Holiday Inn Express & Suites Stroudsburg-Poconos by IHG

Reviews

• SK

  Serik Kongyrbay

  Jan 3, 2026
  1.0
  Booking through: Expedia Hotel: Holiday Inn Pocono Check-in date: December 3 Issue: Misrepresentation of amenities / breach of contract I am filing a formal complaint regarding my stay at Holiday Inn Pocono, booked through Expedia. At check-in (around 5:00 PM), I explicitly confirmed with the front desk that the indoor heated pool was operational, as this was a material condition of my booking due to children. The staff affirmatively confirmed that the pool was available and working. Immediately after check-in, it became clear that the pool was not functional. The water was unheated and unsafe for use. Other guests with children were also unable to use the pool. Hotel staff acknowledged the issue and repeatedly promised repairs (“10 minutes,” “20 minutes,” “30 minutes”), but the problem was never resolved before pool closing time. Despite this, the hotel refused to issue any refund, stating that the booking was made through Expedia and shifting responsibility away from the property. This constitutes: • Misrepresentation of advertised amenities • Failure to provide a material service promised at check-in • Breach of contract and consumer protection standards Due to the late hour and traveling with children, relocating was not a reasonable option, leaving us forced to stay without receiving the promised services. Requested resolution: • Partial or full refund for the affected night • Case escalation under “misrepresented amenities / service not provided” Please escalate this matter accordingly and advise on the refund process.
• JW

  Johnny Wong

  Jan 3, 2026
  2.0
  1/2/26 – Poor Front Desk Customer Service On January 2, 2026, at approximately 7:40 PM, I went to the front desk to request towels for my two rooms, as they were not replaced during morning housekeeping. This was my second request for extra towels, which were clearly needed as both rooms were booked for four guests each. Unfortunately, the same female front desk representative was extremely rude and dismissive. Her attitude suggested that I was inconveniencing her personally rather than making a reasonable guest request. She was disrespectful and unprofessional, and basic customer service was clearly lacking. Asking for towels should not be met with hostility. That said, I want to note that the breakfast service staff and housekeeping staff were very friendly, professional, and helpful during our stay. This interaction at the front desk significantly detracted from what should have been a comfortable stay. Hotel management should address both the staff’s conduct and the apparent disconnect between housekeeping and room occupancy to prevent this from happening again. 1/10/26 for GM Frenchie: Thank you for your response. I would like to clarify that I did ask the front desk staff for towels. The female staff member informed me that there were no towels available until 7:30 PM. Shortly afterward, I encountered housekeeping staff on my floor, asked them for towels, and they gladly provided what I needed without hesitation. The housekeeping staff displayed a much warmer, more welcoming, and friendlier attitude compared to the front desk staff member I interacted with. Unfortunately, the front desk staffer did not have a name tag displayed, which made it difficult to identify her. With that being said, I believe this front desk employee would benefit from additional training from you or your company in hospitality and guest service standards. A welcoming and courteous approach at the front desk is essential, as it often shapes a guest’s overall impression of the hotel. Thank you for taking the time to address this matter. I appreciate your attention and hope this feedback helps improve the guest experience moving forward.
• MM

  Mark Magauay

  Dec 23, 2025
  3.0
  Good day. I am writing to share a concern regarding my recent stay at your hotel. Overall, the room was comfortable and clean, and I would like to commend your staff for being courteous, helpful, and professional throughout my stay. Their service was greatly appreciated. However, I would like to bring to your attention an issue with the shower in my room. The shower knob was not functioning properly, which made it very difficult to adjust the water and take a proper shower. Unfortunately, this caused significant inconvenience during my stay, as showering became quite challenging. Aside from this issue, the room itself was satisfactory. I am sharing this feedback so the maintenance team can address the problem and prevent similar inconvenience for future guests. Thank you for your time and attention to this matter. I appreciate your commitment to guest comfort and look forward to your response.
• JK

  Joseph Kavanagh

  Dec 23, 2025
  3.0
  Clean quiet room. Wasn't impressed with housekeeping or the front desk staff. Reported no shampoo in the bathroom (hand soap was in its place). Given a single small bottle for 3 people, was told housekeeping would take care of it next day. Even called next day to remind the front desk. Assured it would be corrected. NOPE, didn't happen. They didn't care. Was told they were out of shampoo bottles at front desk. A little disappointed from a service side perspective but it was at least clean. Asked for an additional towel (3 registered people in the room), treated like we were trying to steal their linens.
• AM

  Ashlyn Marie

  Dec 13, 2025
  1.0
  If I could give this hotel ZERO stars I would. We are currently staying here for a couple nights to visit family for the holidays. At first glance the rooms appear clean with no issues. The staff on our first night so overly friendly. A younger gentleman. Since the first night at check-in we have only dealt with rude employees, cockroaches in our room and no help whatsoever. Our first room had a cockroach in it and when we brought it up to the woman at the front desk her only response was “I don’t have anyone here to deal with this right now” and moved us 3 rooms over, only to have another room with more cockroaches coming out of the wall. When trying to ask the front desk for help, she could hardly be bother to get off of her cell phone to help us with the issue. No care at all. Now 8:17pm, with three kids sleeping in this hotel room with cockroaches… absolutely disgusted. I also tried politely asking for a plate at the front counter and she was so rude about it. Dealing with cockroaches in two rooms now, you think we could get a measly paper plate or two. Also, neighboring rooms are doing nothing but making obsessive noise and banging on walls after hours.

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