Holiday Inn Express & Suites Kelowna - East By Ihg

This hotel offers a modern and comfortable stay, distinguished by its newness and cleanliness and an excellent breakfast that consistently receives high praise. Its spacious rooms and comfortable beds contribute to a restful experience, while the friendly staff are often highlighted for their helpfulness. The convenient location near shopping and dining makes it an appealing choice. This hotel is particularly well-suited for families due to its ample room space and amenities like the pool, and for business travelers seeking a clean, efficient base. Value-conscious travelers also appreciate the included breakfast and free parking. For sightseers, its accessibility to various points of interest is a significant advantage. To enhance your stay, consider requesting a room away from the highway for a quieter experience, and be aware that while earplugs are provided, some guests report persistent noise.

Facilities & Amenities
Guests frequently commend the hotel's array of facilities, which include a pool, hot tub, and fitness center. The pool and hot tub are popular, especially with families, though some guests have reported concerns about excessively high chlorine levels and strong chemical odors, occasionally leading to eye irritation or skin reactions. The fitness center is generally described as well-equipped and clean, providing a convenient option for exercise. The hotel offers free Wi-Fi, which guests find easy to access and reliable. For longer stays, the on-site laundry facilities are a welcome convenience. However, the EV charging system has received mixed feedback, with some guests finding the third-party app obscure and the service unreliable, necessitating off-site charging.

Cleanliness & Room Comfort
The hotel consistently receives high marks for its cleanliness, with many guests describing rooms and common areas as spotless and well-maintained, often noting the fresh air quality. Rooms are generally found to be spacious and feature modern decor, contributing to a pleasant atmosphere. Guests frequently praise the comfortable beds and quality linens, ensuring a restful sleep, with both soft and firm pillows available. In-room amenities like the coffee maker and blackout blinds are appreciated. A notable feature is the sliding door separating the entrance from the sleeping area, which many find effective in reducing hallway noise. However, noise levels remain a significant concern for some, particularly from the adjacent highway, other guest rooms, or even a generator, despite the provision of earplugs. Some minor issues like inconsistent shower water pressure or unrefilled toiletries have been noted.

Dining & Food Quality
The breakfast service is a standout feature, consistently described as excellent, amazing, and fantastic by most guests. The variety of options is highly praised, including a selection of hot items such as eggs, bacon, sausages, hash browns, and pancakes, alongside bakery items, fruit, and yogurt. The breakfast staff receive exceptional commendation for their friendliness, attentiveness, and efficiency in keeping items well-stocked and fresh, even during busy periods. While the food quality is generally good, some guests have noted minor issues like dry scrambled eggs or mediocre bread. A recurring point of feedback, however, is the use of paper plates and plastic cutlery, which some guests feel detracts from the overall dining experience and contradicts perceived sustainability efforts.

Location & Accessibility
The hotel's central location is a major advantage, offering easy access to the highway and placing guests conveniently near a variety of restaurants and shopping options, including a large retail store and a major warehouse club within walking distance or a short drive. Its proximity to the airport and local universities makes it a practical choice for many travelers. While generally well-situated for exploring the area, some guests note it's a bit further from the downtown core or the lake. Free parking is available and generally ample, but a frequent complaint revolves around the small parking spots, which many find congested and difficult to maneuver, occasionally leading to minor vehicle damage. Some guests also express concerns about the perceived lack of security in the parking area.

Staff & Service
The staff at this hotel generally receive praise for being friendly, helpful, and professional, with many guests highlighting their positive interactions from the front desk to the breakfast area. The check-in process is often described as efficient. However, feedback on customer service is mixed, with several guests reporting significant issues. Some experienced unaccommodating responses to requests for early check-in or late check-out, citing poor communication and rigid policies. There are also notable complaints regarding housekeeping practices, specifically concerning hygiene (e.g., using the same gloves for waste and clean items) and failure to replenish in-room amenities. A few severe instances of rude, condescending, or even aggressive staff behavior have been reported, particularly when addressing guest concerns or complaints, leading to highly negative experiences for some.

Additional Information
This hotel, approximately six years old, is frequently noted for its new and modern appearance, often exceeding expectations for its brand. Guests appreciate the pet-friendly policy, though finding suitable outdoor areas for pets can be a challenge. While the hotel aims for sustainability efforts with biodegradable utensils and recycling bins, the widespread use of paper plates and plastic cups at breakfast is seen as contradictory. Some guests have reported issues with the HVAC system, describing inconsistent temperature regulation or excessive noise. There have also been concerns regarding fire alarm procedures, with guests noting a lack of clear guidance during false alarms. The hotel's damage deposit policy is a point of contention for some, and a few groups have felt discouraged from socializing in common areas. Additionally, isolated incidents of issues with prepayment systems and unaccommodating check-in policies have been reported.