Holiday Inn Express & Suites Yorkville, an IHG Hotel

Your Hotel.com site said this was pet friendly... I booked a two night stay. Upon arrival they rejected us; stating they were not pet friendly unless I wanted to say my 15# Cockapoo was a service dog. I'm not a liar, he is not. Now I am out 2 nights stay of money... That's A LOT of money for me! The voicemail I left for the Holiday Inn GM were never returned. They cited I didn't cancel with in 24 hours in advance. HOW could I??? I feel this was FRAUD and collusion with your misrepresented 3rd party app information and these hotels. It's an absolute bait and switch!!! I will never use your app or your affiliate apps- and will gladly tell friends, family and business associates about how poorly I've been treated !!! I believe this is FRAUD - wrongful or criminal deception intended to result in financial or personal gain. I believe this is COLLUSION - A secret or illegal cooperation or conspiracy, especially in order to cheat or deceive others. I believe this is BAIT AND SWITCH- a deceptive sales practice where a retailer advertises a product at a low price to lure customers into the store, then tries to sell them a different product, often of inferior quality, at a higher price. The retailer's goal is to mislead the customer into purchasing the different product, which usually generates a higher profit margin for the retailer. Or in your case lie about my pet being a service dog to confirm to a policy that Doesn't respect the service dog / needs of those who need them!!!!

This was our first stay at this Holiday Inn. We were in Illinois visiting family. The location is excellent - right in the middle of many restaurants, a movie theater, shopping and local craft breweries. The hotel itself was quiet and clean, with ample parking. The front desk staff were friendly and helpful. The included continental breakfast was delicious with options to dine in or grab and go. Our room was clean and roomy. The bed was the most comfortable bed I have ever slept in! Even better than my bed at home . We’ve stayed at a local Airbnb for years in this town, but decided to try something different. I’m so glad we did! This will be our go-to place to stay when visiting from now on.

The rooms were fantastic! Check-in was a challenge as we reserved two rooms for our stay, in our family members name. We were NOT allowed to check-in for our daughter (though I paid for the rooms) until she was there. Then she was given a room we didn't request and then told it was our fault we picked that room. When travel delays caused a missed night, no accommodation made for non-use of the room in a hotel that was not full. We would try to go to the check-in counter when certain personnel were not working. Very difficult time for our family, and check-in "processes" did not help the matter.

We went there with our kids, specifically to swim. An hour after we checked in, we were informed that the pool was closed! We decided to try and stay after all, but after another hour, my daughter yelled that a bug was crawling towards her on the bed...turned out to be a tick! We immediately packed up and went to the front desk, who refused to refund us. We left and found a hotel with an open pool and no bugs.

I am totally completely DISPLEASED and INFURIATED at my stay. We had a very rough evening on Saturday night with a family event and needed to get a room for the night. The only way to comfort our daughters with having to stay 2 hours from home after a bad evening was that there was a really nice pool. WELL, no pool. Front desk customer service 101…..INFORM THE GUEST AT TIME OF CHECKING IN THAT THE AMENITY IS NOT AVAILABLE!!! Didn’t find out until AFTER my daughters had already got their swimsuits on and went to pool area. But let me backup…..NO TV either. Just told by the front desk and I called down that it will go to the weather. 10:30 AM next morning and maintenance knocks on the door to fix the TV. We asked him about the outage from the weather and he said that it was just our TV, I am FURIOUS!!!!! And next, My family had to wait 40 minutes to get our hot breakfast because apparently it’s too hard to forecast how many guests are checked in. So FINALLY, wanted to express my concerns at time of checkout and no one to be found at desk with a sign left with a phone number to call. Called management and have yet to receive a call back. I want a refund. I should have stayed on the couch at a family members.

The room didn’t have towels and soap. One we asked for one their answer was they don’t have one. They looked and gave us one towel. We are a family of four. The pool was in maintenance when we got there.

I was traveling with my family (several small kids) and had been on the road for several days, so when booking on Hotels.com, finding a hotel with a nice room and a pool were at the top of my list of priorities. The pool is nice to let everyone "get some wiggles out" after a long day in the car. Upon arrival, we were greeted by the front desk upon check-in with the news that the pool was closed. Front desk clerk at check-in was very scattered and was obviously not empowered to make any decisions of to help with my concerns that I immediately expressed about the pool being closed. She just scribbled down a note on a scratch piece of paper and told me that she would pass along to manager in the morning. I also tried reaching out to the hotel via message in response to their request for me to provide feedback and have received no reply. I also have not heard from the manager that the front desk clerk promised would be contacting me. A week later... still no replies... I spent a significant amount on renting a room here for a night because I expected it to provide the amenities that the ad showed and was pretty much told "sorry for your luck" by the front desk and have received no further feedback. Customer service is poor here. Room was mostly clean, though there were some dirty spots in the bathrooms and there was a broken outlet cover where a kid could've electrocuted themself (I covered it by moving furniture around). Very disappointed with my stay.

Staff was Super Friendly and helpful! Everything was clean & smelled fresh! My family had a great time!! Thank you so much!!