Holiday Inn Express Grande Prairie, an IHG Hotel

I arrived at the hotel close to 11 p.m. on Monday, November 3rd, the day of my check-in.

I saw her outside, carrying a large cart with luggage, and our eyes met. She (indian descent) looked at me, and then I saw her suddenly go into the room? behind the front desk.

When I approached the front desk, the female staff member (indian descent) was not at front desk. I thought she went to washroom or somewhere.
Even though I pressed the bell several times, she did not return.

About ten minutes later, two female employees who appeared to be starting their night shift arrived, and then did the first staff member (indian descent) come out. She did not greet me, had a stern expression, and assisted me with the check-in in a very unfriendly manner.

When I asked a few questions, she didn’t respond, and when she requested my ID, she looked expressionless and somewhat irritated.
The room I was assigned had two beds, so I asked if there was a room with one large bed instead. Without even checking the computer, she simply said there wasn’t.

However, one of the two night-shift employees, named "Jenny", was extremely kind and professional.
She smiled warmly, answered all of my questions, helped me sign up for the Holiday Inn membership, and even checked the computer to see if a single-bed room was available. Her positive attitude and willingness to assist guests made a great impression, and I would like to commend her excellent customer service.

Although my first interaction left me feeling disappointed, Jenny’s friendliness and professionalism improved my experience significantly.

I stayed at the hotel for six nights and saw the first front desk staff member (indian descent) several more times. Each time, she was sitting at the desk without greeting guests and appeared uninterested or dissatisfied.
In contrast, the other front desk employees I met were smiling, polite, and friendly.

I have stayed at many hotels before, but this was the first time I encountered a front desk staff member who appeared so unprofessional and disengaged. I believe she would benefit from additional training in customer service and hospitality.

I am a ems employee with AHS. I understand that our AHS staff always stay at the Holiday Inn Express when attending training in the North region. I am planning to contact the relevant AHS department to recommend looking into alternative hotel options.

Thank you.

We arrived and asked when breakfast was and found out it is catered in hot. She told us 530 am it starts. We had to go to the airport at 5 so we decided to get breakfast at timmies but when we came down in the morning at 5 am breakfast was already there and no people were setting it up so it was there ready for a while. Accurate information would be nice. Breakfast was mediocre at best. The beds were soft but ok. The bathroom had specs of dirt on toilet paper and the counter had water puddles . The sink had hair so I cleaned the bathroom myself. The state of the building is old and the elevator creeks and made us nervous. Not impressed I don't think it's up to holiday in standards so we will stay elsewhere next time as the price is pretty high for what you get.

When I checked in the king suite I booked was not available and had to settle for a lesser room for the same money. Not pleased