Holiday Inn Express Wilkes Barre East by IHG - Wilkes-Barre, Pennsylvania

Trinasia K.

I had the worst experience at this hotel last night. I had an event with family in PA and needed a place to rest before making the 3 hour drive back to NY the next day. I called the hotel around 9:30pm and informed the front desk that I would be arriving very late. The woman I spoke to said that is fine and we can check in whenever we get in. My husband and I arrived at the hotel around 3am and were told our room was canceled because we didn’t confirm the room. ||The man at the front desk, Kai, was extremely rude from the beginning and just kept telling us that because there was no note left from his coworker, our room were canceled. There was no trying to see what he could do for us or try to resolved the issues. It was just “yeah, your room was canceled”. I asked him how could the company cancel the room when I called and spoke to an actual person who confirmed they put a note in my chart? He said I’m supposed to call the hotel twice to confirm there is a note. Why should I call twice to confirm when I already spoke to someone He was very dismissive and he lacked customer care.||We went back and forth for a while because I felt everything he said was untruthful. He said your room was canceled but you’ll be refunded on Monday. At this point, he still didn’t say would you like to book a room tonight although your room was canceled or let’s see what I can offer you? It was just very dismissive. I said how would I know if I’m going to be refunded? He said I’ll just need to be have patience. I’ve never heard of a hotel refunding money when you no show. They charge a no show fee/still charge you for the room. So to tell me that I will receive a refund on Monday did not seem truthful. I feel it was just to push us out of the hotel. I asked for his information so I can call on Monday. I asked for his first and last name and he says “ now you’re getting too personal. Why would I give you my last name? I don’t have to give you my last name”. He was overall rude and lacked professionalism. I was shocked. ||It was 3am, the lack of compassion and concern was truly astonishing. I never thought I would have to endure that. My bosses travel very often and I always call the hotel to let them know when they are going to show at an odd hour. Never have I ever have to call multiple times after speaking with someone.

Sues

Motel has been renovated, and the rooms are the smallest we have ever experienced. No counter space to put personal items. No hooks or towel racks in the bathroom. Had to stack towels in foyer to have what little counter space was around the sink. Floor very dirty and could not use the tub as there was no way to plug it. Refrigerator and cabinet placed on wall next to the bed. The cabinet door could not completely open due to hitting the bed and the refrigerator door swung in the opposite direction making it very hard to place things in the refrigerator. Water in sink was milky color but clear in the toilet and shower.

Moescience

The woman working the front desk was a delight. Really great customer service. Breakfast was a little sparce but tasted good. Homeless people in the woods outside the parking lot was a little concerning. Elevator was filthy. Room was dirty. Visible dirt on the floor in the main room and bathroom around toilet to the point that when walking around the room in my socks, I tracked dirt onto the bed. Found someone's fingernail clippings and what I can only guess to be mucus in a nice little pile on the floor next to the bed. Hot water in the bathroom came out milky white for some strange reason, and the occasional blast of cold water during my shower made for an "interesting" experience. Would not stay here again unless I had no other choice. Other than the front desk staff, no other redeeming features other than a roof over your head.

Sandy

This hotel was either brand new or newly renovated. Everything was very clean. The shower in our room obviously had never been turned on before. It was very hard to turn the knob to start. Once the water started, it took so long to get warm, I was ready to get dressed and venture downstairs to let them know. The warm water lasted only a few minutes until it turned cold again. Thinking they are still working on it. Pillows were not what I'm used to at a HIE. Breakfast was also mediocre. Coffee was weak. No microwave in the breakfast area to heat barely warm cinnamon buns.

Ginger Y.

This is one of the worst places I have stayed at in the Wilkes Barre area. I travel to this area pretty frequently and this was by far the worst. I was informed of the renovations when I checked in and that the water would be turned off between 10pm-4am. I got up at 3:30 am and I went to make a cup of coffee in my room and a roach crawled out from the coffee machine. Well now my skin is crawling. So I needed to find it and it was on the wall. Finished exterminating and it was time to get ready. Went to take a shower… no hot water. Took the coldest shower ever. Will never ever stay here again!

GailBC

Sadly, this was not one of our better experiences with IHG. The man who checked us in was not friendly and very condescending. Our room was dirty. Bathroom walls, tub, and floor were filthy. There was no water pressure and you couldn’t get a comfortable temperature in the shower. The water was either ice cold or scalding hot. I had to sponge bathe myself.

At breakfast, the woman working the food area snapped at a little girl for wearing pajamas and no shoes. I understand that there is a health concern, but the way she addresses it was uncalled for. She embarrassed the little girl and her mom, and spoke in a rudely to a guest. The only nice part of the hotel was the man at the check out desk.

Underhisgrace

We enjoyed our stay here with just a few glitches. Staff was exceptional on thier service. Room was clean and comfortable. The room had all the amenities you would need (ie) fridge/microwave. The glitches were the toilet is VERY low to the ground. For older people it can be an issue. The water pressure was so so in the shower. The tv had intermittent signal outages , limited Chanel selection and no way to cast from a mobile device. The staff was exceptional. The breakfast was good. The location of the hotel was ideal for travel around wilkes barre. There were no vending machines however they did offer snacks at the front desk. The beds very comfortable ( seemed new ) and came with 4 pillows. Heat and air worked well. I cant say enough about how good the staff treated us. This was a good stay and better then most of the chain hotels. We usually stay at Holiday Inn expresses because of our experiences.

CFlo

My wife and I stayed at this hotel. Although it was not our 1st choice we are so grateful we ended up at this location. The hotel was super clean. The breakfast area was super clean and well stocked with a variety of food etc.

The room was super clean and we slept like babies.

The staff was super nice and extremely helpful!

ALL in all staying at this IHG hotel was superb!