Holiday Inn Richland on the River, an IHG Hotel

The hotel experience was fine. The rooms were very clean and staff were overall attentive, but left a little wanting in professionally initiating greetings and breakfast service. The best experience I had in any hotel in a long time, though, was with a bartender named Raquel! If you stay here - even if the bar looks quiet - I’d highly recommend visiting in the evening and seeing if she’s there! Raquel was the both most professional and most enjoyable staff I interacted with during my stay and modeled what ideal customer care and service should look like. (I travel full time for work, so I’ve seen quite a bit and can speak to this!) She paid close attention to my needs, checked in on me, and was just so genuinely kind. I hope the hotel recognizes how awesome it is to have such a professional staff as Raquel - and that you get to cross paths with her, too! Best part of my stay!

5 months ago

I’m staying here for work and didn’t get in until ~1am last night. Breakfast ends at 9am (which is slightly annoying because the vast majority of IHG hotels end breakfast at 9:30/10), so I set an alarm for 8:30am. Well, I forgot it was a 10 minute walk to get from my room to the lobby/ breakfast room.. yeah, the layout of this hotel is extremely inefficient. I think the architects were trying to be “quirky.” I arrive to breakfast at 8:58am. I awkwardly stood at the entrance thinking somebody was going to.. maybe greet me or something. Instead the two girls working kept glancing at me and quietly chatting. I eventually (8:59) walked over to them and asked about breakfast. One of the women (Raquel/Rackel) looked at me with her eyebrows raised and snapped “Breakfast ends at 9.” Then immediately turned her head and started doing something else. Ha.. talk about customer service. I’m not the type of person who would ever get upset about being told I’m too late for breakfast because it ends in a few minutes, but the way that she was immediately hostile is a terrible look for this hotel. It’s pretty simple, people who have zero customer service skills shouldn’t be working in customer service.

a month ago

We stayed here for two nights, and our experience was disappointing in several ways. Upon check-in, the front desk mentioned that breakfast was to the left, which led us to believe it was included. The following morning, we had breakfast and were surprised to receive a bill, as it was not complimentary. As a Platinum member, I found this especially surprising since we were on a cross-country trip and stayed at eight other Holiday Inn Express locations, all of which offered an identical breakfast at no extra cost. I had booked the same reward night hotel room option at every location, so the lack of transparency here was unexpected. It would have been helpful if the front desk had clarified that breakfast was not included. Additionally, the hotel was only about 20% occupied, yet all the guests were placed in close proximity. Given the thin walls and floors, we could hear our neighbors and the people above us throughout our stay. Spacing out guests more thoughtfully could have minimized this issue. Another frustration was the pet fee, which is charged nightly at this location, unlike other Holiday Inns where it typically applies per stay or every three nights. Despite the high fee, the pet waste dispensers were empty, which was disappointing. Overall, the experience fell short of the standard we’ve come to expect from Holiday Inn Express.

3 months ago

The one thing holding this back from 5 stars is the fact that they have the AC capped at 67 degrees. I like my room frigid at night, it's the only way I can sleep really well, and 67 degrees is crazy for a minimum. Most hotels go down to 60 degrees or lower. I've never been to one with such a high minimum. With that out of the way, the Internet is reasonably reliable. The beds are reasonably comfortable. Good lights and plug ins. The staff is very friendly and helpful.

5 months ago

I have stayed at this hotel on and off for over 6 months this year. The rooms are clean and the hotel is on a nice location close to the River walking trail and park. Service from staff, however, leaves something to be desired. The feeling you get is that they simply don’t care. It’s a take it as it is mentality. The other largest issue for me has been that breakfast is very infrequently served on time. It is scheduled for 6am, but you’ll be lucky to get it set before 6:15am. This may not seem like a big deal, but if you have to get to work early and are counting on it, forget it!

4 months ago

Absolutely superb friendly service. Room was extremely clean and we faced the riverfront and that was wonderful. Only slight downside was we had a room that had a door that joined with the one next to it. We could hear our neighbors TV which could have been that they had it overly loud. But otherwise fantastic experience and I would highly recommend especially a courtyard or river front view.

5 months ago

April was extremely helpful with changing some details of my reservations! And she was quick and efficient at it too! Above and beyond the assistance I expected. I'm looking forward to my upcoming stay! Also, I have been to the hotel before for two weekends and had a pleasant visit both times.

4 months ago

Room was leaking water in the bathroom. It smelled like mold. I talked to a gal named Coleen at the front desk, and was told sorry, new management just took over and there was nothing she could do. This is a joke. I have stayed in the past and it was super comfy and great rooms and customer service. I recommended this place to lots of friends and colleagues. Now I will have to tell them to not come here!

5 months ago