Holiday Inn Express & Suites Kanab by IHG — Hotel in Kanab

Long review here

We stayed here 6 nights while enjoying the area! Let’s start with front desk staff was helpful and kind, location was perfect, and beds were comfy. The hotel is OLD there’s no doubt, and the house keeping staff sucks, there’s no doubt. However our rooms were clean upon entering (getting them clean during our stay was a chore). However they were on it if you needed new towels! So that was nice! Pool was chilly, hot tub was TO HOT. However we enjoyed the pool area everyday after hiking and soaking our feet in the hot hot hot tub, laundry was nice to have, however the dryer does not dry the clothes all the way in the 40 min time. Breakfast was always good if you got it, they close right at 9:30 no breakfast at 9:31 and lots of stuff ran out by 8:30 and they don’t restock they just say that’s it for today. So unfortunately if you sleep in like we did most days you get what’s left. They tell you at check in they have a problem with the keys staying active, we had one room that never needed new keys and one room that almost everyday needed new keys, so that was kind of a pain, I would say that needs to priority of getting fixed. we were with a pretty big group there were 8 of us, so having the breakfast room to eat take out together or play games in the evenings was a major plus. We would get our dinner to go and push some tables together it was great not having to eat on our beds in our room! They also had some board games there for use although we brought our own! The front area could use some cleaning however we hardly saw it as we parked out back. SHOWER had great hot water in the morning but showering in the evening you got luke warm water, it was that way everyday we were there (6 nights) there was always cold water in the lobby to drink, the coffee, hot water, tea and hot chocolate was left out from breakfast so some days that was a nice treat when we were back in from a hike to grab before heading to our rooms. You do hear lots of noise from up above and hallways but we were also there for spring break so there’s were lots of kids, however it’s seemed that during sleeping hours you didn’t have that problem just during they day! The ice maker always worked, the beds were comfortable, the location was FANTASTIC, lots of restaurants close by, brown box bakery was our FAVORITE lunch spot! over all this was your typical holiday inn just OLDER. They definitely have some improvements that could be made, but over all if and when I come back to the area this would definitely be somewhere I would consider staying again! The price point was great comparing it to a lot of places in the area such as Airbnb. We were traveling with kids in spring so having the indoor pool was a...

I will preface this by stating I have stayed at this HIE a couple of times in the past. Most recently before October 2023 was 2019 I believe. Bad days are had occasionally and time tends to change things, but this facility is having issues. Kanab is a happening place in high demand - I get it. But this facility is showing its age. Additionally I had less than stellar treatment from the front desk clerk at check in. Anyone ever have staff make light of your last name - make a joke of it? Happens ocasionally I suppose, but not by staff who are supposed to be there to serve you.

The HEI questionaires usually ask if your member status was acknoledged and if you were offered an amenity/points. No to both of these items as well. The entryway and hall down to the elevator was littered with leaves and small debris when I checked in (looked to be a hunk of nutty candy bar mashed into the tiles also), and the grooves in the elevator door track were filled with debris as well. Dirt happens - I get it. But the debris and candy bar remnant were present for a day and a half. The track in the elevator door remained dirty throughout our visit. The room and mattress are comfortable as always, and breakfast is the typical/predictable HIE standard. However the towels were frayed and there was a huge piece of frayed carpet in front of the dresser as well. In general I would care little about any of this on its own and would mention it only in passing - if ever. However the unprofessional front desk staff really , and I'm therefore outlining all of the issues I experienced. I'm able to overlook a lot - all I really care about is the cleanliness and comfort of the room. But like I said, this visit started off on an extremely poor note and I'm adding everything I expereinced that was sub-par. I can not - and will not - recommend this facility. It obviously needs some sprucing up and - at a minimum - a shake-up in staff. With VRBO and AirBNB options available, I'm thinking this may have been my last use of HIE in Kanab. Holiday Inn Express can and should do much better here, and visitors can do much better than this facility as well. Time for some housecleaning I think - both literally and figuatively. Let me know when you fix it, and I'll take...

Booked a room at this hotel over president's day weekend, specifically because they have an indoor pool that would be open in the winter. I booked directly on their site, not through any 3rd party.

I booked months in advance because I knew the holiday weekend, plus the hot air baloon festival would cause rooms to fill up and prices to soar as the date approached.

After sitting on my reservation for about a month, I got a call from the hotel telling me they've overbooked by about 50 rooms and they were cancelling my reservation.

They were unapologetic, they didn't care at all that they messed up big time, they didn't care that the only other indoor pool hotel with rooms available cost about $150 more since they sat on my reservation for a month before telling me they're cancelling, and they also still have not processed the refund for the one night advanced charge they billed to my CC.

They did the same thing to the other family in our group who had booked at the same time I did. They suggested we book at a different hotel with similar rates, but their suggested hotel doesn't have a pool which will be open in winter, so it was not apples to apples. Finding a hotel with the same amenities was a lot more expensive.

It's unacceptable that they have not even refunded me yet, and it's unacceptable that they don't care. Their mistake cost me about $150 not to mention a bunch of extra time and effort on my part. There was no apology, no acknowledgement of their mistake (they blamed 3rd party booking sites, even though I booked with them directly) and no attempt to make it right even though they literally cost me money. A free night's stay in the future would have gone a long way towards making this right, considering their mistake has cost me about the same amount as one night's stay. My group regularly books several rooms several times a year in southern Utah for recreation, this is going to make us avoid Kanab in general, and the Holiday Inn in...