Holiday Inn Express Pittston Scranton Airport an IHG Hotel

I’m pretty sure I left a review already but I don’t know why it was gone… anyways, it was a horrible experience. We got two rooms, one of them the sheets were absolutely dirty with hair and stains everywhere. When we asked them for a new sheet, even the new sheets were dirty and covered in hair. The room that I stayed, there were cockroaches on my bed when I woke up! It was DISGUSTING!

The hotel is old and not well maintained. There are shady characters hanging around the lobby and outside. We did not feel safe. The staff in the morning all stood around staring at everyone. We felt very uncomfortable. The lady at the counter could not be bothered to acknowledge me when I tried to checkout. DON'T STAY AT THIS LOCATION. IT SHOULD NOT BE AN IHG PROPERTY.

Stayed at this hotel for a grand total of 5 hours for an early morning flight. Hotel was booked on points, which means charges should have been zero. Parking is complimentary and we did not charge anything to the room. Hotel added "*Accommodation" charge of $25 plus taxes to our folio without authorization and did not email copy of folio at check out. Subsequent emails and calls to the hotel (3 times) have either gone unanswered or unaddressed. Hotel also ignored IHG's request to address this issue and refund the unauthorized charges. At best, hotel management doesn't care to correct or even address the issue.

I stayed here on my way to NC in April the front desk person was nice who checked us in but that is where the customer service ends. The bathroom was dirty and really small. You had to squeeze in to shut the door and the sink was in the room. I had asked for a second blanket but it had stains which appeared to be blood. The hotel is also loud and kept us up. I emailed the hotel and followed up twice but they haven’t responded at all which is bad customer service. I would stay somewhere else next time.

I had an exceptional experience at the Holiday Inn, all thanks to the outstanding service provided by Jaswanth and Mary Alice at the front desk. Their dedication and commitment to ensuring my stay was comfortable and enjoyable truly stood out. Jaswanth and Mary Alice went the extra mile to accommodate my requests and preferences. They not only greeted me with warm smiles but also took the time to understand my needs and preferences. Their attention to detail was impressive, and it was evident that they were genuinely focused on making my stay memorable. One of the highlights of my stay was the lovely room they arranged for me. It exceeded my expectations in every way, from the cleanliness to the beautiful view it offered. Their knowledge of the hotel's offerings and their ability to match them to my preferences truly made a difference. Furthermore, Jaswanth and Mary Alice's professionalism and courtesy were exemplary. They were always ready to assist with any questions or concerns I had, and their friendly demeanor made me feel valued as a guest. In summary, Jaswanth and Mary Alice are exceptional front desk workers who excel in customer service. Their dedication, attention to detail, and commitment to guest satisfaction made my stay at the Holiday Inn truly memorable. I can't thank them enough for their outstanding service, and I look forward to returning to this hotel in the future, knowing that I'll be in great hands with staff like Jaswanth and Mary Alice. Thank you for making my stay exceptional!