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Reviews of Holiday Inn Express Hotel & Suites West Chester, an IHG Hotel

2.5 out of 5
Holiday Inn Express Hotel & Suites West Chester, an IHG Hotel
1310 Wilmington Pike, West Chester, PA

Reviews

8.2

Very good

Rating 10 - Excellent. 447 out of 999 reviews" "
Rating 8 - Good. 318 out of 999 reviews" "
Rating 6 - Okay. 115 out of 999 reviews" "
Rating 4 - Poor. 74 out of 999 reviews" "
Rating 2 - Terrible. 45 out of 999 reviews" "

8.6/10

Cleanliness

8.6/10

Staff & service

7.6/10

Amenities

8.2/10

Property conditions & facilities

8.0/10

Eco-friendliness

Reviews

10/10 Excellent

RACHEL

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very clean and well kept, Friendly staff, LOADED breakfast - will stay again!! pool and gym, hallways, amenities absolutely in wonderful condition
Stayed 1 night in Apr 2024
Response from Sophia CSR on 2 May 2024
Dear Guest,We're thrilled to hear about your wonderful experience! Thank you for your kind words about our cleanliness, friendly staff, and delicious breakfast. We're delighted that you enjoyed our pool, gym, and other amenities as well. We can't wait to welcome you back for another great stay!

10/10 Excellent

Teyarnna

Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
Everything was fine, just did not have a working elevator the entire weekend
Stayed 2 nights in Apr 2024
Response from Sophia CSR on 22 Apr 2024
Dear guest,Thank you for taking the time to share your wonderful rating. We value your business and appreciate you choosing us. Our Team hopes to have the chance to serve you again on your next visit.

8/10 Good

Melissa

Travelled with partner
Liked: Cleanliness, staff & service, amenities
Elevator was out of order but otherwise it's very nice
Stayed 1 night in Apr 2024
Response from Sophia CSR on 22 Apr 2024
Dear Guest,Thank you for your feedback. We apologize for the inconvenience caused by the out-of-order elevator but are glad to hear that you found everything else to be very nice. We appreciate your understanding and hope to welcome you back soon.

10/10 Excellent

Michelle

Liked: Cleanliness, staff & service, property conditions & facilities
Close to the university and downtown
Stayed 1 night in Apr 2024
Response from Sophia CSR on 18 Apr 2024
Dear Guest,Guest satisfaction is our number one objective, we appreciate your wonderful rating. Our Team hopes to have the chance to serve you again on your next visit.

10/10 Excellent

Steven

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very nice staff, great breakfast, very clean
Stayed 1 night in Apr 2024
Response from Sophia CSR on 18 Apr 2024
Dear Guest,I wanted to say thanks for your recent stay here at our hotel! We are happy to see this positive rating. Our team continuously strives to exceed your expectations and looks forward to you in the future.

8/10 Good

Stephanie

Travelled with family
Liked: Cleanliness, amenities, property conditions & facilities
The rooms and common spaces were well maintained and clean. The breakfast was good.
Stayed 4 nights in Apr 2024
Response from Sophia CSR on 11 Apr 2024
Dear Guest,It was our pleasure to provide you with such a wonderful experience. We are glad to know that we exceeded your expectations and are looking forward to hosting you again soon!

10/10 Excellent

Gregory

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Easy and convenient
Stayed 2 nights in Apr 2024
Response from Sophia CSR on 9 Apr 2024
Dear Guest,I wanted to say thanks for your recent stay here at our hotel! We are happy to see this positive rating. Our team continuously strives to exceed your expectations and looks forward to you in the future.

8/10 Good

Michele

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Pricing was a little bit higher as compared to other Motels in the area
Stayed 1 night in Mar 2024
Response from Sophia CSR on 26 Mar 2024
Dear Guest,Guest satisfaction is our number one objective, we really appreciate your wonderful rating. Our Team hopes to have the chance to serve you again on your next visit.

10/10 Excellent

Linda

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff was very friendly. Beds were great. Loved the bathroom and amenities.
Stayed 2 nights in Mar 2024
Response from Sophia CSR on 26 Mar 2024
Dear Guest,It is heartwarming to see such a wonderful rating. We truly appreciate you taking the time to rate your experience. We hope you will come back to see us again on your next trip to the area!

10/10 Excellent

Jennifer

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff was very welcoming and accommodating . They checked in with us and asked if we needed anything. They were very proud of the upgrades they had made to the hotel and shared the plans for more upgrades . Clean. Safe. Welcoming
Stayed 1 night in Mar 2024
Response from Sophia CSR on 14 Mar 2024
Dear Guest,Guest satisfaction is our number one objective, we really appreciate your wonderful rating. Our Team hopes to have the chance to serve you again on your next visit.

10/10 Excellent

Carla

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Feb 2024
Response from Sophia CSR on 29 Feb 2024
Dear Guest,Thank you for taking the time to share your wonderful rating. We value your business and appreciate you choosing us. Our Team hopes to have the chance to serve you again on your next visit.

10/10 Excellent

Julia

Liked: Cleanliness, staff & service, property conditions & facilities
Very convenient. Nice staff.
Stayed 1 night in Feb 2024
Response from Sophia CSR on 29 Feb 2024
Dear Guest,It is heartwarming to see such a wonderful rating. We truly appreciate you taking the time to rate your experience. We hope you will come back to see us again on your next trip to the area!

8/10 Good

Tarajee

Stayed 1 night in Jan 2024
Response from Sophia CSR on 16 Jan 2024
Dear Guest,We appreciate the 8-star rating of your stay. However, our goal is to make our guests 100% satisfied. Therefore, we welcome your ideas and suggestions for your future stay. We would love to host you again.

10/10 Excellent

Christine

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Jan 2024
Response from Sophia CSR on 9 Jan 2024
Dear Guest,A hearty thanks for your rating. We are feeling blessed to have you as our guest and value your business for choosing us. Our team assures you the best of our services at all times.

10/10 Excellent

Dina

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
a very nicely run hotel, clean and friendly
Stayed 2 nights in Dec 2023
Response from Sophia CSR on 23 Dec 2023
Dear Guest,Your 10-star review is greatly appreciated. We thank you for recognizing the service of our staff and the overall cleanliness of the hotel. Our Team takes pride in reviews like this as it is a testament to our guest’s satisfaction! We sure will strive for the best and look forward to serving you again here!

10/10 Excellent

Wallace

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I had a Wonderful stay at the Holiday Inn Express. Everyone was pleasant and accommodating. I think it had been recently remodeled, so everything was Beautiful and clean. I will stay there again and would highly recommended it.
Stayed 1 night in Dec 2023
Response from Sophia CSR on 21 Dec 2023
Dear Guest,Thank you for your kind comments and 5-star rating! It is great to hear that we were able to meet your expectations of service and hospitality! Your feedback will encourage all of our staff as we strive to provide an exceptional and memorable experience for every guest. We can't wait to see you again!

10/10 Excellent

Nancy

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
My stay was great after I requested a change of location from right by the lobby to the 3rd floor. It was quiet, clean, and I loved the high quality pillow selection. This facility must've been renovated recently because it seems new. I would stay there again!
Stayed 2 nights in Dec 2023
Response from Sophia CSR on 18 Dec 2023
Dear Guest,A hearty thanks for your rating. We are feeling blessed to have you as our guest and value your business for choosing us. Our team assures you the best of our services at all times.

8/10 Good

Jay, Naples

Travelled with family
Liked: Cleanliness, staff & service, amenities
This hotel was very convenient for us as we were attending a wedding right across the street. The hotel was clean, despite the fact that large portions of it were under construction. Rooms were comfortable and clean. It's a solid, reasonably-priced hotel in a good location.
Stayed 3 nights in Nov 2023
Response from Sophia CSR on 18 Dec 2023
Dear Guest,I wanted to say thanks for your recent stay here at our hotel! We are happy to see this positive rating. Our team continuously strives to exceed your expectations and looks forward to you in the future.

10/10 Excellent

Roger

Liked: Cleanliness, staff & service, amenities
Stayed 1 night in Dec 2023
Response from Sophia CSR on 14 Dec 2023
Dear Guest,I wanted to say thanks for your recent stay here at our hotel! We are happy to see this positive rating. Our team continuously strives to exceed your expectations and looks forward to you in the future.

10/10 Excellent

Annette

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great renovated property
Stayed 1 night in Dec 2023
Response from Sophia CSR on 11 Dec 2023
Dear Guest,A hearty thanks for your rating. We are feeling blessed to have you as our guest and value your business for choosing us. Our team assures you the best of our services at all times.

10/10 Excellent

Margaret

Stayed 1 night in Nov 2023
Response from Sophia CSR on 26 Nov 2023
Dear Guest,A hearty thanks for your rating. We are feeling blessed to have you as our guest and value your business for choosing us. Our team assures you the best of our services at all times.

10/10 Excellent

Robert

Stayed 1 night in Nov 2023
Response from Sophia CSR on 11 Dec 2023
Dear Guest,It is heartwarming to see such a wonderful rating. We truly appreciate you taking the time to rate your experience. We hope you will come back to see us again on your next trip to the area!

4/10 Poor

AVA

Liked: Cleanliness, room comfort
Disliked: Staff & service
Disappointing
I initially thought the hotel might have been closed when I was initially dropped off to check in my first night. This location is undergoing remodeling and/or reconstruction. I feel as a paying client, I should have been contacted and informed prior to my arrival from out of state. In addition I only found out breakfast was not an option (only a grab and go)!! The location was not located near any accessible places to eat . I don’t see myself staying at this chain w/out asking specific questions going forward, Who would imagine you’d have to ask all these questions? Work on renovations seem to start early in the mornings and late into the night at this location. My room was clean, bed comfortable heat and shower very, very nice. Housekeeping was excellent and the front desk staff was cordial. The Holiday Inn Express chain SHOULD HAVE BEEN upfront about ongoing work and given their clients an option of staying in another location. It was disappointing having to see the condition, hear the noise and the smell of plaster after arriving from another state.
Stayed 3 nights in Nov 2023
Response from Sophia CSR on 15 Nov 2023
Dear Guest,Thank you for sharing your feedback about your stay with us! We sincerely apologize for your subpar experience at our property. This is generally not what our guests experience with us and we hope you give us a chance to make it better for you. This issue has been taken up with our management and we are taking committed steps to rectify it and ensure this does not happen again.

4/10 Poor

Joseph, Farmville

Disliked: Amenities, property conditions & facilities
The hotel was under renovation and this should have been revealed. There was no breakfast except a bag with fruit juice, cold fruit cup and a biscuit that needed to be microwaved. The pool was closed. Exercise room under renovation
Stayed 3 nights in Nov 2023
Response from Sophia CSR on 13 Nov 2023
Dear Guest,It is disheartening to hear about your experience. Please accept our apologies for the issues you encountered. We will speak with our team to ensure that similar incidents will be prevented in the future. Our Team hopes you will give us another opportunity to provide you with a better stay.

4/10 Poor

Rocco

Travelled with partner
Liked: Cleanliness, staff & service
Disliked: Amenities, property conditions & facilities
I stayed at your facility on 11/11/23 we check in later that evening, check in was great got to the room and there constant noise from the next door unit the bathroom door from the unit next to us was right across our bathroom and we can here them using the bathroom also the upstairs unit was constant noise you can here them walking and jumping. The alarm in our room was preset for 6am as we were up late the night before it woke us up at 6 am this is unacceptable it was a very bad experience after we had a busy day of my daughters wedding we were very unhappy with our experience. Also the construction that left the building with out any where to have the breakfast that was offered to us we had a bag with a cold breakfast sandwich and a orange juice if that’s all you can offer us that’s unacceptable. Our room was 204. It was a very bad experience I never leave bad reviews because I understand construction I’m in the business.
Stayed 1 night in Nov 2023
Response from Sophia CSR on 13 Nov 2023
Dear Guest,Thank you for sharing your feedback about your stay with us! We sincerely apologize for your subpar experience at our property. This is generally not what our guests experience with us and we hope you give us a chance to make it better for you. This issue has been taken up with our management and we are taking committed steps to rectify it and ensure this does not happen again.

8/10 Good

Kristine

Liked: Cleanliness, staff & service, amenities
Lobby currently being renovated as of 11/10/23, rooms are alredy renovated. Everything great except for the really LOUD music playing in the lobby. A little off-putting after a long days travels. Might be the workman's music
Stayed 1 night in Nov 2023
Response from Sophia CSRF on 13 Nov 2023
Dear Guest,Guest satisfaction is our number one objective, we really appreciate your wonderful rating. Our Team hopes to have the chance to serve you again on your next visit.

8/10 Good

Verified traveller

Business traveller
Liked: Staff & service, property conditions & facilities, room comfort
Hotel was VERY MUCH under construction.
Stayed 2 nights in Oct 2023
Response from Sophia CSR on 8 Nov 2023
Dear Guest,We appreciate the 8-star rating of your stay. However, our goal is to make our guests 100% satisfied. Therefore, we welcome your ideas and suggestions for your future stay. We would love to host you again.

10/10 Excellent

Amanda

Liked: Cleanliness, staff & service, property conditions & facilities
I love my room bed was super soft clean room even though renovations was going on hotel was very clean and smelled good
Stayed 1 night in Oct 2023
Response from Sophia CSR on 8 Nov 2023
Dear Guest,Thank you for taking the time to share your wonderful rating. We value your business and appreciate you choosing us. Our Team hopes to have the chance to serve you again on your next visit.

8/10 Good

Shuva

Business traveller
Liked: Cleanliness, property conditions & facilities, room comfort
Ok place to stay
Room was quiet and comfy; lobby was under construction
Stayed 2 nights in Oct 2023
Response from Sophia CSR4 on 6 Nov 2023
Dear Guest,We appreciate the 8-star rating of your stay. However, our goal is to make our guests 100% satisfied. Therefore, we welcome your ideas and suggestions for your future stay. We would love to host you again.

2/10 Terrible

Rosemary

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities
This hotel is undergoing construction and is filthy. I should never have been able to book this on expedia
Stayed 1 night in Oct 2023
Response from Sophia CSR on 2 Nov 2023
Dear Guest,It is disheartening to hear about your experience. Please accept our apologies for the issues you encountered. We will speak with our team to ensure that similar incidents will be prevented in the future. Our Team hopes you will give us another opportunity to provide you with a better stay.

6/10 Okay

Siu

Liked: Cleanliness, property conditions & facilities, room comfort
Stayed 1 night in Oct 2023
Response from Sophia CSR on 23 Oct 2023
Dear Guest,We appreciate your business and your time for rating your stay. If you wish, you can share your experience in detail and let us know about the pros and cons. We welcome our guest's feedback, both positive and negative, to improve our services.

2/10 Terrible

Hillary

Stayed 1 night in Oct 2023
Response from Sophia CSR on 13 Oct 2023
Hello,We are sad to see this rating and would love to know more about your experience. So, we can make the required changes and improvements. Our Team hopes to earn your business on future travels so that you can see our continuous improvement. We hope to serve you better next time.

10/10 Excellent

Todd

Very friendly check in and nice stay.
Stayed 1 night in Oct 2023
Response from Sophia CSR on 11 Oct 2023
Hello,It is heartwarming to see such a wonderful rating. We truly appreciate you taking the time to rate your experience. We hope you will come back to see us again on your next trip to the area!

4/10 Poor

Donna

Travelled with family
Liked: Staff & service, amenities
Disliked: Property conditions & facilities
Spent 3 days here with a toilet that you had to take lid off and push button to flush! Reported dsy 1 and never was taken care of. New soap dispenser would not pump soap and pump fell off. No soap option. For shower. This was fixed. Under major renovations and should have been closed. Look like a war site! Parking lot full of dumpsters. Crazy
Stayed 3 nights in Oct 2023
Response from Sophia CSR on 9 Oct 2023
Hello,We regret that you had an unpleasant experience at our property. Our Team never wants our guests to have a bad experience. I assure you that we will take appropriate measures to improve the areas you found unsatisfactory. And we will surely forward your valuable feedback to our team for improvements. We hope to serve you better next time.

10/10 Excellent

Jason

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Sep 2023
Response from Sophia CSR on 18 Sept 2023
Hello,A hearty thanks for your rating. We are feeling blessed to have you as our guest and value your business for choosing us. Our team assures you the best of our services at all times.

6/10 Okay

Jennie

Travelled with group
Stayed 2 nights in Sep 2023
Response from Sophia CSR on 14 Sept 2023
Hello,We appreciate your business and your time for rating your stay. If you wish, you can share your experience in detail and let us know about the pros and cons. We welcome our guest's feedback, both positive and negative, to improve our services.

8/10 Good

Stacy

Stayed 1 night in Sep 2023
Response from Sophia CSR on 11 Sept 2023
Hello,We appreciate the 8-star rating of your stay. However, our goal is to make our guests 100% satisfied. Therefore, we welcome your ideas and suggestions for your future stay. We would love to host you again.

10/10 Excellent

Mohammad

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very clear and comfortable hotel
It was an amazing experience.
Stayed 1 night in Sep 2023
Response from Sophia CSR on 9 Sept 2023
Hello,Thank you for taking the time to share your wonderful rating. We value your business and appreciate you choosing us. Our Team hopes to have the chance to serve you again on your next visit.

4/10 Poor

Michael

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities
Needlessly Frustrating…
Hotel is currently renovating with random items everywhere and rooms which were clearly under construction. This information was not known during booking, otherwise we would not have booked. The check-in process was terrible. We only had a short window to check-in as my son and I were in town for a tournament. We came in at 2:45pm (in between games) with the hope to quickly check in and go back to the tournament. While at the front desk, we were given our room number but were told our room was not ready yet and to wait. This was incredibly frustrating as we had no time to wait. After asking the front desk if we can have another room which was already available the woman discussed it with another person (presumably the hotel manager) and after another 5 or so minutes went by we were given another room. Why couldn’t this have been done at the very beginning? Needlessly frustrating…
Stayed 1 night in Sep 2023
Response from Sophia CSR on 5 Sept 2023
Hello,Thank you for sharing your feedback about your stay with us! We sincerely apologize for your subpar experience at our property. This is generally not what our guests experience with us and we hope you give us a chance to make it better for you. This issue has been taken up with our management and we are taking committed steps to rectify it and ensure this does not happen again.

8/10 Good

Jestine

Stayed 1 night in Sep 2023
Response from Sophia CSR on 24 Sept 2023
Hello,A hearty thanks for your rating. We are feeling blessed to have you as our guest and value your business for choosing us. Our team assures you the best of our services at all times.

10/10 Excellent

JACINTO

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Sep 2023
Response from Sophia CSR on 5 Sept 2023
Hello,Thank you for taking the time to share your wonderful rating. We value your business and appreciate you choosing us. Our Team hopes to have the chance to serve you again on your next visit.

10/10 Excellent

Maria

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Very clean
Stayed 1 night in Aug 2023
Response from Sophia CSR on 28 Aug 2023
Hello,It is heartwarming to see such a wonderful rating. We truly appreciate you taking the time to rate your experience. We hope you will come back to see us again on your next trip to the area!

4/10 Poor

Joseph Blaine

Stayed 4 nights in Aug 2023
Response from Sophia CSR on 9 Sept 2023
Hello,We are sad to see this rating and would love to know more about your experience. So, we can make the required changes and improvements. Our Team hopes to earn your business on future travels so that you can see our continuous improvement. We hope to serve you better next time.

2/10 Terrible

Anita

Stayed 1 night in Jul 2023
Response from Sophia CSR on 21 Aug 2023
Hello,We are sad to see this rating and would love to know more about your experience. So, we can make the required changes and improvements. Our Team hopes to earn your business on future travels so that you can see our continuous improvement. We hope to serve you better next time.

4/10 Poor

Kristin

Disliked: Cleanliness, property conditions & facilities
Check the hotel is not renovating before you book
This hotel is in the process of updating its rooms which will ultimately be good, but they did not alert us prior to our booking. There were construction materials in the hallways and out in the parking lot. Given the price of this hotel, we were surprised and disappointed we were not alerted. We had an unrenovated room where the mattress was ok and the bathroom needed an overhaul. On the plus side, it was relatively quiet and the breakfast seemed to be good.
Stayed 2 nights in Jul 2023
Response from Sophia CSR on 2 Aug 2023
Hello,On behalf of our entire team, I would like to apologize for not exceeding your expectations. I assure you that we will take appropriate measures to improve the areas you found unsatisfactory. And we will surely forward your valuable feedback to our team for improvements. We hope to serve you better next time.

2/10 Terrible

Mary, West Orange

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Jul 2023
Response from Sophia CSR on 2 Aug 2023
Hello,We are sad to see this rating and would love to know more about your experience. So, we can make the required changes and improvements. Our Team hopes to earn your business on future travels so that you can see our continuous improvement. We hope to serve you better next time.

8/10 Good

Eugene

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Jul 2023
Response from Sophia CSR on 18 Jul 2023
Hello,We appreciate the 8-star rating of your stay. However, our goal is to make our guests 100% satisfied. Therefore, we welcome your ideas and suggestions for your future stay. We would love to host you again.

6/10 Okay

Kathleen

Stayed 2 nights in Jul 2023
Response from Sophia CSR on 7 Aug 2023
Hello,We appreciate the 3-star rating of your stay. However, our goal is to make our guests 100% satisfied. Therefore, we welcome your ideas and suggestions for your future stay. We would love to host you again.

10/10 Excellent

KENYA

Liked: Cleanliness, staff & service, property conditions & facilities
The property was in good shape and the staff was professional.
Stayed 3 nights in Jul 2023
Response from Sophia CSR on 17 Jul 2023
Hello,Thank you for an excellent 5-star rating. We are glad that you had a nice stay with us and always welcome our guest's ideas and suggestions. We would love to host you again.

4/10 Poor

Sandra

Travelled with family, Business traveller
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Tub clogged Tv didn’t work Fridge leaking all over floor Dirty carpet throughout Staff helpful and friendly tho
Stayed 1 night in Jun 2023
Response from Sophia CSR on 3 Jul 2023
Hello,We are truly sorry for your recent experience with our hotel. The conditions and service that you describe are not typical, however, we will be reviewing these comments with our team to research the matter further. We hope to have the chance to serve you again on your next visit.