Holiday Inn Vancouver-Centre Broadway, an IHG Hotel

I have stayed in this hotel three times, and each time there has been an issue. I'm obviously dumb and should of know better.....

My Employer's travel department booked this hotel three weeks ago for myself, and for my family to stay at during my hospital visit at St Paul's Hospital.

The room was booked to have a Queen bed and one Double bed.

Then the hotel staff called the travel agent that booked my stay at 5:00 PM the day before I was scheduled to check in, and changed my reservation to a "Wheelchair Accessible room" lol -picture attached, with a King Bed and Rollaway bed for my daughter which I wasn't happy with but agreed as I didn't want the stress to deal with it.

Today I checked into the hotel and found the room totally inaccessible for any wheelchair and completely lied to the booking agent about what the room had for beds.
Not only was it not accessible but it had a "Twin bed", with a rollaway bed squeezed into the room making it even more unaccessible. It was such a tight fit, the roll away had to be right up against the twin bed.

I know this doesn't sound like a big deal, but when you are in a wheelchair and have the stress of getting medical procedure done you need a proper room, A room that is big enough to get around with the right bed for comfort or just dont sell the room as accessible and be honest of what the room has for beds.

After a very lengthy and heated discussion of 1.5 hours long with the front desk team member and the "On Duty" Manager, they still didn't want to do anything to make it right for my booked two night stay. The "On Duty Manager" talked like a "Politician" , a lot of talking/apologizing and not coming up with a solution for my entire stay at all.

Bottom line, I highly recommend that you do not stay at this hotel unless you truly have no other choices.
If you do end up booking with them, get a written confirmation on what you room has for beds and the room layout, and hold them to that.

I do understand mistakes do happen as we are human, but the way it was dealt with was brutal.

Lesson learned for myself, I will never stay at another "Holiday Inn" ever again after all the stress i have gone through with this stay.
Obviously this is how they do business, and I won't support them for that.

We're charged $157.50 CAD deep cleaning fee. I called and was told that there were hair dye stains on the bathroom wall that require paint and deep cleaning. However, there was no coloring product used in the bathroom during our stay. We definitely did not see any stains in the bathroom. When I called find out more about the charge, staff answered the call were very unhelpful.

We definitely got charged for an issue that was not caused by us.

Edit: Mr. Huang, if you're going to make false accusations like that, at least provide evidence/proof. Your staff on the phone stated it was on the wall paper. We did NOT bring anything that would have caused stains anywhere. Very disappointed.