went back to the front desk and got all of the things I needed, and asked for a vacuum as the room was still not vacuumed. So the front desk lady gave me a vacuum cleaner and I vacuumed my own room. All I wanted to do was to visit with my family while I was in town, not clean and vacuum up after the last guest. This is unacceptable and ridiculous. They never even offered me any type of discount based on the fact that I paid them to do THEIR job. This was the first disappointing stay I have had at a Holiday Inn Express hotel. I read the reviews after I had these issues and saw that many others had similar issues with lack of cleanliness. I hope this gets addressed, because this is definitely not up to Holiday Inn Express standards. I’ll check the reviews BEFORE my next trip to Illinois before I book at this...

Deplorable! Stay away from this hotel! Below is an excerpt from my email to IHG about our recent stay at this hotel. Sad!

I am writing about our current stay at the Holiday Inn Express and Suites in Mokena Illinois. Our first stay at this property was around Thanksgiving in 2020. This is now our fourth visit to this property and surely our last. The quality of the hotel, the staff and service has deteriorated significantly! Issues related to our current stay include:

The third time in a row that our room was not ready at check-in even though check-in time is at 3pm and we arrived at 4:30pm. When asked why it wasn’t ready, the front desk clerk said is was due to housekeeping being behind schedule and then she got real nasty with us. She said the housekeeping supervisor was checking on the room to see how much longer it would be. After a 15 minute wait and no response from the housekeeping supervisor, we decided to take a double-Queen room which was ready rather than the King Suite we had reserved. The front desk clerk said that she would leave detailed notes for the hotel manager who conveniently left 10 minutes before we arrived about switching us back to a King Suite the next day. We have yet to hear from the manager.

The phone in our room does not work. If there was an emergency, we would have to find our cell phones in order to call for help.

One of the queen beds in our room does not have a top sheet.

The hallways and lobby floors are dirty and have not been vacuumed or cleaned since we have been here.

Monday morning the coffee bar had cream and sugar spilled all over it and no one cleaned it up.

There is rarely anyone at the front desk. Last night, we needed clean towels. I approached the front desk to find a sign that said they were temporarily gone. We called the front desk on our cell phones for 25 minutes until someone finally picked up. We don’t feel it is safe to be in a hotel where no one is at the front desk for security purposes!

I could go on but hopefully you can see that this property does not seem to meet the IHG standards I expect when I became a member and make my reservations at one of your properties. If your standards have been reduced to this level, then I am moving to a different hotel group which has...

For this being a new hotel they seriously need to get their stuff together. I made reservations to this hotel asking for a joining room with the door in-between, lady who took my reservations told me she put the two room #s together that had the joining room and that I would have it when I arrived since it was in my reservation. I arrived the day of my stay, only to find out they had booked the room to other guests and that's the only two rooms combined by a door in-between . The "manager" apologized and said best he could do was either cancel our reservations or put us in two separate rooms next to each other. I didn't want to cancel my reservation , because we had friends coming in out of state meeting us there and I also didn't want to disappoint my kids . Now, onto the next issue ....we get all of our luggage up to the 3rd floor only to quickly find out the two rooms are not together they are rooms apart from each other and the card does not work in the door. We go back downstairs to the front desk to address the issue to be huffed and puffed at by a female employee while the manager once again apologized and then changed our rooms to the 4th floor with two rooms next to each other. We get up to those rooms to find the white bedding on the one bed a yellow stain color and the bathtub in the other room with appeared to be pube hairs all around the tub area. By the next morning on check out we realized this same manager charged our bank card for 4 hotel rooms, FOUR !!! Totalling over 500 dollars to our card and the lady in charge at the front desk can't correct or fix the issue and we were told she would leave a note for the manager. I'll never return to this hotel again or even recommend it to anyone. Never once did the manager try to make it right for the umpteen mistakes made on their end, only kept giving us the option to cancel our reservations. Also, for the lady working the front desk this morning I believe her name is Gina.I'm sure she isn't getting paid nearly as much as she should for the amount of work that poor lady is being told to do. She was the only employee managing the front desk by herself plus managing the long for the...