Holiday Inn Express & Suites Springfield by IHG — Hotel in Springfield

Unfortunately, this will be a negative review. We were in town for the national tumbling and trampoline competition. We checked in on Sunday afternoon and checked out on Friday morning.

When we first arrived to the hotel, there was another family (with kids) walking out. The lady told me we probably shouldn't take our luggage in until we made sure they had rooms for us. She said that the house keeping crew had walked out without finishing their jobs. Well, we were lucky enough to be about to check into 3 rooms on Sunday afternoon at 3:30pm. Knowing that they were having issues, I was not expecting to find our room perfectly clean. When we got to the room, we did find sub par rooms. Stained floors, someone else's hair on the bathroom floor and walls, only 2 bath towels and hand towels for a room that sleeps 4 (double queens), no floor rug for the bathtub, and no extra TP.

Each morning when I arrived at the breakfast area, the regular coffee pot was empty. The breakfast attendants were not keeping coffee available. Each morning I would watch 2 or 3 others try to get coffee before I finally went and asked someone to change it out.

Hotel full of kids for the competition, never served bacon for breakfast at all during the week. But they made sure to have plenty of the turkey sausage available each morning. Tuesday, Wednesday, Thursday they offered regular pork sausage, but not Monday or Friday.

Tuesday evening, I had asked for additional towels for the kids' room. We left for dinner and when we arrived they still were not delivered after the last at the front desk said she would bring them up. I then asked for all 3 rooms to be cleaned on Wednesday. Only 1 of the 3 rooms got cleaned on Wednesday. So apparently, even if you are staying there for 5 nights, they still won't clean the rooms during the stay. FYI, we were out of Toilet Paper on Wednesday (no spare roll in the room). No one should ever have to go ask for toilet paper! I had to ask again on Wednesday evening for our other two rooms to be cleaned on Thursday. Was told by the front desk that they would make sure our rooms were the first to be cleaned on Thursday!

On Thursday they cleaned 1 room for the most part, including making beds, but didn't make beds in the other room, but at least left extra towels. But what we found later in the day on Thursday from our son is much much worse! He had bug bites on his stomach, elbows, forehead, and who knows where else. When we saw that, I immediately called the hotel and spoke with the GM. He agreed to move the kids to a different room, but kept telling me that they never had a bed bug problem! Even when we got back to the hotel, we showed him some of the bites and he still denied having a bed bug issue. Needless to say, I will be reporting this to the department of health. The GM did offer to give me 10,000 points to my account... Sorry, but 10,000 points doesn't even get anyone a free night!

This location does not actually have a swimming pool either. You have to walk next door to the Crown Plaza and use their pool!

Would I recommend anyone to stay at this location, absolutely not.

The only 2 things I will say positive about the hotel, is Anthony did great getting us checked into our rooms on Sunday afternoon while dealing with the house keeping situation! Secondly, the GM Shah was accommodating for getting us another room for our kids on Thursday!

I will say, all 3 of our rooms for the week were purchased with my reward points. That should give you an idea of how many nights I stay in hotels. For me to write a negative review like this is...

Unfortunately, this will be a negative review. We were in town for the national tumbling and trampoline competition. We checked in on Sunday afternoon and checked out on Friday morning.

When we first arrived at the hotel, there was another family (with kids) walking out. The lady told me we probably shouldn't take our luggage in until we made sure they had rooms for us. She said that the housekeeping crew had walked out without finishing their jobs. Well, we were lucky enough to be about to check into 3 rooms on Sunday afternoon at 3:30pm. Knowing that they were having issues, I was not expecting to find our room perfectly clean. When we got to the room, we did find subpar rooms. Stained floors, someone else's hair on the bathroom floor and walls, only 2 bath towels and hand towels for a room that sleeps 4 (double queens), no floor rug for the bathtub, and no extra TP.

Each morning when I arrived at the breakfast area, the regular coffee pot was empty. The breakfast attendants were not keeping coffee available. Each morning I would watch 2 or 3 others try to get coffee before I finally went and asked someone to change it out.

Hotel full of kids for the competition, never served bacon for breakfast at all during the week. But they made sure to have plenty of turkey sausage available each morning. Tuesday, Wednesday, and Thursday they offered regular pork sausage, but not Monday or Friday.

Tuesday evening, I asked for additional towels for the kids' room. We left for dinner and when we arrived they still were not delivered after the last at the front desk said she would bring them up. I then asked for all 3 rooms to be cleaned on Wednesday. Only 1 of the 3 rooms got cleaned on Wednesday. So apparently, even if you are staying there for 5 nights, they still won't clean the rooms during the stay. FYI, we were out of Toilet Paper on Wednesday (no spare roll in the room). No one should ever have to go ask for toilet paper! I had to ask again on Wednesday evening for our other two rooms to be cleaned on Thursday. Was told by the front desk that they would make sure our rooms were the first to be cleaned on Thursday!

On Thursday they cleaned 1 room for the most part, including making beds, but didn't make beds in the other room, but at least left extra towels. But what we found later in the day on Thursday from our son is much much worse! He had bug bites on his stomach, elbows, forehead, and who knows where else. When we saw that, I immediately called the hotel and spoke with the GM. He agreed to move the kids to a different room, but kept telling me that they never had a bed bug problem! Even when we got back to the hotel, we showed him some of the bites and he still denied having a bed bug issue. Needless to say, I will be reporting this to the Department of Health. The GM did offer to give me 10,000 points to my account... Sorry, but 10,000 points don't even get anyone a free night!

This location does not actually have a swimming pool either. You have to walk next door to the Crown Plaza and use their pool!

Would I recommend anyone to stay at this location, absolutely not.

The only 2 things I will say positively about the hotel, is Anthony did great getting us checked into our rooms on Sunday afternoon while dealing with the housekeeping situation! Secondly, GM Shah was accommodating in getting us another room for our kids on Thursday!

I will say, all 3 of our rooms for the week were purchased with my reward points. That should give you an idea of how many nights I stay in hotels. For me to write a negative review like this is...

I made an online reservation at this hotel for an upcoming youth baseball tournament for my 10-yr. old son. I made the reservation on Friday morning for a Saturday night stay, so pretty last minute. However, my reservation confirmation showed that I had a room reserved for 2 Queen Beds. When we arrived for check-in late Saturday afternoon/early evening, we were told that we instead had a room with a Queen Size bed and a pull-out sofa. I explained that my reservation had been for 2 Queen beds and she told me that was all that was available, as they were completely sold out. It was not ideal, but doable. However, when my son & I got to the room, it ended up being a handicapped room with only one Queen bed and no pull out sofa at all. Thankfully, it was just my 10-yr. old & I staying because if my husband and 9-yr. old had not been playing ball elsewhere and also staying with us, we MOST definitely would not have all four fit. We were 2 hours away from home and had to play ball early the next morning, so we made it work. The handicapped shower with a 10-yr old boy was definitely not ideal, and there was water all over the floor in the bathroom, but again, we made it work since all other hotels were sold out as well. To add to my mounting frustrations, our room, since handicapped, was on the first floor and right down the hall from the lobby and the conference rooms, etc. so we heard people talking late into the night and heard people coming to lobby at 6:30 AM for breakfast. And to top it off, my 10-yr old said it was the most uncomfortable hotel bed he has ever slept on. And with traveling ball for the past three years, we have slept on many!! Needless to say, neither of us had a very good night's sleep. When I mentioned it to the clerk at check out that I was not happy about being put into a 1 bed room vs. the 2 bed room that I reserved and thought the rate was a little high for that, his only reply was that when making reservations online or through central reservations, that they were sometimes overbooked or promised rooms that were not really available. That seems to be a HUGE problem and needs something rectified soon. At a minimum, I should have received an email or a phone call on Friday evening or even Saturday morning, stating that there were really no 2 Queen rooms available. That would have made it a little easier to handle and maybe caused a little less frustration and dissatisfaction on my end. Instead of really addressing my concern, the clerk just went on to tell me that renovations were planned for their location soon and that he hoped I would consider giving them another chance. I can tell you that I will not be booking here again for any future stays, renovations or not, based on the lack of concern or willingness to give some sort of compensation to an unsatisfied guest. As stated above, if our entire family had been there, I am not sure what we would have done!! I am NOT one to complain often (first bad review I have ever written actually) and we are frequent hotel customers who have no issues with paying a little bit higher price for quality and comfort, but that was not what we received in this instance. I will say that the staff was polite and not rude in any way, but customer satisfaction did not seem to be top priority. This was our first time trying an IHG hotel and it is highly probable that it will be our last. The uncomfortable bed and the outside noise is something you take a chance on with any hotel and I would never ask for compensation for something like that, but not getting the room you were promised is something...