Holiday Inn Express & Suites New Castle, an IHG Hotel

I have stayed here multiple times and had a good experience. However, the last time was extremely traumatic and unsettling. The room they put me in wasn’t as clean as normal, the other guest were extremely loud and made it hard to sleep. The breakfast wasn’t their top tier breakfast as usual. I called to ask for a later check out and was told they couldn’t because someone else was checking in the room. I left out the room at 11:00am. The front desk said thanks for staying and I left. 30 minutes later I see an additional charge of $150 . I call the hotel the manager nicole was very rude and said it was for smoking. I’ve never smoked in the rooms. I e never been charged these fees in the past and stay at multiple hotels. They also didn’t follow their policy and procedures if they suspected smoking in the rooms. Which states they’ll charge you $200 or more and tell you to leave the premises none of this happened. My card was charged fraudulently. I told the manager I’m coming back up there and she has to show me where there is smoke. She then said oh the cleaning manager said she seen a cloud of smoke when she opened the door. I told her she’s not telling the truth and to refund me. The cleaning manager Rachelle because very argumentative and unprofessional saying she has drugs in her house and they know why smoke is , the other cleaning girl said she’s smoke and knows what it is etc. I became very unsettled and sad because I stayed her multiple times and never any issues from me or my guest. They then threatened to call the police because I was requesting my refund now. Which is PTSD for myself being a black woman. When I wasn’t in the wrong.

We were traveling up from Texas and had a very stressful travel. The staff here helped us get to our rooms and when we needed to leave loaded us up with as much water as we wanted. The breakfast was good, I really like the cheese omletes and the oatmeal. The pancake maker is a little strange but I didn't think it was a problem. If we're ever driving through this area again this will be our regular stop.

Do not leave anything here. I left a sentimental item in my rook and went to get it a couple days earlier they said they searched for days and couldn't find it it was either stolen by the maid or left in the room and taken by another guest I asked foe it to be replaced and they just ignored me. Contacted management they couldn't help me get the item replaced. Contacted guest relations and corporate and still have yet to get the item replaced its been a few weeks and now they are not responding back at all like wow how unprofessional.

Stayed for a wedding, new facilities were pretty nice. However, the cleaning staff was having extremely inappropriate conversations and were not cleaning fast enough for others to get their room on time. Breakfast was decent, however there was no plain egg option, just vegan egg omelette.

I booked a room online and missed the first day of my three day reservation due to a family emergency that delayed my trip. When I called to check on my room status, Isabella said that because I didn't show up that she gave my reserved room to someone else. I was also informed that the hotel was fully booked and she couldn't offer me another room and that I was STILL BEING CHARGED FOR THE ROOM at FULL PRICE FOR THREE DAYS! So I canceled my trip entirely. I will never use a Holiday Inn again.