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

Overall it was a nice stay but there is always room for improvement. There was quite a bit of construction going on at the time of my stay. I have taken into account that the hotel must stay open while remodeling work is taking place however, rather than pulling everything out of the rooms being remodeled and placing it all in the hallways, I think it would make more sense to remove the items to a location where they could be easily stored and not obstruct the hallways or, simply install a temporary partition to remove the construction area from view.

The internet did not seem very secure, there were a few times when I was logged on that my computer would have a pop-up on the screen saying that a website is trying to imitate a different website or it is trying to redirect me to a different site. Another time, I had been on the computer for a little bit and stepped away for a couple minutes and when I got back to the computer, my Mac flashed up on the screen that my IP address was being used by someone else. On a second computer I had, I tried to connect it and then VPN but the computer security program popped up and said that someone was attempting to access, I had never seen that before. I went to the store and bought an Ethernet cable and would only do a direct connection after that. Every other hotel I stay at, they have requirements for logging into the WiFi that at a minimum require you to type in your last name and room number and some even have a password requirement on top of all that and if your room doesn’t match the name or the name is incorrect it doesn’t allow access. This WiFi didn’t make me feel secure at all.

The elevator needs a bit of attention, it made me nervous when riding in it because of the creaking and popping noises it would make. Sometimes the elevator would try to close almost immediately after it opened or a couple times when calling the elevator, the light would be lit and when the light extinguished the elevator doors would not open, you had to press the button again and the elevator doors would immediately open. The elevator made me nervous to use so I started using the stairs whenever I came and went from the room.

When I first arrived the room looked nice and clean, later in the evening when it was time to retire to bed I pulled the covers back and the sheet appeared as though it had been slept in and the blankets had been just pulled back up then straightened and smoothed. I noticed that each day when the room was serviced this is the same result with the bed. One day I decided to purposely place some lint under the covers to see what would happen to it. When I returned in the evening, I checked the bed and sure enough the lint was gone but the sheets still looked as if it had been slept in so, I’m not really sure what to think, do they just pull the covers back to see if the sheets need to be changed and then smooth out the bed or do they actually take the bed apart and change the sheets and the sheets that they install are just that badly wrinkled? Makes me wonder.

One morning during breakfast, you could hear two of the employees at or near the front desk talking about the lack of working habits of another employee. It doesn’t really matter to me the employees work habit but I don’t think it’s a very good thing that the employees are talking loud enough where they are at the front desk and can be heard clearly in the dining area.

Overall, this is actually a nice hotel, it’s nice and quiet, the room was clean and well kept and the staff were nice and pleasant.

I forgot one thing, probably the only actual complaint I had, the shower water pressure was very low, almost...

Holiday Inn Express Suffolk – 1018 Centerbrooke Lane, Suffox VA 23434 US

Arrival Date 12 August 2021 - Confirmation: 46336166

Room # 130

This facility has surely been failing lately. On an earlier stay (6/16/21 Confirmation: 21294879 & 6/23/21 Confirmation: 29924905) the common areas A/C was not working, and an extremely foul odor was present throughout the 3rd floor. Also, the outdoor pool was closed due to not being able to obtain chlorine to sanitize water.

Now upon arrival 0n 8/12/21, we where informed the elevator was not working after being assigned a 3rd floor room in which you would be required to carry any luggage up to floor. Upon noting this was not going to work due to being seasoned (Older) guest and it would need to be changed to either the 2nd or 1st floor. The receptionist was very polite and was able to accommodate us in an ADA room (130) on 1st floor. However, later that evening when going to shower, I thought possibly my shoulder dislocated when attempting to close the partially opened glass door. After which it was discovered the one door was dislodged and wedged in the lower track along with a anti lift pin completely missing with very noticeable drag marks along the upper header track (See Below Photos). Surely not a new condition. So, since it was later in the evening, I managed to get the extremely heavy glass panel closed so as water would not get all over the floor area. Then after this while in shower, it was now discovered the supplied shampoo dispenser was completely empty. Remember, this is an ADA room, and cannot imagine why the cleaning people did not report this condition since it had to be clearly seen prior to this.

So, now it was also seen that one of the wall lights next to the bed was hanging oddly (See Picture) and then the phone was extremely dirty (See Picture) and noted the room as 128 rather than 130. So much for those highly praised sanitary room conditions. Now naturally these two conditions would not keep one from utilizing the room, but the shower condition was totally unacceptable. Someone could easily be injured or even possibly killed if this glass door fell onto them.

Upon checkout the following morning (13 August 2021) the shower door situation was given to the desk clerk and when noting the concern of possible injury due to weight of the glass door, it was just mentioned that yest they are very heavy and typically requires two individuals to lift and would log it accordingly. Therefore, and where is this going is to be aware since in a short period of time 3 strikes were encountered at...

Now having been a nearly 25-Year World Traveler, I have received much better care, professional behavior, and meaningful customer service from other IHG hotel staff than I recently received here in the USA during my last stay at this Suffolk, VA IHG location.

During my previous stay in December 2024, I booked 5 rooms for me and my party of guest, who were visiting for a church event the next day. Sunday morning, there was no hot water supporting my hotel room prior to my checking out.

Time was of the essence and due to the lack of hot water in my room, I had to take a very cold and uncomfortable shower prior to attending a church service that Sunday morning.

In the 24 years that I've been an IHG Ambassador member, I had never experienced this situation before. Albeit, situations like this do happen from time to time at every hotel, I didn't appreciate being ignored and it is reasonable to expect some professional courtesy from the staff regarding the resolution. I asked the lady at the front desk to please inform manager about my inconvenience and to ask him or her to please add 5000 bonus points to my account for my inconvenience. If needed, please call me to discuss any detailed explanations. My contact information is in the system. No one contacted at all. Approximately 1 month later (January 2025), I called and spoke to a lady, who said that she remembered me and my party and would be happy to notify the manager of my concern and request for compensation because of my inconvenience. No one called.

Bottom line, this is unsatisfactory! I've never felt more neglected, disrespected, and unappreciated than by the IHG staff at this location.

This personal inconvenience and how it was/was not handled reflects badly on the IHG brand as a whole regarding how members and guest are treated.

We deserve better customer care and respectful resolution of issues...