Holiday Inn Express Milwaukee-West Medical Center by IHG — Hotel in Wauwatosa

My family and I checked out of the Holiday Inn Express-West Medical District in Wauwatosa this morning. We had three rooms for two nights each. First of all, the staff I interacted with was very nice and our room was clean. I understand that this is not a brand new hotel. However, there are a lot of issues beyond just age. Some things that were more troublesome was that the door to our room did not automatically close. Someone had to put their weight on it to get it to shut. The same was true of our bathroom door. Then, getting the bathroom door back open was super loud because of how much it stuck. My husband is 6 foot 2 inches, and he stood taller than the showerhead. Also, the stopper for our tub was no longer attached. Our shower curtain had holes in the top, so it wasn't hanging quite hanging correctly. Although the towels appeared to be clean, they were old and worn. The shower in the next room over was so loud that I went to our bathroom because I thought there was a leak in our room. My son accidentally turned the heating unit on, and we immediately knew that he had done it because a heavy burning smell permeated the room. There were some kind of traps in the stairwells by the doors. I understand either bugs or rodents can get in; however, the door between the stairwell and the hotel was propped open with what appeared to be a weight for exercising. Even that would have been okay but there was quite a large gap between the floor and the bottom door to our room, and we were the next to last room from the stairwell. I worried there might be critters joining us.

Then, my parents and brother and sister in law were on the third floor. The entire time we were there, one of the rooms by my parents had a trash can on wheels outside of it and cleaning supplies on the floor next to the room. My son is old enough to know better than to get into cleaning supplies, but I did worry that some other child might get into them. Moreover, why couldn't those items just be put away? My parents' room also had a nasty musty smell whenever they attempted to use the air conditioning unit.

On the morning of June 15, the fire alarm went off at approximately 7:15 in the morning. Things happen. I get it. We were thankful it was a false alarm. However, there was no communication from staff on what was happening once we got out of our rooms. I happened to be close to the lobby when the firefighters walked in. The lady at the front desk told the firefighter that someone took a steamy shower and triggered it. That kind of seemed odd to me, but we returned to our room. We returned to get breakfast at 9:30. By that point in time, there were no cinnamon rolls, milk for the cereal, fruit, eggs, or bread/whatever else was supposed to be in that case. I understand that breakfast is over at 10, but I kind of expect food to be restocked until at least 10 minutes before. We went on, but my husband checked back a little before 10 and even less...

Visited this hotel April 7-9 2019 and didn't make it to the hotel until after 10pm. At which time we were notified that our room had been assigned to someone else even though I prepayed for a King suite to afford us 2 rooms as our party included a very loud snorer. After about 30 minutes the guy at the desk was able to find us what I was told was the only room in the hotel, the executive king suite. Which sounded great on the surface. However once getting to the room it was just one room with a king bed and a couch bed. Did I mention the freight train my son and I were about to sleep next too for the next 2 nights. The room itself was dirty and apparently not booked very often. There was a newspaper on the coffee table dated Dec11th 2018. In addition the room itself was dirty and very dusty and was in need of a good vacuuming, There was a used K cup in the coffee maker and spotted cow in the fridge and a condom ( unopened ) in the nightstand. I called the front desk and shared our findings and was told sorry there is nothing we can do we are booked. Now back to our guest. He pulled out the couch bed and there were no sheets or extra pillows in the room at all, again we called the front desk and were told they would be right up. No one ever showed and he fell asleep using the back cushion as a pillow. As for my son and I, Neither of us slept due to the snoring right next to us. Remember I booked a 2 room suite for this reason. Around 3am my son went into the bathroom and layed on a towel in the shower in order to get a couple hours of sleep. We had to be up at 6am to make the event we were attending. On our way out I advised the front desk of the conditions in our room again and she said they would address it right away. Upon arriving back that evening nothing had been addressed other than 2 new towels and the Dec 11th news paper was gone. Still no blankets for the spare bed and just as dirty as before. K cup still in coffee maker and Condom in the nightstand. And another sleepless night. Thankfully a friend took my son with his family so he could get a decent night sleep. Upon check out I spoke to the front desk clerk and addressed my concerns. She was polite but appeared to be interested in the young man standing behind me as she kept adjusting to see him and never made eye...

The room was organized and clean. The front desk service was great, but the reason i give it 1 star is because the breakfast service was the worst service i've ever received on vacation. Me, my disabled sister and my 14 year old girl were getting breakfast at the hotel. The breakfast worker, Tywona was silently watching and staring at us the whole time we were getting our food. I saw Tywona followed me and my disabled sister as I helped my sister getting food into her plate and gave us a weird look. It had made me and my family feel very uneasy. My daughter was getting herself some bread. She had touched the top piece of the bread because there was no utensil for bread at the moment so my child thought she could just grabbed the top one with her hands. Tywona started scolding my child as my child started grabbing the bread, "You just touched everything with your hands!! You can't touch everything with your hands!!" and proceeded to give my child a disgusted look as she yanked the tray away from my child and threw all of the bread away, didn't even let my child get the one she had touched. My child explained to me that she didnt use the utensil because Tywona had it and she didn't know that the utensil Tywona had was used for bread. My child ended up getting no bread so she just got herself an omlette and a few mini pork sausages. Is this how Holiday treats their customers? While we were eating, I noticed other guests came into the breakfast room, Tywona welcomed and greeted, and treated them totally different from the way she did to us. Instead of Tywona scolding at my child, she should at least let my child get the top bread that my child touched (only 2 left in the tray) and kindly remind her that she should've use the utensils. I understand that my child should've asked for utensils but as a worker in customer service, she should be respectful, more professional, and polite to everyone no matter what race they are. This happened at Holiday Inn Express Milwaukee - West Medical Center by IHG 11111 W North Ave...