Rated 4.0 out of 5 by 162
Rated 5.0 out of 5.0 by HWideman Quick Service and Comfortable Stay
The front desk staff was friendly and made things very easy for our stay. When we went to check out, the receipt was ready and all we had to do was turn in our room keys for a quick departure. We are always happy with our Holiday Inn stays.
October 7, 2015
Rated 1.0 out of 5.0 by dissapointed in Aurora Stay with caution
This is easily the worst Holiday Inn experience in my 20+ years of business travel. I booked this hotel for my staff and I (8+ rooms, 7+ nights each) The problems began at check in. My room was on my card and my staff's rooms were on a separate company company card. We had a negotiated rate with the hotel and all authorization forms were sent in prior. At check in my card was authorized for over $2,300, more than 2x the cost of my entire stay. The other rooms for my team were over-charged at $15- $45 per night depending on the room. I asked repeatedly to speak to the manager and was never contacted, instead I was told I was being "difficult" because I kept asking about the billing errors. At check out it took more than 45 minutes to get the billing all worked out, I almost missed my flight. The manager refused to claim any responsibility and tried to push the responsibility back on my team. Only after I showed her I had copies of the email exchanges setting up the rooms did she admit they "may" have made an error. No apology, just a parting comment that she was glad we were gone. The restaurant opened 30+ min late on several occasions, things went missing from my room, the shower door fell off in one of my teams rooms. I would not recommend this property. It is not to IHG standards.
October 2, 2015
Rated 5.0 out of 5.0 by The Fabulous Frank Clean, Comfortable and Quiet
The common areas and our room were very clean. Our bed was comfortable and the room was very quiet.
September 30, 2015
Rated 5.0 out of 5.0 by cincia Clean and comfortable for a one-night stayover
We came in for a wedding, and booked this based on the wedding party's recommendation. Room was clean and comfortable. We were only there to check-in, then back after wedding activities simply to sleep. We did not use the restaurant or other facilities, but many of the other travelers with us, including the wedding group, did try using the bar and lounge, and even though it was a Saturday night, it wasn't open, and they were told they would not open for them. That was very disappointing to the group, as they wanted to socialize there, have a few drinks together, but didn't necessarily want to drive. If not open on a Saturday evening, when is it open, and why is it there? Other than that, it was a comfortable stay for our purposes.
September 17, 2015
Rated 4.0 out of 5.0 by Vball dad Beware of adjoining rooms
We have repeatedly been very pleased with this Holiday Inn. But we were given a room that adjoined another room and it was like the other guests were in our room. We could hear every word they were saying. This went on well passed 2:30 am.
September 15, 2015
Rated 1.0 out of 5.0 by UPSET REWARDS MEMBER HORRIBLE CUSTOMER SERVICE
I AM A PRIORITY CLUB REWARDS MEMBER THAT USED TO STAY AT THIS LOCATION NOW AND I LOVED THE LOCATION UP UNTIL MY MOST RECENT VISIT THIS MONTH. I BOOKED MY ROOM THROUGH THE IHG REWARDS DEPARTMENT LIKE I ALWAYS DO AND ARRIVED AT THE FRONT DESK.THE FRONT DESK STAFF(PATRICK) WAS VERY UNFRIENDLY AND ACTED AS IF I DIDNT EVEN EXISIT AT FIRST.(MIND YOU NO ONE ELSE WAS AT THE FRONT DESK AT THE TIME) FINALLY HE APPEARED TO *WANT* TO HELP ME . I HANDED HIM MY ID AND MY PRIORITY CLUB REWARDS CLUB AND HE STARTED TO TYPE ON THE COMPUTER. AFTER 4.5 MINUTES HE LOOKED UP AND ASKED ME WHAT PAYMENT I WAS USING AND OF COURSE I WAS CONFUSED BECAUSE I USED POINTS AND PAID THE REMAINDER ON MY VISA OVER THE PHONE WITH THE IHG REP WHEN I MADE THE RESERVATION. I EXPLAINED THIS TO HIM AND HE INSISTED THAT I NEEDED TO MAKE A PAYMENT. AT THIS TIME OTHER GUESTS ARE COMING IN AND I FEEL STUPID AND IT LOOKS LIKE I HAVENT OR CANNOT PAY FOR THE ROOM..AND THIS POINT HE WALKS AWAY FROM THE DESK AND COMES BACK WITH 2 LADIES WHO APPEAR TO BE MANAGERS. I CONTINUE TO ASK WHAT THE PROBLEM IS AND NO ONE SEEMS TO KNOW. I AM BEYOND UPSET AT THIS POINT BECAUSE IT SHOULD NOT BE THIS HARD TO CHECK ME IN CONSIDERING THAT I HAVE ALREADY ****PAID**** FOR MY ROOM.. THE MANAGER THEN TELLS ME THAT THE HANDICAPPED ROOM THAT I **RESERVED** IS NOT AVAILABLE. WHICH I QUESTIONED BECAUSE THE CLEANING LADY(WHO WAS NICE AND WSA AT THE FRONT DESK) HAD CONFIRMED TO ME THAT THE ROOM WAS AVAILABLE. FINALLY THE MANAGER SAYS OH WELL THAT ROOM ISNT AVAILABLE FOR YOU BUT I HAVE ONE THAT IS. WHAT??????? ISNT A HANDICAPPED ROOM A HANDICAPPED ROOM? SO HOW IS THE ONE I RESERVED NOT AVAILABLE BUT SHE HAS ONE FOR ME..MADE NO SENSE..AT THIS POINT 15 MINUTES LATER I WAS AGGRAVATED.THE OTHER MANAGER WHO WAS AN AFRICAN AMERICAN WOMAN WELCOMED ME TO THE HOTEL AND ASKED ME THE REASON FRO MY STAY.SHE COOULD SEE I WAS FRUSTURATED AND WAS TRYING TO DEFUSE THE SITUATION WHICH I APPRECIATED BUT AT THAT TIME I WASNT UP FOR SMALL TALK. FINALLY I GET MY KEYS AND HEAD UP TO THE ROOM STILL NOT KNOWING WHY I WAS ASKED FRO PAYMENT IN THE FIRST PLACE. NOW MIND YOU I AM A CLUB MEMBER SO I CONFIRMED THAT MY PERK WAS CHECKING OUT AT 2 AND THAT WAS OKAY. JUST TO DOUBLE CHECK I CALLED DOWN TO THE FRONT DESK FROM MY ROOM THE NEXT MORNING TO CONFIRM MY 2PM CHECKOUT. RCVD A CONFIRMATION. SO AFTER I EAT I HEAD DOWN TO THE POOL AT ABOUT 11;30 AM. THERE IS A SIDE DOOR THAT YOU CAN GO OUT AND SMOKE AND THERE IS A KEYSWIPE TO GET BACK IN. SO I STEP OUT THE POOL FOR A SMOKE AND WHEN I TRIED TO GET BACK INTO THE POOL I COULD NOT BECAUSE MY KEY WAS NOT WORKING. SO I HAD TO WALK ALL THE WAY AROUND TO THE FRONT DOOR WITH MY SWIM ATTIRE ON AROUND OTHER GUESTS AND OF COURSE I STOOD OUT..ONCE I GOT TO THE FRONT DESK I EXPLAINED TO THEM WHAT HAPPENED AND SHE ASKED <<<ARE YOU NOT CHECKING OUT>>> MY RESPONSE WAS EXCUSE ME????? MY CHECK OUT TIME IS 2... I WAS AGGRAVATED AND OF COURSE IT TOOK HER FOREVER TO GET MY KEY TO WORK WHILE I STOOD THERE IN MY SWIM ATTIRE..SOMETHING I HAVE SEEN PAST EMPLOYEES DO IN 5 SECONDS.. I USED TO STAY AY THIS HOTEL ALL THE TIME AND I CANNOT BELIEVE THE SERVICE I RECEIVED THIS TIME. I CALLED GUEST RELATIONS AND ADVISED THEM OF THE SITUATION AS WELL... THIS LOCATION USED TO BE MY FAVORITE HOTEL
September 14, 2015
Rated 5.0 out of 5.0 by Neter30 Business trip
I was there for work and have stayed many times. The staff and hotel are excellent. The front desk clerk always welcomed me by first name when I would arrive back from work everyday. Made it feel inviting.
September 8, 2015
Rated 1.0 out of 5.0 by ihaveonebigheadache Despicable
I have stayed at this hotel two other times and I never really felt pleased with my stays, but this last stay was unacceptable. I thought I would give it one last shot but this will be the last time I will be staying here.
First off, while checking in, the staff had a hard time finding me in the system and once they did, the price of my reservation was off, so I had to wait for them to fix it, which wasn’t a big deal. However, when I went to my room, neither of the room keys worked, so I had to go back down stairs and then I spoke with another receptionist (whom was present when I originally checked in). He asked for my name, room number, etc. and tried programing 4 different keys, but none of them worked. He again, couldn’t find me in the system when he checked, even though I had just checked in 15 minutes prior to this, so I had to provide my driver’s license to prove my identity. After finally figuring out the problem, he programmed new keys and he sent me to another room on the floor above the previous room I was assigned. At this point, it was 11:45 p.m. and I was exhausted from my four hour drive, having to carry my items back and forth, and irritated with the service only come to realize that the receptionist never gave my license back. My room wasn’t up to my expectations either, I had broken furniture and appliances and there was a ridiculous humming noise coming from the refrigerator and the walls that kept me awake all night.
The next day, my experience became even worse. I ate breakfast at the hotel and the food was disgusting, my eggs were soupy and the potatoes were burnt, so I went to my business obligations hungry. After my meetings, I came back to my room to find that the “do not disturb” sign I had hung up that morning was missing and guess what? Neither of my room keys worked so I had to go back to the front desk (again) to get new keys and bring these problems to their attention which they acted as if they cared less. After trying to relax for a while, I went to the bar to have some dinner- which turned out to be yet another mistake. The fryer was broken, so I couldn’t get what I wanted and the burger I got was marginal while the mashed potatoes tasted as if they were left over from breakfast. To top off my dinner experience, I had fruit flies and other small bugs flying around my head and my food. I was utterly disgusted.
After sleeping terribly again, my second breakfast experience confirmed my decision of never staying in the hotel again. I had to wait ten minutes for the server who never came, so I then had to give my order to the receptionist, later to watch the waitress sit on her phone while my food was up in the window next to her. Her excuse was that she “was waiting for the cheese to melt,” which was cold when I received it.
I never received a receipt for my stay (until I went up and requested one), the room was marginal at best with all of the broken appliances, the service and food was absolutely terrible, and I couldn’t get into my room half of the time. Management didn’t seem to care when I brought these issues to their attention so I’m going to recommend to my company not to use this hotel again so my colleagues don’t have to go through the same headache I did. If I could rate my overall score below zero, I would.
September 4, 2015