Holiday Inn Express West Palm Beach Metrocentre by IHG — Hotel in West Palm Beach

I had a two day reservation, because my family was planning to go to the water park not to far from Hotel. The front desk representative was a very nice lady. However the room that was given to me was very hot and missing towels and wash clothes. So my husband went down stairs to talk to management, about getting another room. My husband was greeted by Vante Sims. My husband said Vante went above and beyond to get us into a cooler room and was very helpful, which we didn't check into till the next morning because me and my son was sleeping. The rooms where very clean. So we check in that room the next morning before going to the water park. However, when we came back my husband was at desk because he let his key and ID with me, so I had to come back and bring it to hi. To sum up everything, the police was called and we was kicked out and was unable to enjoy the cool room Vante had got for us. The supervisor (Tony) that was on duty got into a yelling battle with my husband and my husband because mad and upset when the supervisor (Tony) disrespected him after explaining to my husband he need an ID, so two men are in lobby argue like two male bulls after both said smart comment to each other, which everything was video recorded. At the end of the day the supervisor should not have got out of character the way he did with a guess that was already frustrated with the hotel room from the previous day. I love IHG hotel and we are reward members, so we always book hotels every month with IHG everywhere we go because we travel a lot and this is my first and only time staying at this hotel and I never had an issue with IGH. We ended across the street to the courtyard Marriott, which was a great hotel and cheaper and me and my husband will become member for all Marriott hotels to expand our options. I'm glad I'm glad my son recorder the whole incident, so I can remember to not book this hotel every again or recommend anyone there. Hopefully guess relations will call me back regarding my complaint. Thank you Vante Sims for having great customer service on our first day at hotel. keep it...

I have been a member of IHG for several years now and have stayed at numerous Holiday Inn Express hotels around the country. My mom, daughters and I stayed at this property back in August. We checked in and upon our arrival to our room, we discovered that the toilet didn't flush and there were ants on one of the beds. The front desk was helpful and changed our rooms immediately.

In the early morning hours in our new room, I discovered a massive roach in the bathroom. Someone from the maintenance crew came up to spray and kill the bug and shortly thereafter Frantz (manager) and of the other managers came up to our room and were just as disgusted as we were. They profusely apologized and seemed to be genuinely concerned about our comfort and satisfaction.

Frantz, my mom and I went back and forth over this situation for quite some time in a very professional and respectful manner. Nonetheless, we lost an entire day of our plans and missed two appointments because we were at the hotel much longer than anticipated.

As a courtesy, Frantz conveyed to us that our room would be comped not only because of the lack of cleanliness but we were completely inconvenienced by losing so much time. We left the hotel on friendly terms and I was quite confident that Frantz would stay true to his word and reverse the charges.

When we returned back home almost 2 weeks later, I checked my statement and to my surprise, the charge was never reversed. We called Frantz 3 weeks ago to follow up, thinking maybe it would take some time to reverse the charge and reflect on my account and his exact words were "Let me look into this. I'll get back to you." Needless to say, he never got back to me and the charge was never reversed.

I'm so disappointed at the lack of consideration and professionalism, especially because I really believed Frantz would do the right thing. He didn't hold true to his word and he didn't even bother to call me back after he assured me he would.

This location is dirty, unkempt and Frantz not holding true to his word is extremely...

Me and my family had a horrible experience. When we walked in the building it had a very strong bad odor in the entire building. We were grossed out and wearing a face mask it was that strong of a smell you can still smell it. We were hoping when we get in our room that it wouldn’t smell bad like it did at the front desk but unfortunately it stunk pretty bad in the room no ventilation. It’s the entire building. The staff there were friendly it’s just the hotel stay experience was just not good at all. The entire building stink so bad and we had to buy air freshener to put in our room. My recommendation is that they pull out the carpets and put in a new one because I believe the hotel needs a makeover. Also, there were pubic hair on the bed, it was pretty disgusting. The refrigerator in the room was not cold at all. My brothers ice cream melted. The food was not that great. It was below average. You be better off going to McDonald’s for breakfast. I felt very bad for having my family come stay there. Had I known I would have never booked a reservation at that hotel but the photos tricked me into thinking it was a nice, clean, fresh hotel. It was the total opposite don’t get fooled by their fake photoshop photos they post on their website. Come to find it was the worst place ever. We had asked to cancel our reservation and to find another better hotel but the front desk guy stated we MUST stay at least one night so therefore we had no choice but to check in and stay there our entire trip because what’s the point of looking if we will stay there a night anyway, we didn’t want to waste time having to look around for another hotel since it was a short stay anyway. We had a 5 year old child with us as well and to have to smell all that strong nasty odor the entire stay ruined our time in Florida for our mini family vacation. NEVER again will we ever stay at that hotel!!! I hope people read this because you will regret staying at this hotel...