Holiday Inn Express Hotel & Suites Edmonton South by IHG

The breakfast was good, and the hotel’s location felt safe and made it easy to get around. Our room had a few small issues, though nothing that got in the way of the trip. I liked having a mirror outside the washroom for quick outfit checks, and the place was clean and well set up. The receptionist who checked us in was polite and accommodating. I wish I’d remembered their name. I’d consider staying here again.

We couldn’t check in because the hotel doesn’t accept tap credit card payments at check-in. That restriction wasn’t mentioned when we booked, and I’d expect payment rules to be made clear in advance, especially under a major brand. Late in the evening we had to take an Uber about 15 minutes to another IHG property, adding cost and hassle that could have been avoided. Trying to sort it out afterward was frustrating too. I spent more than two hours on the phone with IHG customer service, got disconnected three times, and was eventually hung up on when I asked for further escalation. I understand individual hotels may have their own policies, but booking under a well-known banner comes with an expectation of consistency and clear communication. A very disappointing experience.

The food service was great and we had a pleasant stay. The sofa bed wasn’t level, though. The three of us shared the king bed the first night, then put the sofa bed mattress on the floor the second night. Even the maintenance guy couldn’t get the sofa bed level.

The only bright spots were the attentive, pleasant front desk guy, who recommended a great Korean restaurant, and smiling, helpful Macha (sp?) in the breakfast room. Kudos to them. Otherwise, this stay was a disaster. The hotel was full of kids at a sports tournament, so the pool and hot tub were packed whenever they weren’t closed for cleaning. Breakfast was loud and overrun, and the halls were noisy. Our room was drab and poorly lit, the HVAC made a racket and kept changing temperature, and we spent nights adjusting the thermostat and A/C. There wasn’t hot water for showers until the morning we checked out, when the kids checked out too. I understand hotels host large groups, but letting the chaos take over made it hard for paying guests to be comfortable.