Willow Grove Inn by IHG♡

Only good thing was the location!!!!

4.0

I booked this hotel through a site my employer uses for travel believing it was still a SpringHill Suites by Marriott, which is one of my favorite brands because of their consistency, cleanliness, and complimentary breakfast. Imagine my surprise when I arrived and discovered it is now the Willow Grove Inn & Suites under IHG. Had I known that beforehand, I would have booked elsewhere. I had two reservations that totaled a week-long stay and paid nearly $600. Upon check-in, I noticed gift bags behind the desk and was told they were for rewards members. That turned out to only apply to certain reward tiers. Fine, but not even a complimentary bottle of water? When I asked for one, I was told I could purchase one for $4. After spending hundreds of dollars on my stay, that was disappointing and frankly ridiculous. My first room immediately raised concerns. The door was already open when I arrived and there was a chewed-up straw sitting in the windowsill. To their credit, the front desk quickly moved me and upgraded me to a King Suite. Unfortunately, the second room wasn’t any better. The carpet was shredded badly enough that I could see the wood underneath. The light fixture above the sink was falling off the wall. The toilet seat appeared burned or severely damaged, there was a stain in the bathtub, blue toothpaste was still on one of the bathroom tiles, and multiple large stains covered the carpet in the living room area. The bathroom sink drained so slowly that I brushed my teeth over the bathtub instead. I refused to walk barefoot on the floors or use the provided towels. I lined the toilet seat with toilet paper every time I sat down because I simply didn’t trust the cleanliness of the room. Had I been able to easily receive a refund and afford another hotel at the last minute, I would have checked out immediately. The problems didn’t stop there. The elevator was scratched up and stained, the AC unit sounded like it was struggling to survive every time it came on, and it only seemed capable of cooling one portion of the room. The only positives I can give this property are its convenient location near the highway and nearby shopping. In fact, I intentionally spent as little time as possible in my room because I was so uncomfortable. My advice to management is simple: close the building temporarily if necessary and inspect every room from top to bottom. Cosmetic fixes aren’t enough. Guests deserve clean, functional accommodations, especially when paying hundreds of dollars for a stay. This experience was incredibly disappointing and I will not be returning.

Great stay with Family at willow grove

8.0

Clean room and Bathroom. Friendly staff. Great breakfast. New decor and rooms are really great. Nothing to complain. It was a great experience.

Unable to Recover Left Item

4.0

It happens: Stuff gets left in room. As in my case, though, I was unable to recover a small sack stuffed for use as a pillow. I immediately called and asked that it be held for recovery one week later. I stopped but the desk said it had no information from housekeeping. I left contact information at that visit and eventually called and stopped here several times, asking that the item be held at the desk. No joy. I would have expected that a well-run lodging operation would have been able to handle what must not be such a routine matter. But no....

They Cancel Your Reservation Without Notification

2.0

Absolutely awful customer service...they will cancel your reservation without notification even after going in there the same day before check in time explaining that I was attending a conference. They told me it was no problem coming back later that evening. I even offered to pay a couple hours before the check in time. I came back and they had canceled my reservation. This is the worst experience I have ever had in connection with a hotel. I called a nearby motel to book two nights and no problem. Motel 6 in the area knew about their reputation.

Don’t stay here

2.0

Fraudulent charges. Will be disputing.

A good value

8.0

Good: For the price that I paid, I believe that I got a good value when compared to other hotels in the area.  The bed was very comfortable, the Wi-Fi worked well as did the television. I stayed in one of the suites.. I wouldn't exactly call it a suite as it's more of a studio. It was very quiet when I was there because there were only a handful of guests staying at the hotel. There was a microwave and a mini fridge but they do not provide silverware or plates. They do provide a free breakfast on the ground floor even with the low guest count. It was similar everyday but very much appreciated, and I believe it was available until 9:00 a.m.  They have a lot of bagels there but no cream cheese so bring your own if you need it. Not so good: The people who cleaned my room did not do a good job at cleaning. The sofa appeared to be dirty. It needs to be professionally cleaned.  Also, the microwave oven needed to be cleaned inside. The desk chair that I used had to be cleaned by me as the staff had not simply wiped off the cushion. There's an annoying flashing white light on the fire alarm in the room. There was a microwave and a mini fridge but they do not provide silverware or plates.