Shilo Inn Suites Boise Airport

I’d happily return here. I needed a place near Boise for one night and found it through a loyalty program. I wasn’t looking for anything fancy, just somewhere to sleep, so I didn’t have high expectations. The hotel turned out to be lovely and very clean, with excellent service. I stay in a lot of hotels, and the staff here stood out: they were friendly, checked in about how the stay was going, and quickly handled requests. Thanks for that. The hot buffet breakfast was a nice extra, though nothing fancy. We were on the freeway side. The noise wasn’t bad, and earplugs were available if needed. The mountain view in the morning was pretty. I can’t say whether the airport-facing side has plane noise or a view, but I suspect it may be a little quieter. The freeway side worked just fine for us. If you want to stay near the airport or downtown Boise, I recommend this place.

The room was the last straw: there was hair in the bathroom, crumbs in the bed, and the linens were dirty and gross. The hallways were dark and smelled bad, and the place didn’t feel clean or safe. It looked nothing like the online photos. We checked in and almost immediately left to find another hotel. Staff weren’t helpful or understanding, and we lost the $300 we’d paid. We were in town for a birthday and a soccer tournament. After working all morning and driving, we were exhausted, then spent about three hours in the rain trying to sort things out and find a room at the last minute. We know same-day cancellations are listed as nonrefundable, but this wasn’t simply a change of mind. We genuinely didn’t feel comfortable or safe there. No effort was made to help or find a solution, and the area itself didn’t feel great, which added to our concern. We spent even more booking elsewhere at the last minute, but the cleanliness and peace of mind were worth it. This was an extremely disappointing start to our trip, and I wouldn’t recommend staying here.

We stayed here together, and Danielle at the front desk was fantastic. I think she was new, but she had great customer service skills, made us feel welcome, and gave us good ideas for things to do around town. We’ll definitely come back to see her pretty little face!

The breakfast was bad, and there were ants everywhere: in the bathroom, room, beds, and even the dining area. We weren’t impressed. We’d booked for a Monday night and I called three times during business hours to ask about a late checkout, since my husband and I had a government appointment. I finally got through on the last try. The person said he wouldn’t be working the next day, so I’d have to ask again in the morning, but he’d leave a note. On Tuesday the manager was at the desk and said no, everyone had to check out by 12, even though we had our dog with us and planned to leave him in the room kennel while we were away. There was also an unexplained $50 charge on our card. On April 20, seven days after our stay, I called and spoke with Tracy, the general manager. She said it was a deposit that would drop off in a few business days. I called again on May 1 and spoke with Tracy again. This time she said it was a pet fee, and that whoever I spoke to on April 20 had assumed it was the deposit without checking the account. I told her it had been her on that call, and that the fee hadn’t been disclosed on the booking website or at check-in or checkout. The place was disgusting, and $50 for one night felt ridiculous. She laughed and said she wasn’t going to explain it. I hadn’t sworn or yelled, but I kept asking for information and got no answer or resolution. She blamed the third-party website for being the only party required to disclose the fee, then laughed and refused to explain further. Her customer service was horrendous and unacceptable. If she hates the job, she shouldn’t be doing it. I filed a formal complaint with the company. My husband has now called several times over the weeks and can’t get anyone to answer. He finally spoke to Nic, who said he’d have to look into it again and call us back. It’s been about six weeks, and we’re still trying to resolve this.