Holiday Inn Express Wilkes Barre East

Easy access to I 81. Many options for eateries. Comfortable bed. Quiet room. Perfect place to stop for a 1 night stat

I had the worst experience at this hotel last night. I had an event with family in PA and needed a place to rest before making the 3 hour drive back to NY the next day. I called the hotel around 9:30pm and informed the front desk that I would be arriving very late. The woman I spoke to said that is fine and we can check in whenever we get in. My husband and I arrived at around 3am and were told our room was canceled because we didn’t confirm. The man at the front desk, Kai, was extremely rude from the beginning and just kept telling us that because there was no note, our room was canceled. There was no trying to see what he could do for us or try to resolved the issue. It was just “yeah, your room was canceled”. I asked him how is the room canceled when I called and spoke to an actual person who confirmed they put a note in my chart? He said I’m supposed to call the hotel twice to confirm. Why should I call twice to confirm when I already spoke to someone? He was very dismissive and he lacked customer care. He said your room was canceled but you’ll be refunded on Monday. At this point, he still did not say let’s see what I can offer you. I said how would I know if I’m going to be refunded? He said I’ll just need to have patience. Hotels do not refund you when you no show. I asked for his first and last name and he says “ now you’re getting too personal. Why would I give you my last name? I don’t have to give you that.” Which is fine but it matters how you talk to people.

Very pleased with the rooms. Apparently newly renovated. Definitely stay again