Reviews of Holiday Inn Express & Suites New Cumberland by IHG 2 stars
190 Beacon Hill Blvd., New Cumberland, PA 17070, United States
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Reviewed: 1 September 2025 · Stayed in August 2025
Verified reviewReviewed: 24 August 2025 · Stayed in June 2025
Verified reviewReviewed: 23 August 2025 · Stayed in July 2025
Verified reviewI did not like the stay.
We found a roach in our room. When we told the staff they told us a manager will be in contact the next day and that was not the case. They did nothing to accommodate us or reduce the fee for our stay for having roaches in our room. I also am still waiting for my $20 holding fee to get released back to me after all of this time and would like it back ASAP.
Dear Janiece, Thank you for sharing your experience with us. We sincerely apologize for the discomfort caused by the presence of roaches in your room, especially with young children involved. We take this feedback seriously and will address the issue with our team to ensure a cleaner environment for our guests. We also regret that you did not receive timely follow-up from management regarding your concern. Your feedback is important, and we will work to improve our communication. Regarding the holding fee, please reach out to our customer service team for assistance with the release. Thank you for bringing this to our attention, and we hope to have the opportunity to serve you better in the future.
Dear Janiece, Thank you for sharing your experience with us. We sincerely apologize for the discomfort caused by the presence of roaches in your room, especially with young children involved. We take this feedback seriously and will address… Show more
Reviewed: 8 August 2025 · Stayed in July 2025
Verified reviewRooms were clean and bed was comfortable. Having breakfast was a money saver for us before going to the theme park.
Our key card wouldn’t work a few times. One time both cards didn’t work we had to go downstairs two times because after they fixed it, it still wasn’t working until the second time downstairs.
Dear Jill, Thank you for your feedback! We're thrilled to hear that you enjoyed your stay and found the rooms clean and comfortable. It's great to know that breakfast was a helpful perk before your visit to the theme park. We sincerely apologize for the inconvenience you experienced with the key cards and appreciate you bringing this to our attention. We hope to welcome you back for another pleasant stay soon!
Dear Jill, Thank you for your feedback! We're thrilled to hear that you enjoyed your stay and found the rooms clean and comfortable. It's great to know that breakfast was a helpful perk before your visit to the theme park. We sincer… Show more
Reviewed: 4 August 2025 · Stayed in August 2025
Verified reviewbreakfast was decent, the rooms were nice with extra space.
The pool needs an upgrade. If you are a light sleeper, request the top floor because you can hear everything!
Hi Kasandra, Thank you for your feedback and your 7 out of 10 rating. We are pleased to hear that you enjoyed the breakfast and found the rooms spacious and comfortable. We also appreciate your helpful suggestions regarding the pool and room location. Your note about noise for light sleepers is valuable, and we recommend top-floor accommodations for a more peaceful rest. We will certainly take your comments into account as we continue working to enhance our guests’ overall experience. We hope to have the pleasure of welcoming you back in the future.
Hi Kasandra, Thank you for your feedback and your 7 out of 10 rating. We are pleased to hear that you enjoyed the breakfast and found the rooms spacious and comfortable. We also appreciate your helpful suggestions regarding the pool and ro… Show more
Reviewed: 18 June 2025 · Stayed in June 2025
Verified reviewNice staff
I was very disappointed with the parking situation at the hotel. After returning late from a concert, we found that all the parking spots were full. When we asked the front desk where we should park, we were told we could leave our vehicle near the hotel-owned truck, which was occupying four individual parking spaces. However, the next morning after checking out, we found a surprisingly rude note on our car stating that we should not have parked near the truck and that the hotel would not be responsible for any damage if our car was hit while the truck was being moved. This was especially frustrating and confusing, given that we were explicitly told by hotel staff that it was okay to park there. My suggestion: if the hotel is fully booked, perhaps it would be more considerate to have the hotel truck take up fewer spaces to leave room for paying guests. The conflicting information and tone of the note were unnecessary and unprofessional.
Dear Guest, This description falls short of the standard we strive to maintain, and I apologize for the discomfort you experienced. We take your feedback seriously, and we'll be addressing the issues you've raised immediately. We hope you will allow us to offer you a positive stay.
Dear Guest, This description falls short of the standard we strive to maintain, and I apologize for the discomfort you experienced. We take your feedback seriously, and we'll be addressing the issues you've raised immediately. We h… Show more
Reviewed: 17 June 2025 · Stayed in June 2025
Verified reviewReviewed: 10 June 2025 · Stayed in May 2025
Verified reviewReviewed: 8 June 2025 · Stayed in June 2025
Verified reviewIt was quiet and very clean. The staff were all very friendly. Will be staying there again.
Water pressure was a little low, but doable. The pool was way too cold.
Hi Dawn, Thank you for your positive feedback! We're delighted to hear that you found the hotel quiet, very clean, and enjoyed the friendliness of our staff. We appreciate your understanding regarding the water pressure and pool temperature, and will look into these areas to improve guest comfort. We look forward to welcoming you back on your next stay!
Hi Dawn, Thank you for your positive feedback! We're delighted to hear that you found the hotel quiet, very clean, and enjoyed the friendliness of our staff. We appreciate your understanding regarding the water pressure and pool temper… Show more
Reviewed: 8 June 2025 · Stayed in June 2025
Verified reviewLiked the king bed. Kids enjoyed the breakfast. It was clean and staff was nice.
The coffee was awful. It smelled like a weird cleaning solution.
Hi Kelly, Thank you for your feedback. We’re glad to hear you enjoyed the comfortable king bed, the cleanliness of the room, and that the kids liked the breakfast. However, we sincerely apologise for the unpleasant coffee experience—that’s certainly not what we want for our guests. We’ll be addressing this issue to ensure better quality going forward. We appreciate you bringing it to our attention and hope to welcome you back soon.
Hi Kelly, Thank you for your feedback. We’re glad to hear you enjoyed the comfortable king bed, the cleanliness of the room, and that the kids liked the breakfast. However, we sincerely apologise for the unpleasant coffee experience—that’s… Show more
Reviewed: 2 June 2025 · Stayed in May 2025
Verified reviewReviewed: 20 May 2025 · Stayed in May 2025
Verified reviewEverything
We were completely satisfied
Dear Guest, Thank you so much for your wonderful feedback! We’re thrilled to hear you were completely satisfied with everything. We look forward to welcoming you back for another excellent stay!
Reviewed: 15 May 2025 · Stayed in May 2025
Verified reviewClose to DLA Distribution
Clean and well kept
Hi Walter, Thank you for your excellent review! We're thrilled to hear that you found our property quiet, clean, and conveniently located near DLA Distribution. It's always our goal to provide a well-maintained and peaceful environment for our guests, and we're glad we could deliver on that. We truly appreciate your feedback and look forward to hosting you again in the future.
Hi Walter, Thank you for your excellent review! We're thrilled to hear that you found our property quiet, clean, and conveniently located near DLA Distribution. It's always our goal to provide a well-maintained and peaceful environ… Show more
Reviewed: 20 April 2025 · Stayed in April 2025
Verified reviewthe staff was nice and great
the pool didn’t work for the second time we have been there the pool was 34 degrees and that was the reasonI I took my grandkids there the Ice machine on two floors we not working and there is a smell as soon as You walk in we left early and will never stay there again
Hi Christine, Thank you for sharing your feedback. We're glad to hear that you found the staff nice and great, but we deeply apologize for the issues you encountered during your stay. We understand how disappointing it must have been to find the pool inoperable and the ice machines not working. Additionally, we regret the unpleasant odor you experienced upon arrival. These are certainly not the standards we aim to provide, and we will be addressing these concerns to ensure future guests have a more enjoyable experience. We truly appreciate your comments and hope to have the opportunity to make things right in the future.
Hi Christine, Thank you for sharing your feedback. We're glad to hear that you found the staff nice and great, but we deeply apologize for the issues you encountered during your stay. We understand how disappointing it must have been t… Show more
Reviewed: 15 April 2025 · Stayed in April 2025
Verified reviewWas very disappointed my room was not clean hair in bathroom and towels as well as stains on bed then was sent to a different room where stink bugs were every where hair as well as spills that weren’t clean supervisor refused to speak to me I was told take my complaint up with booking.com
Hi John, We are truly sorry to hear about the issues you experienced during your stay, and we sincerely apologize for the poor cleanliness and the lack of proper service. Your experience with unclean rooms, stains, and the presence of pests is unacceptable, and it is concerning that your complaint was not properly addressed. This is not the standard of service we strive to provide, and we will be escalating your feedback to the appropriate management to ensure these issues are addressed promptly. We deeply regret that your stay was so disappointing, and we truly appreciate you bringing this to our attention. Thank you for your understanding, and we hope to have the opportunity to restore your faith in our service in the future.
Hi John, We are truly sorry to hear about the issues you experienced during your stay, and we sincerely apologize for the poor cleanliness and the lack of proper service. Your experience with unclean rooms, stains, and the presence of pest… Show more
Reviewed: 14 April 2025 · Stayed in April 2025
Verified reviewPool was ice cold, coffee at breakfast was cold, bathroom door in the room wouldn’t lock, bath tub plug was broken so couldn’t fill the tub to give kids baths, lighting was dim, ac wouldn’t work
Dear Guest, We sincerely apologize for the issues you encountered during your stay. We understand how disappointing it must have been to face so many inconveniences, especially when visiting with family. The pool temperature, cold coffee, maintenance issues with the bathroom door, bathtub plug, and the AC are certainly not the experience we aim to provide our guests. Rest assured, your feedback will be shared with our maintenance team for immediate attention. We deeply appreciate your understanding and hope to have the opportunity to provide you with a more enjoyable experience on your next visit.
Dear Guest, We sincerely apologize for the issues you encountered during your stay. We understand how disappointing it must have been to face so many inconveniences, especially when visiting with family. The pool temperature, cold coffee, … Show more
Reviewed: 14 April 2025 · Stayed in April 2025
Verified reviewRoom was spotless and actually very pretty. Breakfast was fabulous. The kids loved the pancake machine. Push a button and two fall onto ur plate. Nice coffee bar was available at all times. Pool heater was broke so we couldnt swim but our spacious king suite was nice to spread out with board games and coloring books.
Hi Margaret, Thank you so much for your wonderful review! We're delighted to hear that you enjoyed your spotless and beautifully arranged suite, as well as the fabulous breakfast—especially the pancake machine, which is always a hit with the little ones! It's great to know the 24-hour coffee bar and the spacious layout of your suite added to your comfort and allowed for some quality family time. We do apologize that the pool heater was out of service during your stay and appreciate your understanding. We look forward to welcoming you back for another relaxing and enjoyable visit!
Hi Margaret, Thank you so much for your wonderful review! We're delighted to hear that you enjoyed your spotless and beautifully arranged suite, as well as the fabulous breakfast—especially the pancake machine, which is always a hit wi… Show more
Reviewed: 12 April 2025 · Stayed in April 2025
Verified reviewReviewed: 7 April 2025 · Stayed in April 2025
Verified reviewReviewed: 23 March 2025 · Stayed in March 2025
Verified reviewReviewed: 17 March 2025 · Stayed in March 2025
Verified reviewWhen arriving my total was 126 and change. My card statement says it’s 20$ more than agreed upon. The final total came out to 146 and change. Walking into our room there was a big sticky wet spot in the carpet that we kept stepping on. The room was gross. There was also mold/mildew in the bathroom which was an unsettling feeling.
Hi Morgan, We're sorry to hear that your experience did not meet expectations. Unexpected charges and cleanliness concerns are never acceptable, and we understand how frustrating that can be. We recommend reaching out to the hotel directly for clarification on the billing discrepancy and to share your feedback about the room condition. Your experience matters, and we hope future stays at any property exceed your expectations.
Hi Morgan, We're sorry to hear that your experience did not meet expectations. Unexpected charges and cleanliness concerns are never acceptable, and we understand how frustrating that can be. We recommend reaching out to the hotel dire… Show more
Reviewed: 16 March 2025 · Stayed in March 2025
Verified reviewGood variety. Everything was good
Minor updates
Hi Sharon, Thank you for your kind words! We're delighted that you found your stay comfortable and enjoyed the breakfast selection, as well as the provided amenities. We appreciate your feedback on updates and will continue working to enhance the experience for our guests. We look forward to welcoming you back!
Hi Sharon, Thank you for your kind words! We're delighted that you found your stay comfortable and enjoyed the breakfast selection, as well as the provided amenities. We appreciate your feedback on updates and will continue working to … Show more
Reviewed: 8 March 2025 · Stayed in February 2025
Verified reviewReviewed: 24 February 2025 · Stayed in February 2025
Verified reviewReviewed: 18 February 2025 · Stayed in February 2025
Verified review