Holiday Inn Richland on the River by IHG — Hotel in Richland

**08/20/24- still no communication from the hotel regarding these issues

Update- there was a response from the owner responding to this review 2 days ago saying someone would follow up. No one has reached out, yet again.*

I don't like to post negative feedback, but this is 100% necessary for anyone that plans on staying here in the future, or if you travel to the area often.

My husband had been staying at the Holiday Inn Richland on the River continuously over the past year and a half (if not two years) due to work bringing him to the tri-cities. We know the place is old and run down, but it's been OK...up until a couple weeks ago. The room we were placed in (with my toddler) had BLOOD on the wall in the bathroom in several places, a huge pink stain and dried VOMIT on the floor-that was covered up by a trash can. There were pieces of tape stuck to the headboard and ceiling- our guess is either a rager of a party happened in there. But, there was also a dried rose petal hidden behind the toilet so who know's? Maybe those are from two different occasions? Gross either way, and a biohazard. Literally. I went to the front desk to let them know what was going on, and all of the housekeeping staff had left for the day. No offer for the front desk to take care of it immediately themselves. The front desk did say they would see if there was a room available to try to move us to, but wasn't sure. There was only one girl working, and a stack of people behind me- on top of the phone ringing off the hook. I asked for breakfast vouchers, and was nice and told her that we could stay where we were for now and that moving rooms the next day would be fine. She said that she didn't know if we would in fact be able to move rooms, that they were "fully booked", and that for sure housekeeping would come in the next day and get everything clean. Fast forward to the next day, housekeeping emptied the trash and changed the sheets. Did not touch the blood or vomit. I called the front desk, as I had already checked out but my husband was still there. Housekeeping had again "left for the day". There was no room to switch too- even after I asked if it was possible to switch rooms with someone who hadn't checked in yet, so that the room could be cleaned before the next guest, and my husband would have a clean room to stay in. This was not an option either. Instead, I was told that we should perhaps look into staying somewhere else. The Hampton Inn was suggested to me. I then asked how that would work, as we had already booked this room- and we had paid for it. The gal working said that they couldn't do anything about that either, but that AGAIN housekeeping would come in the next day and FOR SURE clean. Shockingly enough- NO ONE CAME TO CLEAN AT ALL. My husband was set to check out the following day. Three days of blood and vomit, and not a damn thing done about it.

I called IHG several days in a row, placed several reports, and was told 4 days in a row that the manager would call me. Never got a phone call, email, anything. I was offered hotel points, but I think that a refund of the stay is appropriate considering all of the issues. The customer service rep I spoke with said that they spoke with the manager, and that the manager said "she investigated the room, and offered us another one". This clearly did not happen, and honestly what is the point in lying? She then told the customer service they won't refund us because she has me on camera saying it was fine? Yes, I did say it was fine the first night. I also said that night that a new room the following day would work. This was ABSOLUTELY something that could have been done. Is this hotel so bad off that refunding a stay for a completely legitimate reason is not doable? Are we not literally paying for a CLEAN room to sleep in? Is no one going to have to be held accountable for this? This is the worst experience I've ever had with a hotel. Knowing what I know now, if this room was that disgusting- every other one must be as well. Shame on you Holiday Inn Richland...

Jul 15, 2025 We stayed at this location from July 12th to the 14th 2025.

This is honestly a very torn review for me. We had a few issues that normally would have warranted a lower review. However, due to two staff members it brought it from what would possibly be a 2 or 3 star review up to a ​4.

We stayed here while they were having a basketball 3 on 3 tournament and roads were blocked off making it difficult to navigate into the hotel. This and a a softball tournament made the hotel packed. This wasn't the issues we had. Just stating for clarity.

I would first like to say the two of the staff stood out like crazy. Delvin the front desk guy did an amazing job all things considered and obviously understaffed. Wr had numerous issues with the room and he did the best he could with the phone literally having never stopped raining and a line of people needing help. We were put into a room where the fridge did not work and the toilets wax ring was failing so we had seeping coming from under the toilet. Unfortunately due to being fully booked we would not change rooms. However the following day we were able to due to Delvin being amazing. Mind you he was there working the night of the 12th until I would guess 10ish and was also their opener the following morning. The next day he got us moved to a great room with river view. We give Delvin 6 stars out of 5.

Second was I believe a gal named Jen (I believe) who worked the bar/restaurant the night of the 12th. She was an absolute Rockstar and we really had a great time. Drinks and food put very fast and done well. We give her a 5 stars out of 5.

The final review would be the gal whom I didn't catch her name The evening of the 13th altar ran the bar/restaurant. She was definitely no where close to par and the place was dead on a Sunday evening. Night and day from the previous night. We woild give her a 2 out of 5 stars.

I travel a lot for work and am in hotels sometimes weeks at a time. A lot in the Tri Cities because I do also have family there. Im honestly very torn on whether I would give this hotel another chance at its price point I expected better. But due to those 2 staff members that veryuch impessed my wife, maybe.

Hope this review helps. Ever want to give a bad review unless warranted and always want to give credit where credit is...

I'm a Platinum Elite member with IHG and stay in their properties exclusively. I rarely do reviews, however my experience here was so unacceptable, I feel I need to say something.When I arrived at this property (at 2:45 p.m. check in is at 3) I was informed my room was not ready yet. I waited in the main lobby for 35 minutes and watched 5 other guests check in with no delay. In my profile, I request rooms that are on upper floors and away from the elevator. I understand this can't always be granted, however, I was assigned a room on the first floor, sharing a wall with the elevator. The representative at the desk informed me of all the amenities and told me breakfast was an additional charge. I had to show her the confirmation of my reservation on my phone, that my breakfast was included in my room rate. I purchased a $4 cola from the pantry and went to my room. At dinner, I ordered a salad with sirloin steak strips on it. The salad was very good, however, the steak was so excessively salty, I was unable to eat it. The next morning I had to go back to the front desk and again show my confirmation on my phone to prove I was to get a breakfast coupon. I gave the waitress my coupon and my breakfast was excellent. Upon check out, my statement reflected that not only was I charged for my room, but also for breakfast. I did get the desk agent to credit me for that amount, after showing her my confirmation on my phone. Again. When I was sent a request for a review directly from the hotel, I shared the details of my stay. Whomever received it reached out to me via text, sincerely apologized and said steps would be taken to educate the property departments. As a compensation and apologies for my experience, she offered me 5000 points to be added to my account. I advised I hadn't received the original 500 welcome points at check-in and she assured me she'd do that immediately. I have received my 500 welcome points, however, after 2 weeks and 2 additional inquiries, I still have not seen the promised 5000 points. Beautiful property, great location, but horrible...