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Holiday Inn Express Wilkes Barre East

1063 Highway 315 , Wilkes Barre, Pennsylvania 18702

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Guest Reviews
Each review and rating that we receive is verified to ensure that we only display information provided by guests who have actually stayed in the hotel.
80%
Recommend This Property

Overall Experience

4.1

based on 1031 reviews
80%
Recommend This Property

Ratings Breakdown

1031reviews

  • 5 Stars
    534
  • 4 Stars
    238
  • 3 Stars
    106
  • 2 Stars
    86
  • 1 Stars
    67

HORRIBLE HORRIBLE HORRIBLE

By

15 August 2019

We stayed at the Holiday Inn Express in Wilkes Barre, PA, on August 7th. We had two adjoining rooms. On August 8th, the girls packed their bags and left their stuff in our cars. We were going to come back to the hotel to check out, but the other mom and I wound up checking out at 11am because the housekeepers were standing outside of our rooms for over an hour talking loudly and we felt pressured to leave. During the drive home to NY, my daughter told me that she had left her stuffed panda on her pillow. My daughter has slept every single night with this panda for over ten years, she can't sleep without it. I asked my husband to call the hotel since I was driving, and he called my daughter to tell her that the hotel front desk person, had told him that the housekeepers had left for the day and that they would have someone check the room and the laundry the next day. I then called on speakerphone and spoke with the front desk person and asked her if someone could just quickly check the room for the stuffed panda and I explained to her that my daughter suffers from extreme anxiety, and I explained how important her stuffed panda was to her. The front desk person went on to say how understaffed the hotel was and that she would have someone check on the panda the following day. She told me to call at the "magic hour" of 2-3pm. This was when the laundry would be done. I called back and told the front desk person that I would like to offer a reward for the panda bear, to which she stated that she didn’t want to relay that information because then it would be a “feeding frenzy” down in the laundry room. But that’s what I wanted – I wanted SOMEONE to take charge and look for the panda in the laundry or in the garbage (which is where the housekeeper most likely tossed the panda).

I was a little disheartened that someone couldn't simply go upstairs to check on the panda, or at least ask me where the panda had been left, or offer to call me back after checking. There was no concern, no compassion, no interest. My husband called the following morning and he was told that someone had spoken with the housekeeper and she didn't see the panda. Which is impossible because we knew exactly where the panda had been left. I got the next person on the phone, I relayed the story to her, and she put me on hold for a long time and told me that I should call the next day to find out if the housekeeping staff had put the panda in the lost and found locker. I wondered why that hadn't been suggested on Thursday morning. I asked to speak with the general manager, and I was put on hold again for a very long time and then switched to his voice mail, and I left a detailed message for him along with my phone number. No response from him. I asked to speak to the person in charge of housekeeping and got another big sigh in response and left a message for him. Another phone call not returned.

As instructed, I called yet again the following morning and spoke with someone who referred to herself as a manager, an incredibly rude, disinterested, and somewhat hostile front desk manager who laughed when I expressed my disappointment that no one had taken the time to go upstairs to check the room when we called, or at least taken the time to call me or my husband back. She then told me that she herself had checked the room on Friday and didn't find the panda (meanwhile she was the same person that had told my husband that she was unaware of the situation of the missing panda and he had to relay the whole story to her when he spoke with her on Friday - how did she check for an item Friday morning when she told him she wasn't even aware it was missing on Friday afternoon?).

My daughter hasn't slept in days and is constantly crying. And yes, it's our fault for leaving the item behind in the first place, and it's not the worst tragedy in the world but it could have been avoided. I hate watching my kid be this upset over something that could have been very quickly and simply avoided. The housekeeping staff had to have thrown it out and I'm annoyed that no one in this hotel had the courtesy to see the item and call me to come obtain it. I would have driven the four hours to pick it up.

I will never stay at a Holiday Inn again. Other hotels would have been much more conscientious, kind, and considerate. We didn’t receive a single phone call, not one word of concern or making us feel as if someone was in charge and going to do their best to help us. Nothing.

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