Holiday Inn Express Frazer - Malvern by IHG

Singled me out and cancelled my reservation w/o reason and notification. Worst service. This is a rather late review, but I had a reservation at the Holiday Inn Express Frazer PA for checking in on June 10 last year (conf. # 66950687). I was driving down from upstate NY with my son and arrived at the hotel at around 9pm. I did not expect to be greeted by a shocking surprise that my reservation was cancelled with no reason. Not only no reason, they did not have the decency to notify me of the cancelation. I was told that the hotel was sold not. Well, I made the reservation on April 29, well before the checkin date. Interestingly, when I was there trying to resolve the issue with the lady in charge at the front desk, multiple families checked in with her. That lady was so disgusting that she behaved like nothing happened. This is how Holiday Inn treats their customers? Plus, I was on Platinum status with IHG at that time. Worst experience ever. It felt as if I was singled for being Asian! That lady at the front desk should have been fired a million times.

RUN THE OTHER WAY. DO NOT STAY HERE. Buyer beware. Do not stay at this hotel. We booked a night using our much hard earned rewards at a rate of 25,000 pts per night. Here’s what we got in return... -Mold in the bathroom -No ice machine -Construction debris throughout -Construction banging noise at 7:30 am on a Saturday morning -A lunatic confrontational front desk manager that claimed there was no construction yet we have pictures -A free visit from the local police department when we complained about the noise. they escorted us out after the manager changed the situation and told them my husband verbally abused her. a hospitality person who lost control of a plain and simple situation -She then shamed us in front of the hotel staff to save face. -No breakfast since we were asked to leave after merely asking for the noise to stop and have our rewards reinstated since we were not provided a fair stay. -The off site manager was worse than she was. these two have no business being in hospitality. their demeanor is in direct contrast to IHG’s mission statement and this site should be stripped from the IHG brand. Needless to say, we reported all the details to the police officers (3 of them arrived) because this will not be the last incident with this woman, and we contacted their corporate office and filed a formal complaint because quite honestly these two managers are a threat to humanity. i would have given a -10 on this post but I am forced to give them one star to post.

Outdated rooms We stopped at this hotel because we thought it was the one we had stayed in last year. It turns out it wasn’t, but by the time we realized it, we had already started checking in. Front desk staff must have been new. It took 25 minutes to check in, from walking in the front door to the door of our room. Not sure why it took so long because there was no explanation. Person was nice enough and apologetic, but really long wait. Room itself was fine but felt outdated. Bed was a bit hard and felt well used through the years. Heater had a weird smell when we turned in on. We either got used to it or it went away. Not sure which. But it did run well enough otherwise. Turning on the lights, we smelled burnt dust, so I’m guessing our room wasn’t often used. Bathroom was dated. Shower head was installed low and not meant for anyone over 5’10” tall. The toilet flow was weak and took a while to flush. However, it had a noisy fan (which is a plus in my book, I like my doings to be private) and an actual door, not one of those pocket sliding doors so popular in hotels nowadays. One last gripe. The refrigerator froze all of our drinks solid. One was top shelf and one was bottom. Of course, we didn’t realize it until it was too late. They should probably fix that.

Dirty and disappointing Hotel is DIRTY! We had to switch rooms because the refrigerator was broken. The new room had no soap and no toilet paper. Apparently there was no soap or toilet paper throughout the hotel. The bathroom was dirty. The walls were dirty. We needed the pullout couch. There was cheese on the bedding. The king bed was very hard. My husband likes a firm mattress and he even said the bed was horrible. We will NEVER use this location again. I can't believe how much they charge for the mess they give you. I am extremely disappointed.

The worst hotel experience Mold all over the walls and carpet (see pics). Room was dank and smelled of mildew. Carpet was wet, socks quickly became soaked and left muddy footprints in the bathroom after walking on carpet. Also no soap to wash hands. This room must not have been inspected in a very long time as this level of mold did not grow overnight. Front desk staff was at least nice about it and acknowledged the building had been having issues. **UPDATE: Over two weeks later after a number of emails and calls to both the hotel and IHG, we have yet to receive a refund or any sort of explanation or apology. After reading other reviews on the hotel website sounds like our experience is unfortunately not unique. Do not stay here.