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I have been with IHG group for several years and I have always enjoyed staying in one of your hotels. I never experienced any small issue with your brand so IHG group had always been one of my top choice whenever I planned to travel. However, I just had one of the worst experiences with one of my recent bookings, which changed my impression about IHG group and I would like to share this with you. I made my booking on September 9, 2021 at Holiday Inn Express Cincinnati North – Liberty Way for one night from 9/18/2021 to 9/19/2021. I was with my 2 kids (2 and 4 years old) and arrived at the hotel around 8:30pm after a very long drive and a full day of outdoor activities. Due to the busy schedule, the kids had not yet eaten dinner at that time. We grabbed dinner to-go and was planning on eating at the hotel after check-in. When I tried to check in, they could not find my name on the list and I was told my reservation was cancelled. The receptionist asked me if I received a call from her manager but I did not receive any call, email, nor voicemail. As far as I could tell, there was absolutely no attempts to notify me of the cancellation. I was so frustrated when I was informed the cancellation. In my previous experiences, I always received the call and they would at least transfer me to another hotel. I would not be so frustrated if I at least received an email notification so I could plan ahead. With two young kids, it is extremely important for us to be able to rely on the plans we have set. We had been counting on our room being available (otherwise what is the point of a reservation) and it was both extremely disappointing and beyond inconvenient to find out the hard way that perhaps the IHG brand was not one that we could rely on. In the end, the receptionist simply said there was nothing they could do to help me. When asked to speak with a manager, I was told there was no manager available. They made no attempts to locate a manager, no effort in trying to transfer my reservation nor did they bother to make any calls to other hotels to check availability on my behalf. I was more or less told to leave and that there was nothing they could do to help me. I had to scramble to find another hotel much further away while hungry kids were crying in the back seat and I had to pay significantly more ($200+) for a last minute room elsewhere. I am shocked that my reservation was cancelled without any notification at all, there was no manager at the hotel available to speak with me and there were no attempts made by anyone at the hotel to try and fix or ease the situation in any way.

I would have given this motel at least a 4 star rating if not for their horrible front desk help. Upon arrival I made the front desk help aware of the fact that 2 different people's cars were parked in the Handicapped spots that had no Handicapped lenience plates or placards on their vehicles. When MILTON was made aware of this he stated ” I don't get involved in Civil Affairs and if I thought it was an issue that I should call the local police”, I was a little stunned. Upon entry into the room I used the toilet. It was clearly clogged from the last occupant. When I let the front desk staff know in the morning and was told ” I'll get you a plunger” I said no and left the hotel for the day. I guess in his defense it was unclogged when I returned later that evening. Other than those two incidents the hotel was OK. Room was clean and the bed was an OK sleep. The morning breakfast was the normal Quality Inn fare. Hotel was conveniently located off I 75. Hopefully your stay is better than ours.

This hotel is located in West Chester, Ohio, which is in the Cincinnati suburbs and houses a mall and IKEA! So of course the location is great and there are tons of excellent hotels! This one just so happened to be the cheapest, decent hotel so I selected it! If I’m being honest, $85.00 would have been a great deal, but I ended up paying way over 100 bucks which made it more expensive than the other hotels here! That’s because breakfast isn’t included, and is, get this, $34.00 for 2 people. The worst part, it wasn’t even that good! On the bright side, every employee I talked to were pleasant, the pool, fitness center, and business center were all nice! Like all Marriot-Bonvoy locations, there is a small store in the lobby! Parking is plentiful and having the front doors be automatic is always nice! There are two, speedy elevators, and even though I was staying on the 5th floor, which is the top floor, I never had to wait too long! Now for the rooms, tiny comes to mind. When you walk in, you see how cramped it really is! In terms of secturity, along with the outside doors requiring a key card, there is a deadbolt and latch lock as well as a peephole and clearly readable fire map! The restroom is off to the right as you first walk in and is the highlight of the room! The sink is large and the toilet is off in its own little area! The shower was amazing with fogged glass doors, beautiful tile, a marble seat, and awesome product and pressure! The entry way was decent and house a mini fridge, microwave, coffee maker, and ice bucket, which is always nice! Be careful, the night stand sticks out into the entry way and is bad about busting knees.The bed is parallel to you and is comfortable and there are plenty of outlets and storage around the bed! It is important to know that the bed is cramed in and lacks space on the side! There is a couch in front of the bed next to the window that was comfortable and pulled out into a bed! The sofa bed was ridiculously uncomfortable unfortunately! There was a dirty lamp with a power port above the sofa! Going along the left side of the room is a panel of built in furniture! The closet is decent with lots of clever storage solutions, though the floor was rather dirty! There is a nice smart T.V and a chest of drawers! Why do hotels love to cram all of the sofa bed linens in drawers. This means that it’s always a game of if there clean or not! The desk is nice and well lit with plenty of power, but it was rather sticky on the bottom and the chair was full of crumbs! The biggest problem I have with the room was that the carpet was disgusting! The view was nothing special, just of the Residence Inn next door, and the HVAC did work well! The room is really dark, however I was able to work around this by point the desk lamp up! Be warned, the hot water gets very, very hot! Overall, a decent hotel, though with all of the little issues adding up and the steep breakfast, I can’t say I’d recommend the hotel considering all of

The manager as well as the employees were fabulous fun and friendly. Breakfast was great and Bonnie was right there if you needed anything. The front desk staff was just so helpful and friendly. Actually we travel quite often and this was the best that we have stayed at as far as the staff. The rooms were very clean they clean and we would definitely stay here again.

The Pros Easy access from the highway. Pool table and community table near the bar area. They accept pets if your pet is traveling with you. No noise even though we had “neighbors”. Rooms set up nice with little eating table with little booth. Can probably fit 3 adults. The stay posted on my Bonvoy app within 3 days after check out. Cons No hot breakfast like the Alofts I’ve stayed in Europe. No upgraded room even when they have 4 King Suites and 3 cars in the whole parking lot. (We stayed on Christmas Eve). So if you’re a Titanium or above, they don’t upgrade. Non pet room had a not so great smell. Needs some air freshener. Stayed on the top floor and water never got hot. Only barely warm. Too cold for a shower. Higher charge for King room than 2 Queens. No bartender on Sundays, maybe an ordinance for the area (???) We only stayed for one night per reservation.

Hotel was nice and clean. The woman at the front desk seemed very unhappy. She helped us, but seemed like she hated life that night that we checked in. Slept pretty good, but was woken by some ladies who must've been coming back from the bars late at night. We didn't have any food at the location, but the coffee was pleasant in the morning. Also loved the Shampoo and Conditioner!