Holiday Inn Express & Suites Belle Vernon by IHG — Hotel in Rostraver Township

I'm going to share quite a bit here. I will start with I understand that there is a widespread shortage of employees and employers are struggling to find employees. This should not result in the experience that my mom and I had. My mom struggles with mobility and I also have unseen physical difficulties and pain. We requested a handicapped accessible room at check in. We discovered the room we were in which was 224 had bed bugs. Prior to this discovery, we realized the room didn't have any kind of blankets, just sheets. My mom called the front and they did bring blankets to 224. My mom discovered the bug crawling under the mattress and we immediately called the front desk. No one came to investigate and told us we could be moved and there was a room on the first floor available. (It was right around midnight and I had been driving since 9 am so going to another hotel really wasn't an option). I asked for assistance with the bags due to the amount of pain I was in and was told they were unable to help. My mom walks unsteadily with a cane and I have a condition that affects my spine and hips among other things. We had to tote all our luggage for a 5 night stay downstairs (elevator) just to get a new key and be told we had a room that was not handicap accessible on the third floor. So now we have to take everything to the third floor (yes we took the elevator but it was still very hard). The room was at the end of the hall and required a lot of walking. The new room had a duvet cover on the bed but no blankets. My mom called the desk and they said she would have to come get blankets because they couldn't do it. So it's after midnight, bed bugs made us change rooms, no handicapped accessible room, no blankets, and they won't even bring us blankets. Other things that are less of a concern but added to the bad experience included dirty halls, dirty bowl of the toilet, mold around the shower, a goldfish cracker I asked to be removed on the first night that was under my mattress (I told the front desk, manager, and left a note on my bed-it was still there when we checked out), and mold on my mom's bagel. In addition to this, I had to keep calling to try to reach the manager as he never reached out to me and was too busy each time I called. He also told me that while it isn't their policy to refresh rooms daily, they would do ours, they didn't. They give you enough towels for one night. We stayed 5. They didn't even have 2 washcloths when I asked. The pool was unavailable due to maintenance our entire stay as well. The manager did apologize, adjusted the price and explained how they are unable to find employees. He seemed sincere but that doesn't change the situation. I would stay away from this hotel even if it means a longer commute. I am an IHG rewards member and chose this hotel because of that. I have a vacation package with IHG that I've already booked in another state and I'm second guessing it because my trust in IHG has been damaged. I also recommend the workers not stand outside in groups smoking where everyone has to walk through. It's really just not a good situation there and it needs...

Since IHG's website lacks functionality to be contacted with a friendly email regarding my lousy experience, I'll post this here for all to see. Reservations made for a suite at this location 12/25-12/27. I stopped in just after noon on 12/25 to see if the room was ready. This follows attempting to call first but no one answered the phone. The room was not ready, which was expected. I told desk staff we would be coming back between 8 and 9 p.m. to ensure they knew we were coming back. Upon arrival back that evening to check in, the desk staff groaned and indicated that she had given away our room. There was an unexpected number of new bookings due to a local hotel closing for an emergency. So, I stopped in earlier to confirm my arrival, they have ALL of my contact info but never reach out and just give away the room I had reserved. Great start, Merry Christmas. Fine, I'll take another room. Arrive in that room for it to be 55 degrees in the room; it's 10 degrees outside. Adjust the thermostat and there is no change. Try to call front desk, room phone doesn't work, it's disconnected. Plug it in, call front desk, no answer. go down to front desk and informed others are having issues as well. Apparently this area just had new thermostats installed two days earlier. I begin to ask for another room when I decide to abandon this location and go to the Fairfield directly behind this place. The desk lady, who was only on her 3rd day of the job, was friendly enough. However she said she would follow up with me to confirm the cancellation but never did. On the morning of the 26th I called over to confirm that I was not billed and thankfully I was not. However, there was no follow up to make this right. This experience is lousy enough but to also have it happen on Christmas day is extra lousy. With all the hotel options here and across the world, Holiday Inn will no longer be one to consider for me. While this was a rare situation, the lack of follow up on their end or the ability to easily address it through a customer service portal on their website demonstrates that they don't care about great customer experience or great customer service. ...

The hotel was filthy; however, you didn't know it until you went in the elevator to your room. There were no linens in the room for the pull out couch. When we arrived, there was no one at the desk to check you in. Waited a few mins. then decided to look for someone, ran into one of the housekeepers, who said the staff may be in the pool area, however, without a key, you can't enter. After waving my arms around for about 3 mins. , I finally got the attention of the front desk person, who finally got us checked in. There were very few times there was ever anyone at the desk. The pool water was green, the carpeting in the halls were filthy. There was garbage left in front of rooms for at least 2 days, there was limited parking due to trucks being parked in most spaces, of workers staying in the hotel also. They only made 1 pot of coffee in the morning; most of the workers drank it by 7am.; so if you didn't get up early, there was no coffee. There were mini keurigs in some rooms, ours was one of those rooms, went to the store got k cups, went to use the coffee pot; it didn't work. I reported it to the desk person; she said she would send someone up to look at it; no one ever showed up. Our last night there, it was raining, my husband went to pull to the front of the hotel, to let me off under the covered area, so I didn't get soaked, since he had to park so far away from the entrance; there were 10 or more people, having a gathering of sorts, sitting and some standing under there. They didn't move when we pulled up, so we had to pull over to the right of the entryway, which was still coveted, but then I had to walk through these people, because they weren't moving. Again, no one at the desk to take control of this madness. I am not saying that people shouldn't be outside enjoying their vacation, but you would think the hotel personnel would have asked them to move away from the entryway. Maybe, if they would have been at the desk, or even near it, they may have said something. Better yet, maybe there should be a covered area, where people can enjoy themselves without blocking the entrance to the hotel. We would not go back there, or recommend this...