Holiday Inn Express & Suites Warsaw by IHG — Hotel in Warsaw

A dirty room upon arrival, during COVID, is not a good sign. The manager is a real piece of work; the remainder of the staff was very courteous and helpful. When we arrived, late in the evening, we were assigned a room and unloaded our family’s things. Upon entering the room, there were obvious signs the room was not cleaned appropriately, especially considering the extensive cleaning that should be happening with the pandemic. There was what appeared to toothpaste splattered on the mirror, urine splashed on the toilet and previous tenants grocery bag in the closet. From there we opened fridge and it had not been cleaned, there was obvious red gunk smeared inside and also noticed the floor had not been mopped. We immediately went down and requested another room, the front desk informed us there were no additional rooms for that evening as they had all been assigned out. There was no manager available to assist. We were pretty confident that the hotel was not at 100% occupancy but can’t necessarily prove that. They front desk agreed to come down and reclean the room. Two hours later, 11:30pm, we were able to get into our room. The next morning, we went down to talk to the front desk again and no manager available. We never actually did speak with her while we were there (although over the phone just recently, she told us she was there during one of the conversations we had at the front desk and also alluded to the fact that the front desk person has been fired anyhow; she almost seemed amused with herself). That morning, they told us they were taking care of our room. We didn’t know for sure what that meant but upon checkout, we checked in again to be sure and front desk told the stay was on them and gave a receipt with a $.01 charge; card on file was charged $.01 as well. All was well, until 5 days later when two more additional charges showed up on our card. Apparently the manager decided she didn’t to compensate us for our room and charged us for both Friday and Saturday night. We tried to contact her several times, along with the corporate number and keep being told we would receive a call back. That never happened. We were finally able to speak with the manger by catching her at the hotel. She really didn’t seem to care and she thought it was fine to just charge our card after we checked out in person and received a receipt showing $0.01 charge. She did agree to give credit us back one night but haven’t seen it yet. We also tried to connect with the corporate office as well and they are useless, apparently they stand behind their managers decisions, even if they have no integrity. We never asked for full compensation, that was offered by the hotel but to be given it and then charged later for it is pretty poor taste. We will NEVER stay at this hotel again and avoid Holiday Inns as well, considering they have poor customer service.

Update: finally received a refund for one of the nights. Ridiculous the amount of time we wasted on trying to make that happen. Still plan to NEVER stay at a Holiday Inn again. Canceled reservations for the upcoming weekend and booked at...

A dirty room upon arrival, during COVID, is not a good sign. The manager is a real piece of work; the remainder of the staff was very courteous and helpful. When we arrived, late in the evening, we were assigned a room and unloaded our family’s things. Upon entering the room, there were obvious signs the room was not cleaned appropriately, especially considering the extensive cleaning that should be happening with the pandemic. There was what appeared to toothpaste splattered on the mirror, urine splashed on the toilet and previous tenants grocery bag in the closet. From there we opened fridge and it had not been cleaned, there was obvious red gunk smeared inside and also noticed the floor had not been mopped. We immediately went down and requested another room, the front desk informed us there were no additional rooms for that evening as they had all been assigned out. There was no manager available to assist. We were pretty confident that the hotel was not at 100% occupancy but can’t necessarily prove that. They front desk agreed to come down and reclean the room. Two hours later, 11:30pm, we were able to get into our room. The next morning, we went down to talk to the front desk again and no manager available. We never actually did speak with her while we were there (although over the phone just recently, she told us she was there during one of the conversations we had at the front desk and also alluded to the fact that the front desk person has been fired anyhow; she almost seemed amused with herself). That morning, they told us they were taking care of our room. We didn’t know for sure what that meant but upon checkout, we checked in again to be sure and front desk told the stay was on them and gave a receipt with a $.01 charge; card on file was charged $.01 as well. All was well, until 5 days later when two more additional charges showed up on our card. Apparently the manager decided she didn’t to compensate us for our room and charged us for both Friday and Saturday night. We tried to contact her several times, along with the corporate number and keep being told we would receive a call back. That never happened. We were finally able to speak with the manger by catching her at the hotel. She really didn’t seem to care and she thought it was fine to just charge our card after we checked out in person and received a receipt showing $0.01 charge. She did agree to give credit us back one night but haven’t seen it yet. We also tried to connect with the corporate office as well and they are useless, apparently they stand behind their managers decisions, even if they have no integrity. We never asked for full compensation, that was offered by the hotel but to be given it and then charged later for it is pretty poor taste. We will NEVER stay at this hotel again and avoid Holiday Inns as well, considering they have poor...

I called the Holiday Inn Express for the sole purpose of booking a conjoining room. I called the hotel directly to inquire about conjoining rooms as this was necessary for our stay. I was told that I could book the conjoining room, however it will not be guaranteed a conjoining room as that is not policy but "if I check in early I could definitely get my conjoining room." This should have been my first sign of deception. I was then told that the conjoining rooms were suits and I had to book as a suit. I was booked a king suit and a conjoined queen suit. I kept inquiring that these are indeed conjoined and was assured. If finished the booking process. I called 3 days prior to my stay to confirm reservations and the conjoining room. I was told that I am confirmed and "yes, you may check in early by phone to get the conjoining rooms." I called the morning of to "check in early to get my conjoining rooms" and was told (by Tammie) that no, the conjoing rooms were not available. I was told that there was 2 conjoing room sets available, however a single family was using 1 of the rooms on the 2nd floor and another family was using 1 of the rooms on the 3rd floor therefore I do not get a conjoining room. I asked for a refund so I could go to another hotel with conjoining rooms. I was told "no, only the manager can do that and the manager would not be in until Monday." I was so stressed. Finally Tammie moved my rooms so they were at least side by side. Tammie apologized profusely. My family had to make the best of the situation. Upon checking in, I inquired to Dusti at the front desk about conjoining rooms to ensure that conjoining rooms still were not available. Dusti stated "there are no conjoining rooms in this hotel". What?!? We went up to our rooms and once settled my husband and I walked back down to reception. I spoke with Dusti again and after questioning I was told the same as earlier "there was 2 conjoing room sets available, however a single family was using 1 of the rooms on the 2nd floor and another family was using 1 of the rooms on the 3rd floor." I asked Dusti why she lied and she simply replied I am just doing my job. I have called on 5/6, 5/7, and 5/8 to speak with the manager, I left 3 messages over 3 days with no call back. Finally on 5/8 I was told that the manager is out until 5/10. As of 5/11 still no reply to...