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Reviews of Holiday Inn Express Frazer - Malvern, an IHG Hotel

2.5 out of 5
Holiday Inn Express Frazer - Malvern, an IHG Hotel
1 Morehall Rd, Malvern, PA

Reviews

7.8

Good

Rating 10 - Excellent. 336 out of 885 reviews" "
Rating 8 - Good. 302 out of 885 reviews" "
Rating 6 - Okay. 109 out of 885 reviews" "
Rating 4 - Poor. 69 out of 885 reviews" "
Rating 2 - Terrible. 69 out of 885 reviews" "

8.0/10

Cleanliness

8.4/10

Staff & service

7.4/10

Amenities

7.6/10

Property conditions & facilities

7.2/10

Eco-friendliness

Reviews

6/10 Okay

Robert

Traveled with family
I checked in and went to the room. It wasn’t cleaned. They moved us to the 4th floor. The main light didn’t work. We went to leave and the elevator was out of order. It was repaired when we came back. We went to breakfast at 8:15 the next morning. No eggs, no cinnamon rolls, and NO coffee. We went to Panara’s instead. We would not stay there again.
Stayed 2 nights in May 2024

8/10 Good

Marian

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Everything was fine until the next morning for breakfast when we didn’t get to eat because the food wasn’t ready at 8:15. We waited for nearly a half hour so at 8:40, we could not wait any longer because we had to be at Cabrini University graduation for 9:00. The service was very very slow.
Stayed 1 night in May 2024

4/10 Poor

Alexandra

Business traveler, Traveled with family
Disliked: Cleanliness, property conditions & facilities
This property was one of the worst I have stayed in. Stink bugs. Toilet that worked on and on. Flaking caulk everywhere in bathroom revealing black underneath (mold?) Unpainted plaster where places had been hit on walls. Glass like desk with water and dirt caked in.and more! Broken elevator (which did get fixed by evening)
Stayed 1 night in May 2024

8/10 Good

Michael

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in May 2024

10/10 Excellent

Linda

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I thought this was a great place to stay for the the price we paid. The staff was amazing. From the moment we got there, they were nice and very helpful. We got free continental breakfast that was hot, delicious and very well maintained. I would stay there again. Easy check in and easy check out. I had no issues with my stay. There is a Wegmans and Target close by also.
Stayed 1 night in May 2024

8/10 Good

Yemane

Liked: Cleanliness, staff & service, property conditions & facilities
It was good.
Stayed 2 nights in May 2024

6/10 Okay

Nancy

This property was very convenient for me as I was traveling up to Lancaster area. Lots of food possibilities in the area. Unfortunately, it appears to be in need of a bit of updating, however; my issue was that my toilet did not flush. I arrived after 10pm, fell into bed and did not realize it until the wee hours of the morning. One would think that someone would have noticed a non-flushing toilet, however; they did not.
Stayed 1 night in Apr 2024
Response from Front Office Manager on May 13, 2024
Thank you for your honest review, we apologize that we did not catch this issue sooner. I can assure we are working very hard to improve our hotel for a better stay for guest, starting with future renovation to come.

8/10 Good

Dennis, Easton

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Location
Stayed 2 nights in Apr 2024

6/10 Okay

Alan

Stayed 5 nights in Apr 2024

10/10 Excellent

robert

Traveled with group
Liked: Cleanliness, staff & service, amenities
Good value
Stayed 1 night in Apr 2024
Response from Sophia CSR on Apr 20, 2024
Dear Guest,A hearty thanks for your rating. We are feeling blessed to have you as our guest and value your business for choosing us. Our team assures you the best of our services at all times.

2/10 Terrible

Garry

Traveled with group
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Just gross mold in all rooms. Shower head was all green and crusty. Tub drain not work. Big stains on floors. Toilet ran continuously.Absolutely for the money you can do better
Stayed 4 nights in Apr 2024
Response from Sophia CSR on Apr 20, 2024
Dear Guest,On behalf of our entire team, I would like to apologize for not exceeding your expectations. I assure you that we will take appropriate measures to improve the areas you found unsatisfactory. And we will surely forward your valuable feedback to our team for improvements. We hope to serve you better next time.

10/10 Excellent

Kevin

Traveled with group, Traveled with family
Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
It definitely was a holiday inn express, but the staff were great: rooms are cleaned well and regularly, and the feont desk staff were super nice. Specific props to Moose. Hotel facility itself is pretty dated, musty in areas, but its an express. It feels more like company neglect of the property than a staff one, based on the service. You get what you pay for, and for a cheap place to stay in a philly suburb near the metro, you can do worse.
Stayed 3 nights in Apr 2024
Response from Sophia CSR on Apr 13, 2024
Dear Guest,Thank you for sharing your experience with us. We're glad to hear that you found our staff, particularly Moose, to be great and that the rooms were cleaned well. We apologize for any inconvenience caused by the dated and musty aspects of the hotel facility. Your feedback is appreciated and will be shared with the management team for improvements. We strive to provide a comfortable stay for our guests, and we're pleased to offer affordable accommodations in a convenient location near the metro. We hope to welcome you back for another positive experience in the future.

10/10 Excellent

nicole

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities
Great stay
Stayed 1 night in Apr 2024
Response from Sophia CSR on Apr 13, 2024
Dear Guest,Guest satisfaction is our number one objective, we really appreciate your wonderful rating. Our Team hopes to have the chance to serve you again on your next visit.

6/10 Okay

Jody

Traveled with partner
Liked: Staff & service
Ok for a one night, put at the stairway & people were in & out of the stairway (slamming door) until late hours. Bathroom needs a little work, but ok for a 1 night.
Stayed 1 night in Apr 2024
Response from Sophia CSR on Apr 8, 2024
Dear Guest,Thank you for taking the time to share your feedback regarding your experience. We apologize for the inconvenience faced by you. We have spoken to the concerned person, and we wish to serve you better the next time. We will always ensure that we keep delighting you with our facilities and services.

10/10 Excellent

Verified traveler

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Feb 2024
Response from Sophia CSR on Mar 6, 2024
Dear Guest,A hearty thanks for your rating. We are feeling blessed to have you as our guest and value your business for choosing us. Our team assures you the best of our services at all times.

10/10 Excellent

Jeff

Traveled with group, Business traveler
Liked: Cleanliness, staff & service, amenities
It was very quiet except for the in room heater. It was extremely loud when it ran at night.
Stayed 1 night in Jan 2024
Response from Sophia CSR on Mar 6, 2024
Dear Guest,I wanted to say thanks for your recent stay here at our hotel! We are happy to see this positive rating. Our team continuously strives to exceed your expectations and looks forward to you in the future.

8/10 Good

Fredrick, Sterling

Traveled with family
Liked: Cleanliness, staff & service
Needs renovation soon
Stayed 1 night in Dec 2023

8/10 Good

Mary

Liked: Staff & service, property conditions & facilities
Stayed 2 nights in Dec 2023

6/10 Okay

Ian

Around windows rotten No hotel nights given
Stayed 1 night in Dec 2023

6/10 Okay

KIM

Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
Stayed 2 nights in Nov 2023

8/10 Good

Colleen

Stayed 3 nights in Nov 2023

6/10 Okay

Pamela

Stayed 6 nights in Nov 2023

6/10 Okay

Avinash

Stayed 1 night in Nov 2023

10/10 Excellent

John

Stayed 1 night in Nov 2023

4/10 Poor

Justin

Disliked: Cleanliness, staff & service
Things and stuff
Stayed 2 nights in Nov 2023

10/10 Excellent

Armando

Liked: Cleanliness, staff & service, property conditions & facilities
Good job
Stayed 1 night in Nov 2023

4/10 Poor

Theresa

Stayed 1 night in Nov 2023

8/10 Good

Phillip

Liked: Staff & service
could use a make over
Stayed 1 night in Nov 2023

2/10 Terrible

Kevin

Traveled with family
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities, room comfort
Disappointed
Checked in but never looked at the room. Got there after the family event at 11pm to find the room infested with lady bugs! Everywhere. Asked for a new room and it was granted. Walked into this room and it also had lady bugs in the bathroom and window ledge. However, the plaster ceiling in the bathroom was falling down and all over the floor. I decided to leave and just drive home, an hour away. Front desk staff were very embarrassed and accommodating however
Stayed 2 nights in Oct 2023

6/10 Okay

Verified traveler

Business traveler, Traveled with family
Liked: Staff & service
Holiday Inn Express Malvern
Toilet did not flush correctly. I had to adjust the inner workings of the tank. Stink bug flying around in the room. Several areas of uncleanliness on the walls in various parts of the room.
Stayed 2 nights in Oct 2023

10/10 Excellent

Kevin

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Oct 2023

4/10 Poor

Amanda

Traveled with family
Disliked: Cleanliness, amenities
Property felt dated and dirty. There was a wet towel hanging on the back of the bathroom door suggesting it hadn't been cleaned properly. The enamel in the bathtub was peeling. Would not stay here again.
Stayed 1 night in Oct 2023

2/10 Terrible

Gabriel

Disliked: Cleanliness, property conditions & facilities
Overall the property is extremly outdated. I had a box spring mattress, no closest, a standing shower with a handicap bench and barely a counter in the bathroom. Door had to be forced shut in order to close. We stayed a max 10 min before deciding to go up the street for the same price.
Stayed 2 nights in Oct 2023

6/10 Okay

Malgorzata

Stayed 1 night in Sep 2023

10/10 Excellent

Christine

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
had a nice stay. Managers and chefs were amazing. Didn't have towels the 2nd day so had to go looking for them. Also the parking lights were blinking - very distracting.
Stayed 2 nights in Sep 2023

6/10 Okay

Frederick

Liked: Cleanliness, staff & service
It was good for what we needed, which was a short overnight stay to attend a wedding. Our room was clean, but everything is outdated. Renovations are definitely needed.
Stayed 1 night in Sep 2023

10/10 Excellent

Robert

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Close enough to Villanova
Stayed 2 nights in Sep 2023

10/10 Excellent

Steven

Traveled with partner
Liked: Staff & service
The hotel was a little outdated and in need of some updates. It was not a bad place just didn't meet up with the standards of most hotels we've stayed in.
Stayed 1 night in Sep 2023

8/10 Good

Berge

Liked: Cleanliness
Stayed 1 night in Sep 2023

2/10 Terrible

deborah j

Business traveler
Disliked: Cleanliness, staff & service, property conditions & facilities
Be Prepared to Find Another Hotel
I went to check in late evening and no one at front desk. Waited over an hour and attempted to call the hotel, phone rang and rang no anser. There was no one to check me in
Stayed 4 nights in Sep 2023

10/10 Excellent

steve

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Home away from home!
As always this hotel doesn’t disappoint. Always friendly and the rooms are clean and neat. They also serve breakfast which is surprisingly tasty!! Keep up the great work!! 👍
Stayed 3 nights in Sep 2023

4/10 Poor

Mohan

Disliked: Cleanliness, staff & service, property conditions & facilities
Property is too old.. lacks modern features.. staff was not available or short staffed.. avg breakfast
Stayed 1 night in Sep 2023

8/10 Good

Wilson

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great stay with professional service!
Stay was as expected with no issues. The breakfast was good.
Stayed 1 night in Sep 2023

6/10 Okay

David

Disliked: Property conditions & facilities
Coffee maker did not work. Front desk person not present but he was sitting in a car in the parking lot. Garbage bag sitting in the hallway throughout our stay.
Stayed 1 night in Sep 2023

4/10 Poor

Joseph

Traveled with family
Disliked: Cleanliness, property conditions & facilities
Stayed 3 nights in Sep 2023

8/10 Good

Verified traveler

Traveled with family
Liked: Staff & service, room comfort
Great customer service - very friendly staff. Carpet and shower head showing their age. Recommend replacement for both. Very pleased with the body wash, shampoo and conditioner provided in the shower (that was a nice touch)
Needs replacement
Nice touch!
Stayed 2 nights in Sep 2023

10/10 Excellent

Juan

Stayed 1 night in Sep 2023

8/10 Good

Eugene

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Excellent price
Excellent price
Stayed 4 nights in Aug 2023

8/10 Good

Terra

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Sep 2023

2/10 Terrible

Monique

Traveled with family and small children, Traveled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
It took me 20 mins to check in and the front desk lady was so rude. I will never come back. Me and my family drove for hours and just wantef to get some rest.we stood at that front dest for 20 mins and it was very cold. The front dest lady gave me an attitude after i asked if she has a bell for the desk to let her know when guest comes..
Stayed 1 night in Sep 2023