Holiday Inn Express Hotel and Suites Fort Wayne By IHG

Poor

Liked: Check in staff was wonderful and professional. I asked about check out time and she offered a late check out. We agreed. My receipt from Booking.com stated checkout at noon. Room was nice and comfortable. As we were getting ready to leave and going out the door the room phone rang. I answered and a young man who didn't tell me his name said he was with the hotel and wondered if we were checking out that day and I said we were just walking out the door. He then proceeded to question me why we were leaving late. I explained to him it should have been written in our arrival. He said nothing was there and continued being rude about having to find out if what I was saying was true and talk to the manager and the woman of color who checked us in. In other words wanted to charge us more money. I asked him to please call me back. He called me back about 5 min later and said he confirmed with the night desk that she had told us we could have late check out. He then proceeded to bash the young lady saying she would have consequences for her actions. I expressed my being upset he insinuated I was a lier and that telling me what would happen to her was not my concern. He was not her manager. I felt terrible for her. My receipt says late check out and it also states on website. The young man hung up on me as well. So rude! Not being treated as a valuable patron and talking about another employee to me was very unprofessional! It made a trip to that city to see family end with bad feelings. I will never come back to that establishment again no trust Booking.com with putting a check out time that obviously caused so much diress!

Superb

Liked: The place was clean. Quiet room was decent sized.The staff was very polite Gabby and her cousin were awesome. The cousin sorry can't remember her name was so good with my granddaughters as the peppered her with questions....

It was ok

Liked: Breakfast was good but they were running out of food because they didn't plan ahead well enough for the amount of people staying that weekend.
Disliked: It stated they had a hot tub in the pool area and it is no longer there. It was there last year when I stayed there. It is still on thier website and in your description but the hot tub is gone.

Exceptional

Liked: The breakfast was great. The room was very nice also
Disliked: The lighting is not nearly bright enough, or ample enough, especially the bathroom. To be fair, most hotels are like this now it seems.

Exceptional

Good

Exceptional

Very good

Do better.... before you just...

Liked: Location
Disliked: Overall cleanliness, our sink in our bathroom wouldn't drain and once it got to a certain level, it would overflow from under the counter all over the floor. We called the desk during the night shift bc the people in the room next to ours were smoking pot and it could strongly be smelled in our room because of the conjoined rooms. All the night shift employee could say was he could smell anything bc he had a horrible sense of smell. Offered to split my family up and allow my wife to go stay in another room with our 9 week old because it only had one king bed and we had 2 others in our room that had a sofa bed that they were sleeping on. I've had better stays at cheaper hotels. Do a better job, especially for the prices it costs for families who are traveling for their child's sporting events.