Holiday Inn Express & Suites White River Junction, an IHG Hotel 121 Ballardvale Drive, Hartford, VT 05001

"We stayed at the hotel on a trip to Norwich University and it was conveniently midway from home. If you can find the hotel it is a good choice . There were no signs outside that we could see and we thought it was an apartment or condo complex. We had to go into the lobby to confirm it was the right place. The rooms were decent, nothing extravagant. We were comfortable and the breakfast in the morning was good enough. The breakfast was a standard buffet with eggs, bacon, cereal, etc. The room was very warm and we were not able to figure out how to adjust the thermostat so we lived with it. We did select a suite and if you had an extended stay the larger floorplan and kitchenette would be very convenient. We just line having the extra room to spread out so kids can have their own space."

"I hate doing this, but our stay at Holiday Inn Express in White River Junction was absolutely awful. I don't understand how IHG continues to offer this franchise their branding because the standards of this property were so low and it makes me not want to trust other IHG brands as I travel. This will be long and I hope it will dissuade others from booking this property because the only way they will do better is if they aren't selling rooms. They're fine to let us stay in subpar conditions because demand is high and they don't have to do better. I'm not a fancy person--I did not expect luxury when I booked a 9 night stay. I expected a clean, comfortable place to plant myself as I traveled through the region. When we arrived to check in at the stated check-in time (3 pm), we were told they had to check which room we'll be in and to hang out in the lobby. Two hours later, they were still not ready to get us our room. We were friendly and patient and told the clerk that we were going to run errands and grab food. We didn't get a chance to freshen up or rest before having to go out in the evening because they couldn't clean our room in the six hours since the last person checked out. When we got back, our room was ready--yay! The good? The room was large and it was nice to have that kind of space for nine days so we weren't on top of each other the whole trip and it was clean enough--that one day it was cleaned. The room was freezing the first night and the next. There is a thermostat in the room, but we learned that each individual room cannot actually control their own temp. inside the room and that the heaters had not been switched on yet, so their advice was to turn off the fan completely because that was just circulating the AC in our room. We did that and bundled up for two nights. During one of the nights, there was a rainstorm and we realized that our room was badly leaking from the window/above the window. We called the front desk and were told that maintence wasn't there, but that she'd have them take a look in the morning. In the meantime, she'd bring up old towels for us to mop up (took over an hour to get the old towels). We also had to use our ice bucket to catch the falling water. Fine. Maintence was never called or sent to our room. The bucket and the towels stayed put in the window. Not fine. Then the heat kicked on and the rooms were registering at about 85-90 degrees. Their advice was to turn the fan off and open the windows--even when nights were 40 degrees out, it was still too hot with the windows open. This was the rest of our stay. They lied and said they had someone coming to fix it, but clearly, from the reviews, this is just their system and it's unacceptable. At almost $300/night, you'd think this wouldn't happen. There were LINES of angry guests for a few nights complaining about the heat. That's all that was talked about at breakfast in the morning. The breakfast area was a sauna. It was miserable. We requested daily housekeeping and no one said they were unable to do it--but our room was never cleaned and our supplies (towels, coffees, face wipes, etc.) were never replenished (unless we begged mulitple times). We ran out of towels pretty quickly. On the 3rd or 4th morning, we requested a basic refresh and the front desk staff wrote it down and then we took off for the night. When we returned the next day, nothing had been done. There were still piles of dirty towels and garbage that needed to be taken care of. We went back down to the front desk and the staff there was able to get housekeeping to clean our room--but we had to wait in the lobby for another 1.5-2 hours to get that done--it was already about 4:00 pm. Website says daily, IHG says every 3 days--neither of these things happened. After 7 days, I requested another clean--but I had to beg. For all of this, they gave us a full $100 off (and a free bag of popcorn) our 9 day stay. Generous. There's an issue with management or ownership (or both) and it needs to be corrected. IHG should pull their branding."

"It's currently 81 degrees in our room for which we paid over $300. The girl at the desk, who is very kind, told us they turned off the A/C so there is no way to cool the rooms off except opening the windows. "They would have to call someone in to correct the situation". Is this 1823 or 2023? They don't have an HVAC system that can run both A/C and heat at the same time if need be? The windows have been open for a while, still 80. We intend on getting a full refund and I'm guessing other guests will too. Calling someone in would have been much less expensive than refunding thousands of dollars to unhappy guests."

"Avoid this hotel at all costs. The room I had had three distinct problems: 1. The room had not been well cleaned and the coffee maker was quite dirty. My wife had to use cleaning products herself to make the room habitable. 2. The AC was not functioning. No matter what setting I tried on the thermostat, the temperature stayed above 77 degrees. The only relief (per staff) was to open the sliding door to let cooler air (and the adjacent highway noise) into the room. 3. Spiders - the room was full of them. I had to kill several each night and get rid of their webs. Hotel staff was no help. They were either unable, unwilling, or unauthorized to provide any relief. After speaking with multiple staff, I gave up. These problems, along with the property being in general run down condition, make this a definite non-recommendation."

"First, it’s very important that people go by reviews on third-party sites because IHG does not post all of the negative reviews submitted on their site. checked in went to my room just to go to the bathroom and drop off my bags. Saw that the temperature in the room was 79° so I turned the air-conditioning to the coldest temperature possible fan to high. Noticed a tower and window fan, but didn’t think much of it. Got back later that night around 1030 and the room was 81 degrees. Called down and asked what the trick was to the AC, they sent someone up who fiddled with the thermostat and recommended multiple times that I use the fans. Told them I don’t pay good money to use fans in an 80 degree plus room. Front office called and said they could switch me two floors down, but at that pint both my service dog and myself were too tired to lug the multiple bags down there so I said I would the next day. What makes me most angry is they KNOWINGLY gave me a room with a broken AC, hence the fans. Just terrible way to treat customers. What made it worse was upon coming back on day two, I went to my room to get my stuff and housekeeping left my door open with all my stuff in there. I was told I would get points as compensation but that did not happen either. Just one dropped ball after another."