HOLIDAY INN EXPRESS

During my stay, the breakfast area was under renovation, so breakfast was served in the hallway, surrounded by dust and construction debris. I found this quite unhygienic and not up to the standard l'd expect. It would have been better if the hotel had simply informed guests in advance that breakfast wasn't available during the renovation, rather than charging for it as usual. On top of that, one night I needed boiling water, which the hotel didn't have available.Instead of the staff handling it, l was told to go to the back room myself, grab a few bottles of water, pour them into the hot water dispenser (which was empty) and then wait in the lobby until it boiled before taking it. To make things worse, the front desk staff were consistently rude and unhelpful throughout my stay, which made an already frustrating situation even more unpleasant. The noise from the water pipes was disturbing for my family - both when we used the water ourselves and when neighboring rooms used theirs.

Horrible night time staff. My husband and I drove from 10am till 1am travelling and sightseeing the mountains with a booked reservation for this hotel. We stayed it would be a late arrival. Upon arrival at 2am the front desk staff immediately welcomed me with sheer sass and an unwelcoming tone, assuming I was a walk-in. We were not, we were the last arrival for them staff working: easy peasy! You would assume. The clerk refused to understand that I had limited funds on my credit card available for the room and tax, and a huge language barrier took place when explaining our situation from staying in another hotel the night prior. She said that “you have not money” as my visa debit was declined - I offered to transfer money to my credit card to pay for the total deposit and room and taxes and the clerk continued to say my card was declined, I showed her my statement and it was not, $100 still remains on hold from this hotel and they claim it’s not being held yet I can’t access my funds. The hotel declined to check us in and police were called as the incident escalated between the horrible front desk staff telling my husband and I we were essentially poor, we even explained the situation to the cop and the clerk again. At this point she was not offering any help, we were sleep deprived and turned away from the hotel - in a sold out city. We found a room late down the road in Kelowna with no issues checking in. I will never return to HOLIDAY Inn and this employee should be terminated for such horrible and judgmental customer service. Were were traveling back from Edmonton following a medical emergency surgery for our daughter. Shame shame shame on you holiday inn!

Although we like IHG hotels, this one missed the mark. The pool area was disgusting. It was dirty, water was murky, bandaids and toilet paper on the floor, big chunks of black hair in the pool. Hot pool wasnt even hot. When addressed to front desk they didn't seem to care and pushed us off. Although the breakfast area was under construction we did not see anyone maintaining it, and some of the food wasn't replenished. The renovated rooms were great. Did the survey......but still have not heard back..........seems they just don't care