Holiday Inn Express Cincinnati West, an IHG Hotel

The hotel itself was nice and clean. Room was clean and bed was comfy. The staff was also very friendly and kind. The hotel had a maintenance issue during our stay which resulted in the whole building having no hot water. They told us it should be fixed in a few hours but we woke up the next morning with no hot water still. Checked with the front desk and asked if we could be refunded for our stay. They told us that we could certainly be refunded for the full amount before taxes and fees which was around $120 and that they would initiate the refund with Expedia and we would receive an email. Days later we still haven't received an email so we reached out to Expedia and they told us the hotel never initiated any refund. They contacted the hotel for us and now the General Manager is stating we can only be refunded 50% of our stay. We would have been okay with this if that was what they had initially told us, but instead they told us we would receive a full refund and that they would start the process with Expedia. Had we not reached out to Expedia ourselves, we would have never been refunded anything for our stay. We also wish they would have kept their word on refunding us the full amount. Do not promise something if you can not actually deliver it.
Apr 7th, 2024

Rooms: We didn't have enough towels or soap Food & drinks: Breakfast was good
Mar 22nd, 2024

They have absolutely no service accept the front desk. The rooms are clean and the beds are really comfortable. And the rooms are spacious so that part is good, but just no service. Also, the gym was a disappointment.
Mar 22nd, 2024

Nice experience
Feb 15th, 2024

Feb 12th, 2024