Holiday Inn Express Spokane Airport by IHG

Great employee wasted I stayed at this location for a week, my coworkers and I would gather in the lobby to discuss next days to come and I would notice the front desk gal Marci is the reason that place is still in business. She has the charisma and professionalism that keeps you coming back again and again. I was highly disappointed to learn she had been passed over for management from other employees.

Do not stay while under renovations! We stayed at The Holiday Inn Express Spokane Airport the weekend of June 20-23 along with 28 other baseball families. This was a tournament designated hotel. We were concerned about the renos before staying so one of the parents called to confirm that the facilities would still be accessible (pool, gym, common areas), we were assured that the hotel was still completely functional during renovations. Upon arriving the hotel staff was pleasant, but the hotel renos seemed a lot more than advertised. Our first night night after a very long drive, some of the parents and children were socializing in the outdoor common area, only to have security (Richard) come out in a huff and demand (yell) that we all return to our rooms. Considering this was a tournament booking, socializing is to be expected as that is when the teams and families bond. This do not feel hospitable at all. There will multiple occasions where the front door and fire exits were closed or blocked with scaffolding. The elevator was super sketchy and included a sign on door to pull the door open manually if it gets stuck. I can't imagine this would be a suggested safe practice for adults, let alone 11-12 year olds. The 2nd elevator was completely shut down for duration of the stay. Common areas (lobby and areas out and round the facility were littered with construction debris), including a chop saw, boxcutter blade, extension cords and palettes of construction materials. These items should be in a secured area. The breakfast was subpar at best. The minimal selection was cold any many of the main staples that the Holiday Day Inn are known for were missing (Cinnamon buns, Waffle machine & Sausage Gravy). Hotel room was missing essentials such as body wash and hand soap, but this was rectified in a timely manner. I'm sure this facility will be lovely once the renovations are completed, but I do not recommend as of right now.

HORRIFIC EXPERIENCE, DISGUSTINGLY FILTHY, HORRIBLE CUSTOMER SERVICE - made my son very ill needing hospitalization We were booked into The Holiday Inn Spokane Airport by an event coordinator. Upon arrival we were utterly appalled by the condition of the hotel. It is under massive renovation / demolition. The hotel lobby and entire main floor is completely torn apart. They were actively working with paint spraying, cutting and sawing pieces of tile and wood, sand blasting throughout the main floor, blocking fire exits, garbage everywhere, dirt, dust, toxic smells etc. The breakfast area was littered with dust, dirt and piles of garbage swept up on the floor next to where you eat and in big bins filled with construction materials. The plates were dirty and the counter tops were filthy. Definitely not somewhere food should be served. The lobby was being sprayed with paint during the days while guests were coming and going through the main entrance exposed to the paint spray while workers wore masks and guest just got exposed. The entire hotel smelt like paint. The hallways had random toilets and sinks in them. The water fountains did not function. There was construction equipment littered in the hallways (extension cords, exacto blades open on the floor, saws, hammers, cement mixing tools) in areas hotel guests walked directly though to access stairs. One of two elevators was non functioning and the one that sometimes worked had a note on it saying “if elevator doesn’t work force doors open and it should work if not call 509-838-1170”. With the elevator rarely working we were forced to walk through the construction area with all the above mention stuff. Often we had to use the stairs which were also blocked off with plastic,tape and being painted and littered with construction tools. The fire exits were blocked with construction equipment and workers mixing cement or cutting pieces of tiles and / or sandblasting right in the doorway. If there were fire it wound not be possible to safely evacuate the hotel. This hotel should not be open. There is no way these meets any holiday inns standards. It’s absolutely disgraceful. We requested to speak to a manager multiple times on Friday and provided our cell phone numbers but were constantly told he was not available as he was in a meeting. When we followed up later in the day June 21 we were told he was gone for the weekend. No attempt to contact us was done despite our multiple efforts to have our concerns addressed and our cell phone number left with the staff multiple times. My son suddenly fell ill with shortness of breath and inability to breath adequately due to the exposure to the paint and dirt / dust within the hotel. We rushed him the the children’s hospital where he was admitted into The Sacred Heart Children’s Hospital in Spokane for treatment due to the exposure to all the dirt, dust, paint fumes which caused him inability to breath properly. I approached the front desk regarding these major concerns and requested compensation, to check out and help to find another hotel. They refused to do any of the above. They told me to leave their property as I was the problem and my credit card already charged before I had even checked out. I was absolutely disgusted by the way I was treated when I showed proof of the emergency visit. The ER doctor recommended we do not stay at that hotel due to the severity of my son’s condition. The hotel refused to help me find accommodations as they said because they were not sold out it was not their job to assist. My family and I, and my sick child were left to find our own hotel. The entire city of Spokane was sold out and we scrambled for hours to find a place to sleep. We were forced to drive to Coeur d’Alene which was 45 mins away from where we were and the children’s hospital. We are out of pocket for the hotel stay which we had to find after being advised to leave due to the hotel conditions and the original hotel (The Holiday Inn Spokane Airport) and they refused to help us find a place to stay or compensate us for this added cost. The Holiday Inn Spokane Airport refuses to be accountable for this cost despite them displacing my family due to their appalling conditions of their hotel which led to a serious medical emergency with my son which still has not resolved 5 days later and he is still undergoing extensive treatment by a medical team. The amount of undue stress this has caused my family is completely unacceptable. We have now missed days of work to take care of our son, had multiple visits to emergency room or urgent care, pharmacy’s, doctor calls, diagnostic imaging and extensive medical treatment with medication to help my son breath and it’s still ongoing. I am utterly appalled by this hotel and the lack of customer service or support. I have request multiple times to be in touch with the corporate head office and no one will facilitate this. The general manager of the holiday inn Spokane airport (Troy Marko) said he was no longer communicating regarding this and refuses to compensate our hotel stay we were forced to find in C’oeur D’Alene. Beware if this hotel and it’s horrific standards and appalling conditions.

DO NOT STAY! Cannot give lower than 1* or else I would I am writing in regards to my experience of my stay on June 21-23, 2024 at the Holiday Inn Express Airport. We booked thru the Tournament Event Connect, and at no point were told this hotel was under renovation. Now keep in mind, we travel roughly 100 nights a year, and many hotels are under renovation, but we have never encountered a hotel that is under renovation like this and still open to guests (much less youth/children). I will clearly outline my issues here: Upon checking in, the lobby was completely inaccessible and not safe for guests to be walking thru. At no point was there even signage indicating any of this. I had to ask the front desk behind plastic if they were open. The smell of paint in the hotel was so strong and it should have been deemed a health hazard. The front desk checked me into a room on floor 2. The elevator has signage on it that states to pry doors open or call a number if it will not open (what about the kids that do not have cell phones?) I decide to not take elevator with all my suitcases. I look for stairwell. Main floor hallways are filled with construction tools. Completely unsafe to maneuver thru. I finally ask a construction worker where the stairwell is- and he takes me to an unmarked doorway in the midst of construction. I go to go up the stairwell which is filled with old toilets, sinks, etc. I get to my room on the second floor. The door did not work. I come back downstairs. Get new keys. Get into the room. The paint smell is horrendous. I try to turn on the air conditioner or crack the window. The window does not open, the air conditioner does not work. I come back downstairs thru the chaos of construction. I ask front desk for new room- on 3rd or 4th floor as the smell is too much to handle on the 2nd floor. They tell me there is no other rooms available and that the construction and painting will be stopping and the paint smell is just getting aired out (it did not stop, and they in fact continued to paint even more on June 22.) At this point, I am beyond frustrated, but we are apparently mandated to stay at this hotel as it is a “Stay to Play tournament” or we risk forfeiting. I get another room on the 2nd floor, and call corporate to see what they can do. They put me thru to Troy who calls me in my room, and offers $80/night off with little to no apology of why this hotel would even be open at this point. I go to leave the room with my 12 year old son. My door does not lock. All my possessions are in the room and I have to leave the hotel to go to a baseball game. I notify front desk that my door does not lock, I am leaving, and my TV does not work. No apologies or even acknowledgement from the front desk. I get back from the game in the evening, hauling bags up stairwells filled with construction goods, and my door again does not work. Go back downstairs to get keys rekeyed. TV still does not work upon arrival in room. Next morning, the breakfast area is half under construction, not exactly meeting health standards for where food should be served. Construction workers fill the breakfast area eating the food, with no cutlery left, and most food items out. I notify front desk, again, with nothing being done about it...we leave and go eat breakfast elsewhere. Saturday day staff is where the real issues with customer service lie. Call the hotel to notify of issues while I am at baseball diamond, and girl at front desk responds with that it’s not her problem and actually hangs up on me. Upon reentering hotel, I am actually walking under painters and scaffolding to get into the main entrance- surprise- key does not work when I get to room, neither is TV fixed yet. Go back down, same story. The maintenance worker finally comes up to fix TV and he is the first lovely individual I have encountered in this hotel. Paint smell is utterly atrocious on 2nd floor. My son comes up from attempting to swim, to tell me the pool is closed due to someone pooping on the floor???? So no pool now either. The staircase is now taped off and shut down so the only exit is a half working elevator????? See picture. I go down around 6:45pm to lobby to pickup dinner being delivered for me and my son from McKenzie River. This is where the absolute atrocity of the stay actually starts- I am standing there waiting (3 other un related parties in the lobby at this time) and a member of the baseball team is trying to check out. The girl at the front desk starts yelling at her, and then slams the door to the office. A shuttle driver by the name of Richard comes in and tells everyone to pack their bags and get the hell out. I am waiting for food and just got kicked out of the hotel? He proceeds to yell and swear as an older lady and I just look at each other like what is going on here? What twilight zone are we in? I walked away, locked myself in my room for the remainder of the night out of fear of getting kicked out of a hotel in the middle of a night from a place I did not want to stay at in the first place (other than the Stay to Play requirement).

avoid the desk manager The woman I was told was the manager could not have cared less about my concerns I was expressing. She was rather rude and has no business being in management with horrible guest services skills. The other employees also looked appalled and embarrassed. The hotel will be great once the renovations are done, you can see it coming