Holiday Inn Express & Suites Painesville - Concord by IHG — Hotel in Painesville

I am a travel advisor and booked this hotel for some clients which are friends of ours due to the high reviews but am extremely disappointed in the service they had received. My clients were traveling as a family of 7. They booked 2 rooms with 2 queen beds but when they arrived at the hotel, they were told that their rooms were given away and the only rooms available for them were king beds. This might have worked if their children were all small but 4 of the 7 were adults and the rest in or near their teen years. 2 king beds wouldn't due. My clients asked if there was a 3rd king room that they could have and would even pay for but they were told there were no more rooms available. Seeing that my client was obviously upset, having booked these rooms over a month ago and wishing to have a comfortable place to sleep after a long day of travel, the front desk staff asked them to wait a minute while she headed in the back (we believe her name was Krista). She returned after a short 3-4 minutes stating that her manager said they would be reimbursed for the two rooms and would get them free for the night. This helped my client feel a little better. He asked for extra bedding and pillows, was almost denied what they would need, and headed up to their rooms. They ended up with two kids sleeping on a chair with an ottoman at their feet and one child sleeping on pillows on the ground. NOT what they had paid for. I have been trying for the last 5 days to get their refund that was promised to them. I first spoke to Krista just after my clients had called me about the reimbursement to get a confirmation. She told me that a manager wasn't in the building. When I asked who told my clients they could get a reimbursement, she stated she didn't know. I asked when the manager would be in and she said the following morning. I then called the next morning, only to be told that the manager wouldn't be in until Monday. When I was finally able to get a hold of the manager, we were told they would not get a refund as they stayed the night and were given 4 king rooms. This was not true as they were told there were no more available rooms and were only given keys to 2 rooms. We were then told that the manager would speak with this employee and investigate but it was doubtful that the client would get a full refund as they excepted the rooms. I am still waiting to hear back and intend to call again this morning but thought it would be good to leave a review of the poor experience had at this hotel and the lies told by both employee and manager, ignoring my clients and...

The hotel is relatively new and pretty nice. The breakfast was as good as you would expect from this type of hotel.

Unfortunately on one day, housekeeping decided not to service our room for no specific reason. When we returned and noticed it had not been done, we were able to get the front desk to convince them to service the room, but not before it took too much effort from us and we had to sit in the lobby for over an hour waiting for the room to be cleaned.

After that, we checked with the front desk each day to make sure our room would be serviced. Each day they assured us it would be.

On the final day, we returned to the hotel and we could not access our room. After having the keys reprogrammed twice, they decided that the battery in the door lock was dead. They contacted maintenance to change the batteries. We had to wait for the maintenance person to come to the room, then he used a hanger to break into the room (which was disconcerting to know that can be done). He told us that he can check to determine when the batteries are going dead, but "he doesn't have time", so he just waits until the batteries go dead (which caused us a lot of inconvenience). It took about 90 minutes to get the door fixed, which prevented us from going to dinner during that time.

Once we got into our room, we found that the room had not been serviced AGAIN! I talked to the front desk, who told me they could not do anything, but they would have the manager contact us since we would be checked out before he came in. When I checked out the next morning, I again talked to the front desk about the issues. She agreed that the service was unacceptable, so she said she would add some points to my account AND she would have the manger contact me about refunding that nights charges.

It has been four days and the manager has NOT contacted me (he had our phone number and email address). In addition, the points that was supposedly added to my account never were added.

When the service is this poor, it ruins the overall experience. I would not recommend this hotel to others because I have no faith that they will resolve the problem if they...

This IHG property was a good overnight stop. Clean comfortable room. Standard IHG breakfast. Safe area with stores and some restaurants close to the hotel. The only issue was the staff needs some customer service training. |My wife and I road trip often and customer service and professionalism of the staff is just as important to us as the accommodations. We stayed at this IHG twice in a week on the way out on our trip and on the return. The front desk staff needs some customer service training. I was thinking maybe it was a one-time fluke but that was not the case. Same poor reception both times. |Not sure how you feel, but when traveling a long distance and arriving it is nice to be welcomed to the property by the front desk. Just a simple how was your day? Thanks for choosing to stay with us and enjoy your stay. Is that too much to ask for. It goes along way for us when choosing a hotel brand. Also, when checking out the which we did digitally, the front desk person did not even acknowledge us when we were leaving. because she was too busy on personal phone, and never looked up once. Two trips to the car and not even a good morning from the person behind the desk. Again, several opportunities to say have a nice day. Thanks for staying with us and come back again. We don't have a problem with someone checking their phone but when on duty, customers come first. This property needs some customer service training for the front desk staff. Sorry if this seemed like a rant on the staff but that was our experience. So bottom line on this IHG property; it is clean, comfortable, and not far off Rt. 90. Good stay and recommend it. Hope the customer service improves. Stay safe on your way, say hello to someone as there are so many nice people you meet along the way when you travel. That's how we roll....