Holiday Inn Express & Suites New Castle, an IHG Hotel

We are a family of 10 and booked two rooms online for our cross country trip. We arrived around 7 pm and were told it would be 30 minutes to get the rooms ready. After going across the street to eat we came back 45 minutes later and we’re told only one room was ready. We went to that room and found it stripped of sheets and it had not been cleaned. Our third trip to the front desk was no better. Ultimately it took them almost two hours to get our room ready. Mind you we had many small children who were tired and cranky. The front desk clerk had parked herself on the couch in the waiting area and was reading some sort of paperback novel and wasn’t concerned about our kids waiting in the area. Totally disgusted by our treatment.

My wife and I attended a family get together then stayed one night. The hotel was very nice. The morning after our stay we met my family for breakfast therefore We did not have an opportunity to have breakfast there. The hotel was very nice and met our expectations. I would stay there again and recommend it to others. Staff was very friendly as well

Management is what makes this hotel a future go-to for my family. The bathroom couldve been cleaner (bottom shower liner looked dirty and signs of mold on the caulk in the shower) but overall experience was good. Looking forward to returning with my family in the future.

Phone rang at 11pm as my children and I were newly asleep.

My room upon arrival was very dirty. The bathroom had hair on the floor. When I picked it up with a tissue, the tissue came back nearly black. The sheets and pillows smelled like body odor. The breakfast was uninspired. Lastly, the front desk told me checkout was at noon, but the housekeeper knocked on the door and said we had to vacate at 11 am because she had to pick up her child at the bus stop! However, the room was spacious, the mattress comfortable, and the entire staff was friendly, helpful, and courteous.

Room could have been cleaned better, also check in not until 3 but pool was closed at 5 on a Saturday? My kid was looking forward to the pool that was kinda stupid. Why close pool 2 hours after your check in time