Holiday Inn Express & Suites Tampa North - Wesley Chapel by IHG — Hotel in Wesley Chapel

I stayed in the Holiday Inn Express & Suites : Tampa North - Wesley Chapel on January 4, 2020. The hotel stay was fine but the staff is a problem and I had a huge issue around some left items.

The staff were the nicest but most ineffective group of people who do not understand customer service. On the day that I checked out, the power went out shortly before I checked out...no problem, although no one apologized or said anything. I guess they hoped I didn't notice. I didn't have a car so I called an Uber and had to meet the car outside of the hotel on the 5th. I couldn't have the bill since the power had just went out, which is no problem since I could go online and get my bill.

Shortly after I got into the my Uber, I realized I forgot some of my items in the bathroom. When I arrived at my next location (Saddle Brooke Tennis Resort), I called the hotel to ask about my items. I was put on hold for about 15 mins and then a young lady told me she saw that someone logged items in the system but she could not find them. She then told me to call someone named Sadie about my items the next day. I called around 12 noon the next day and spoke to someone that was pleasant but USELESS and told me someone would call me back and that didn't happen. I had to call back again and was put on hold for 10 mins and then she told me she couldn't find my stuff. I told her in detail what I left but she again told me someone would call me about my stuff if it was found. WHAT?!?! I knew I wasn't going to get a call back. She was not interested in helping me. I then explained to the young lady that I was leaving town the next day. I asked her how I would get my stuff. She nicely told me I had a CC on file and if my stuff was found they would charge my card postage and send it to me. TERRIBLE customer service. I could not have this person working for me. I have left items at hotels before and have NEVER had a problem. I would like to think my items were not STOLEN by hotel staff at your hotel. This is a normal thing for customers to leave items. Yes, its my fault that I left my items but it’s not my fault that the power went out and I was in the dark and could not see the room clearly to locate all my items. There is a process and policy for this at hotels because it happens ALL THE TIME. I really want my items back and I'm reaching out to get my items returned to me. I would like my items back along with some accountability. I am very skeptical disappointed at the staff...

We booked a reservation almost a week in advance to only end up being placed in an accessibility room that had accommodations for people in wheelchairs. We are not handicapped. This made no sense whatsoever, and everything we had to bend down to reach in the room. After going to the front desk and complaining about it, we then had to get moved to another room by the front desk staff, only to end up with extremely noisy and abusive guests in the room next door to us; they were screaming and yelling in that room, and they didn’t stop until late into the evening. On top of that, the loud noise and terrible experience was made even worse by the fact that all that separates these rooms from each other is a single door. We were even smelling marijuana in the hallways as well. Completely unacceptable!

The front desk staff is non-existent when you go downstairs most of the time, you’re just left standing and waiting around to see if anyone is even going to come to attend to you. The room service we used to get from housekeeping last year was so much better, but now? It was non-existent. Also, there was housekeeping staff that had zero manners and was screaming down the hallway at guests or other housekeeping staff by the looks of things on the second day of our stay there at the hotel. The front desk woman who was there during the morning shift also had zero manners, didn’t acknowledge or look at us when we would approach the desk with an inquiry, and when my son greeted them in the elevator, she didn’t say a word or even look at him.

Speaking of which, during our entire stay, there was only one working elevator. How is that acceptable at all?

The only good thing I can say about this place is the breakfast and the breakfast staff. The woman who placed the meals out each morning was incredibly polite and friendly, and she remembered us from last year while none of the other staff remembered us at all from our stay last year. The breakfast was top-notch; one of the best breakfast buffets we ever had at any Holiday Inn.

It is so sad that such a beautiful and lovely hotel last year has now become such an awful place due to mismanagement and poor service from the front desk and housekeeping. We feel like the quality of the experience has gone extremely downhill, and it is a shadow of its...

When I walked into the room, I was impressed by the fresh, modern design and spacious layout.

The breakfast buffet was one of the best I’ve seen in a budget hotel, offering a variety of tasty options. If you’re looking for a quiet, uneventful stay, this property is definitely worth considering.

The downsides:

Cleanliness: While the hotel appeared clean, it wasn’t. We found knots of hair on the room carpet and in the bathroom — a sign the room wasn’t properly cleaned between guests. -1 star for cleanliness.

Staff & Service: My child fell ill on the day of check-in, and his condition worsened overnight. Our flight wasn’t until 9 PM, but check-out was at 11 AM. I explained the situation and asked if they could accommodate us in one of three ways: Extended checkout until 2 PM (I’m a long-standing IHG member, and the website states late checkout is a perk if rooms are available). Paid late checkout until 6 PM (an option at many hotels). Not a preferred option, but booking an extra night so we can continue to use the room for a few more hours.

Despite having rooms available, the staff refused all options:

• They claimed their property never allows checkout past noon — contradicting the IHG website policy. • They didn’t offer a day rate or paid late checkout. They said only properties near the airport offered this. • Since I booked through a third party, they wouldn’t let me pay for another night unless I checked out at noon and returned at 3 PM.

This rigid approach felt lacking in empathy and customer care. For contrast: • Universal Orlando gave us a voucher to return anytime after we missed our visit due to my son’s illness. • Mainstay Suites Tampa let us check in 3 hours early (after we checked out of Holiday Inn) so my son could rest. Note: Mainstays is a great alternative, even though we only stayed there for a few hours, we found the rooms to be excellent and included breakfast and a full kitchen (including a dishwasher!).

These businesses didn’t HAVE to do this, but they chose to prioritize kindness and customer satisfaction. Meanwhile, Holiday Inn, despite having the flexibility to help, chose not to. - 1 star for their unwillingness to accommodate.

Overall rating: 3/5 — A good hotel, but cleanliness issues and an inflexible, unsympathetic staff tarnished...