Holiday Inn Express & Suites Toledo West, an IHG Hotel — Hotel in Toledo

The room had poor plumbing, as I was taking a shower the water sat in the tub and just built up. The sink had the same issue. When you wash your hands or brush your teeth the water just sat and built up. When I called down to the front desk nobody answered and I called back to back to back as I got dressed. When I left to attend the party I was in town for nobody was at the front desk to inform them of the plumbing. When I come back the 3rd shift staff was there and apologized and said they were fully booked but he would let mgmt know in the morning. At 1030 the next morning I received a call from the front desk to let me know that someone was coming to fix the plumbing but in the same sentence told me checkout was at 11 and asked what time would I be leaving. I said I can leave once I’m able to brush my teeth and take a shower. 30 min later (at 11) maintenance shows up. He fixes the plumbing and it takes him about 30 min. So I thank him and then go into the bathroom to shower and wash up, but I see that all the hair and grease and black stuff that came out of the sink drainage was on the floor, walls, towels, and clumps of slimy hair was in the trash (not my hair). So I called down to the front desk to see if someone’s could clean that out so I could wash up. The person on the phone said I’ll see, I need t ask my manager. I was confused by that comment so I said I’ll just come down and speak with the manager about my entire experience as a guest. I go down there and Valerie Weber (general manager) comes out of a back room with negative energy from the get go. So she was like how can I help you. I proceed to tell her my experience beginning with getting in the shower the day before and how the water just sat there. Her response was “but you still took a shower though right??? “ I wasn’t expecting that so I said yes but that would have been the only way I would be able to notice that something was going on with the plumbing. She then said so what’s the problem? I’m confused on what the problem is if you were able to take a shower,… she said so what do you want from me?? I explained to her that I didn’t want anything I was sharing my experience as a guest in The hotel that she “manages”. Her body language gave me IDGAF. But I continued to explain that now the plumbing is fixed but the maintenance guy left the bathroom in unsanitary conditions and I called down to see if someone could come clean it up. She says to me well he is not house keeping he’s maintenance and he doesn’t clean. I was so dumbfounded, I was in disbelief that she had that kind of energy. So then she says again what do you want me to do and reminded me that checkout was at 11 and it was now 1130. My mouth just dropped I said there was no point in talking to her anymore I just wanted to file a formal complaint at that point because she was so disrespectful, never apologized for anything that I experienced, her only agenda was to make sure I checked out at 11 which I was not going to do until I was able to at least take a shower and brush my teeth. Like the fact that you can’t do the bare minimum things that you expect to be able to do when you purchase a $150 hotel room and then get treated like you’re the problem by the MANAGER Valerie Weber who did not show one drop of empathy (I’m sorry that you had to experience that) not anything except what time are you checking out???? I have never had an experience like this and be treated in such a manner. Stay away from this Holiday Inn & Suites Express Toledo West if you want to be treated like a human being. I’m not knocking all of the Holiday Inn’s, just this specific one. Guest Services is the absolute worst. Specifically Valerie Weber…she has no business in...

My husband and I usually stay at Holiday Inn Express or other IHG properties when we travel. Our overall preference is Holiday Inn Express as they have modern rooms, great breakfasts, the best coffee machines with freshly ground COSTA coffee beans and friendly service. We often travel to Toledo, Ohio, to visit family and stay between 5 to 7 nights. During our last two trips we stayed at the Holiday Inn Express on Secor Road. I know we are considered long-term guests but this hotel does not make up the rooms every other day, or every other third day, but only after the guest checks out. This is completely different than the other Holiday Inn Express properties we have stay at. This situation was particularly bad during our last stay on Secor Road March 16 to 24. When we pulled the covers back to go to bed, we were shocked to find a poop stain on the sheet at the foot of the bed (It looked like a someone changed a baby’s diaper). It was our first night and it was late and we knew housekeeping was gone for the day, so we laid a towel over it and went to bed. The next morning, we asked the front desk to please change our sheets. We didn’t say why because there were others guests at the reception desk. When we came back to the room later that night, the bed was unmade and bathroom untouched. We put a towel over the spot again and went to bed.

On the third morning, I again asked to please have our sheets cleaned. This time I explained why we wanted our sheets cleaned. When we arrived back to the room later that day the sheets were still not changed and the bed was not made.

On the fourth morning, I spoke to the General Manager, Valerie Webber. I told her our sheets and room were not made up during the first three days of our stay. She said housekeeping did not make rooms up for long-term guests, only when they leave. I told her why I wanted the sheets changed and she acted disgusted that we slept on them for three nights. I explained that we had no choice and asked for the sheets to be changed but it was never done. She told me the housekeeper had gone to our room earlier that day but she didn’t change the sheets because stuff was all over the bed. I told her that was completely false and a poor excuse. She also told me that the Holiday Inn Express is not meant for long term guests, only for a night or two. This statement seems odd as we were currently on a long term stay at the Holiday Inn Express in Statesboro, Georgia, and our bedroom has been made up every day.

We have a long-term visit in Toledo at the end of April and we’re staying at the Hampton Inn Hotel next door to the Holiday Inn Express. Hampton Inn confirmed with us that they welcome...

Yes, I know this hotel has been open only a short time, but it's dirty, run down, and overall deplorable.

We called a couple of times to coordinate the reservation, and the hotel desk staff was generally not-informed or not well trained. When we arrived in person, this continued to ring true.

Where do I start? At checkin, even though this was a reward stay, I was charged $20 at checkin (nobody advised this to be the situation). There was another customer asking repeatedly about the status of the elevators (Evidently, he had been waiting on them to arrive to 1st floor for 10 minutes, while one reported on floor 1 and other on floor 5). One person behind the counter was checking us in, and two others were making busy work. Finally, as we are walking away one of the 3 people begudgingly said she'd go upstairs and check in out.

We finally got checked in and shown our room, and as we proceeded further into the hotel, the stench (just overall smell of not clean) increased.

We hit the elevator button again (already pushed and lit) - we waited a few minutes and finally the floor 5 elevator began moving down. We entered and went to our room.

Our room was a frigid 64 degrees, and again had a musty, dirty smell. My husband went to the lobby to get a cup of 'always hot' coffee. It was empty. He asked front desk staff, and was rudely informed 'we don't make it after it gets so late' - so, no 'always hot' coffee for him, and back to the room. Elevator is now down again, so he let the front desk guy know, and was given a response 'ugh!'. He then walked up flights of stairs to 5th floor for bed.

We checked the bed for critters, and proceeded to bed.

Next morning, we get up, shower and try to leave - elevators both have out of order sign. 'Sorry for the inconvenience' - This is no 'inconvenience', this is an issue! I am a disabled guy, who now has to walk down stairs from the 5th floor. We just sold our house with stairs so that our bedroom is on the main level because I kept falling down. There are days that I have to use a wheelchair for mobility. Lack of an elevator from the 5th floor isn't an 'inconvenience', it's a requirement. There are reasons that anything over 3 floors MUST HAVE an elevator. There are reasons that HOTELS MUST HAVE elevators.

I'm a Platinum Elite Member (Spire Elite until this year), and this definitely in the top 5 worst hotel experiences that I have ever had. We will not be...