Holiday Inn Express & Suites Chester-Monroe-Goshen by IHG — Hotel in Town of Chester

Good Evening

My family recently stayed at the Holiday Inn Express in Chester-Monroe-Goshen at 2 Bryle Place Chester, NY 10918 confirmation number 47659101. I must say this was a very poor experience. I understand that we are currently still dealing with Covid and I completely understand measures like limited breakfast, pool closed, no daily room cleaning and what seemed to be a towel shortage.

However upon our arrival our room was extremely warm, we checked the AC and it was blowing cool air but the blower speed was stuck on low and the compressor would run for 5-10 minutes and then cut out, then 5-10 minutes kick back on. We informed our front desk attendant and he came right up and saw that it was blowing cool air and said it was fine. I waited about an hour to see if maybe the room would cool down but it never did, at this point right next to the AC was cool but the rest of the room, including bed and couch where my daughter was going to sleep were what felt like 75 degrees. I went down to the front desk and told him the room was uncomfortable and what could we do. Being that the hotel was booked he offered to send the maintenance person first thing in the morning. I aggreged and that night my entire family got barely any sleep due to the temperature.

In the morning we had to follow up with the morning desk attendant and she said nothing was summited but she could send the maintenance person right to the room. At the time he arrived we were getting ready to go out for the day, he took a look and confirmed it was not blowing properly and said he needed some tools, he came back as we were leaving with a small tool bag and we told him he could work on it as we were out. We had a exciting and wonderful day at nearby Lego Land and after being in the heat all day looked forward to coming back to a cool room. When we arrived the room was still unbearable and nothing had changed, no note or message about the status of the AC reached us. At this point, very frustrated I was ready to check out, my wife calmed me down and went down to complain again, she was very stern with the front desk and someone else came from the back and offered her a commercial fan for the room. They brought it right up and it took the edge off and we were able to get a little bit of sleep but were still uncomfortable. We had to use the fan that night and the next.

I am no HVAC technician but a google search of the unit and the symptoms pointed to a control board problem with the unit. I feel like this would not have been a quick fix bit that it could have been accomplished by the time we got back had they had the parts on hand which I feel like a hotel of that size and that many units should have. Maybe I'm wrong there but never the less frustrated.

Also the TV was terrible as well, I'm not sure if the signal was run off an antenna or internet but the first night we only had a few channels that would work. The second day there were some different channels that work and some missing and the connection was terrible and finally the last day no channels would work at all. Maybe this was due to the weather? But why would a hotel run an antenna or satellite for the TV so that it could be negatively affected by the weather?

Overall this was a terrible experience I am very disappointed.

Thank...

I've stayed in this hotel about a handful of times or more over the last few years but this time it was pretty disappointing. Upon arrival and after checking-in, we noticed that the hotel is renovating. We were not warned of this prior to booking the room or even at the front desk. We figured it out when we got to our floor. Everything was covered in dust and breathing was hard for us because my sister and I both have asthma. We got assigned a room that was all the way at the end of the hall on the 3rd floor, and getting in was hard because the door handle was jammed. It eventually worked and we got in. It smelled like construction equipment and fresh paint- not a smell anyone would want their hotel room to smell like. I would've went back down to ask for a different room but I figured they would all smell like that. The room had half tile floor, half carpet, and the tiles were not set properly. It had cracks all along the edges and sharp pieces would come loose. I had my toddler son with me so I advised him to only stay on the carpeted side of the room, which was hard for an independent child to do. The bathroom was covered in hair on the floor and bathtub- it was really disgusting so I cleaned it myself. The bed sheets weren't on properly either, there was a big sticky spot on the table of the room, garbage (just paper) was already in the trash bin by the table, and there was no lamp on the table so the lighting was dim on one side of the room only. At night, there were banging noises all through out the night and people talking. The walls of this hotel were paper-thin! The first night was rough, we couldn't sleep well at all! My sister and I both suffered an allergic reaction and the beds smelled like a dog was in it. We're extremely sensitive to animal dander and had a reaction- not sure if pets are allowed in this hotel or why the sheets smelled like an animal but it did. The next day, we left before noon and I was hoping we'd get our rooms freshened up by the time we got back. We head back around the evening and our rooms were not cleaned. I was hoping to have had our beds made and the floor vacuumed at least but it didn't happen. The room attendant came by a little later while I was taking a nap and asked if we wanted our room freshened up or if we needed new towels. We said no, because where were we going to go while they cleaned up? It would've been so inconvenient for us. So I ended up making our beds and picking some crumbs off the floor with my hands. You book a vacation to rid yourself of chores but I ended up doing...

My family and I stayed here for one night. Check-in was pretty stale, I wasn't greeted happily for being a platinum club member or asked how I'd like my welcome package. Half of the hotel is still under construction. When we got to the room, it was really small. My son immediately found a chocolate bar on the floor by the beds, which is gross. There was also other items on the floor and hair in the bathroom, which grossed us out. The air conditioner was leaking fluids and the carpet was soaked! We decided to tell front desk of our concerns before leaving for the evening, and we thought they would take care of the issues while we were gone, but they did not. All they had done was turn the AC unit off, and turned out TV on for some reason. The carpet was still soaked and also left this gut-wrenching odor that hit us in the face when we got back to the room. We immediately grabbed our things and asked to be put in a different room. They accommodated us with no hassle to an upgraded room which was more than comfortable for us. The electronic shades for the window had no way of being used, so the shades were open the entire night and day which made it very uncomfortable for us to sleep. I asked front desk to walk me through the process of how to use it but she shrugged and said she doesn't know. Also, the door had about a 2-3 inch gap at the bottom and the master lock did not match up with the hole so there was no way of locking the door. I was able to figure it out after a LOT of struggle, I lifted the door with all my might and it was able to lock correctly. The sink counter in the bathroom looks as if it will fall off any minute now as well. Overall, I don't know how I feel about this hotel anymore. I've stayed here quite often and the last few stays here have been...