avid hotel Oklahoma City Airport by IHG — Hotel in Oklahoma City

I have stayed here 3 times since August. The first 2 times were awesome and my daughter and I decided that this was our new favorite hotel when we were in town. Last Saturday was a disaster. We came to check in at 3:30 and was told that we were going to be in a room that met my preference expectations. Unfortunately, she had read it incorrectly and thought that I wanted a room far away from the elevator. I told her in my preferences it said I needed close to the elevator. She said, "oh well it isn't that far and there aren't many clean rooms on the 3rd or 4th floor and you requested a high floor." I told her that any floor besides the first floor was fine and we took the room card and went up to the assigned room. It was as far from the elevator as you could get so I was a little annoyed by that but not a huge issue. We enter the room and it hadn't been cleaned. The beds weren't made and there were towels in the floor. We returned to the front desk and she apologizes, offers us a snack or drink for our trouble and then tells me the only other room that she has cleaned that was available on a high floor was far away from the elevator again. I tell her that is fine as we were already running late at this point to meet our family for dinner. So back up we go to another room that is as far from the elevator as possible which she warned me about so it was fine. Later that evening around midnight, I go to lock up to go to sleep and the deadbolt wouldn't lock which made me uncomfortable but I wasn't about to switch rooms again and didn't think it would be a big deal as we used the other lock. Around 3 a.m. I was awoken by a loud bang. I jumped up and turned the light on in a panic because I didn't know if it was gunshot, if someone was pounding on our door, I had no idea because I had been in a deep sleep and at this point I am panicking because my daughter is in the room asleep. I discover that it was the wood panel that hides the wires under the table in between the beds that had fallen and caused the loud noise. I have severe anxiety so I was up for several hours before I could fall back to sleep. Please contact me to make this right. As we were leaving, nobody was at the desk so I was unable to speak to anyone...

Unfortunately, my experience at your property was extremely disappointing due to both poor customer service and an excessive cleaning fee of $250—more than the cost of my entire 3-night stay, which totaled approximately $212.07 ($70.69 per night).

On the first night of my stay, I became unexpectedly ill around 12:30 a.m. and vomited near the bed. When I attempted to contact the front desk for assistance:

The landline phone in the room was not working—there was no dial tone, and pressing the front desk button produced no response. While I was attempting to call the front desk on my cell phone, a staff member came to the door. He was an older man who appeared to have a health condition (possibly COPD), and his attitude was dismissive and unhelpful. After explaining the situation, instead of offering meaningful help, he asked if I had cleaned up the mess myself and whether any vomit was on the bedding. His only suggestion was to bring me a mop. I requested to switch rooms, which he agreed to do, but he did not mention any cleaning fee at the time—much less one that would exceed $250. On the morning of my departure, I needed the 5 a.m. airport shuttle. The same staff member drove the shuttle but offered no greeting, acknowledgment, or concern for my well-being. His attitude remained cold and impersonal.

To make matters worse, the front desk staff throughout my stay were consistently unfriendly, and their presentation was concerningly unprofessional.

I researched hotel policies regarding cleaning fees due to illness, and while I understand that additional fees may apply, there is usually transparency and reasonable discretion in how they are applied. In this case, a $250 charge for a single incident, with no warning or documentation, feels excessive and unfair—especially when it equals or exceeds the cost of the entire booking.

I am therefore requesting a refund of $200 to account for the unreasonable cleaning charge and the poor service received during my stay. I hope you will take this opportunity to make things right and to revisit your policies and staff training for the benefit of...

My teen daughter and I flew into town with the storms. Because of the precarious weather, our flight was delayed. I called the hotel ahead of time to let them know that we'd be very late and we were able to finally check in around 1AM without any late check-in fees. Check-in was very quick. Before you knew it, we were in our rooms for some much needed rest. The room, bed, and bathroom were all very clean. No evidence of any little critters. We had 2 queen beds. Each bed had 2 firm pillows and 2 soft pillows, each cutely labeled on the pillowcases. The mattresses were that mix of soft and firm. While it was comfortable and very adequate, I still kept waking up every 90 minutes or so to reposition. Maybe this was just due to it not being my own bed. The rooms were quiet and even though we were near the elevators, we never heard a peep from anyone. Our bathrooms were nice, clean, and efficient. Water was quickly warm and water pressure was adequate. The hotel offers use of Dove shampoo, Dove conditioner, and Dove body wash, all in a wall-mounted dispenser. (After trying them, I'm switching to Dove!) The towels (and linenes) were clean, bright white, and soft without any noxious perfumey smells attached. Toilet-paper was unfortunately the half-ply (haha) that hotels tend to supply for obvious reasons. The hotel room also comes with the standard issue hair-dryer as well as a mini-fridge, iron, and ironing board. The TV is adequate and you can easily watch your streaming services which are cast from your phone to the TV. Internet was quick and efficient. Breakfast was adequate. Mini-concession area was also adequate. The staff were helpful and courteous and the facility was clean with a well-lit parking lot. My daughter really enjoyed the exercise equipment. Overall, this was a wonderful stay in one of our favorite cities. We will definitely be coming back to...