Holiday Inn Express & Suites Kelowna – East
1620 Powick Rd, Kelowna, BC V1X 7G5, CanadaAbout Holiday Inn Express & Suites Kelowna – East
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A recently built and well maintained hotel in Kelowna. Staff are pleasant and helpful. Perhaps the best 3 star stop-over I’ve had in a long time. Rooms are spacious and modest in layout. Small conference rooms and guest laundry an added plus if your working on the road. A business travellers hotel, it also works well for small families. Beds are in good condition and the AC worked well. The only issue I noticed was that the floors are a bit thin and transfer sound, so you can hear people above you if they move around a lot in their room. If you’re passing through and need a place to stay the Holiday Inn Express is a good option.
I HAD A VERY TERRIBLE EXPERIENCE My family and I were treated very poorly by the customer service representatives over the long weekend! (3 nights) We had just returned to our room in the afternoon on our second day in the hotel and noticed no housekeeping was done. My mother had contacted the front desk to ask if someone could come up to do it now as there was no toiletries in the washroom and the garbage was not taken out. The lady at the front desk told my mother that there is no housekeeping staff and that she would come up to our room to pick up the garbage and give us the toiletries. There was no do not disturb sign on our door and we did not speak with any housekeeping staff in regards to our room before leaving in the morning. The lady also accused us of not remembering if we did tell housekeeping staff to skip cleaning our room. My mom did ask her to at least provide us with what we want now. After one hour of waiting, I went downstairs to ask if somebody was still coming up. The lady at reception got defensive and said right away that she is the only one in the hotel and could not do anything for us and is "not allowed" to move from her spot. She assumed she spoke to me over the phone and right away said that nobody said they would come up to get the garbage. They also said we should grab toiletries at the reception desk but they will not be dropped at our rooms (also not informed to us over the phone). I had to clarify that I was not the one she spoke with over the phone and that she is saying something entirely different than what we were told earlier. She continued to make an extremely rude and unprofessional remark that she "questioned if we heard the housekeeping staff correctly when they were cleaning the rooms and told them not to come into ours." This is a terribly inappropriate comment to make when, we as customers, are reaching out to access the hotel services and rather than apologizing or helping the staff proceeds to speculate and point fingers at their guests. I had asked my mom to come and speak with a manager immediately as she was the one whose name the room was booked under. There was no manger available at that time and both receptionists made another rude comment. They told my mom that she wasn't understanding them and there was a communication gap on her end!! My mom asked if something goes wrong what does the staff do, to which the staff responded they call the cops. Very rude front staff that are treating guests with awful customer service. My dad had also called the reception about some plumbing issues we had in the bathroom and asked if someone could come upstairs to our room to check. He was told by the front staff that "no one can come check your room, even if the bathroom floods" and that he needs to "lower his voice and not speak rudely to the staff." Staff from the front reception did come to our room shortly and said she didn't see any plumbing or flooding issues (without entering the bathroom). When we said once again we would like to speak to a manager or someone else in charge regarding this issue, she said the calls will go to reception first and a message can be left on their phone. When asked for their names, both staff said they can not reveal their names. My family has left a message for the customer service manager and the general manager, hoping this issue gets resolved urgently. We have not received a call from them yet. My family and I have stayed at hotels all over North America and have never been treated in such a terrible manner. Would not recommend this as your next hotel stay!!!
OMG, worst experience: I have been travelling for over 28 years around the world, worst experience ever received from front desk/hotel staff. I was surprised to receive such treatment. This was not the first time, I stayed at IHG hotel, but this experience ended my desire to even come to such place, or even stay at any Holiday Inn property across Canada. Even they offer you a free stay just run away for your self respect. I am women of color and got the worst treatment from other women of color. The last point self-serve Breakfast was good and one person (Gentleman) kept checking with people if they needed more before they closed for the day. that was great welcome attitude coming from 1 staff member. if he was an employee, he should move to other employers, probably this place will soon, rob you off, your excellent customer service. You should own this place and make every one on the staff like you.
Very new hotel, clean and very friendly staff. Beds very comfortable and had a good rest. Noise insulation is not the best so you can hear your neighbours. Prices are inline with other similar hotels but still high.
Building and room is very clean, feels brand new. Room was also very big, plenty of space for all your luggage. Lots of parking outside. Breakfast was also okay, cold and hot options but a bit basic. The breakfast staff was very friendly and helpful, big shout-out to them! Location is also good, lots of places within walking distance. The bathroom door made an awful sound everytime we tried to close it. The bed was also very screechy.