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

The staff were wonderful. The manager is a thief and a bully. Will never stay there again. My stay was paid for with Holiday Inn points. She charged my credit card for the stay. The oddest thing was there were probably 10 plus and minus charges on my card, but those eventually all came off, except the final amount. I called the place three times, and the manager was not on duty. I went there personally as I was going by from another trip, and the manager was still not there. I was told I would have to take it up with IHG Rewards. I called and after a half hour wait, got a nice girl in the Caribbean, who was powerless to get resolution. After my second trip to the hotel to talk to the manager, I finally get a phone call from her, and she tells me that she will do NOTHING for me, as her paperwork doesn't show my stay paid for with points. I HAVE THE EMAILS THAT SHOW THE WHOLE THING!!!! I even forwarded them to her!!! I can also show it on my IHG STATEMENT!!! She kept talking over the top of me as I tried to explain all of this, and she kept getting louder, so I kept getting louder. She hung up on me. I called IHG Rewards a SECOND time, waited on hold for 49 minutes this time, and the second person tried to talk to this manager, who STILL refused to do ANYTHING. Now, it is in the hands of my IHG Rewards credit card. If this is not resolved, it will break a 22-year almost perfect relationship that I have had with IHG, both the card and the hotel chain. I CANNOT believe the way this manager is treating me, and I CANNOT believe that IHG Rewards is powerless against her obstinance. I hope the credit card company fixes this. I CANNOT believe they would want to throw away a 22-year relationship. My next trip though, I can guarantee you at this point, will NOT include a hotel in this chain unless I am at death's...

We booked this hotel in April and was charged the full amount even though it stated that only a one night deposit was required. I called IHG customer care and told them. I received a claim number and was told they would correct the issue. They did not. Upon arrival I let the person checking us in know that the stay had been paid in full as it showed on our app and our credit card statement. We have been IHG members for a long time and always request top floor away from elevator. We are Platinum Elite members and rarely get what we are requested. I understand that these requests are based on availability but the hotel was not full. I tried to call to confirm but got no answer. We were placed on the 2nd floor with a view of the top of the front awning which reflected the sun throughout part of the day so I had to keep the blinds closed. The breakfast was the best I have had at any IHG property and Kim was awesome in the breakfast area. All of the staff were very friendly. When we checked out I reminded the staff that we had paid in full and it showed a credit at the top of our bill that reflected that. When I looked at my credit card statement, we were charged 2 nights which would have been the case if we had only been charged the one night deposit. I called IHG customer care. They tried to call the hotel to get this credited back to my account but I was told they could not reach anyone on property. They told me to call the bank and dispute this charge. Why was this even an issue??? This was unacceptable and I am unsure as to why IHG cannot do a better job with...

The bed was pretty uncomfortable, room was clean-ish. However, my biggest complaints with this hotel is my asking them daily to replace the fridge as it did not stay cold, and I had very expensive medication that needed to be kept at a certain temperature so twice a day I had to pack the fridge with ice. They never came to look at the fridge and I was there for a week. I accidentally left some personal property in a hotel room. What’s a little unsettling is the cleaning staff didn’t check the drawers when they cleaned! The front desk went and looked and of course, my stuff was where I said it was. This has been over a month ago. I still have not received my items. I have called the hotel 12 times never to receive a phone call back from the manager or the regional manager director. I have contacted corporate and they were pretty worthless as well. I travel a lot for my business. I’ve accidentally left stuff in Germany and other countries and never had issues receiving my items back within a week to two weeks at most. They also have not returned the deposit to my credit card and upon questioning I’ve never received a response in regards to this as well. I have been told by the front staff over and over that the manager or the director is not in… Do they even work? It’s amazing you can call over and over for a months time and they are conveniently never in. This property obviously is managed extremely poorly! I would seriously consider driving into town and finding a better run hotel...