Holiday Inn Express Cambridge by IHG

Not Great Customer Service We traveled to Maryland to participate in a triathlon and picked this hotel as we stayed here last year for the same event and had a great stay. Not so much this time! Our 1st night here the toilet backed up and after calling down to the front desk the FIRST response from them was “come down and get the plunger”! WHAT!!! I didn’t realize we were responsible to fix their plumbing issues! As we need use of the bathroom though we had no choice. The next morning I asked to speak to management and was told someone would be in later that morning. I left my contact information but never got a call. Stopped at the front desk again later that afternoon and the same clerk feigned surprise that the manager didn’t call as she had given him my information. She then told me that “someone went to our room when we were gone and fixed the toilet”! First, my husband had already done that the previous night, second, I had no idea ANYONE was entering our room as they don’t send housekeeping unless requested and third, there is no safe in the room for valuables (we had our cash and credit cards with us but other personal proteas there!). The next morning I finally get contacted by a manager who told me he was never in the previous day (so either the front desk clerk lied to me or he was lying). Explained all of the above and got a one night’s stay credit that I requested. At $300/night for a Holiday Inn Express - yes, those are their rates on the Ironman Eagleman Weekend I would have expect better service!

Some problems Small room for $300. No closet, just a wardrobe. Sink in room, not in bathroom. Door to the next room in our room so we could hear the loud kids next door until midnight. Disappointing breakfast. No hot cinnamon rolls, which we always look forward to at Holiday Inn Express. The coffee was room temp so we had to drive to McDonalds to buy decent coffee.

A Nice Stay but No Hot Tub as Advertised The staff was warm and welcoming. The breakfast area staff worked hard to make sure everything was available. Unfortunately, the coffee urns were empty or had cold coffee in them after breakfast hours. Other tea choices besides black tea (regular and decaf) were not available. Sleepytime or chamomile would be a nice addition. The room was well-appointed and very clean. The bed was very comfortable. Other than some door slamming by other unthoughtful guests, the rooms toward the back of the building were quiet. The air handler had a setting so that the fan stayed on continuously which was nice! We were very disappointed that there was in fact, no hot tub, as was pictured on the website. It has been removed and a table and chairs put in that space. I specifically brought a bathing suit so I could relax after a long day touring the area looking at historic family sites.

Dylan- excellent customer service I accidentally booked this hotel in Cambridge. I checked in, and realized I was in the wrong place when the rest of my family was in at the Holiday Inn Express in Easton! Dylan at the desk was wonderful, refunded my money and made sure there was a room available at the Easton location. I had been up all night with my son in the ER and was there for a funeral. It was very nice to have such good customer service.

Excellent Value -- Nice Hotel I spent one evening here on a visit to the nearby Blackwater National Wildlife Refuge. The hotel provided comfortable, quiet, spacious and clean lodgings at a very reasonable price. Recommended when in Cambridge! The room provided ample space and a comfortable bed. The sink is outside the bathroom, which didn't bother me as I was traveling alone, but might be an issue for others. I could hear sound in the hallway, but none from the highway and it was very quiet through the night. The breakfast buffet was delicious with plenty of options and very friendly service. All the staff I encountered (breakfast and front desk) were professional and courteous. The hotel is well located both for business in Cambridge proper and for visits to the Blackwater NWR, Harriet Tubman sites and many other places of interest. Overall, a very positive stay at a great price.