Holiday Inn Express & Suites Norwood-Boston Area, an IHG Hotel

I am writing to express deep disappointment and concern about an unfortunate incident during my recent stay at Holiday Inn Norwood - Boston. My family and I faced an unsettling situation that made us feel unwelcome. Our stay was marred by issues, notably persistent dog barking from the adjacent room. I approached management for help, hoping for a peaceful resolution. However, their response escalated the matter. Astonishingly, after voicing my concerns, management involved the police and asked us to leave. I understand challenges in hospitality but find the response disproportionate. I expected a more considerate resolution from a reputed guest-focused hotel. The lack of attempt to mediate, coupled with misrepresentations and inconsistencies from management, is deeply concerning. Initially, we were assured of no dogs, later told they'd be quieted. Yet, when barking persisted, a legal provision about service pets was used, forcing us to a smaller room or to leave. Involving law enforcement unnecessarily compounded our frustration. I request a review of our experience and appropriate action to address this matter.

We asked to prepare the bed for our children and they didn't do it+ they put 3 towels for 5 people

6/9/23 Night attendant person was terrible!!! My family arrived from North Carolina around 4am. I called ahead to let it be known we would be arriving early in the morning. I waited at the front desk for 15 minutes before the male employee come from wherever he was at looking like he just woke up. He checked us in. He gave us the keys to a room that someone was asleep in. HOW SAFE WAS THAT!!! As a black woman opening the door to a room occupied by a white male I was mortified!! Lucky the gentleman did not hear us! I go back to the attendant and he asked did I go to the right door??? Are you serious!!! I went to the door of the room number that was provided!! Then he said and the key opened the door???? WHAT!!! I was done at that point. The room that I was then provided was terrible. Rm 420 has a crack in the tub. The t.v has a makeshift dresser drawer holding up the t.v and the wood slab under the tv stand is broke and leaning against the wall. This weekend we traveled to lay my mothers ashes and to have to deal with a crummy hotel was awful!

The ceiling had hand prints on it which frieghtened the kids. The carpet was stained. The pool was closed. The sofa bed didn’t have a blanket or pillow for it had to ask and they said they didn’t have any blankets.

Air conditioning is not great that at night it has stopped the fan and become suffocated in the room, there is no window for fresh air. Gym is not like a hotel it is like anyone can have at home, pool is indefinitely closed but listed on the website which is an invalid claim, breakfast is so so when it comes to variety. Business center is a junk yard with decades old equipment, my kids have better computers and printers at home than the business center at this hotel. Other day I had to email my document to person at front desk to print one piece of document because printer is 15 years old and no driver is available. who owns this hotel should spend few hundred dollars to improve it. And the price difference is only 10$ less than a better hotel so not economical. This location does not have any discount.

I was told we were in room with a separate adjacent room with a pull out couch for the kids. I specifically confirmed this with a guy at the desk I spoke to over the phone - and even CALLED BACK separately to reconfirm the side room. This was completely inaccurate and misrepresented by your staff. Also, I mentioned the pool over the phone and the guy I was speaking to didn’t mention it was “closed indefinitely”. These were the two factors that made me select this hotel over other nearby hotels in the first place.

Was greeted upon arrival with a sign that says, "Pool closed indefinitely." While I'd like to give them props for being open to cancelling the balance of my reservation so I could go elsewhere, they were almost TOO willing, like they were prepared for that. Instead, why don't you let customers know ahead of time (especially a family with 3 kids staying for 3 nights). We ultimately decided to stay due to convenience and what was offered nearby on such short notice. Our room had a bathtub that was gross. Red stains in the shower, some sort of epoxy on the floor of the tub - which wouldn't close... we found that out when my 6 year old tried to substitute a bath for swimming. When cleaning our room to leave, we found food NOT FROM US. It had been in our room at least 4 days. Disgusting. Our 2nd room didn't have a tub. Grandma was pretty disappointed that she couldn't take a bath, as well. Breakfast was disappointing. The hot foods were set out sporadically. The fruit was apples. All weekend. No other options. (Not even a banana? Seriously?? I saw your produce prices... buy something different!) There was coffee and hot water in the lobby, which was nice to come back to at the end of the day. Until we realized all the coffee was cold and the hot water was empty. I never saw anyone at the desk except when we checked in. The elevator sounds like a death trap. If none of that matters to you...... the beds were like heaven. So if all that matters is your sleep, this is the place!!!

My family very enjoyed.

We enjoyed the upgraded suite, especially with young kids. Made naps and sleeping much easier.

The room was clean except no bath mat in the tub, it was stained so I tried to clean it but it wouldn’t come off. I asked for a rollaway bed but a baby crib was placed in room instead. I cancelled the rollaway bed thereafter. The most disappointing was I called before booking to ask if the pool was open for use, the staff told me hold on while she verified it was and stated it is ready for use. I booked hotel for family swim for Mother’s Day as well as for self pain therapy but to walk in and get told the pool is closed! I already prepaid, it was evening and definitely too late to replace hotel having kids with us. The front desk staff stays in the back room and comes out when someone comes to the desk. Anyone can walk in and out of that hotel. No receipts were given upon check out when asked. We were told hotels.com will give a receipt! We feel set up because we booked 2 different rooms and didn’t get what we came there for!