Holiday Inn Newark International Airport by IHG — Hotel in Newark

This was by far the WORST experience I’ve had being on a IHG property! Where do I beginnnnnn… Why must a long time member pay for parking at any property?? So I had to pay over $100 for parking in which I bought the pass seems like that would have been cheaper until I came back to the hotel and it was a free for all…. Both gates up where anyone could come and go as they pleased. By the way that locked me in the gate the next morning which made me late for my appointment. Had my pass reactivated and guess what IT STILL DID NOT work so not only was I already late that process made me even later so I had to tailgate a charter bus just to get out of the property. Let’s talk about how we got locked out of our room for about 20 minutes…. My key had already been reprogrammed twice before this so this time instead of me going to get my key reprogrammed I decided to call the front desk seeing that you housekeeping staff can’t speak or understand ENGLISH ok back to the front desk NO answer oh wait there was an answer but NOTHING WAS SAID AND IT WAS SO QUICK I was listening to music before I even knew what happened which made me NOW go downstairs to get my door open and by the way my key would turn the light green on the key pad but the unlocking mechanism was not working to fully unlock the door ok so now back to the front desk mind you I am still on hold when I get there and two not ONE BUT TWO ladies are there doing ABSOLUTELY NOTHING I tell the one girl can’t remember her name but Kewanna knows who I am speaking of anyways tell her my key is not opening my door and before I can finish MY SENTENCE she proceeds to tell me EVERY REASON WHY I AM DEACTIVATING MY KEY so I just look at her and she goes WHAT SO I PROCEED TO TELL HER “I was just listening to you since it seems that what you have to say is way more important than what I am trying to tell you my problem is!!” Oh did I tell you I WAS STILL ON HOLD by now the other girl has walked away and this girl picks up the phone to TELL ME TO HOLD not realizing I am right in her face in which I let her know IMMEDIATELY AND WHERE IS THE MANAGER??? She goes very loudly “OOOOOH MY GODDDDD” I stated “YEAH OH YO GOD!!!” So then the maintenance man (Latino?) comes upstairs with me to look at the door mind you this whole time my husband is at our door just standing there so then a black guy comes and he is about to break the door down no key worked but it took them about 10 mins and 90 swipes of a key to figure out the batteries were dead in the pad and just needed changing …. So far I’ve been locked out of my room and locked in the parking lot and staff is horrible at best. For the life of me I really didn’t understand why housekeeping kept coming in our room if they were not going to fully do their job why change the sheets but don’t wipe anything why clean the tub and replace towels but not clean the sink???? I did have a conversation with Kawanna (hope I spelled her name correctly) she is the only positive spin on that hotel! It is a shame that she does NOT HAVE THE POWER to accommodation and make things right for HER GUEST.. Honestly half off a room was not good enough I should have received my money back for parking and the points NEVER loaded to my account. Oh and the last meal from the restaurant served me sour spaghetti how I know cause we had some the day or two before and it was PERFECT…. No matter where I go if there is an IHG I’m staying but after THIS I think I need to rethink where I am putting my hotel dollars at I rate this...

Dear Holiday Inn Newark International Airport hotel management, I am writing to express my profound disappointment with my recent stay at your hotel. I checked into room 435 on April 20, 2025, with my child, hoping for a pleasant and comfortable experience during our trip from Australia to New York. Unfortunately, the situation was far from that. On the night of check-in, when my child entered the bathroom to take a shower, we found that the door lock was broken and couldn’t be opened from either the inside or the outside. I was extremely anxious, and my child was frightened and crying. I contacted the front desk immediately, and they sent the manager, who then arranged for a maintenance worker to come. It took a great deal of effort for the maintenance worker to finally open the door. This ordeal left my child extremely traumatized, so much so that he now trembles at the mere mention of the bathroom, which has had a serious impact on his psychological well-being. Subsequently, we discovered a severe issue with the bathroom’s drainage system. The water wouldn’t drain properly, and it was evident that the floor drain was broken, posing a risk to hygiene. So, we asked the maintenance worker to fix it as well. However, starting at 9:30 p.m., he worked in our room for over half an hour and still couldn’t resolve the drainage problem. The noise from the repair work also disturbed our rest. Both the door lock and the drainage issues remained unresolved. The child woke up crying and took a long time to comfort. What’s more, the manager’s attitude was absolutely unacceptable. Not only did he not apologize or take our problems seriously, but he was also very rude. During our conversation, he spoke in a harsh and impatient tone. He even blamed us for having a bad attitude and threatened to kick us out of the hotel. When we wanted to talk to a tour guide for help, his behavior was incomprehensible. Given that we were in a difficult situation with our child, his words and actions made us feel extremely helpless and unwelcome. As a hotel, ensuring guests’ safety, comfort, and timely maintenance of facilities are fundamental responsibilities. The hotel should pay special attention to the safety and psychological well-being of children. But your hotel fell seriously short in facility maintenance, response to issues, and staff attitude, which made us question your overall management and service quality. I strongly urge you to look into this matter with great importance, make immediate corrections to the problems, and take strict action against the manager for his improper behavior. I also hope that you can offer us a formal apology and compensate us for the loss caused by this situation, which directly led to our inability to rest normally and caused psychological harm to our child. I will keep an eye on the progress of this matter and will share my experience on relevant tourism platforms and social media. I hope your hotel can truly take guests’ requests to heart and prevent such incidents from...

Firstly, You were shown proof of email of breakfast included at the frontdesk and which you were not ready to look into it at that point of time . you will be forwarded original official email at your official email ID.I don't have to forge anything . Secondly, You canceled my reservation without my final consent inspite you being telling me to sort out issue with 3rd party reservation and in the time I was sorting out with 3rd party.You took advantage of situation and put me and my family in distress.Our opinion about you remains same( unwilling to help holiday Inn clients and lack Of hospitality in hospitalityindustry !!!)

I had a reservation at this hotel for 3 days, in 2 seperate bookings. For the 2nd booking, the inclusion of a complimentary breakfast for the guest was clearly stated and included in the booking. However, the manager on duty Syed disputed this, stating that breakfast was not part of the package. This discrepancy caused unnecessary confusion and inconvenience for me. At the same time, many passengers from the united airlines plane came to the hotel due to an issue in the flight.(I clearly heard him saying there is no room available for those people). I asked if the reservation can be canceled since breakfast was not included and he said it could not be canceled as I had paid upfront while reserving. He told me that I should talk to 3rd party about breakfast as he cannot give breakfast at the price hotel was booked online 5 days ago and also he cannot cancel reservation at this is firm and 100% upfront paid reservation. After that I went to talk to the third party about the breakfast and resolved the issue. I came to the front desk to confirm that I have resolved the issue with 3rd party and I am ok with booking. He told me laughingly that he canceled my booking without my permission or consent, he had canceled my reservation. (Seems he was happy to give room to distress united airline passenger by putting another guest in distess)When I asked why he had canceled it, he began shouting at me and was very rude. I requested him to rebook the room, but he said he already gave away my room to another customer since there were many people who had their flight canceled. I had to book a new hotel at double the cost and it took me hours to do this as there were not hotels available (not an exaggeration). In my years of booking from ihg hotels, I have never encountered an issue like this and managers so rude before. I was shocked at the additude that the manager gave me as if he owns IHG newark and was very disappointed.

Edit: I have attached the screenshot of the confirmation and reservation that clearly states that free breakfast...