Hotel 28 Boise Airport, an Ascend Collection Hotel — Hotel in Boise

Horrible Experience – Dishonesty and Zero Accountability

I booked two nights for my wife and 7-year-old son when our daughter-in-law went into labor late at night. They arrived at 3:30 AM, checked in, and within an hour, our son developed severe hives and rashes, vomited, and felt like he was going to pass out. My wife immediately checked out. The front desk attendant apologized profusely, refunded the second night, and admitted, “I’m not surprised; we use so many chemicals on our bedding.” He provided a receipt confirming the refund.

Later that day, I called to speak with a manager, as our son’s doctor needed a list of chemicals used. I also inquired about a refund for the first night, considering they were there for barely two hours. The person I spoke to was sympathetic, took my information, and said someone would call me back the next day—no one did.

I called again and spoke with Eric, who was introduced as a manager. He seemed empathetic and promised to provide the list of chemicals used. When I asked about the refund, he falsely claimed they couldn’t process it because I booked through Expedia (it was actually Hotels.com). He instructed me to have Hotels.com call them, stating management would approve the refund.

When Hotels.com reached out, Eric told them he needed to seek management approval for the second night’s refund—despite my wife already receiving a receipt confirming it. Suspicious, I checked my bank account and saw they had recharged us for the second night later that day.

I called Eric back, and suddenly, his story changed. Now, he claimed they only use one chemical—Ecolab 2.0—contradicting the front desk attendant’s earlier statement. When I pointed out the conflicting stories and pressed for the truth, he dismissed the attendant’s comment as dishonest.

When confronted about why the second-night refund was reversed, Eric deflected, saying, “Well, your wife and son used the room, and we couldn’t resell it.” I called him out, knowing the hotel wasn’t fully booked. He continued trying to justify their actions rather than address the clear dishonesty.

After this, my wife confirmed we still had the original refund receipt—meaning someone deliberately recharged us later. I called Eric again, and this time he said, “I talked to my manager, and she said not to speak with you. Have your wife call since her name is on the reservation.”

What could have been handled with integrity has turned into a disgraceful display of deception and evasion. This hotel not only mishandled a serious health situation but also reversed a confirmed refund and lied repeatedly. I was kind and patient, now this will be made public in several ways and I mean to hold them accountable. I will make sure others know about their appalling lack of honesty and accountability.

There are far better places in the valley, with real integrity and...

On my way through coming off the Columbia Gorge the snow ❄️⛓️🛞 got very heavy and travel slowed to a literal crawl on the road. As I was grinding up and down the mountains excruciatingly slow 🏔️ time passed and it got very late.

I was still about 114 miles from my destination and it was nearing midnight. Roads were socked-in with heavy snowfall and even trucks were parking on the side under the extreme conditions.

I wanted to push on being about 4 hours late ⏰ to my stop for the night. But roads were slick, and near impassable. Visibility was zilch.

Suddenly, I realized I better stop and so I took the exit just ahead of me. My thought was to stretch my legs and suss it out before taking on the last 100+ miles.

As I pulled off i84 I saw a gas stop, a restaurant and Hotel 28.

In the parking area the snow was coming down even more intensely. Travel was precarious and even life threatening. But under the lights of a lovely garden area Hotel 28 seemed magical. It was a beacon to my weary bones.

It soon became clear there was no way to go forward. No way to get back on a dangerous ⛔️ road.

It was late. Roads were blocked by heavy snowfall and I was exhausted.

Curious what to do I went inside to check on a room for the night. I’ve stayed at plenty of 5 Star Hotels. The 4Seasons and the Ritz. They treat everyone well but also a bit like a commodity.

Here I felt I had walked into a literal sanctuary from the storm. The night manager was the most hospitable I’ve ever encountered in all my worldly travels. Friendly, professional, personable and very caring. He understood the circumstances and wanted to accommodate me.

Because Hotel 28 took me in for the night I rested safe and well. The next day they were equally helpful as I checked the roads and waited for a bit to get back on my trail to continue my road trip.

I wish I had pictures for you but in this case I don’t. If I go again I’ll get some. The room was clean, fresh and the bedding was like a cloud. The service was impeccable and the hospitality bar none.

Can’t say when I’ve sleep better it was that great.

I’m so grateful this enchanting little roadside spot: Hotel 28 took me in and treated me well. It’s a part of the Choice Hotels chain but you wouldn’t know it with the boutique styling and personal approach to lodging.

Given the chance I would stay here again.

Thank you Hotel 28 for being my safe haven in a blustery storm. And double thanks to a kind and thoughtful night manager who took me in without notice or reservation. The day manager was also attentive to helping me check the roads headed back into the...

DISHONEST STAFF…. Management lies to your face continuously and they train their front desk employees to why as well !!!! i’ve stayed here before and the deposit was $25. I go to the hotel again to check in. I book online they again charge me $25. I decided to stay over and rebook the next day I go down there. It was supposed to be $25 that’s what I authorize and they added an additional hundred dollars hold onto my debit card, and then continuously lied to my face about a system when they went into the system to charge me a higher deposit and they don’t do it to everybody. It’s discrimination. The manager Tracy is very dishonest. She lies to your face. They make fun of guest, her and her assistant manager . AVOID AVOID AVOID!!! After I checked out of my room the manager Traci told me it’s probably not a good idea for me to come back! Wow after the first time I stayed I tipped everyone unitive maids over 30$ to be treated like this and discriminated against is outrageous! Then they continue to lie about the deposit saying it’s a system error that’s what the assistant manager was saying then the lady Debbie with the red hair the old lady at the desk starts to tell me that they’ve updated the system since the last time I stayed there and that’s what it authorizes now then they say that the manager authorized it so I’m very confused on how $100 is up in the air and nobody seems to know they’re only responses. It will be back on your card when you check out that is not the point the principal is if somebody authorizes a certain amount you cannot take more unless they are notified, not definitely not worth almost 300 a night (not a Boise resident) shouldn’t be getting anywhere close to the local deposit ! AVOID TERRIBLE SERVICE ASSISTANT MANAGER IS VERY NOSEY! He’s constantly judging people and listening to conversations he also walks the parking lot looking into peoples cars it’s a ok hotel but the staff makes it a...