Holiday Inn Express Voorhees - Mt. Laurel, an IHG Hotel — Hotel in Voorhees Township

A pair of pants was taken from my room and the staff was unhelpful and rude. The airport lost my luggage so I did not have a change of clothes. I borrowed a dress from a friend in the area changed into that dress in my hotel room after work, washed my only pair of pants that I had and left them to dry in the room on the bathroom door. I ended up staying out with my friend as they were closer to the airport where I had to go recover my luggage. The pants were the only things that I left in the room and I left them because they were wet. I came back the following day after work and my keys did not work on the door so I had to go down to the front desk. When I got in the room it appeared to be re-set for a new stay (soaps renewed, more than the typical cleaning) and my pants were missing. I went down to the front desk and to inquire about my pants and the there was girl working the front desk (I can't remember her name it had an apostrophe in it, she was very sweet) There was also some young male who was just sitting behind the desk playing on his phone (probably staff but not currently on the clock). Anyways as I said to the girl actually working the desk "There are pants missing from my room" the guy sitting behind the counter chimed in "are they black?" and in fact they were black pants and I had not mentioned that detail yet. He then continued to say "some lady said that she found some black pants". The girl behind the desk was very helpful and had me go with her to the head of housekeeping office where there seemed to be a collection of missing articles of clothing in bags but not my pants. Anyways we couldn't find them. I was checking out the following day and I asked the front desk again (different guy Mike? I think) he took my information as housekeeping wasn't in yet and I had to leave for work and then catch a plane. I called back hours later while waiting for my plane where I had a very ugly conversation with Donna head of housekeeping where I retold my story how my room looked like it had been re-set for a new check in because my keys didn't work and that I understand it probably looked like I had checked out because I didn't leave anything in the room except the pants and that someone that the hotel let behind the front desk knew about a pair of missing black pants. All she told me was that she didn't have anything and if I had left the anything in the room then the maids weren't allowed to touch things as I was a stay over. I understood her point however the facts remain that I know I left those pants in the room because they were wet, my room had been completely been re-set and someone who had access behind the front desk area volunteered the fact that the pants were black. I asked to speak with the manager and was told that Donna was the manager until I pressed the issue ad was eventually transferred to some other woman who said she would do an investigation and follow up. That follow up never happened. End of the story is it's my word vs the owner/ head of housekeeping and I understand that the item is of little value and removing the pants would be against protocol since I was a stayover and i'm sure that people leave stuff in hotels all the time (I saw all the bags of other peoples clothing) But I travel for business a lot and actually rather infrequently with the IHG chain of hotels, I know I left them in the room to dry and am very disappointed with the way I was treated. Honestly all I want is those pants back, I have to wear certain pants for work while on site. Or at least a follow up about the "investigation" that the woman claiming to be the general manager told me she...

Random Man Opens Door on my wife and daughters

Management dismissed concerns

I am deeply disappointed and alarmed by my wife and daughters’ recent stay at Holiday Inn Express Voorhees - Mt. Laurel.

My wife and two daughters checked into their Room around 10:50 PM, expecting a safe and secure environment. However, just 25 minutes later, at approximately 11:15 PM, a man attempted to enter their room twice with a working key. Thankfully, the door latch was engaged, preventing entry, but this incident was terrifying and entirely unacceptable.

When my wife confronted the man through the door, he claimed it was a mistake, saying, “Oops, I thought this was my room.” She immediately called the front desk, who responded dismissively with, “Oh, he said his room number was… (their room), send him back down” There was no apology, no urgency, and no follow-up to ensure my family’s safety. They should have called her back once they recovered the key.

The front desk should have been aware that the room was occupied by three female guests, checked in less than half an hour earlier. A simple ID check or verification process could have prevented this dangerous oversight. This raises serious concerns about the hotel’s security protocols.

Upon checkout on July 31, my wife requested to speak with the manager but was told they were “busy.” The clerk instead tried to appease my wife by discounting $40. When she finally told me (she didn’t want me freaking out while she was staying there) I immediately called left a voicemail for the general manager, expecting a prompt response, but received no callback. I then filed a complaint with IHG Guest Services, who assured me the GM would reach out within 48 hours. Almost 2 weeks later, after no contact, I followed up and was informed the GM had reviewed the case and apparently deemed it a “non-issue” because, according to them, my wife didn’t alert the front desk until checkout. This is patently false—she called the front desk immediately when the incident occurred.

This experience reflects a complete failure in guest safety, customer service, and accountability. The staff’s nonchalant response, the lack of follow-up, and the GM’s dismissal of a serious security breach are inexcusable. For a family traveling with young children, this incident was not only unsettling but also a breach of trust in a brand we expected to prioritize our safety. I strongly advise others to reconsider staying at this location until significant improvements are made to their security and customer service practices. We will not be staying with Holiday Inn again.

Stay July 29-31 Left GM voicemail July 31 Called corporate July 31 Final call to...

We checked in later in the evening. The women who took care of this provided no information and said, "Here you go," when handing me the key cards. No information about breakfast hours, pool hours, elevators or even our room. I was too exhausted to inquire. Of course, the next morning we all missed breakfast as I didn't have the schedule and breakfast ends at 9:30am and we came down a liter after 10am.

When we first go to our room, I noticed that the door to the room next to us wasnt closed all the way after the guest entered. I mentioned to my husband that we have to make sure to close the door after we leave the room. That day we left our room after 10am (making sure to close door) and didn't return again till after 6pm. When we got out of the elevator, I could tell our door was open. My heart stopped not knowing what we would encounter behind the door and why it was open.

We entered to find no one in there thankfully but shocked and angry at finding our door open. When we book hotels we do so expecting a safe, trusting and comfortable stay. This was not provided. It was evident house keeping had been there as our beds were made but we have no guarentee who may have entered our room or what could have happened in the 8 hours we were gone.

The unknown leaves us feeling our space was violated and our sense of trust non existent. On top of this, we discovered our key cards were no longer working. I went to the front desk and spoke with Joe and Gabriella about the shock, anger and disappointment. We received the typical apologies and story of how they don't have thefts here. Sorry Joe, this goes beyond theft. We simply didn't have a pleasant, safe stay. Keys cards no longer working, which Joe believed to be the battery on the door but when he reprogrammed our cards, they worked no problem and opened the door, plus door open and I don't know what could have been done or tampered with in the 8 hours we were gone.

As for the rest of the stay, I was shocked by state of the bathroom in our room. The sink was cracked and instead of replacing it, a half ass job was done at an attempt to glue it together by silicone, leaving a thick layer in the sink. The bathtub caulking had black mold all around. We did head to breakfast the next morning. The flies were extreme. We sat at the tall table and when we looked up at the ceiling, there were 20 plus flies gathered. Ew. Breakfast was then done.

Our beds were comfortable and location was great to our plans. I couldn't in good conscience advertise this place to anyone as our safety and trust...