Holiday Inn Express & Suites West Long Branch - Eatontown, an IHG Hotel

Kyle Flannery

The manager, Clint, took very great care of me this morning. He made an exception to hotel policy to help me out during a stressful time when I fell ill on the morning of a large event for family and friends. I appreciated his level of service and caring. Customer service is very poor for many businesses in our day and age, but this hotel is not following that trend; the customer service from Clint and his team is fantastic.

Mark Tomal

2 persons in our party called the hotel a few days before arriving inquiring about earlier check in since we were arriving a little after 1:00 after traveling since 5:00 AM. They were both told that should not be a problem. As we arrive the manager abruptly told us absolutely not we were not allowed to check in earlier than 3:00. He told us come back then. He didn't even offer us any type of hospitality or a place to wait until our rooms were ready, just told us to leave. They really should have their employees all trained and give consistent information to all guests when they call in. Such poor management and customer service.

Visitor1325

I have stayed here several times. Generally it is OK, but my last experience was very poor: - Housekeeping had not completed the room turnover. Bed linens were not completely changed, there were used towels on the bathroom floor, trash was not emptied, used soap was in the dish by the sink, half roll of TP left, no coffee cups in the room. OK, not a big deal at first, seemed like an honest mistake. - Guests in the room across the hall from me had major problems/fights/issues through the night. They slammed the doors and argued. Not the staff's fault, they called the police and it got better after a police visit. - Housekeeping and maintenance staff let the doors slam every time they enter and exit a guest room. They need to be trained not to do this. Despite the other issues I listed, this is the worst part about the whole stay because it is easily preventable by common courtesy. - Side door exit was next to my room door. It needs a slow-close mechanism since it slammed all day and night, even waking me up. - I needed to print something in the business center but printer was not working. Staff didn't seem to care, just saying it wasn't working, not "we have someone coming to fix it." It's not that hard to deal with this if you call an IT professional. - HVAC control is extremely annoying. I was in the room for the full day, and every hour or so it resets to 72 F. If the room was warmer, this causes the air conditioner to come on full blast in the WINTER! It is also impossible to make the room cooler at night. Constant fan did not work for much needed white noise due to loud hotel. - Some of the staff gives off a vibe that they hate working there. - Breakfast room did not have any fruit. Because of these problems, I changed my reservation for the following week to another nearby hotel. I stay in the area frequently and this location has permanently lost my repeat business. On the good side, they did upgrade me to a suite (I am a Spire member so it was theoretically required) and some of the staff was nice.

Brian Merzbach

Comfortable hotel in a convenient location near many restaurants and stores as well Monmouth University. Each room in furnished with a Keurig as well as a few pods. The rooms with two queen beds are a little small, but fine for a short stay. The continental breakfast is good, though the cinnamon rolls are different than the normal ones (but still tasty). There is a small indoor pool, though the water was cloudy and so was not too appealing. My only complaint is that the water in the shower would not get very warm. Hot water came out of the sink, so was definitely a problem with the shower faucet. Overall, appears to be one of the better hotels in the area and would probably give them another chance if ever in the area again.