Holiday Inn Express & Suites Easton by IHG — Hotel in Palmer Township

I got my sister a room near me for after an event.

My husband and I travel a lot and have used properties all over the US. We have had early check-ins and late check-outs almost every single time.

The day before check-in, I called to request an early arrival. April, who was rude from the start, told me she couldn't do it. Then she said they charge a $75 fee for early arrivals. I explained being a Diamond Elite and it was included in the perks. She told me to call back day of to ask. Day of, I called at 930am. I was told that my room would be ready around 12pm. We showed up about 1230pm where April told us we would have to wait. We sat down for about 3-5 minutes, watching her play on her phone until she said it was ready. Got my sister's things in the room, then left for our event. We did not get back to the hotel until around 1am.

The following morning, I called around 830am to request a late check-out around 1-2pm. April told me it was not possible. I mentioned the Diamond Elite again and she told me she would give me until 1130am. She was very rude about it, so I hung up and called the IHG Diamond Elite line. They put me on hold and called the hotel. They got back on with me and said as a one time courtesy, they would grant me a 1pm check-out. At 1128am, my sister is calling me, scared and in a panic. I could hear pounding and yelling in the background as she was telling me they were at her door telling her she needs to "get out now!" She was afraid to open the door, but she tried to explain to them that I spoke to corporate and she was allowed to be there until 1pm. That's when April yelled "Corporate doesn't have a say! This is my hotel and I make the rules. You need to leave NOW!" I told my sister to just keep the doors locked and I'd call the hotel. I told April I spoke to corporate and to please stop banging on my sister's door. She continued to yell at me until she finally said "fine you have until 1pm, but no later!" My sister left around 1230pm. She was so afraid of going through the lobby that she looked at the fire exit plan on her door to see how she could safely leave the building. She ended up going out the back door, carrying all her bags around the entire building to her vehicle out front. As she was leaving her room, there were 3 maid carts on her floor. So, it's not like they were waiting on just her room.

I called and asked to speak to a manager about this horrendous situation. April told me the manager wouldn't be until after 1pm, so I asked to ve transferred to leave a message. As of 3pm, I did not hear anything back, so I called again. That's when April told me the manager just left 20 minutes ago, followed by "I know who this is and I don't know why you keep calling." I told her I knew who she was too and that she knew exactly why I was calling. She told me she had no idea what I was talking about. When I called out the way she treated my sister and banged on her door, her response was, "there's no proof of that so I don't know why you keep calling." I told her I'd be making another call to corporate, then hung up.

As a long time, loyal Diamond Elite member, I am incredibly disappointed and disgusted with the actions of April. This is, by far, the WORST experience we have ever had at any IHG property, and that includes a time where my ceiling started leaking all over the kitchen floor. How this woman is still an employee is beyond me. I do know that we will NEVER be staying at that location again. We have a few other hotel brands that are closer to my home that we will use in the future. This hotel isabout 10 minutes away, and we chose it because we are loyal to IHG. There is a hotel less than a mile from our home that we will be using from now on. Even if I wasn't Diamond Elite status, that is NO WAY to treat or speak to ANY guest!! My sister should not have to be terrified the way she was, and I am so embarrassed that was her experience.

All I have left to say is... stay at your own risk. If April is that bad, I'm not sure I want to know what any of the other...

I was in a wedding and the couple used this hotel for their guests as all the other hotels in the area were not able to offer them a room block. The room they were shown when they went to look at it was recently renovated and they were happy. Come wedding weekend, I check into my room. The bathroom was disgusting. Mold, bacteria, and standing water in the damaged tub. My husband and I chose not to complain as I was the matron of honor and our room was close to the Bride's suite. We cleaned the tub as best we could and balanced on the sides to take quick showers.

My biggest issue at that point was that they assigned the Bride and Groom to the very first room right off the lobby, arguably the loudest, least private room in the hotel. The Bride didn't want to complain about it so we kept it to ourselves since we were going to be up really early anyway.

Before we left for the makeup studio, I asked to front desk to please make sure house keeping cleaned the room for when the Bride and Groom returned that night. I was the last person to leave the room. After the day was over, I brought the gifts from the wedding and the Brides things back to the hotel while they attended the after party. I opened the door to their room and was immediately met with the smell of cigarettes. someone had smoked in that room between the time I left and the time I returned. I was so upset. My best friends were going to return on their wedding night to a room that you could barely breathe in. I alerted the front desk staff and instead of offering to switch their room, I was offered a can of Febreeze and told they were aware that this was a problem. Um hello? Maybe you should find the member of your staff that's using the room for a smoke break and ask them to go outside? The Bride spent her wedding night vomiting in the bathroom from the smell.

The next morning at breakfast, the best man picked up a yogurt to eat and it was expired.

Should we have requested different rooms? Probably. Should the hotel staff have worked harder to provide a better customer experience? Definitely. As a former customer experience manager for a large retail company, I was honestly appalled. I really hope you guys will take this to heart and do better for your future guests. We will NEVER be staying here again or recommending this...

I am a consistent IHG property user and I have been super pleased with their properties over the years. This particular property’s management is terrible and I would not stay there ever again!

I reserved 2 Jacuzzi Suite rooms, we checked in on Friday night and by Saturday morning the nightmare began. It turns out the room assigned to my daughter was defective as the bathroom was a mess, the plumbing was broken and the room flooded. When we called about this we were told “you should not be in that room”. A phrase repeated many times by the staff, but no assistance, no apologies!

On Saturday morning before we left for the day they said this would all be fixed by the time we got back that afternoon – when we returned the new desk staff had no idea what had happened and again repeated to us that “you should not be in that room”. They did not have another Jacuzzi room available. I told the desk person I expected to hear from the manager and I expected my points to be credited and I expected a room.

I did get a room, no Jacuzzi, no apologies, no call from the manager, no points back nothing.

Upon checking out the desk person asked if everything was alright and I said no, it was awful. (I had other issues too, but really this was enough.) She apologized, but was still uninformed even when she checked our records. This woman provided the only apology we got. We had to move our rooms twice because of foul ups by the hotel, no one asked if we needed help, no one was remorseful and no one tried to make any form of recompense.

As I mentioned I have other issues too but stopped complaining because it was obvious this property does not care at all. Just so you know the heating systems in all rooms (And we had newly remodeled ones too.) was terrible. It was either full blast or not at all. The thermostats on the walls are dead and the ones on the units do not really work. And the breakfast bar was always low on everything and nothing was hot and it took them about ½ hour to fix the broken...