Holiday Inn Express & Suites Ft. Washington - Philadelphia by IHG

Reviews

• GC

  Giovanna Carpio

  6 days ago
  3.0
  I would like to share a complaint regarding my experience with a member of the breakfast staff during my stay at the hotel. Today August,16. At 7:00 am. This morning, I needed assistance using one of the machines in the breakfast area because I was not familiar with how it worked. Unfortunately, instead of receiving a simple and courteous explanation, I was treated in a way that made me feel uncomfortable and embarrassed. I understand that the staff may be busy, but there is no reason for a guest to be treated disrespectfully simply because they do not know how to operate a particular machine. Not every guest speaks English fluently, and I believe hotel staff should be prepared to assist guests from different backgrounds with patience and professionalism. What was especially disappointing was the attitude I received when I was simply asking for help. A brief explanation would have been enough, and the situation could have been handled very differently. This is my first time staying at a Holiday Inn, and unfortunately, this experience has been disappointing. I believe good customer service is an important part of the guest experience. I hope management will address this with the appropriate staff and remind them that every guest deserves to be treated with courtesy and respect, regardless of their language ability or familiarity with the hotel’s equipment. I am not looking for special treatment. I simply expect the same basic respect and professionalism that any paying guest should receive. Thank you for taking the time to review my concern. I would appreciate knowing that this feedback has been taken seriously.
• KH

  Kiari Hendrix

  Aug 12, 2026
  5.0
  Kevin is an absolute legend of a manager! He was incredibly helpful and went above and beyond to help me rearrange my booking dates after Expedia failed to help me. If you’re looking for a hotel, I highly recommend booking here. Great service and even better management!
• MT

  Martin Toomajian

  Aug 10, 2026
  5.0
  Very comfortable stay in a well maintained facility. We appreciated the delicious and professionally prepared hot breakfast each morning. My daughter had a blast in the pool, which was not too crowded, but where she was able to make friends. The fitness center was clean and easy to use. This reminded me why, even with so many Airbnb options, a hotel can be the best choice for a family.
• WW

  Wendy Wilkinson

  Aug 3, 2026
  2.0
  I sadly will not return to this location. My room smelled of dirty feet and the carpet was filthy. The toilet would not flush the paper down and the shower leaked all over the floor. I had to keep taking walks because of the smell in the room. The air conditioner was either freezing or it was stagnet in the room. The hallways were very very loud constant closing of doors and noise.
• BD

  Brooke Day

  Jul 22, 2026
  1.0
  I booked a room block through my travel agent at this hotel a year in advance. I was told this hotel specializes in room blocks, so I trusted this would be a smooth experience. From the very beginning, as the contract was signed the sheer incompetence was evident. I authorized the deposit in one amount, and they charged my card 3 different times the same day and it still did not add up to the amount the deposit was supposed to be. I was covering the entire room block myself, 18 rooms. Adjustments were made to the room block up until April of 2026, as guest's availability changed. This was communicated with Jenifer in sales each time and each time my travel agent was assured these changes were made and recorded appropriately. Each time I made a payment and filled out the authorization form it would take a full day or 2 for the payment to be processed. When I arrived for check-in, I was told the room type I requested was unavailable. I explained this room block had been booked for a year. I was then given the correct room. I put a card down for a deposit, but when I tried to charge things to my room they told me I could not because there was no card on file. I showed them the charge on my account, and they still insisted there was no card on file. As my guests started to arrive the following day It was just chaos. Check in was a nightmare, it's as if they weren't expecting anyone to show up for the 18 prepaid rooms. I expressed my disappointment about everything to Jenifer directly and was quickly dismissed with "this is the first time anyone has complained about this", as if that made any sense. Some rooms were required to put a card down for a deposit and some were not. There was no consistency on this. We added a night to one of the rooms and confirmed the rate. Upon check out we were told they had no knowledge of this even though a new key had been provided the night before. We tried to pay for the extended night, and payment was refused again because they said they had no knowledge of this. I was not provided a receipt at checkout. On the way home an attempt to charge my card for an additional $500 was made. Upon checking on this my travel agent was told one of the rooms on my block had not been added to the master account by Jenifer even though she confirmed it was and therefore was not paid for in advance like the other 17 rooms. They were also charging me for the 1-night extension on one of the rooms that we tried to pay for before we left. These were errors on the part of the hotel. We were assured that "extra" room had been added to the room block in April, with emails to prove it and I was under the impression it was covered when I made my last payment. We tried to pay for the extended night, and they did not accept it. Passing these very clear staff errors on to your customers is very distasteful. We made every attempt to not leave balances and because of the lack of professionalism and basic customer service that didn't happen. I would not stay here again for these reasons. I gave you almost $8,000 and because of careless mistakes made by your employees you are short. That is not a customer issue, it's a customer service issue that should be resolved on your end, not on mine. Never again....

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