Holiday Inn Express Hotel & Suites Limerick - Pottstown by IHG

What you have come to expect - and that’s a good thing. Nice hotel. Stayed for a college campus visit and the hotel is what you should expect for a Holiday Inn Express. Clean. Neat. Bright. Good breakfast in the morning. Pool was nice but there was no hot tub / jacuzzi which was a little odd as there usually is one. Staff was helpful and attentive. Nothing over the top at this hotel but no complaints either. Just a nice stay.

A good value in a midrange hotel. This hotel is well laid out and very well appointed for a budget-friendly hotel. The room we stayed in was clean and had a mini fridge microwave and Keurig coffee maker. The beds were very comfortable. There was a good complimentary breakfast including eggs, sausages, pastries, French toast, juices, coffee and tea and cereals. The breakfast environment was very clean and appealing. I would be at a loss to say anything negative about this hotel. Additionally it is well off the main highways offering a restful sleep environment.

Customer service is horrible just like it’s room. I booked a room for two nights, a king room with a pull-out couch. (Room 217) There were 4 of us staying in the room. Check-in went smoothly, but once I got to the room, there were no linens for the couch. I went down and requested a set as well as an extra blanket. Once I went to set up the pull-out couch, the mattress was basically like a piece of plywood, and it had not been changed since 2009. Springs were poking out of it, and I would not allow my two young children to sleep on it. I understand that things happen, so I asked the front desk clerk/Mgr on duty named Kim for a roll-away bed which she told me she didn’t have. So I asked for another room, which, again, they did not have. Ok, I understand. I asked for several mattress pads to make the bed more comfortable. She said, “No, I already gave you linens.” I emphasized that the mattress was dangerous for the kids and that it was unacceptable, but I could deal with it as long as I was able to have some extra padding. She again told me that there wasn’t any. This went on for about 5 min back and forth. I tried to tell her this was unacceptable and that she needed to make it right by simply providing me with extra padding. Finally, after another 5 min and a line of patrons waiting to check in, she says, “Fine. I’ll get you your pad.” Kim's customer service was unprofessional and rude. I will say that the custodial, Dan was a true gentleman. He brought me two additional mattress pads. He was extremely apologetic about my situation, explaining that several guests had complained about the same issue and would try his best to remedy the situation. If Holiday Inn employed people like Dan and less like Kim, this review would be completely different. It’s a shame that my children had to witness my interaction with Kim, but I’m glad that they did. I was able to teach them a valuable lesson on how NOT to treat your customer. Especially one paying for a room to sleep in when the sleeping arrangements are unacceptable. I genuinely hope that upper management reads this and takes the necessary actions to correct this situation with the room for further guests, as well as a training course for their staff on how to treat customers. I also hope that they commend Dan on his courtesy and professionalism.

Unusable Sofa Beds We had two king suites reserved with sofa beds as no other rooms were available. Both sofa beds were so uncomfortable that no one could possibly sleep in them, even our 7 year-old grandson. We think it is disgraceful that a hotel would even offer them. The sofa bed had very little padding and you could feel every spring in your back. Way too expensive for what we got.

Great bed, great shower A terrific bed and a great shower were two of the highlights of a recent stay here. The room -- billed as a suite -- was also very spacious. Since a good night's sleep is really important to me, I really appreciated the quality of the mattress (pillows, too). It's not a given, even in more expensive places. So I was very happy with my stay.