Holiday Inn Express & Suites West Ocean City, an IHG Hotel

I booked this hotel for a family getaway to Ocean City. We also bought or dog with us. For them to charge $40 a night for the dog, they should do a better job cleaning the rooms. There are stains all over the carpet! I feel like I paid for stains we, nor our dog, never created! A sock was left on the floor by the curtains, there are mold spots at the hem of the sheer white curtain and the thicker curtains do not close for added privacy! On Monday, July 29th we went down for breakfast and had to wait 30 minutes for scrambled eggs! Someone burned something in the microwave, the fire alarm went off and everyone had to evacuate! The smell came up to the 2nd floor where we stayed! The first floor was so smokey, I and a few family members sat outside the hotel until everything aired out.

Upon check in we were told we actually couldn't check in because there had been a fire that morning that halted the laundrty operation. We understood and went to grab something to eat. Upon returning, we were able to check in to the room. The room had only two towels available for showering, which was an issue since we are a family of four. There was minimal toilet paper. It appeared housekeeping didn't replace the ones from the previous guests. The main lamp in the center of the room was broken (missing the actual swtich to turn it on and off) so we had minimal lighting. My husband went down to the fron desk and made them aware of all items. He was told that they didn't have any spare towels or a working lamp for us. My husband then said just grab it from another room for the time being. There were very few cars in the lot at this point (10 PM) so obviously the hotel wasn't full. The person at the front desk couldn't be bothered. At that point, my husband took the toilet paper and came back upstairs. We did eventually get two additional towels when "laundry" was finished. As for the lamp, I unplugged it and brought it down to breakfast with me the following morning. In front of all the guests I took it to the front desk and asked for a replacement. The woman at the desk was very helpful and sent one up right away, having maintenance take it from another room.

As for our first experience staying outside of the boardwalk area of ocean city this was a great option. It’s so close to the beach, a quick 5 minute ride to get to pretty much everything. We are a family of 5 and the accommodations were convenient and easy to navigate with 3 children in multiple age ranges. We had a 2bd suite and it was the perfect amount of space for us with the pull out sofa. The breakfast buffet was excellent!! The staff is very friendly and accommodating. We got great advice from the front desk for location suggestions for our family photos. As for the property and the rooms, there’s a huge lack of care and attention to detail. Our room had some immediate cleanliness issues. We made the front desk aware and they took care of it right away. We rented multiple rooms with other family members. The rooms just overall weren’t as clean as we’d hoped. The carpet in the rooms are extremely dirty. The television’s kept randomly cutting off in the middle of my kids watching movies. The bathrooms are in desperate need of fixture/hardware upgrades. We received 4 sets of towels for our room. We needed an extra set and when we requested it we were told there aren’t anymore clean wash cloths in the entire hotel and it would take 45mins to an hour to get it sent up. There were no towels in the pool area. Several of the outlets in the room didn’t work. I would say the owners of this property definitely could do better! The team there is great though!

Due to a family emergency I wasn’t able to stay. Was told because the hotel reservation was made with hotels.com I could not get my money back. First time ever having to pay for a hotel room in advance. When I made the reservation, I didn’t know the room was not refundable. I won’t be using your services ever again. I told the general manager (Brandon) at the hotel that since I could not get my money back, to allow someone that is in distress who may not have funds to stay at that hotel to be able to use my credit. Obviously your policy is what’s wrong with this country…. Greed (no one gives a care.

This place has dropped off considerably since we stayed here last year. Our room wasn’t ready when we arrived at 3:35pm. When we entered our room, the fridge didn’t work. The next day, we found that not only our microwave was not working but it had breakfast left by a previous guest in it (see photo attached). My family (with two kids under six years old) loved our stay last year and expected something similar. Instead, we found a massive drop off in terms of quality and cleanliness. What a disappointment.

This place was family friendly , we like our stay

The hotels was extremely dirty. It seems there was ongoing renovations that we were not aware of. Room not cleaned. Not enough toilet paper and garbage overflowing. Terrible place. Don’t bring your kids there.

While I understand it’s a pet friendly hotel, it still can smell halfway decent. The lobby, hallways, and my room smelled like an uncleanly pet farm. The carpets in the lobby, and second floor hallway and my room were soiled throughout. I had to go to Walmart and purchase some arm & hammer carpet pet strength deodorizer and a glade plug-in to endure the smell because if I had cancelled I wouldn’t have been refunded and then I would’ve had to scramble to find a new place for me and my family to stay. Ocean City is not cheap, especially during this time of year, last minute…And let me be clear, I’m not looking for a refund or anything, I just want them to clean their carpet and get rid of that horrible smell so that no one else has to endure what I did.

Customer service was excellent. The staff was so friendly and helpful. From the front desk, to the ladies handling the breakfast in the mornings, to the housekeepers. Always a smile, friendly and you felt like it was a family there. My only negatives are very minor... the guest laundry was down and found they are removing it entirely. We were there for baseball and needed it to wash uniforms. So that was a bust. And a few things were not working at breakfast including the drink machine that eventually leaked all over the floor. However property is very very clean and upscale. Would stay there again.

ALL staff were extremely helpful, but even more so, went out of their way to help with activities for my two kids and I. Amazing crew and management. I felt safe and we’ll be seeing you again soon. I’ve recommended this hotel to friends and family to stay while they also experience Assataegue Island!!!