Holiday Inn Express Worcester

We booked our stay back in July for this weekend and when we arrived it was a dump. The hallways were covered in filth. Our room looked destroyed, the tv was hanging off the mount, the fire alarm was hanging off the wall. The walls in the bathroom were covered with white filth, with mold in the shower caulking. The bedskirts had stains on them. The pillows had makeup stains and hair on them and in them. The furniture was damaged. Do not waste your money here. We were there a total of two hours until we couldn’t stand the disarray. We packed our things and brought it to the car and went to the front desk to tell them we are unpleased and will not be staying the night. The front desk worker said we had been here for longer than 4 hours which is our allowed time for a refund. When he checked again and realized we had not actually been there for 4 hours, his refund time then changed to 2 hours. He then said we had 15 mins upon entering our room and complaining to get a refund. He said he will not honor a refund nor his manager and we can contact the head manager on Monday. This place is not worth your time. I will continue to write reviews and contact higher branches until this is resolved. Do not waste your money here you will not get what the pictures online show you.

I have never experienced staff and customer service so rude as in this hotel! The first time I stayed here in March of this year, we had a few hours to check-in time and the woman at the front desk refused to find room to hold our suitcases. Her language, tone of voice, and body language were extremely arrogant. The room was basic and OK. The second time my reservation, which was part of a group hold for a major birthday celebration of a good friend, was CANCELED without any warning signs! Out of the blue, I see a cancellation email in my email box. After almost 3 hours of calling back and forth, I was told they are oversold, because of the group reservation. When I asked why wasn't I notified ahead of time, the answer was: we had the wrong number for you, it didn't work. However, they could not tell me the number because it git "erased". I have no record on my phone of any calls from this hotel. When I asked why didn't I get an email, the woman hissed at me on the phone: you will not talk over me and hung up! In the end, they blamed me for not giving them CC number to cover the reservation, even though I am an IHG Member and they have access to all my info. On top of it, they tell me the way I made the reservation (online, on their website, then called to confirm the exact room) they never heard of... I now see no record of staying there in March in my account and cannot leave a review at the hotel website, because they 'don't recognize my name'. I know the same thing happened to other friends coming for the same event. Atrocious customer service! Attitude & crass. Extremely Offensive!! Truly, I have never experienced anything like this. Do yourself a favor - find another place in town!

After staying at this property, we were wishing there were more Holiday Inn express along the road for the rest of our road trip north. It was just perfect for what we needed. Rooms are huge, linens are soft, the small gym was perfect after sitting for so many hours in the car. Check in staff was very friendly and helpful. This breakfast was definitely a step above other breakfast included style meals. Coffee available in the lobby (I think most of the day). Easier off the expressway. There are several very good restaurants in.Worcester and some chain restaurants nearby the hotel. Hotel is very quiet and it’s just perfect to recharge.