Holiday Inn Express & Suites West Ocean City by IHG

Business reply on Google

Thank you for sharing your feedback. We are very sorry to hear that your stay did not meet your expectations, particularly regarding the cleanliness and condition of the room. We take those concerns seriously. I do want to mention that our hotel is about to undergo an extensive renovation, which will include significant updates to our guest rooms and overall property. As part of those improvements, we will also be upgrading our in-room TV entertainment offerings. At this time, Netflix and other streaming services are not even advertised as an amenity, so we apologize if you were expecting those features. We would have appreciated the opportunity to investigate the specific concerns you experienced, but unfortunately, the name associated with this review does not match any guest name in our reservation system, so we are unable to identify the stay or look further into what occurred. We also want to clarify that there is another Holiday Inn Express location in the Ocean City area, so we encourage guests to verify the specific property they are booking when making reservations. We sincerely regret that your experience fell short of expectations and hope that our upcoming renovation wi

Business reply on Google

We're sorry to hear you were disappointed. However, we feel it's important to clarify what occurred. As outlined in our reservation policies, a valid deposit is required to guarantee reservations. After multiple unsuccessful attempts to process the required deposit, our team made several attempts to contact you using the information provided on the reservation but was unable to reach you. Because the deposit could not be secured, the reservation was ultimately cancelled. When you arrived at the hotel, our team explained the situation and, unfortunately, we were sold out and no longer had rooms available. We also must note that during this interaction, our staff was subjected to repeated profanity and aggressive behavior while they were attempting to explain the circumstances. We understand this was a frustrating situation, but reservations are not cancelled without cause. In this case, the required deposit could not be obtained despite multiple attempts to process payment and contact you beforehand. - Chris Braun, General Manager

Business reply on Google

Thank you for taking the time to share your feedback. We take concerns regarding cleanliness, air quality, and guest safety very seriously. After reviewing our records, we were unable to locate a recent reservation matching the name associated with this review, nor do we have any documented complaints regarding mold, air quality, room conditions, or requests for assistance that match the details described during a recent stay. Had such concerns been brought to our attention while on property, our team would have immediately investigated and offered alternative accommodations if necessary. We are also regularly inspected and maintain preventative maintenance and housekeeping procedures to ensure our rooms meet our standards. While we appreciate your comments regarding our staff, we are disappointed to read the other concerns expressed, particularly as we have no record of these issues being reported to our team. If you believe this review was posted under a different reservation name, we encourage you to contact us directly with your stay information so we can investigate further. - Chris Braun, General Manager

Business reply on Google

Thank you for taking the time to share your feedback. While we are pleased to hear that you enjoyed our breakfast, we are disappointed to learn that other aspects of your stay did not meet your expectations. We sincerely apologize for the concerns you experienced regarding the condition of your room and the noise disturbance you encountered. Providing a clean, comfortable, and well-maintained environment for our guests is a top priority, and we regret that your experience fell short in several areas. Our management team will review the items you mentioned, including the room furnishings, bathroom fixtures, housekeeping concerns, and the reported noise issue, to ensure they receive appropriate attention. Guest feedback is an important part of helping us improve both our facilities and the overall guest experience. We are also excited to share that a full property renovation is scheduled to begin at the conclusion of the current season. This project will include substantial upgrades throughout the hotel and reflects our commitment to providing a more modern and comfortable experience for future guests. Thank you again for your comments. We appreciate your business and wish you safe t

Business reply on Google

I am truly sorry we could not find the restations since it was in your name and not in your husbands. With a very large concert in town we cannot just randomly look through all of our reservation to see if maybe there was a reservation. We did all we could to find the reservation but this issue you had is with Booking.com. They are the ones who sent the reservation to us in your name and not your Husband's. I catch that the name was hyphenated and came to find you before you left. If you would have had our confirmation number or something from booking.com that showed the name you had made it under we could have found the reservation much easier. Once again this is why we always recommend booking with hotels directly and not relying on Third Party Sites to make your reservations. I am glad to hear you had a good stay with the other Holiday inn on the ocean. They are great hotels here in Ocean City as well. I hope that Booking.com will help you out since it seems from your comments they put the reservation in the wrong name.

Business reply on Google

Hello Chrisy Heiss! Thank you so much for taking the time to review your stay with us. I'm sorry we fell short in some areas of cleanliness. I have shared your experience with our Executive Housekeeper to assure this doesn't happen again in the future. Thanks again and we look forward to seeing you again, when your travels bring you back the the Ocean City area.

Business reply on Google

Hi Eryn Barber, Thank you so much for taking the time to review your stay with us. I want to apologize for our central reservations giving you the wrong information on the location our property, and the other issues you had with your room and our amenities. We use your feedback to "fine tune" our guests overall experience, and we certainty appreciate yours. Thanks again, and we look forward to seeing you again soon, when your travels bring you back to Ocean City.