Holiday Inn & Suites Williamsburg-Historic Gateway — Hotel in Williamsburg

I am posting this only because I gave the the company, IHG, and the specific location multiple times to fix this problem. I was told several times I would be called but they never did. The last time I tried to get them to respond to the issue was in email format but again I was ignored. Here is what I wrote to the company in private, until now because of zero response: Mattress was awful and we had a terrible first nights sleep. Talked to a manager in the morning and they put us in a different room. Mattress was much better but still not comfortable. When checking in I noticed our room costs were higher than when I made the reservation 4 months prior by about $80. I wasn’t too concerned at the time but after the bad 1st night I brought it up to the manager and showed him my reservation I made 4 mo prior. He agreed the charges were more and said he would look into it. I never heard from him. He mentioned that maybe it was because we changed the amount of nights. We initially signed up for 4 nights but had to change it to 3 nights well before the stay. At the time I asked if the costs would change on the nights I was staying and was told no. Several days after checking out I looked at my bill and not only did they not adjust the price, but they charged me the same amount as when I signed up for 4 nights to the penny. On Sunday May 19th, my checkout day, the bill says day use plus other charges(taxes, etc) that amounted to $101.47. I left my room at 9:30am. Well before checkout time. It just so happens to be that the extra amount I was charged was the exact amount extra from what the inflated bill that I was given at checkin for 3 nights that I had already paid for my room 4 months prior for 4 nights. So they took the rest of the money that I had already paid for 4 nights and called it a day use charge. This is fraud and you are stealing from me. I want this corrected immediately. I also want the room charges fixed as well. If that does not happen immediately, I will post this review in several locations on the Williamsburg hotel site. I will also take this to the better business bureau. I would also like to know why I was charged the full amount at the time of my reservation 4 months ago when I was not supposed to be and why then was my cost not adjusted to 3 nights.

6/21/94- was told 2 weeks ago that they were going to credit back the money they stole from me. As of yet they have not. They now do not return my calls and do not take my calls. Trust me when I tell you if you want them to steal your money, stay here. I am not the only one. Take a look at the reviews. They have done this to many customers. Time to go to the BBB and file a...

We paid extra for the breakfast rate for the "full service" breakfast for 2 adults and children were said to be free. The website describes the breakfast as "Start your day with a hearty breakfast at the Bistro 515; enjoy a guest favorite Chicken and Waffles, Bistro 515 Pancakes, or make it lighter with Start Fresh Wrap." The website did say a buffet was usually offered on weekends but we were staying Sunday-Wednesday nights. On Monday morning we woke up to a buffet that doesn't even come close to a free buffet at most other hotels - not a full service breakfast -- and at 8:00am they ran out of biscuits for the biscuits and gravy. It was the exact same buffet every single morning for 4 mornings. No chicken and waffles, no pancakes, no wraps - just scrambled eggs, french toast sticks, bacon, and biscuits with gravy every single day. Most hotels at least change up their free buffet offerings daily but not this Holiday Inn. I did ask and was told this is just the way they do it -- buffet with the same options daily. It is not worth the price/person or the rate that is extra per night for 2 adults. Also, when we arrived, we were told that the included breakfast was for 2 adults and children 12 and under so the breakfast rate does not include children 13 or older, even though a 13 year old is a child on the ihg booking site. I chose this hotel specifically for the "real" restaurant with breakfast but we would have been better for the same price staying across the street at the other hotel brand.

Other than the false advertising of the breakfast, the hotel is nice -- the rooms are quiet, all the staff we interacted with were pleasant and the beds were comfortable. Location is great with easy access to Colonial Parkway and historic triangle attractions and dining options nearby. Also, very easy access to the Colonial Williamsburg visitor center. I would stay here again, but now I know better than to pay for the breakfast rate -- I would rather spend that money at a real restaurant offsite to get real eggs and pancakes.

My only other complaint would be that we had 3 people registered in our room and could not ever get them to leave more than 2 sets of towels (the room sleeps 4) no matter how many times we had to ask. I think it is weird when hotels refuse to leave enough towels/cups/amenities for the number of people registered in a room, even after you point it...

This hotel is extremely clean and friendly; however, it does have two drawbacks. When we checked in and went to our room, we noticed our hotel room door was propped open with the door latch. The hotel staff explained this was because the manager comes by and checks the work of their cleaning staff before we got our room and he locks the door when he's done checking. But ours was unchecked and the room door was left unlocked. So, anyone could have walked in and hidden in our room or hidden a camera in there before we came in. That meant we had to check the room even more before resting.

The room was extremely clean and offers 3 rooms inside of each of your rented rooms. If you rented multiple rooms like we did, you can invite your family over in the morning to your front living room area with a couch and a few seats so you can brainstorm on what you want to do that day. Meanwhile, there is a door you can close to keep your bedroom area private.

The bathroom and bedroom were extremely clean and comfortable to stay in.

A lot of reviews for this place say the breakfast down in the lobby is terrible and I would have to agree with those comments. They charge you $14.50 extra per person per day for the buffet. With that, you get terrible eggs that don't look like they're fully cooked, bacon that burnt, and watered down orange juice. Yes, they water down the orange juice so it's 80% water and they can save a few bucks. It was terrible but it was Christmas day and no other restaurant in town was open.

Everything else about this hotel was spotless though. They take their time to clean well and our two rooms were perfect. We didn't hear any other guests our entire stay so your rooms are quiet and clean. I would recommend going somewhere else for breakfast and checking your room to make sure no one is inside the closets though because of their policy to leave doors unlocked. That could be improved or the manager could just take a master key with them to ensure doors aren't...