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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.
85%
Recommend This Property

Overall Experience

4.1

based on 606 reviews
85%
Recommend This Property

Ratings Breakdown

606reviews

  • 5 Stars
    330
  • 4 Stars
    138
  • 3 Stars
    54
  • 2 Stars
    45
  • 1 Stars
    39

Botched Family Trip

By

July 17, 2017

I am not a regular to posting negative reviews, but after several contacts with the hotel and IHG customer support I still feel like my family was mistreated by this hotel. Let me explain the situation. My whole family planned this trip to treat my dad to a ballgame in Cincinnati as a father’s day gift. Our group included, my parents, my family of four and my sister’s families of four & three. Thirteen of us all together. We live in three different states, so it’s pretty special when we can all be together. I took care of all the hotel reservations for this trip. I initially booked mine and my parents together for 2 rooms (we were treating my parents, so I would pay for their room). My sisters were OK with me doing the same for them, so I booked 2 additional reservations for single rooms.

We arrived in Cincinnati early in the day, but it was too early for check in and since the game was at 4pm, we decided check in would need to wait until after the game. Upon arrival at the hotel, the desk clerk working indicated she only showed 3 rooms for us and 2 of them had just a king bed. Being very confused as to what happened to the other room I booked, my husband noticed he had a voicemail. While we were at the ballgame, the hotel had called to let us know they assumed we had made a mistake on our reservation and didn’t need the 2 rooms that were booked on the same reservation. Had we answered this call maybe things would be different, but we were at a BALLGAME as a family. Paying attention to the cell phone wasn’t priority. None the less, it was obvious the hotel had overbooked and my family lost. The clerk on duty got frustrated with the situation with my family group and another couple that was also trying to check in with a “missing” reservation and stormed off. At that point I was trying to work with the hotel manager on the phone as to what could be done for my family. Another clerk came on duty while the first clerk was still away. She helped get my family checked into the three rooms we still had and we got the sisters and parents settled in for the night. The hotel tried to locate another room in Cincinnati for my family of four, but nothing was available within 40 miles. My family opted to just book another room in Indianapolis and head 80 miles back toward home.

If all of this wasn’t enough, we had further situations with this hotel. When my sisters got their room charges the next morning they were different even though they were identical room types, and neither amount was the rate quoted on the reservation. Also, my nephews used the pool while there, and ended up with blue paint all over their legs and feet. A maintenance worker noticed this and said he had told (I assume management) someone that the new pool paint needed 48 hours to dry before it was refilled. This obviously didn’t happen.

I have made repeated attempts at working with IHG and the hotel, but the most I have gotten (and this is after a week’s worth of phone calls and emails) is the 40,000 rewards points the clerk told me I would get for the inconvenience to begin with. No one has reviewed the discrepancy in the room charges, or the paint issues, or APOLOGIZED for the situation they caused my family. The hotel manager continually just sends me one line emails with rewards points. What I’d like is for her to really acknowledge how her hotel was lacking and apologize for it. All businesses/people make mistakes, it’s how you handle them and the people you’ve effected that really counts. So, stop throwing points at me and start treating me like a person. A person who’s more upset about the time missed with family then the money spent at your hotel.

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Construction Zone

By

July 17, 2017

club

My title says it all. The hotel was being renovated, which I wasn't told about when booking my reservation. The second floor hallway and stairwell were still in the middle of renovation and filthy with construction dirt and dust. The curtain was dirty when and had to be changed, and AC vent was full of dirt and what looked like plaster dust. I informed the front desk clerk who apologized and said she would give me extra reward points. I should have been comped for the stay. The pool was closed for renovation, too, which I hadn't been informed about in advance, which was a disappointment, because we had planned to swim. Overall, a very disappointing stay given that I've always liked Holiday Inn Express hotels for their cleanliness and consistency.

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Excellent!

By

July 17, 2017

Great hotel with friendly and helpful staff. We arrived early and the housekeeping and front desk staff went above and beyond to prepare our two rooms.

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Kentucky stay

By

July 16, 2017

club

The room was comfortable and clean but the walls seemed to be fairly thin. There were guests in the room above me that sounded like they were engaged in a WWE cage match that extended past Midnight. Fortunately, I can sleep through anything but I know friends that stayed in nearby rooms had a difficult time sleeping. Calls to the front desk proved fruitless.

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Perfect stay!

By

July 13, 2017

club

We had no issues whatsoever. Room was completely updated, staff was so friendly and helpful!

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Great staff

By

July 12, 2017

Upon arrival, the front desk was attending to my party consisting of 5 rooms and also checking in a large wedding party. Check in was exceptionally swift, through, and accurate.

Returning to the hotel after dinner a severe storm had resulted in no power throughout the hotel and several surrounding blocks. The staff was calming and comforting (especially to the very worried bride to be).. . The staff had flashlights and were cheerful in assisting us to our rooms.

Overall, despite the renovations in progress, the pool being closed, and a night without power the staff made our stay very comfortable and relaxing.

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Trip to Cincinnati

By

July 12, 2017

Comfortable new bed. Breakfast and service was good. Location of hotel was close proximity to downtown attractions.

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Nice staff, comfortable room.

By

July 11, 2017

club

The staff was great and always helpful. The hotel is undergoing renovations and it's obvious the staff wants it to be successful. We had a great stay.

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Great new furnishings and remodel.

By

July 10, 2017

platinumelite

Overall great furnishing, cleaning staff lacks in doing job.

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Wait until the construction is over before going here!

By

July 07, 2017

Spire Elite Member who is not very happy.
Hotel seemed to be short staffed in every area due to the renovation, everyone was overwhelmed and in a bad mood.
Check in was lousy, typically my packet is already prepared and I give them my ID and credit card and voila, I have a room. Not here. They didn't acknowledge my rewards membership and I waited along with many others as the desk staff juggled room to accommodate people, plus the lobby AC did not work.
When we finally did get one of our 2 rooms we had to walk through a construction area to get to our room.
Repeatedly requested a roll away and was told there was one available, but every time I went to the room, no cot! Finally the kids went down at 9:00 and stayed in the lobby until we got one.
The pool was also recently renovated but the paint was still wet when they decided to fill it! The kids were full of blue paint which we had to scrub off in the shower. I hope no on ingested any of the water!
The lobby was too hot to have pizza in, so we went back to the room.
The rooms were fine, but they weren't done and some of the things they installed were not done properly.
Breakfast experience was horrible! The trash hadn't been emptied and things were falling on the floor. Most items were out and when they did bring things out they were cold! Except for the OJ, it was warm!
The lady working the kitchen should find another job. She wasn't happy to be there and was cussing at the pancake maker for not working properly, using GD and MF is not appropriate in any workplace, especially in front of the public and small kids.

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Cincybethann

By

July 07, 2017

club

Loved being greeted as rewards member of the day! Our room was newly remodeled and beautiful.

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Cincinnati

By

July 07, 2017

platinumelite

I was a little disappointed. The rooms were fabulous. The area was a little sketchy. I stayed on the other end of the levy the night before. Amazing how different the nights were. Would be nice if some how a safer environment ( walk ways , lighting or maybe a bike rental station) or more activities on this side could have been offered. Maybe the hotel could offer a ride to the attractions. I wish I would have been informed of the remodeling and pool being closed. This was a very different kind of stay at the Holiday Inn. This hotel chain is my go to. Rooms were very inviting. Staff weren't rude so to speak , I just have always had very out going and they go over and beyond! Maybe they were stressed with clients and the remodeling.

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