Holiday Inn Express Irondequoit By IHG

This visit was subpar for this hotel chain. Check-in was unstaffed the majority of the time. Room was barely clean. There was zero good left at the continental breakfast at 8:15 am.

Mixed experience: The Good: - The rooms and interior public areas are in good shape and very clean. - The staff was extremely nice and accommodating - The beds, linens and pillows were all in comfortable and in good condition The Bad: -The general area is a little run down -The exterior is very run down -Breakfast machines (coffee, juice and pancakes) were out of service - the staff was working to keep them operational but they were all down at different times

Our family visited this hotel for purposes of an out state youth sport tournament. We were part of a large group and this hotel was selected as part of a “stay to play” 3 day requirement. I’d like to first compliment and acknowledge the manager Erica, who was attentive and accommodating. That being said the impression left couldn’t have been reversed. This is a hotel stay I won’t soon forget so here’s a detailed review. During our stay we witnessed two incidents while sharing dinner with the team in the hotel dining area. The first occurred on the first evening of arriving when we requested that the tv channel be changed from the news currently being broadcast because of the content and our children being present. We were told by a very rude female staff that she couldn’t change the channel and “I just fing work here”. She was irritated by purchases of snack/beverages and just by general questions. Luckily shift change soon occurred and the night staff was much more pleasant. The second night that same staff was on shift and was genuinely bothered by our presence in the dining room. A dad in our group mistakenly asked for the tv remote to occupy the children and said “ cmon just give us the dang remote”. This request resulted in an incident with her calling the police after she replied “you can get the f out of my face”. In all the police were called twice and everyone in the dining area were asked to retire to their rooms. This occurred in the presence of the children present who were very concerned, scared, with the little ones crying. Sadly that was not enough for this worker in addition she called two men, either family or friends, she knows personally who confronted and threatened a guest who was not even involved in the altercation. One of these individuals reportedly had a knife on him though only verbal threats were made. Unbelievable such drama unfolded over changing a tv channel but it seemed this is actually what that particular staff wanted. The officers who arrived were pleasant and provided us some education on the area we were in, asking us to not travel south down Goodman Street due to the location and crime. The officers kept their presence for a bit. One female guest unfortunately had to approach the desk after finding that her teen left her hotel key in the room, this escalated to the same staff cussing at her and telling her to meet outside. Unfortunately I do not have this reception staff’s name as she declined it. The manager knows of the incidents and this staff was taken off the schedule for the last night of our stay. I would not recommend this hotel. That individual has very poor customer service and communication skills, perhaps she should not be working in hospitality. She instigated an unnecessary incident and then sought out a threat of violence. Completely unacceptable. The hotel itself is in fair condition. The sheets were clean, the thermostat and one elevator worked. The air conditioning unit was disgusting. The bathroom floor was dirty and the sink had hair in it. The hotel had hot water but poor water pressure. The ice machine was out of order for the entirety of our stay. The breakfast is fair; the pancake machine is broken and there is no available drinking water. Sometimes they had coffee, sometimes they had cups, sometimes they had both. The pantry was fairly stocked but out of waters. You can tell this hotel does not receive much care. I never seen housekeeping but they did knock on our door at 903am asking if occupied. We were able to grab extra towels at that time. Our hotel room door did not automatically latch closed, we had to force when closing. The location of the hotel is close to the freeway and doesn’t seem too bad unless you’re traveling from the south. There is garage littered on the grounds. I have forwarded my review to IHG as a member and notified the organization that recommended this hotel in its selection, especially seeing that the nightly charge was inflated $100 above the standard rate than other weekend rates. All in all, I can’t believe I paid for this experience. Never again.