Holiday Inn Express Mount Vernon

My wife and I have stayed here several times in the past. The room was nice and clean. We stayed here for two nights. We had problem with the bathroom door, and I told the front desk about this and was told the door will be fix the next day. While we were out for the day and came back to our room and notice the door was not fix and the beds were not made. My wife and I have decided that we will not be back to this hotel again as we know this hotel is ageing and it has been remodeling a few years ago.

Got my reservation online earlier in the night. Showed up and could not find any employee anywhere. Had to keep saying hello over and over again before this older man finally peaked around the corner. He then couldn’t find my reservation. I showed him my email confirmation. He confirmed it looked correct. I had to then give him my credit card to book another room where he said over and over again that I wouldn’t get double charged. He then wanted to charge me more than my reservation was for. I told him no, my reservation was for this lower amount. He then said ok I’ll charge you that. Later I checked my credit card and saw where he charged me the higher amount. I am now going to have to call the manager to reverse both charges and make it right. To top things off the room I was given needs major maintenance. The shower handle was broken and stains everywhere. This place is worn down and needs more educated front desk workers.

We stayed here during a sports tournament and I hope not to have to stay there again. The rooms need updating. The wallpaper and even the doorframe in the bathroom was filthy and rusted. The bathtub very quickly would backup with water when taking a shower and the tub felt more like cheap plastic. The USB ports on the nightstand were damaged and unusable. The cabinet door to the refrigerator wouldn't shut unless forcibly lifted. We were awakened at 4am by a large crack in the ceiling where water was leaking from the room above. Apparently, the tub in the room above had been damaged by the occupants in that room, is what we were told. There was no extra trash bag in the small can so I had to request additional bags as our trash was full. This happened twice as the housekeeping never bothered to leave extra trash bags, even though our room was only cleaned once while we were there due to a water leak. We were told that if we had trash, we could leave it outside our door and housekeeping would get. We left a bag of trash outside of our room at 8am. When we came back at almost 1pm, it was still there. It remained there hours later. Housekeeping will only clean your room if you make the request The request has to be in by 8am. However, we were never informed about any of that at check-in. The manager did try to make that right and was very nice about it but just gave us some minimal IHG points when I felt I should have gotten money back for so many issues during our stay. The 1st morning, there was no preparation to accommodate teams staying in the hotel and the breakfast items were empty for the majority of the breakfast time. I spoke to one employees who seemed to have no urgency of refilling anything. However, the next day, a different employee was doing the breakfast by herself and was 10 times better than the previous employee. I constantly saw housekeeping employees smoking outside and one came in to clean a room after and we could smell the cigarette smoke in the room as we walked by. The pool area was good for the kids and stayed open late but that was probably the only positive to this hotel, as well as the location