Holiday Inn Express & Suites Harrisburg W - Mechanicsburg, an IHG Hotel

Chris Sztof

Manager and lady at the front desk were extremely rude and even hung up on us. We had a booking error due to multiple hotels with the same name in this area, manager felt completely entitled to services not yet rendered and was flat out refusing to even hear our story. Wasted everyone's time for the grand total of just $90 (hotel's cut from booking site). Booking site eventually overrode her denial and got us all in the same hotel nearby (another Hilton, which DID offer free cancellation if needed). Hotel itself looked great and is in a pretty convenient place, but do not recommend doing business with people like this. Edit: To address the owner reply. I didn't think this review necessitated details. But you already know we weren't requesting a "refund" from you directly, just a verbal approval to the 3rd party that they had requested from you. Regardless of the situation, this review was spurred primarily by your female receptionist hanging up on us after a 3 minute call without even hearing our issue and flat out refused to even look at us when we were forced to go there in person 15 minutes later. We wish no ill will towards you or any of your employees, but this was flat out unprofessional behavior. You must understand, we were already in a rush to get to a concert yet gave you all the respect that you're entitled to. I truly feel sorry if you lack the introspective ability to empathize with our situation.

Lindsey Jackson

The absolute worst customer service. We booked our hotel room a few hours before we tried to check in at 9pm with two toddlers and a newborn. The front desk agent argued with my husband when she would not explain to him why he needed to sign a piece of paper with personal information. I went in to speak with her and explained that we had three young kids and we needed a place to stay since the room was booked. She explained to me what the paper was and I filled it out. When we arrived in our room we did not feel comfortable staying there. There was a used plunger in the bathroom, a used razor in the tub, the remote was not assembled, the AC unit was not working and fallen apart. It was almost like the front desk agent purposely put us in the awful room. We left and decided to drive to our destination until 2am because we did not feel comfortable staying there after rude customer service and the state of the room. We called back the next day to speak with the manager, Erika. She said she would review the footage but she could not trust us that we didn’t stay the night since we didn’t turn our keys into the front desk (we left them on the bed that was still made). I told her the front desk agent was not at the desk when we left and we honestly didn’t want to interact with her again. She said she couldn’t reimburse us because the room was clean when she walked it the next day. Clearly she didn’t review the footage close enough to see we left 30 minutes after checking in. Horrible customer service, dirty rooms, horrible management who do not care about their customers and their experience. Do not waste your time booking this hotel.

Krista F

This hotel was pretty nice, overall. The staff was absolutely phenomenal, and incredibly helpful. The hotel was clean, and updated. The reason for the 4 stars, rather than 5, is that it seemed understaffed, and there were a few issues that we encountered. Our toilet overflowed within an hour of our arrival, and after barely being used. My son tried to clean up with towels, as the rest of our family was lready in bed. We tried to get someone to help, but there was only one young woman at the desk. She tried to find a plunger, in vain, after admitting that she prefers to not enter guests rooms. Smart girl! She gave us a few extra towels to at least lay them on the floor for protection if needed, and left a note for the day shift. The next day we called the front desk. Someone came within 5 minutes, unclothed the toilet, and washed the floor. Once he finished we headed down for breakfast, and saw that he was the desk clerk! What an amazing hard worker!!! The other issue we encountered was that the pool ran out of towels. It happens. But they didn't have any more, and they could only find 3 more room towels to provide. So some of us drip dried and froze! Breakfast was good, and included. Other hotels that we looked at charged for breakfast! They had omelets, both pork and turkey sausage, pastries, cereal, fresh fruit, yogurt, biscuits, and even fresh pancakes from a machine! Juice and coffee choices, too. The pool was clean, the business center was very user friendly and helpful, and we enjoyed using the parlor with its tables, couches, TV, and fireplace for a game night with our group. Overall, great hotel with an amazing staff!

Sixmoe

We came for a family wedding and had three rooms: two were adjoining and the third was across the hall, which was very convenient. All the rooms were spacious with great amenities. All rooms had a pull-out sofa-bed and we were able to get extra linens and pillows so each of our sons had his own bed in that room. Breakfast was good and had many options. We did not use the fitness room but the pool was heated! It happened to be close to one of our favorite restaurants as well as a nearby grocery store where we bought snacks. It was easy to get to the various places we went to throughout the weekend. All in all, a very nice stay!