Holiday Inn Express Wilkes Barre East by IHG — Hotel in Plains Township

I have been to this hotel multiple times over the years as a IHG member since it is close by to my parents place. I came home to visit my family and for a military wedding on the 12 Oct 2019. While the hotel was clean and quiet my personal complaint is not regarding either of these two. Two days prior to my arrival I called the hotel and told them that I have a wedding to attend on the 12th at 4 pm in Freeland, PA. I will be arriving at 2 pm and I need to check in and change to get up there. I left my confirmation number as well as my IHG number to who ever answered the phone. When I arrived, promptly at 2 pm I was told that the hotel was fully booked and my room was not be ready for at least 45 minutes. At which time I was very upset, since I had to be leaving at 3 pm. When speaking to the front desk worker (Kelsey), who apologized for the inconvenience. I went out to my vehicle and spoke with my wife and then came back in and asked if I can use a bathroom down around the lobby to start to change. She called I believe a supervisor over and they put me into another room since my room was not ready. So my first point is that after I booked my room weeks ahead on Sept 19, and called two days prior, why didn't anyone document or make notes on my account after providing them my IHG number since I had a strict time schedule? The shining light at least was the front desk work who I believe was named Kelsey who understood my issue. So when workers fail to follow up, this lead to frustrated customers, which lead to poor ratings. I would of given you 4/5 or 5/5 on the ratings but I did everything in my power to notify you about my needs. Secondly, while a former worker at multiple hotels years ago, I am a little disappointed with the breakfast bar. Last time I was here on July 4th, the same waffle machine was also out of order either for lack of supplies or broken. I do know after being a worker how long it takes to get a replacement or supplies in. Same thing with not having any cream cheese for bagels. I totally understand with items being used up quickly at a hotel over busy events. But I also remember last time in July that they were out of certain items at the breakfast bar. My question/complaint on this is who actually orders the food supplies for the hotel? I do hope that your actually running out of supplies that quickly rather than management holding off ordering supplies...

Overall. It was disappointing. We aren't picky. but come onnnnn!!!!

Room and Comfort - Uneasy with a dirty room. It was irking me.

Cleanliness. NOOOOOO

Variety of breakfast. No.

Staff - just the front desk was great.

Service - like cleaning? Nooooo.

Value. No. 2 people - one set of towels.

Sleep quality - eh.

The entrance and exit to the property from the highway are horrible. The winding driveway TO the property was uneven, potholes and not painted properly. Looks like there were a few mishaps and over the side of the mountain you go. In fairness, that may not be the HIE's fault, but the owner of the property. Relaxing was "eh" being irritated because wasn't clean was NOT relaxing. We did sleep ok because we were out and about doing our thing, so that was good. Breakfast could have been more of a choice rather than coffee, tea, hot chocolate, banana and an orange or an oatmeal packet. No bottled water, not a wrapped muffin to be found. I think cleaning the bathroom would be a nice mold and missing caulk, well it matched the mold and missing caulk around the air conditioner. The toilet seat could be replaced. The room could have been vacuumed under the bed which is not really 'Under". The elevator doors could have been wiped up and down to include the buttons. There was a missing electrical plate, which is always a perk. The curtain was hanging from the rod. The curtain did not close. Towels? oh, only enough for one person. There were two of us for two nights. One bar of soap for both the bathtub and the sink. (we are not smokers) So, outside at the smokers lounge; they don't want you to litter but did not provide a receptacle. Butts all over the place. No trash can for trash. We are not picky people but having missing pavers under the carport where a person or senior can get out and break an ankle or a hip. Just, really poor decision not to fix it. The staff was great. The cleanliness was a factor.... we are in a pandemic and people are worried about travelling. Me cleaning the bathroom before we used it, really isn't something that I wanted to do. Was very disappointed. Yes, we left a tip for housekeeping because its the right thing to do. Sorry, not sorry, but I was disappointed in the cleanliness of this property. We won't be back to this property. You got my two five zero plus - but not for this location again you won't...

I had the worst experience at this hotel last night. I had an event with family in PA and needed a place to rest before making the 3 hour drive back to NY the next day. I called the hotel around 9:30pm and informed the front desk that I would be arriving very late. The woman I spoke to said that is fine and we can check in whenever we get in. My husband and I arrived at the hotel around 3am and were told our room was canceled because we didn’t confirm the room. ||The man at the front desk, Kai, was extremely rude from the beginning and just kept telling us that because there was no note left from his coworker, our room were canceled. There was no trying to see what he could do for us or try to resolved the issues. It was just “yeah, your room was canceled”. I asked him how could the company cancel the room when I called and spoke to an actual person who confirmed they put a note in my chart? He said I’m supposed to call the hotel twice to confirm there is a note. Why should I call twice to confirm when I already spoke to someone?? He was very dismissive and he lacked customer care.||We went back and forth for a while because I felt everything he said was untruthful. He said your room was canceled but you’ll be refunded on Monday. At this point, he still didn’t say would you like to book a room tonight although your room was canceled or let’s see what I can offer you? It was just very dismissive. I said how would I know if I’m going to be refunded? He said I’ll just need to be have patience. I’ve never heard of a hotel refunding money when you no show. They charge a no show fee/still charge you for the room. So to tell me that I will receive a refund on Monday did not seem truthful. I feel it was just to push us out of the hotel. I asked for his information so I can call on Monday. I asked for his first and last name and he says “ now you’re getting too personal. Why would I give you my last name? I don’t have to give you my last name”. He was overall rude and lacked professionalism. I was shocked. ||It was 3am, the lack of compassion and concern was truly astonishing. I never thought I would have to endure that. My bosses travel very often and I always call the hotel to let them know when they are going to show at an odd hour. Never have I ever have to call multiple times after speaking...