Holiday Inn Express Haskell-Wayne Area by IHG — Hotel in Wanaque

I made a reservation far in advance as part of a wedding block. I was told king beds were not available, only a double room which was completely fine. I called several days prior to our visit to see if early check in was available and was told yes, 1 pm. Note: check in is normally 3 pm. We traveled 1 1/2 hours and arrived at 2 pm

We were told no rooms were available and to come back at 3 pm. We waited in our car to prevent grouping in the lobby with others during a pandemic. We returned inside at 3 pm and was told still no rooms. During this time, every person who was waiting in the lobby earlier had recieved a room. 2 of our friends who had the same room type (double) walked in and immediately got a room. The shuttle for the wedding (paid for by the couple) was leaving at 3:45. We waited in the lobby in hopes of getting a room before the shuttle left in hopes of having somewhere to get ready. We never recieved a room prior to having to leave for rhe wedding on the shuttle and had to get ready in another person's room. No shower, no hair, no makeup for this wedding. We were welcomed to sit in their lobby "because it is free". We paid for a room, I dont need a "free" lobby. We paid to use this lobby. We recieved a call at 4:30 saying our room was ready. That was 3 1/2 hours after we were told that we could check in. Janet at the front desk was rude, made comments about us as we sat 10 ft away and seemed to thoroughly enjoy our inconvenience. She stated she would discount our rooms. I got a charge at 4:30 while checking in over the phone. The following morning, before even checking out, the hotel charged my card more money. Our discount for making a pregnant lady sit in their lobby, not being able to get ready for a wedding and for Janet's attitude and disrespect towards us infront of other patrons: not even ten dollars. Not worth it. If you block rooms for your wedding here, dont count on your guests being ready or able to use the shuttle that you've paid for. Do not count on early check in. Also, dont depend on the check in time listed on your reservation. Janet should not be working within customer service/hospitality. She was a very poor representation for for the hotel and company. I was one of MANY guests of the wedding who experienced this issue. Don't bother...

We were staying at this hotel for my mother in law’s funeral.

This is the closest hotel to our family in this area. We had reserved 2 separate rooms. Our original stay

was to be for 5 nights. We left a day early because we could

not endure any more problems with this hotel.

Unclean rooms - dust, stains on linens, obvious dirt

on the furniture (including on top of the bed), and hair in the

bed. But the most disgusting find were several toenail

clippings in 2 separate rooms!

Insensitive to our family’s circumstances - we had to switch

rooms 3 times. The first time was because of the nail

clippings. The second time was due to a “water issue”. The

third time was immediately after the second time, because

there were nail clippings in the second room! These room

switches caused us to miss needed time with our family and

unnecessary, additional stress and aggravation. Only 2 staff

members, of the several that we had to deal with, were

understanding, sympathetic, and apologetic regarding our

circumstances.

Lost sleep - a staff member and her children were

staying 2 doors down from us. They were running up and down the

halls, screaming, yelling, banging on and slamming doors,

playing hide and seek from 8 pm till 11:30 pm one night.

When we asked to speak to the business manager, we were told that they do not give out phone numbers and that he did not have a business number.

We were compensated with 15% off our bill.

This was a very emotionally exhausting trip for us. We do not

feel that this hotel was understanding, compassionate,

nor sympathetic to our needs.

We will not be staying at this hotel again. I do not recommend...

I was in town to visit my sister who was in the hospital for a terminal illness. On the night I arrived the check-in was long and the air conditioner was broken. I had requested a king room and was placed in a room with two beds.

The next morning before leaving for the hospital I called the front desk and asked to be moved. I was told it would be a few minutes. An hour later that I was still waiting in the lobby with all my luggage for a different room. The girl at the desk said they were understaffed and she was not able to help me at that time and to sit and wait. She was very curt and rude. When I asked to speak with the manager she was unbelievable rude and told me it was check out time and she would get to me when she could. I explained my situation and she gave a rude response.

After a little over an hour I was eventually moved to a different room and was able to depart for the hospital.

The next morning when I asked for half & half for my coffee (the pitcher was empty), I was told breakfast was ending in a few minutes and they would not refill the pitcher or get me any. He did push a bowl with two individual vanilla creamers in my direction and said "here, use this".

I will say the housekeeping staff was very attentive and kept the room nice and clean.

As a Platinum member that travels often and only stays at the Holiday Inn when possible, I was shocked by the staff and the treatment to the customers. It was my most disappointing experience to date. I have never written a poor review for any service before, but this on was just too much to ignore.

Again the place was clean, but the staff and manager were horrible. I suggest training or...