Holiday Inn Express Airport Calgary, an IHG Hotel

Spent one Wednesday night at this facility in mid-October 2023. The first complaint was the parking (or lack of it). The parking lot was extremely congested and it took several times around the parking lot to even find a spot.
Once in the room, there were spots on the bathroom floor that appeared to have been there for awhile. Tried to take a bath but couldn't find the tub stopper. It was later noticed on the floor under the vanity. There was long hair on the shower wall, which was the ultimate gross-out. Obviously, the "cleaning" crew could use a refresher. In addition, there was debris found under the coffee machine. Again, had obviously not been cleaned at all.
Having a pool, hot tub and water slide was definitely a perk, but the condition it was in was less than acceptable. The jets on the hot tub were so weak that the water barely circulated enough to get a ripple on the surface. The water was warm, but I was disappointed in the overall cleanliness of the entire facility. The water filters are not working properly and the whole area was slimy.
The lady in the breakfast room was helpful, polite, and very pleasant. She was the only staff member I saw who I would choose as an employee. The other staff didn't even come close.

Other hotels of a similar caliber offer a bit more upon check-in too. Having a properly stocked coffee bar in the lobby with actual coffee (and perhaps some hot chocolate for the kids) would be the bare minimum I would expect. Our selection was tea and nothing more. Having a $0.25 bottle of water provided would be standard procedure in most places - but not here. It will be a very long time before I ever frequent this hotel again...if at all.

My family were going to Calgary for a vacation. They made the online pictures look pretty nice and clean. When we got there it was HORRIBLE, it was nothing like the pictures. There was something in the floor it looked like mold, there was stains on the bed sheets and towels. When we wanted to go use the pool, it was disgusting. You could barely see the bottom of the floor, we thought It was also kind of yellow. After we finished swimming our sons went upstairs first and this employee was in there with them, when he got to his floor he pressed the highest one to take them on a ride. It took them around 10 minutes to get to their floor. Later after that, the same employee barged into the room without any warning and there were 2 ladies in there. The experience was HORRIBLE I would not recommend going here find someone where else if you want a nice holiday

I usually rate IHG hotels 4+, but I gave 2 star for this hotel based on the following reasons:
1. If I didn't screenshot my detail charges when I booked, I would pay $50+ more than I booked. I will explain it at the end
2. the sofa bed is not clean, doesn't seem sheets being changed. but queen beds are clean.
3. the breakfast variety is limited comparing to other IHG hotels.
The rest are typical and front desk staffs are friendly, not welcome to IHG member though.

Story of item 1 : I booked two suites a month ago, and IHG app shows $492.22 including $10 for one extra person charge.
When I checked in, I didn't pay attention to what I signed as I stayed for 100+ nights in Holiday inn, never had a price issue. Later in night, I found I had two reservations in IHG app and each $309, and found my credit card being charged $546 in pending state. So I checked with front desk, was told because I had two rooms so had two reservations, later morning checked with the manager for price increase, the manager insisted the increased portion was due to one extra person $30 charges(though not match the increase). my booked price didn't include the extra person charge, so I checked my email, and the email did just say the total estimated price plus tax $492.22, didn't give details, and when I clicked the link in email, it went to current charges for this reservation $309 for this room,(another room is not under different reservation number, and I don't have email for it because it was new added by hotel), confusing two $309 ended up with $546 in total, there was $30 extra person charge included in $309. At this time, I was stuck. Manager insisted unless I provided a screen shot which shows extra person charges, he would not correct the price. Luckily I took the screenshot of booking details including the extra person $10 and all other details included in $492.22 when I booked this hotel, finally the manager did his adjustment to $492.44 and mentioned he didn't try to charge more on me. ( I verbally agreed the $0.22 difference)
I don't appreciate the excuses he gave to me: because I booked two rooms, should book separately; extra person charges $30 (actually $10 when booked advance); So I left comments on IHG follow up, Hotel needs be honest, and advice to all guests to screenshot charge details when book a hotel, though over 99% IHG hotels I ever lived didn't have not such price issue.

Not too sure where to start!

The front desk clerks are not only so visibly miserable but also so very lost. For fifteen minutes they tried to convince us we were in the wrong hotel! Just as we were prepared to give up and try the other hotel another clerk overheard and found our booking. Ok… just a simple mistake… right? Next we hear them explain to someone that they don’t offer additional towels. The guest explained their room didn’t have towels to begin with. The clerk just shrugged. SHRUGGED. So then we head to our room. Where our key doesn’t work. Luckily we had two and the second worked. I really loved the room. Considering it’s just a hotel airport I didn’t care about a view. It was clean, it had what we needed(even towels). The pool should have a capacity and an adults only from 8-10 because when we went down just to enjoy a quick quiet moment we were met with a scary condition. SO many people just covered all corners. The hot tub was so full it made me grossed out. It was 9pm and there’s was kids screaming everywhere. We retreated quickly back to our room. In the morning we came down for check out and the lobby was disgusting from the breakfast rush. There were ants all over the coffee station.

I will say we loved the man who drove the shuttle to the airport. He’s great.

I requested a feather free room. They don't offer that.
Being that this a company thing in Calgary, nd we all needed to stay together, my sinuses at the end of the week were acting up so bad.
I spent my career living in hotels rooms. This is the first time I've ever heard of a hotel not offering a feather free pillow to a guest.
They also don't offer kettles in your room. I was told by the front desk to microwave my water. I used the Keurig machine instead.
The water from the tap is super clouding the water pressure is terrible. Its very weak.
They offer free breakfast. That is a perk anywhere you go. No one can complain about free food. It may not taste as good as your own hone cooked bacon and eggs, but its free. And the lady who works the restaurant made it all good. She is super nice. She cares, she's friendly. She won't let you do anything. I spilled a little coffee on the floor and she says, 'you're the guest. You don't do anything but eat, sleep, have a nice hot shower and relax. I got this'. She