We have tried contacting the hotel directly and the HIE head office regarding our stay in the Kamloops Holiday Inn Express 5 days ago. To date, we have not received a response.
We stayed for one night July 22-23rd and selected the hotel because of the positive experiences we had with the chain in other cities. However, this location was a complete disappointment. The first issue we encountered was with the carpet in our room. It was very damp/wet in some areas, to the point where we had to wear our shoes as our socks were soaked through. We assumed that because it was a pet friendly room, that the carpets had been steam cleaned after the previous guest.
The bigger issue was with what we found crawling in the bed and floor the next morning. My partner woke up and screamed that there was a bug crawling on her and flicked it out of her hair. We then found a different type of bug crawling on the floor next to the bed and another one, again a different type near the bathroom. When I spoke to the front desk clerk and showed him the pictures of the bugs, I was simply told to email the general manager directly. No apology, no offer to credit our stay, no attempt to repair the customer experience.
To say I am disappointed in the lack of customer service and cleanliness in the hotel would be a significant understatement. There are a lot of hotel choices in Kamloops, we will certainly be making a different choice on our next trip through.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Response from IHG Service, Owner at Holiday Inn Express - Kamloops
Responded 3 weeks ago
Hi SMolly72, Thank you for writing to us about your experience and for your continued patronage. Our team strives to provide a simple yet rewarding stay. I reviewed your comments and was surprised by what you described. I’m sorry for the issues you had with the wet carpet, front desk and the lack of communication among others. I understand your disappointment. I assure you that these are isolated incidents and that they don't reflect what we consider as great quality of service. I forwarded your comments to our management and they are taking the proper steps to prevent this from happening again. I sent you a private message so we can discuss your stay. I invite you to visit us on your next travel journey. Oscar C. Case Manager IHGService
This response is the subjective opinion of the management representative and not of TripAdvisor LLC