Holiday Inn Express Wells Ogunquit Kennebunk an IHG Hotel

I tried to check-in at 2:30. No one was at the desk, nor could I get help after calling loudly for 5 minutes. Finally, a maid came into the lobby & got someone to help me. The lady was VERY RUDE !!!..Apparently, I disturbed her by wanting to check in !!!. I got to the room to find a bare, undecorated cubicle. There was floor molding missing, ants all over, and the rugs were dirty & worn. The bathroom was poor. NO WATER PRESSURE. AVOID AT ALL COSTS !!!

I stated this location many times it's very clean very very comfortable they have a great breakfast that's included rooms are spacious clean great location close to the beach staff is very friendly and accommodating this location is only a few years old has a nice indoor pool and gym

This HIE is usually very expensive during the season, but I was pleasantly surprised to find it very affordable for our stay mid-week in December while we visited my aunt at a memory care community in Wells. We stayed in rm 213 and were incredibly comfortable. The only nitpick I could find with our room was the caulking on the bathroom sink has pulled away from the wall. The king bed was very comfortable, the furniture was all in very good shape, and the TV was very large with an incredible range of HD programming available to view, HBO included. The included breakfast was very good with a wide range of foods available. It sounds funny, but one of the features that we noticed was the elevator - it is so smooth that I could not feel it move. Check in was pretty easy. Desk staff the morning we left were pretty loud and talking shop that wasn't really appropriate for public consumption, but it was too obnoxious.

Although we did not actually stay here, I want to explain why to warn others about what can potentially happen. I booked our two rooms way back in April 2024 for this week in October. Exactly 7 days before our anticipated arrival, the hotel contacted me to offer me our two rooms at one of their sister properties because they are overbooked. I quickly researched their other two properties and they are both small older motels that I would never want to stay at. So, I declined being moved and asked how this could happen to someone that booked 6 months ago. After I knew she was just making excuses, I told her that my job is a motorcoach driver and I know how these sales with groups can push individuals out and that point, she did admit that “sales had booked two bus loads in and her at home online sales program apparently wasn’t connected with their in house program”. Knowing that we would not want to be put in a crowded hotel situation with two bus loads in that breakfast room every morning, I decided to find us two rooms elsewhere of which was difficult to do at a weeks notice in Ogunquit during Fall foliage season. However, it worked out for us and I am writing this only to advise others what can happen at this property. Because of this situation we were put in, I would NEVER book at this Holiday Inn Express property ever again.

HORROR STORY...1st room was filthy...walked to 3rd fl. with luggage to find dirty towel, unmade bed and a PILE OF FECES in the toilet, sticking up the room. Should have taken photo but I could not get out of there fast enough. Went down to front desk and was told that it was a holiday weekend and THE ONLY OPEN ROOM for the night was a HANDICAPPED accessible room with NO BATHTUB on the 2nd fl. When we got to that room we discovered a DIRTY microwave with CLEANING TOWELS stuck 1/2 in and 1/2 out. The remainder of the room seemed clean and we are 70 yrs.old and it was very late, so we stayed, after making these complaints. Kayla, who felt bad about this, said she was sure that the Manager would compensate us for at least 1 night. The next day we discovered we had POOR SINK WATER PRESSURE and LOOSE faucet. We needed to get a big pile of towels to build a wall the length of the shower to keep the water from flooding the bathroom! Some of the extra towels given to us by the front desk were DIRTY TOWELS and 2 had a LONG HAIR ON IT. There was raw dry wall above the shower, showing incomplete renovations. Fri. morning breakfast was run by a rude girl in charge of the Kitchen named Kelsey M who refused to bring out more cinnamon buns (saying there were no more). When she walked back into the kitchen I saw some on the Kitchen counter. LAZY WORKER... just like the cleaning people. When we went to check out after my stay Millie told me that there would be NO DISCOUNT for my room- WHY ??? saying that the manager told her we had an UPGRADE TO A SUITE...A HANDICAPPED ACCESSIBLE SUITE. Millie said she would lose her job if she discounted my room, but felt badly. I asked to have the GENERAL MANAGER JEFF call me . THE GENERAL MGR NEVER CALLED ME. I called Holiday Inn Express 1-800-621-0555 and filed a complaint. I spoke to Viel 9/5/24, Brian 9/16/24, Jem 9/20/24, and Sr. Mgr Honey, on 9/23/24, at Holiday Inn express who did nothing more- except promise me, we would get a call in 24-48 hrs. All I was given was 10K points and my room cost between $284- $379 a night during our 3 night. THAT IS NOT COMPENSATION! I never got a call from the Hotel with an apology. Holiday Inn Express is a franchise. The OWNER of this one, I was told was DAVE SAWANT. I requested he call me to hear my story. He too never called me. STAYING AT THIS PROPERTY IS A MISTAKE. Not all Holiday Inn Expresses are like this. We have had wonderful experiences elsewhere because they were run well. This one is not and no one cares. Holiday Inn Express Complaints are a joke. They do nothing more than give you a few points and hope you go away. Would you want your grandparents treated like this?