Holiday Inn Express Hotel & Suites Vancouver Mall

Morning customer service was really good, evening not so much. Could have used another person at the counter. Cookies were burnt, if you're familiar with HInn Express locations this is not good and no milk. Bed was excellent, bathroom had no ventilation and shower head was clogged with hard water.

Upon checking in, the gentleman at the front desk was really nice. We booked a king room but were given a queen. I didn’t want to attempt to switch late at night so I went back in the morning to request an upgrade. There was a lady at the desk (Name started with an M I believe). I asked her to upgrade us being that we paid for a king for two nights. She said she couldn’t, although they would’ve had rooms that early in the morning. I work in a hotel at the front desk so I know how the computer system works and I knew she just didn’t want to upgrade us. She was rude throughout that experience. It was upsetting because I would have paid for the cheaper room online as opposed to paying for a king and getting a queen bed. It was just extremely frustrating and upsetting that she wouldn’t accommodate, especially when in the binder in the room it said “if you are unhappy with your room please see us at the front desk and we will do whatever we can to make your stay excellent.” Or something along those lines. Besides the crappy customer service she provided, the hotel was clean and breakfast was yummy, though it took them very long to bring out more food. Pool was nice. Overall, as I am a front desk agent at a hotel, I would recommend this hotel focuses on customer service and doesn’t have their employees lie about upgrades. It just sucked.

Nice & clean location.

Great hotel, very accommodating! It’s getting a little old but otherwise they do a great job with upkeep. Great job on the breakfast! Delicious & quickly served!

Good value, good, hot breakfast with eggs, sausage, biscuits, gravy. Room was clean.