Holiday Inn Express & Suites Markham

Our family stayed here as part of a team trip expecting the quality and standards associated with the IHG brand, but this was one of the most disappointing hotel experiences we have had. The property was undergoing substantial undisclosed construction during our stay, which was not properly communicated prior to arrival. There was visible dust throughout guest areas, poor air quality concerns, unacceptable room filtration conditions, construction equipment left in common spaces, inadequate barriers around active work zones, and multiple legitimate safety concerns for families with children. The breakfast and common dining areas, which were especially important as we were traveling as a team, were heavily impacted by construction, dust, and visible equipment. Shared guest spaces were uncomfortable, disruptive, and far below reasonable hospitality expectations. Rooms and amenities did not reflect what was advertised, and the hotel environment felt poorly maintained given the level of active renovation. While the physical conditions alone were unacceptable, the post-stay customer service was equally frustrating. After raising serious health, safety, and environmental concerns, we spent weeks in an exhausting process involving over 28 emails with hotel management and IHG corporate. Compensation offered due to the severity of these failures was mishandled through internal administrative issues, and meaningful resolution was never properly delivered. This experience reflected failures in transparency, safety, customer service, and accountability. Guests deserve full disclosure when booking a property undergoing major construction, particularly when those conditions materially impact safety, cleanliness, amenities, and overall comfort. I sincerely hope future guests are given far greater transparency and safer accommodations than we experienced.

The room was comfortable with a great bed and good amenities, however the hotel is under extensive renovation with several floors being ripped apart. There was construction noise throughout the day and no ice machines available anywhere in the hotel. The breakfast was quite good with many hot options. I feel there are probably better hotels at this price point in the area.

This is my 3rd stay in the hotel. Previous stay was prior to Covid. I feel easiest way to sum up this hotel is that from what I overheard management talking loudly at the reception, the hotel is around 20 years old. It simply needs a refurb in order to stay in competition. The check in process was easy and friendly staff at reception. The rooms are looking dated and lighting needs to be brought to modern times. Pillows were really old and clearly never replaced for a number of years. Aircon was the same from when the hotel was built and needs to be mordernised. Most of all was despite requesting rooms to be serviced early in the morning before 9AM, the rooms were not serviced until 5PM or later and there seems to be a lack of urgency in this area. Breakfast options have not changed and ticks the boxes but small changes would be great to make it less boring for stays more than 2 nights. Pool users really need to dry themselves before using the lift as wet floors in the lift was a constant eye sore. Great location but I really hope the management are looking into commencing refurbishment to keep the standards high.