Holiday Inn Express & Suites West Chester by IHG

Reviews

• KF

  kathleen ferrara

  Aug 12, 2026
  1.0
  WORST HOTEL I HAVE EVER STAYED! Filthy room! Rude staff especially assistant general manager who was prejudiced against my daughter who has severe developmental disabilities! Changed us 126.00 extra cleaning fee because she is incontinent. AWFUL HORRIBLE OWNERSHIP AND MANAGEMENT. DISGUSTING PLACE AND MANAGEMENT. Do not stay here!!!
• AC

  Alexander Cadwell

  Aug 10, 2026
  1.0
  Stay here if you want bugs in your room and management that will ignore you for months after promising a refund. I had the misfortune of spending $300 for a one-night stay at the Holiday Inn Express in West Chester, PA. Upon entering my room, I was greeted by extremely hot and humid conditions. While inconvenient, that alone wasn't enough to ruin the stay. A few minutes later, however, I noticed what appeared to be a squashed roach on the wall. I immediately notified the front desk. A maintenance employee came to the room, scraped the insect off the wall, and then sprayed roach killer throughout the room. That was the extent of the solution. I requested to be moved to another room, as I had no interest in staying in a room with evidence of pests and freshly sprayed insecticide. I was told the hotel was fully booked and no alternative room was available. At that point, I packed my belongings, checked out, and left the property. While driving home, I called the hotel and explained why I was leaving. The front desk employee acknowledged the issue and assured me I would receive a full refund, but stated that only the manager could process it on Monday. That refund never came. Over the next 45 days, I called the hotel at least five times, each time being told the manager would call me back. I also left a direct voicemail for the manager. Not once did I receive a return call or any meaningful follow-up. The only positive aspect of this experience was IHG customer service, which was professional and responsive throughout the process. Unfortunately, the management of this property falls far below the standards I would expect from an IHG-branded hotel. Finding what appears to be a roach in your room is bad enough. Being promised a refund and then ignored for weeks afterward is even worse. Based on my experience, I cannot recommend this hotel.
• XD

  xinxian deng

  Aug 4, 2026
  4.0
  We were given a room here after our American Airlines flight was delayed, which caused us to miss a connection. Hotel rooms were nice and comfortable, but the bathroom door couldn't lock and the shower diverter was ineffective at best and led to a 50/50 split of water pouring from the bath and from the shower which was somewhat a waste of water. We woke up early at 6 during the weekday for the breakfast and it was punctually prepared and had a good variety of offerings, such as sausages, bacon, pancakes, and yogurt, that is to say, standard continental breakfast fare. I also personally appreciated the relaxed demeanor of the man at the front desk when we had a rather peril-fraught day and Lyft ride to the hotel.
• JE

  J E

  Jul 25, 2026
  5.0
  Excellent place to stay, breakfast and coffee was too notch. Plenty of pillows for a great night sleep. They have a partial gym, more for cardio then lifting weights
• KR

  K R

  Jul 12, 2026
  2.0
  Called to make a last-minute reservation for 2 nights, but perhaps we would only need one night. Rep who took the call for the reservation said to just make a decision upon checking in and the reservation would be changed to one night, if necessary. Rate quoted was not rate honored. Was charged $60 more for the night than we were told over the phone. The explanation provided sounded suspect, so we will be following up on this. The room was meh and not the cleanest. We found a hair and dust "bunny" on the sheets when we turned down the bed -EWWWWWW!!! The bathroom could have been cleaner. The window had no curtain, so we dealt with parking lot lights shining into the room all night. Needless to say, we did not sleep well. Breakfast was average, nothing special. The dining area wasn't cleaned between people eating, so we cleaned our own table. The fitness center was a JOKE, and probably somewhat of a hazard. There were no towels, no cups for water, and half the machines did not work. It looks like no staff sets foot in there for cleaning or equipment maintenance. I know most hotel gyms aren't "real" gyms or fully equipped, but Holiday Inn shouldn't even advertise this as a usable facility. Probably would not stay at this hotel again.

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