Holiday Inn Express & Suites West Ocean City by IHG

Enjoyed Downtown stay at CI. New management is eager to turn this establishment into a fine resting destination. Love the Gym , large suites and service. Keep it up will be 5 star in no time.

This is with out a doubt the worst hotel/motel I have ever went to. It was so bad that me and my wife couldn’t stay there overnight we left with in one hour. We lost a $167.00 dollars because they would not refund my money. When walking into this dump there a a few eye dropping people hanging outside smoking cigarettes and pot. When you enter the lobby it reeks of pot and cigarette smoke and very hot inside no A/C. There was nobody at the front desk. We waited about 10 minutes and finally some very unhappy employee came and checked us in. When we went to our room the hallway leading to it smelled like stale pot and cigarettes. The hallway also had no A/C. Went into our room we were greeted by ents on the floor and the bed felt very very damp and musty. I am still trying to get my money back. DO NOT STAY HERE ITS A DUMP.

I would post zeros if I could. In May, I made reservations to stay at this property in December. On June 21st, I received an email stating that the hotel would not be able to accommodate me because it was closed due to “extensive damage.” The email said I would need to call to get my refund. I attempted to call the hotel several times—no one ever answered. I then called Choice Hotels headquarters, where I spent over an hour being transferred around. Even their agent could not reach the hotel. During that same day (June 23rd), I conducted my own research and discovered multiple media and newspaper articles showing the hotel had actually been closed for nearly two years due to damage and safety issues. I immediately called Choice Hotels back to inform them of this, they were not tracking its closure and refused to budge, and only then was a help ticket was finally finally submitted. Yet despite this clear evidence, I was still told that because I prepaid to the hotel, only the hotel could issue a refund. Weeks passed without resolution, and on July 10th I followed up again—only to find myself starting the process from scratch, repeating the same explanations and encountering the same denials that the hotel was even closed. After more than an hour of back and forth, and only after repeatedly asking for a supervisor, I was finally promised a refund via check since they claimed they couldn’t put it back on my card. I received and deposited the check on July 28th. Then, on August 20th, I was charged again for the exact same amount—$158.80. When I called back, customer service claimed they couldn’t even see the charge in their system. They further informed me the hotel was no longer part of the Choice/Comfort Inn brand, despite the charge showing otherwise. Their only suggestion was to “call the hotel” (which, again, has been closed for years) or dispute the charge with my bank. This entire process has been a nightmare of mismanagement, lack of accountability, and outright negligence. Choice Hotels continued to accept reservations for a closed property, misled customers about refund responsibility, and even reversed a refund weeks after issuing it. Consumers deserve transparency and protection from this type of practice.