We have stayed at this hotel previously and were pleased. However, this time we were disappointed. The room needed a good vacuum, particularly around the edges of the beds. The tub filled up ankle deep with water during a short shower and didn’t drain until we were out of the shower for a few minutes. In addition, the shower curtain had mould along the bottom. Won’t be back!!! :(
Stayed Sept 12-15. Was very disappointed to see the hotel management not following their own Covid guidelines. Signage making masks mandatory for staff and guests in public places. Management explained poorly worded signs, that they are only Recommended. Management also told parent company IHG, that all those not wearing masks have medical reasons. Beware, if you believe this could be a safer location. It is not.
Also rooms are not serviced due to Covid (understandable) but not explained during check in. Waited 3 days for garbage to be removed from my room. Never happened.
This was our last stay on our vacation, and unfortunately the very worst. The hotel looks moderately clean from the outside, but the inside revealed a much worse scenario. The signs on the door state mandatory masks while inside, but none of the guests were wearing them, the front desk staff were not, and all of the cleaning staff had them slid down around their necks. Incredibly unfriendly staff as well, walking around like zombies. The cleaners on our floor were coughing in the hallways and in guest rooms with no masks. The hallways were disgusting, stained and dated. I felt like we were in the basement of an industrial factory. The floor hadn't been vacuumed once in the 2 days we were there. Our room was dirty, and our fridge was full of rotten boston pizza leftovers.
Tried to use the vending machine, it was about 20 years old and half empty, with the floors garbage can overflowing with rotten garbage. We paid $355 for two nights, and this hotel is worth maybe $90 / night. I brought up my concerns to the front desk manager, and all they said was "Sorry". Even if there wasn't a pandemic, this hotel should be shut down for health concerns. Holiday Inn customer service contacted me and is refusing to do anything except apologize, barely.
Hi corym819,
Thank you for choosing our hotel for your West Kelowna travel. I appreciate your feedback about your stay.
We strive to provide exceptional service and uncompromised convenience. I'm sorry you experienced issues with the hotel's cleanliness, mainly with hallways, room, floor, fridge, and garbage cans. I also read your thoughts about our mask policy, staff service, and the vending machine. I can see these dampened your visit. Trust that I alerted our management about this so we can make the necessary changes to better our service.
We appreciate your feedback about your stay and looking forward to your next travel.
Many Thanks,
Rein D
Case Manager
IHGService
This hotel is very rundown and unfortunately very dirty. The staff were wonderful and friendly, however the actual hotel is a dive. My mother had booked this hotel online after seeing it was given 4 star reviews and Holiday Inns are usually a safe bet, but It was not what we had imagined, once we arrived.
The rooms were large, but had absolutely no sound barrier between the walls and hallways. I usually don’t mind or notice sound while staying in hotels, however it was a very loud stay.
The carpets had stains throughout the entire 4th floor hallway. Scuffs and stains all over the walls and doors as well. The actual hotel room also felt uncomfortably rundown. The bedding seemed to be clean, and the beds were comfortable. But the bathroom was honestly pretty gross, and the shower curtain needs to be changed ASAP.
I have stayed at other hotels and AIRBNBS in Kelowna that I would 100% recommend before recommending the Holiday Inn West Kelowna, especially while charging $200 something a night.
This hotel had major issues with cleanliness. The front desk staff were kind at check-in, but our room smelled like musty urine when entering. We shrugged it off as an old hotel, but the issues continued. I discovered a small pool of toothpaste - or what looked like the foam that falls from one's mouth when brushing their teeth - on the carpet and splattered on the bathroom walls. I washed it off, gagging, as we were in a hurry to meet someone. There were fingerprints on the fridge door handle and on the windows, which is unacceptable during covid-19. I should not be able to see fingerprints, including their patterns on any surface; janitorial staff should be wearing gloves during Covid-19, and if that's residual from another guest...even worse! We left for the afternoon and evening and arrived back late, when I noticed the bed had some hairs in it, the sheets were oddly wrinkled and my pillow smelled of fresh body odor. When I say "fresh", I mean it smelled like another guest's armpits after a triathlon :( You could hear some talking and banging throughout the night.
I mentioned some of my concerns at check-out and staff was very kind, offering me a $50 discount. She was lovely; however, I still paid $150 for what I believe was a risk to the safety of myself and my children during Covid-19, where you expect hotels to uphold cleanliness standards - even basic for crying out loud - during a pandemic.
