Holiday Inn Express Pittsburgh E - Waterfront Dr by IHG — Hotel in Munhall

Our difficulties started at check-in when our two pre-purchased rooms had been given to another guest with a name similar to my own who also had reserved two rooms. The problem was our rooms included a double and were at a different rate than the other guest who had two king rooms. Unfortunately, the other party had left the property to go to the Steelers game and so we would not be able to get into our original rooms until well after midnight. We had been traveling since early that morning and had an early start for our conference the next day. The hotel was also completely booked so there was no option for adding another room or using an open double. So we took the two king beds which unfortunately left one person in my party sleeping on the floor. The whole check-in took around 40 minutes with a very long pause to check in several guests behind us in line and the check-in clerk taking two walks up to our original rooms to see if any members of the other party could be found. Eventually, a phone call to the manager resulted in us being made the offer to have our second room be provided for free. This seemed like a decent way to try to make this right. Two days later when I went to check out, the offer was changed to just receiving a partial credit for the less expensive of the two evenings. I was told an effort had been made to reach me by phone during my conference day to explain. No message was left on my cel and when we arrived back to the hotel I did not have any message left under the door to my room. I spoke with the desk clerk at check out who put me in communication with the general manager. Initially, I was told that the new offer was all that could be done. I explained the original offer was for both nights and that we would have exercised the option to switch to a double if that had been communicated to us with a message. The manager then made the decision to go ahead and keep the original offer to comp one room. I do appreciate that on behalf of my place of employment that paid the expenses for this trip. But for a business traveler, a refund does not personally compensate me whatsoever for my time and trouble. My place of employment was more than willing to cover both rooms but does not give me a bonus if they do not have to pay. The final part of the trip that was awkward was being walked in on by the cleaning staff in the morning. The maid had been told the original party in my king room had checked out and it was all clear so did not knock first before using her master key to enter. Clearly, the rooms were still listed in the computer system incorrectly. Everyone throughout the process was polite and professional, but this was incredibly inconvenient from start to finish. I hope steps will be taken in the future to make sure that advance purchase rooms are not accidentally given away, that offers for a discount or comp are never changed mid-way through a trip, and that the cleaning crew always knock first before entering...

The hotel was very clean which is always a great thing! Safety is also important, and that my children and I was not because my room door didn't catch the latch when let go to shut. Unfortunately, when I realized this I had already gone out for the day to come back and notice it wasn't shut all the way, thankfully no items was missing out of my room but my kids were very worried. Then came the last night of my family reunions stay. The night auditor, Amber spoke so rudely to my family that were also paying guests at this hotel by yelling at us that we better remove ourselves from the area by 11 o'clock because they observe the 11- 7 quiet zone. She told us that shes had several complaints about us being to loud but this was the first time she had spoken to our group about it. It seems to me that a first time interaction with a group of people staying in your hotel should at least be with a kind tone level, not yelling at people who are probably older than you, this was not a group of kids and nor where we acting like children. Therefore we should've been treated as such unless it was to please the white male that she left standing at the counter to come and yell at the all black group. He went ahead and checked in so I guess he was pleased with her show. Not sure if he showed anymore displeasure because once it was after 11:00 she came back to make sure we weren't still sitting where she told us to remove ourselves from. I guess it's a good thing we're respectful people because I guess we would've had the police called on us. Mind you, WE WERE STAYING IN THIS HOTEL. I find it interesting that as a few of us sat in the smoking area shocked from what had just taking place, we watched a white man drag his what seemed to be very drunk girlfriend out of an uber, down the steps (which thankfully he or she didn't fall because she was no help to him, her feet never moved just drugged over the ground), into the hotel, past the hotel clerk Amber, through the lobby to the elevator and on whatever floor their room was on. Nobody spoke rudely to them or him for dragging his drunken girlfriend through this hotel that had "children staying there" but we were. Sad is what it is but racism is what...

Our room and bathroom were both clean. The room was not very large and lacked any kind of easy chair to sit in. The staff at this hotel had an overwhelmingly negative attitude and many of them actively avoided making eye contact with guests in order to avoid being asked for assistance. We came in and out of the hotel many times over the several days we were there and did not once get greeted by front desk staff. The man at the front desk was yelling into his phone when we approached the desk to ask for assistance with something and he walked away from the front desk to continue his conversation. One of the maintenance staff came over to help me. We left a key at the front desk for my daughter and they did not ask her for any type of ID or anything before releasing the key to her. We asked for a banana at breakfast and the attendant would not allow us to have a ripe banana, only a green one. When we asked for a yellow banana she literally said "NO". This was for my daughter with severe food allergies and this was literally the only thing there that she could eat. Luckily we had brought food with us for her. There were off putting signs all over the hotel about requesting cleaning for rooms, not smoking, how your reservation would be cancelled if you lived within 30 miles, how you had to ensure you threw your own trash away at breakfast, how the hotel was non-smoking. We realize that there are restrictions at every hotel but there were signs everywhere you looked. Multiple signs were on the front door, front desk, inside the elevator, up and down the hallways. The door to the hotel laundry room was right by the elevator and was always open and often there was loud music playing. When we got to the hotel we had to drag our suitcases over a hose and puddles that had been left on the sidewalk by the ramp and entrance. Also there were no blinds of any sort in the breakfast area and sun beat in the windows where guests had to sit for breakfast making it hot and...