Holiday Inn Express Vernon - Manchester by IHG — Hotel in Vernon

My 75-year old father was coming from New York to see his grandson for Grandparents Day at his school. Since the grandparents day was at 9am, I booked a room at this hotel so he would have somewhere to stay overnight before the event. Apparently the weather wasn’t great up in Albany , so he made a decision to not to drive to CT. the night before and arrive the day of instead. I called the hotel to refund the room because we no longer needed it, was told by the front desk the person he had to ask a manager, who was on a conference call and I would be notified by email when the refund happened. About 3 hours later, I called back because I never received an email, the front desk person said the manager denied my request. I asked to speak to the manager to see if there were any other options like a credit or to modify the date, because if my father comes today, he could possibly have somewhere to rest before traveling back to NY. The front desk person said he would give the manager a note to call me. I waited another 2 hours and no phone call so I called IHG customer service about the date modification, the woman said it should be no problem to modify the date of stay and she would just have to confirm with the hotel. She contacted the hotel and spoke to the same front desk person who said the hotel will not modify the request and to contact the manager, who would be there around 11pm. I called at 11:30pm last night and again at 5am this morning. No one is answering the phone. No manager has reached out to me. No hotel is perfect but it’s been good in a pinch, next to shopping centers and has breakfast included. It’s sad this is how they are choosing to treat returning customers. I wasn’t even worth a return phone call...

This hotel surpassed my expectations. From the moment we checked in, the experience was positive. The gentleman at the front desk named J.D. was polite, professional, and provided us with a warm welcome. We paid using an alternative method not yet well-known to everyone (Zip, formerly known as Quadpay). Zip pays for the room using a virtual credit card, and the customer pays (4) equal payments every two weeks with the initial payment due at the time of purchase. No interest. No fees. There was slight confusion, but J.D. took the time and patience to rectify the issue. We didn’t feel like we were a burden with a difficulty. He made us feel very comfortable and welcomed.

The room was very clean. I was pleasantly surprised to find full-size Dove shampoo/conditioner/body wash bottles in the shower. The rooms came equipped with a microwave and refrigerator discreetly tucked within a credenza.

The pool room was clean. I particularly enjoyed the balance in temperature in the pool area. It wasn’t overly balmy or cold. The pool temperature was perfect as well.

The gym is small, but well-equipped—and clean.

The continental breakfast definitely exceeded my expectations. The hotel has a diverse menu for those with curious palates. There was a pancake maker in addition to: waffles, bagels, English muffins, cereal, yogurt, omelets, sausage, etc. I’ve stayed at hotels in the immediate vicinity of Mohegan & Foxwoods that didn’t have such an impressive complimentary breakfast.

Checkout is at noon which was also a plus. The halls were quiet and clean. Everything about that stay was perfect, and I plan to return. Exceptional customer service coupled with an exceptional stay—what can be...

Stayed in King Accessible room with rollin shower.Room 101 Traveling with my adult daughter who is a paragplegic and needed to transfer from wheelchair to bed. Prior to arrival I called hotel to ask the height of the bed (for transfer purposes), which they said was 28" ! This is quite high for someone with no mobility other than to transfer. I asked if it was possible to lower the bed; they accommodated this request and lowered it to 25" and it worked great! The bed is extremely comfortable, too! The room is adequate for moving about in a wheelchair. I have to say the staff at this property is excellent, courteous, professional and VERY helpful and accommodating. The shower worked well for her, but is not totally ADA friendly... the shower gel, shampoo, etc is on the opposite side of the shower bench; no way to be reached. She brings her own products so was not an issue, but technically they should be placed in a more convenient place.

She was very happy with everything though!

Another thing to note is that there is no electrical outlet on one side of the bed and no lamp or lighting. Had to move the floor lamp, which had a long cord in addition to using my own extension cord, was able to use it on that side (the cord was draped over the back of the bed and this worked great for us.

Adequate handicap parking for a van with a ramp.

This hotel is VERY conveniently located right off I-84!

The breakfast was very adequate and coffee was great. A plus is they have a cool pancake maker.

I would highly recommend this Holiday...