Holiday Inn Express & Suites Milwaukee-New Berlin by IHG — Hotel in New Berlin

I booked two nights at this hotel because of convenience to Children's Hospital, as my 7 yr. old daughter had a medical procedure scheduled there. The room was amazing and the staff initially was quite welcoming and professional. The morning of checkout we had a long 2 hr. drive home. Once we arrived and started to unpack, I realized my AVEDA shampoo and conditioner had been left in the shower at the hotel. These two items total cost $94.00, and they had just been purchased for this stay, so they were newly purchased. I immediately called the hotel and spoke with a young lady at the service desk whom asked for my name and phone number, then asked to call me back after she had looked in the room and checked with the cleaning staff. She never called me back. The next day at 5 p.m. when I still had not heard back, I called the hotel guest services again, spoke to yet another woman, re-explained what I was calling for and told her the girl yesterday whom I spoke with never called me back, and I need my product back, as it is costly to replace and I would be more than happy to come pick it up since we had a follow-up appointment for my daughter already scheduled and I would be returning there to that hotel in the next two days. This woman did apologize for the other girl who did not return my call, and she also took my name and number to call me back as soon as she found out where my product was. She did call me back but only to tell me it is there standard procedure to through left items in the garbage that are left in the rooms, especially shampoo and conditioners because most of their guests fly out never to return. I was very upset, for all obvious reasons with this response, and I asked to be directed to the manager on duty. I was transferred to another line which prompted me to leave a detailed message for a call back. I did so, and I never received a call back. Needless to say, I never did return to that hotel, nor will I ever recommend that hotel to any friends or family. I have never been treated so disrespectful and unprofessional with any other hotel staff through all the travels in my life. I wrote a letter to the manager, and I still 3 weeks later, have not received any type of response. Had I received any type of respectful response in this regard I would have rated this hotel higher, as the room was very lovely and...

I have to give only two stars because of the following.... I must say that I was very happy that holiday inn did save the Day. 3 weeks prior to my stay there I reserved a room at a different hotel in Milwaukee. It was for my daughter's 8th birthday. We invited three kids from class to be able to swim and stay the night. 3 hours prior to check in that hotel called me and said that because I live within 30 miles of the hotel that they could not give me a room that that was their policy! I was livid! Being it that I reserved the room through Expedia, I did not see their ridiculous policy. I then called Holiday Inn to reserve the room so that my daughter's birthday wasn't ruined...or was it?? Upon arriving and checking in the woman at the desk (Carol) provided EXCELLENT customer service. Our room was neat and tidy. We checked out the pool area and I must say, it was much smaller than what the picture looked like. When the children arrived, they immediately jumped in the pool. Myself and the moms took a seat at the table and IMMEDIATELY our eyes started to water and get red from the excessive amounts of chlorine in the pool. Now I do realize that since it's a public pool, they have to add extra chlorine for sanitary reasons but OH MY GOD, I have NEVER been to ANY public pool like this. After about 2 hours my daughter and another child got out complaining that they couldn't breathe. Very soon after the other two followed saying their eyes hurt. During the night, I was the only adult chaperone left, and I had to deal with 2 kids who were up all night because they couldn't breathe and of course when I NEEDED my daughters inhaler there wasn't one in the car. In the morning, we all had breakfast which I must say was GREAT! Definitely not your typical "continental breakfast". If I ever needed a room to just stay at for the night I'd be back, but If I'd like to enjoy the amenities that the hotel offers, it would for sure be a hard pass. I HATE to leave reviews like this but it's exactly...

Pros- We are Holiday Inn junkies and IHG members, so we always stay in Holiday Inn or their affiliates. You can tell that the management and Staff take pride in this hotel. Carol was so sweet and helpful. I loved that the hotel was updated and clean. I loved the clean/healthier shampoo, conditioner and body wash they offered. The pool and hot tub was great and clean. The staff was very helpful and courteous. The housekeeping was also very good. My 3-year-old threw up in our room and they did a great job cleaning it up and tidying the rest of the room. The beds and bedding were very comfortable.

Cons- The hotel store was a bit lacking and could use many more products i.e., deodorant. I know it's Holiday Inn policy right now, but I was very disappointed that the full breakfast bar wasn't open and would have liked to be informed of that at the time I booked the room so that I could have been better prepared. The pool was way over chlorinated and actual left burns on my face and a rash all over my 1 and 3-year old's bodies. I was unhappy to see that our window didn't open at all. Hotel rooms are very stuffy and even if it was just a few inches I would have really appreciated some fresh air. The reservation staff did a very poor job of booking our wedding block together or even on the same floor. We were literally scattered all over the hotel. If hotel rooms are assigned the day of this shouldn't have been an issue. I requested and adjoining room and didn't get it but someone else in our party who didn't request one got an...