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

Unprofessional and Disrespectful Service

If I could give zero stars, I would. My experience with Holiday Inn Express was an absolute disaster from start to finish.

I originally made a reservation with Greg and clearly explained that we were staying for my daughter's birthday and that she and a few friends would like to use the pool. Everything seemed fine. Two days later, I called to confirm our reservations and simply asked if we could have two additional guests at the pool. That’s when things took a bizarre turn.

I spoke with Katie, who told me that a "pool party" wasn’t allowed. I assured her that I understood the policy—no food, no music, no running around—and that we would abide by it. In an attempt to resolve the issue, I even offered to book a third room if the concern was the two extra guests. She put me on hold to speak with her manager. When she came back, she bluntly told me that the manager, Jessica Remp, would prefer not to accept our reservations and then hung up on me.

At that point, I was suspicious. So I went online to check my reservation, and to my complete shock, I saw that it had been canceled—without any notification, email, or phone call. If I hadn’t checked, we would have arrived on the day of our stay only to be told that we had no rooms.

I immediately called back to get answers and asked to speak to the manager. After getting yelled at again for asking "would you please tell me what you're defining as a pool party, we're paying guests visiting the hotel pool?" I was hung up on again. I called back and was told the GM, Jessica Remp, would call me the next morning before hanging up on me again.

The next morning, I called, and they informed me she wasn’t even working that day. Instead, Gregg, who answered the phone rudely yelled that my reservations had been canceled, that there was "nothing he could do about it," and then hung up on me.

At this point, I contacted corporate to report the unprofessionalism. The representative completely understood and agreed that I should have never been treated this way. She was completely appalled. She assured me someone would call me back within the next 24 hours.

Later that day, I finally received a call from the General Manager, Jessica Remp. I thanked her for calling and explained that I wanted an opportunity to clear up any misunderstanding and wanted an explanation as to why my reservations were canceled. Instead of providing a reasonable explanation, she started yelling at me about how she had been working for 12 days straight, how it was her only day off, and how she had attended a funeral—as if that was relevant to why my reservation was canceled without notice. As a manager, being on call comes with the job, and her personal issues should never have been dumped onto a customer. She went on to say I was trying to circumvent their policy and, she too, hung up on me!

To this day, I have not received an actual explanation for why my reservation was canceled. I don’t even know if my rooms will be refunded. The level of unprofessionalism, disrespect, and outright hostility from this location was astounding.

Thankfully, we were able to book a last-minute reservation at the DoubleTree by Hilton in Reading, and we had an amazing time. The staff was professional, the rooms were spacious, and it was truly a weekend to remember.

If you’re looking for a reliable, customer-friendly hotel—skip Holiday Inn Express and go to...

If I could give zero stars, I would. My experience with Holiday Inn Express was an absolute disaster from start to finish.|I originally made a reservation with Greg and clearly explained that we were staying for my daughter's birthday and that she and a few friends would like to use the pool. Everything seemed fine. Two days later, I called to confirm our reservations and simply asked if we could have two additional guests at the pool. That’s when things took a bizarre turn.|I spoke with Katie, who told me that a "pool party" wasn’t allowed. I assured her that I understood the policy—no food, no music, no running around—and that we would abide by it. In an attempt to resolve the issue, I even offered to book a third room if the concern was the two extra guests. She put me on hold to speak with her manager. When she came back, she bluntly told me that the manager, Jessica Remp, would prefer not to accept our reservations and then hung up on me.|At that point, I was suspicious. So I went online to check my reservation, and to my complete shock, I saw that it had been canceled—without any notification, email, or phone call. If I hadn’t checked, we would have arrived on the day of our stay only to be told that we had no rooms.|I immediately called back to get answers and asked to speak to the manager. After getting yelled at again for asking "would you please tell me what you're defining as a pool party, we're paying guests visiting the hotel pool?" I was hung up on again. I called back and was told the GM, Jessica Remp, would call me the next morning before hanging up on me again.|The next morning, I called, and they informed me she wasn’t even working that day. Instead, Gregg, who answered the phone rudely yelled that my reservations had been canceled, that there was "nothing he could do about it," and then hung up on me.|At this point, I contacted corporate to report the unprofessionalism. The representative completely understood and agreed that I should have never been treated this way. She was completely appalled. She assured me someone would call me back within the next 24 hours.|Later that day, I finally received a call from the General Manager, Jessica Remp. I thanked her for calling and explained that I wanted an opportunity to clear up any misunderstanding and wanted an explanation as to why my reservations were canceled. Instead of providing a reasonable explanation, she started yelling at me about how she had been working for 12 days straight, how it was her only day off, and how she had attended a funeral—as if that was relevant to why my reservation was canceled without notice. As a manager, being on call comes with the job, and her personal issues should never have been dumped onto a customer. She went on to say I was trying to circumvent their policy and, she too, hung up on me!|To this day, I have not received an actual explanation for why my reservation was canceled. I don’t even know if my rooms will be refunded. The level of unprofessionalism, disrespect, and outright hostility from this location was astounding.|Thankfully, we were able to book a last-minute reservation at the DoubleTree by Hilton in Reading, and we had an amazing time. The staff was professional, the rooms were spacious, and it was truly a weekend to remember.|If you’re looking for a reliable, customer-friendly hotel—skip Holiday Inn Express and go to...

Worse Holiday Inn I stayed at and this is the only company I choose when it comes to vacation hotels. Upon entering the front desk people looked like they did not want to work there, they looked miserable, not friendly, no smile. We got there at exactly 3pm for check in and was told our room was not ready yet. We actually called in earlier to tell them when we're going to arrive and that we prefer to have a room closer to the pool. Half a hour passed and our room was finally ready, little did we know they put us on the highest floor (3rd) and farthest room possible. Literally in the OTHER end of the hallway right by the exit/staircase. Also the hotel felt like a maze, many corners and turns before we can even get to the room.

The room was VERY shabby looking, very outdated, carpets and bathroom looks moldy. The color of everything gave off a haunted vibe. The bathroom was prob the worse, it was TINY, so small that the doorknob kept hitting my butt when washing my hands because the door wont stay open. You cant even sit on the toilet without closing the door first otherwise it will get in the way.

The air conditioner was VERY loud, like so loud my husband had trouble sleeping, it made weird noises like it sounded really old and was about to break. The beds were dusty, i dont think anyone even slept in that room for a while cause of how bad the location of it was. The fridge DID NOT keep anything cold or even cool. It was broken. The exit door/staircase was right across the room and everytime someone takes the stairs down, the door would SLAM. So for the past 3 nights we had trouble sleeping. We did mention for a room change the next morning and the front desk man said he will put a note in for a room change and guarantees it and to come back in 3 hours. We came back and the new person taking over said theres nothing available which was a lie because everyone had checked out that morning. There was literally only 5 cars in the parking lot. Unless you're telling me people walked over to stay at a hotel instead of driving. We even mentioned that they had previously put a note in the system that we requested a room change. Anyway, the front desk was very rude and brushed us off. We actually felt discriminated.

The front desk changed people everyday and every single one besides the older lady was very rude. Unfortunately she was there when we checked out. Everyone else was not helpful, brushed us off, made some dumb excuse, look like they didnt want to be bothered/hate their jobs. We asked to speak to the manager every night we stayed, yet we kept being told shes going to be in the next day, which in fact was not true. In the end we did not get to talk to the manager.

Everyone who works at the front desk (besides the elderly lady) needs sensitivity and hospitality training class. Never again in my life would i come back here, nor i would think twice about even booking another Holiday Inn Hotel...