Holiday Inn Express & Suites - Orlando Southeast, an IHG Hotel — Hotel in Pine Castle

Below is the email I wrote to the GM of the property who never replied.

Dear General Manager,

I am writing to formally express my disappointment with my stay at Holiday Inn Express Orlando Southeast (12150 Pioneers Way). Unfortunately, my experience has been far below the standards I expect from an IHG property, and I feel compelled to bring these issues to your attention.

First, the staff has been extremely disinterested and unfriendly. When I requested certain room amenities, I was simply told they were “out of stock” with no effort made to offer alternatives or assist in any way.

Second, upon entering my room, I was appalled to find the bathroom in an unsanitary state. There were stains all over the toilet, hair on the floor and shower curtain, and the shower itself was loose and barely functional, forcing me to hold it as a handheld shower. The shower curtain was filthy, visibly stained, dated, and even appeared to be manually cut a few inches above ground (which would not prevent water from spilling out). Additionally, after using the shower, I found that water had flooded into the bedroom area.

When I brought this issue to the front desk, the response I received was completely unacceptable—I was offered a few extra towels and told to clean it up myself. No effort was made to manage the situation effectively despite me repeatedly asking with utter surprise that the hotel expects me to clean up the mess? Another (unacceptable) excuse given was that this was a ‘handicap friendly’ room to allow wheel chair access hence water has spilled out! Does not sound logical. So, in such cases, help me understand – the expectation is that the handicapped person will wipe off the floor and the mess?

This is not the level of service I expect from a reputed hotel chain like IHG. Instead of addressing the root issue, I was simply asked to manage the mess on my own, which is beyond disappointing and no effort to find a solution. When I asked for the GM’s email address, it was simply written down on a card and handed over to me.

Given these concerns, I would appreciate an immediate resolution and for you to take corrective action to ensure a more comfortable and hygienic stay for both myself and future guests (with a more qualified front desk staff).

I would also like to know what can be done to make up for this disappointing experience.

I look forward to your prompt response and a meaningful resolution. Please let me know how you plan to address these concerns. Feel free to contact me if you want to speak about my experience...

We were in town for a soccer tournament which was right across the street. This was an amazing location for the hotel being so close. The hotel staff were very friendly. Now for the rooms, this hotel was probably pretty nice when they first opened but they have really stopped taking care of it. The floors were mopped and vacuumed in the main lobby and everything appeared nice as we checked in. Our first night there we were on the first floor and I asked when we checked in and found out we were on first floor if it was possible to be on the second or higher, they told me they were full so they didn't have another room on a different floor. On the way to the room the walls were all dinged up and you can tell they don't wipe the walls or touch up paint. As we entered the room it was overall clean except there was a stain on the carpet. It was late and we wanted to get to bed so we showered and turned on the TV. The cable kept going in and out which wasnt too big of a deal. We laid on one of the beds and sunk into the middle several inches and it squeaked. I then noticed the whole bed frame and mattress were damaged. We picked up the phone to call the front desk and the phone kept giving a busy signal like it wasn't working so I called from my cell phone. I let them know that we were already unpacked and in bed but we wanted to let them know that the bed was broken, the cable didnt work and the phone didnt seem to work either. They offered another room that night but we decided to stay in that one instead of pack everything up that night. As the night went on the room slowly started to smell like wet dog. The next morning the smell was pretty bad. We had an early day but came back and they were very nice about changing the room. We then were given a 3rd floor room. This room was in better shape, but when you look closely at the walls and floor, you could tell they dont deep clean the rooms that often. There was calcium built up on the shower doors, some of the caulking was dirty, there was a huge crack in the ceiling on both rooms, the walls were also a bit dinged up. Overall, I was really underwhelmed by this hotel since the reviews were 4.8/5 at the time. The new room was better than the first, but I hope they take the feedback and clean this place up to its original clean and newer...

Me and my family have stayed in Pioneer's way Holiday Inn Express and suites Orlando for almost 2 months now. For 3 x now i have noticed that nobody monitors the people who goes in and out of the pool. I know they have to swim at their own risk but when they go out the track water from the pool up tp the elevarors and the hallways. If somebody slips and have an accident who would be at fault. I even mentioned it one at the front desk. I have seen some of the swimmers not even having flip flops or sandals on. Breakfast is good everyday but somebady hsa to monitor the people serving themselves. I caught a couple who was touching the biscuits with their bare hands and when i mentioned it they became combative saying their not from here and they became Karens who kept on talking just like an empty can that rattles the loudest. The gym was okay to use but it took almost 2 weeks before they could get to replace the wipes for wiping the equipment. That means for 2 weeks people who used the gym were using it without wiping down the equipment it was sticky and smelly. I had to get a towel and just cover the area and wipe it down when i got finished. Today i was somewhat humiliated by their new front desk personnel. I was carrying a heavy bag of food when i was stopped by a black female with glasses saying delivery sir. I stopped for a moment and looked at her then the black guy with her stated that he is a hotel guest here. On the first place if i was a delivery guy i would have stopped in front of them and informed them but i already went pass them on my way to the elevators. I was wearing an underarmor shirt and an adidas jogging pants with mizuno rubber shoes. Not to rag on the hardworking delivery guys but they would not wear that delivering food. I used to work with them before finishing college and I have family members who work delivering food, either they wear uniforms or shirts frm the company theybwork from with jeans or plain pants. It's either she's hungry, being racist or being very...