Holiday Inn Exp Stes Airport

The rest of the staff are good, and the hotel itself is fine. But on several visits, the receptionist I've seen in the afternoons, Ciana, I think, has acted as if she doesn't understand me. I end up explaining things to her as though she were five, and then she ignores me. It's happened repeatedly. I know many people don't speak English perfectly, but at a hotel near the airport she should have some communication and customer service skills, or at least try. I hope her manager talks with her about it.

There were some good things here: the fitness center was decently equipped, breakfast was free with some good choices, the coffee machine was wonderful, and the shuttle and location were nice. There were plenty of restaurants in walking distance, and the room cleaners and breakfast staff were kind and helpful. I wish the front desk team had been like them. Between my work and vacation, I've traveled a lot and usually get good service, but this was the worst property I've experienced. Staff or the systems in place were unhelpful or unresponsive, sometimes both. On the second night, the heating and AC motor in my room became loud, and my colleague had the same problem. An app measured it at 45 dB. I reported it the next morning and asked for a repair or a room change, then emailed later for an update and got no reply. In the afternoon, the front desk woman checked the computer and said my complaint had never been logged. She offered to move me to a suite, but when I went back to pack, the motor had gone quiet, so I stayed rather than deal with the move. Two days later the Wi-Fi stopped working. The front desk gave a colleague a number to call for some kind of special Wi-Fi access. The signal had also been weak throughout the property. In the second week, the only washer and dryer were available, but the washer broke halfway through my colleague's cycle. Fortunately, they arranged for him to finish his laundry at the Fairfield Inn next door. I'll be back in OKC for a few weeks of training over the next year or so, but I definitely won't stay here, and I'll tell my colleagues to book somewhere else.

I'm still at the hotel as I write this. The front desk service was great, and the sheets are incredibly soft, softer than ones I've had at luxury hotels. I'd recommend staying here.

The hotel was nice and clean, much like other Holiday Inn properties with IHG, and the breakfast was familiar. I was surprised it didn't start until 7am, since I think many travelers want to get on the road earlier. Neither my husband nor I could get the Wi-Fi to work, though we didn't ask the front desk for help. Extra bedding for the fold-out sofa had to be picked up at the desk, and I think bringing it to the room would be nicer service. It wasn't a big deal, though. Overall, a nice, clean place.