Holiday Inn Express & Suites Boise Airport by IHG — Hotel in Boise

We checked in and immediately noticed stains on both beds. The bathroom floor was sticky and clearly hadn’t been cleaned properly. Even the trash bin in the room hadn’t been emptied. Honestly, we might have tolerated these issues—until we discovered something much worse.|After lying on the bed for hours, I started noticing an unpleasant smell. I finally lifted the sheet and was horrified to find a large urine stain on the mattress. The stench was so strong it temporarily numbed my sense of smell. It was 1 a.m., and I had to shower again and wash my pants because my legs were itchy from lying on the bed.|We were given a new room, but that didn’t help much. The sheets in the second room also had stains or what looked like burn marks. On top of everything, we had to move all our belongings from one end of the hallway to the other in the middle of the night. We couldn’t get to sleep until after 3 a.m.|The next morning, we tried to speak with a manager, but were told he was "too busy." The front desk initially offered a refund for both nights. Then the manager suddenly came out of his office, insisted we’d only get one night refunded, and said that was all he was willing to do. He showed zero empathy, didn’t apologize, and told us flat-out that we could complain online if we wanted—“people do it all the time,” he said, before walking out to attend a meeting at another property.|We went back to the breakfast area before service ended, and found nearly no food left—no eggs, no potatoes, barely anything. Another guest told me that when he checked in, his room hadn’t even been cleaned from the previous occupant.|As someone who has been an IHG member for years, this is the first time I’ve ever had to complain about an IHG property. That alone should say something.|Given how this place operates, I doubt the urine-stained mattress will be replaced. I imagine the same sheets are washed along with soiled ones, with no care or hygiene standards.||Bottom line: If you don’t want to end up sleeping in someone else’s pee—or if you care about basic cleanliness and competent management—do yourself a favor and book a different hotel.||Follow-Up to the Manager’s Reply:
In his response to our review, the manager, Tim, did issue an apology—but still insisted that they did nothing wrong. He claimed we "threatened" him with a bad review, when in fact, it was his own words to us: “Go file an online complaint, people always do that.”|Tim mentioned that he compensated us with “25000 points,” but what he actually meant was just a refund in points for one night—and even that was never processed (to our knowledge, this also happened on other people, who never received their promised compensations). In the end, we received no compensation at all from the hotel. They never responded to us or provided any explanation as to why.|Tim also implied that we chose to stay a second night because “they did something right.” Really? It was 3 a.m. after a long day of driving, and we had an early event the next morning. What were we supposed to do—pack everything up and find another hotel in the middle of the night?|Tim mentioned that he treats every guest as if they were his own mother—but based on how we were treated, that’s either a troubling standard or an empty statement. If this is how he treats “family,” it speaks volumes about his idea of hospitality.|Tim concluded his reply with a sarcastic, “Wish you all the best no matter where you decide to stay in the future.” A perfect example of the kind of “sincere” apology and “fair” treatment we received.|Just more proof of the ongoing lack of accountability and professionalism at...

I have been a platinum elite member for years. I stay at IHG properties whenever I have a chance because I know what to expect. Unfortunately, I will never stay at this property again. I stayed here for 2 nights. Arrived after midnight the first night and left early the next morning. I did not get recognized as being a Rewards Club Member. The telephone in the room did not work, so i had to call the front desk to arrange for them to call my cel phone for a wake up call (they called 30 minutes late). After returning to the hotel for the second night, I noticed someone's dirty pool and bath towel hanging behind the bathroom door. That was so gross. When something that obvious is missed, you start to wonder whether the rest of the room was cleaned or not. I was too tired to move, so I went to the front desk to complain and get new (and hopefully clean) towels. The lady at the front desk did not apologize, she just complained that they have to deal with issues like that all the time, and that she does not have enough time, or the resources, to fix everything.

I realize that businesses are short staffed because of COVID and other issues, but if you are still going to charge full price (or points) for a stay at your hotel, it should be clean. This one was not. At checkout, I requested that my points be refunded for the stay because my room was not clean, but just as I expected, I never got a response.

The breakfast was really good, but typically I don't stay at a hotel because of the breakfast, I stay because I need a good nights sleep in a clean room.

I would not recommend to anyone to stay at this property again. I think it may be time to switch to another hotel chain...

We arrived at the hotel and went to our room. The first room we were assigned was absolutely disgusting. Hair on the floor and garbage. I went to sit on the bed and noticed puke down the side of the bed. Absolutely disgusting! Went to the front desk and the females response was “Oh, that’s interesting”. She gave us a new room and we immediately moved our suitcases, mind you this new room was still surprisingly quite dirty (I have never experienced this level of grossness from a Holiday Inn Express, they are our go to hotel) we decided to let it go and headed out for the rest of the day. When we came back to the hotel ready to relax, my boys noticed someone had left a dump in the toilet and there was unwashed blood on the pillowcases. Seriously!! I went to the front desk and the man went and searched multiple rooms for one that was remotely clean. He specifically mentioned the first one he checked wasn’t very clean, he finally found us a new room, it wasn’t very clean at all, but we dealt with it, it was better than the last too. We literally spent most of our time out and went to the hotel to sleep and shower. The manager did reimburse us one night, but I felt like it should have been two nights, I night for each room change. I have pics of all of this. The manager never once came to talk to us, not even at checkout. That was disappointing. Days later she left me a message saying she just got my message that we we wanted to talk to her. I would also like to mention, the front desks have stickers speaking to the cleanliness of the facility. This is definitely something they need to work on. Regarding the breakfast and food area, that...