Holiday Inn Express & Suites Newport News by IHG

Appreciate being serviced by Diwayne!

we arrived and were given our room keys. After going into the room and getting ready to take a shower, the shower would not turn on. Went back to the front desk to let them know that the shower in the room we were given doesn't work, they told me I needed to wait so they could check guest that were getting ready to walk in in and then they would help me. They proceeded to check in three different people/families and then told me to follow them. They walked me to three different stories of the building and opened the door on three different rooms with me with them to look becuase he didn't know if they were "occupied". As that is happening I went onto a chat with Expedia to get it sorted out. They finally found a room that was NOT occupied and we went back down for him to adjust the rate as we booked a suite, and this room was not. Only for him to tell me that they don't do rate adjustments for a different style/size/accomodations room, that has to be done through expedia nd they can adjust the amount. Long story short, if you book through Expedia, they cannot do that. When contacting Expedia they said they can't change anything once you have "accepted the reservation" which we did before we went to first room and received our keys. Overall, the most frustrating check in experience ever.

African American female with little hair at the front desk was very rude and had an attitude with every request my husband and I had for our stay. if you choose to work in a customer service position then the actions and service should have high standards.

Could use some updating. It was tidy & nice staff! The breakfast was awesome!

I liked that the facility was clean. The breakfast was excellent. The breakfast staff were excellent people and very helpful with information about the area. The gentleman who checked me out was very professional and had a very people oriented personality. I had called early in the morning of September 19th to ask a few questions(after I made the reservation), and the male front desk attendant who answered the phone was very rude. He was talking over me before I could get my question completely out, and he abruptly hung up the phone.

Very good

the room was musty and felt damp. even running the a/c to remove the humidity didn't help.

The staff was helpful. Stay was good.

Good

Dirt room. No hotwater in shower AC loud toilet bowl backed up n room key wouldn't work half the time. This hotel Ness to be updated its sated n old not worth the money

Superb

Free parking, complementary breakfast, huge suite N/A

The property itself was clean, and so was my room. Staff was helpful and breakfast was great. The thing I loved the most was the scent of the hotel when I walked into the lobby, and again when i stepped off the elevator on my floor. I don't know what the scent is called, but it smelled awesome.

Exceptional

A bunch of toenail clippings in the corner

Exceptional

No comment

definitely visit again

The staff are amazing. Just had some safety concerns with a room which they swapped me to another room immediately.