Holiday Inn Express & Suites Brandon by IHG

Reviews

• JH

  John Helsdon

  4 days ago
  1.0
  I have been an IHG member for 20 years and this is the worst customer service I have ever received at an IHG hotel. When I requested a late checkout and indicated I had requested one online through the app I was abruptly told no and they had no record of my request. When I showed them the request in the app I was told they don’t monitor the app. The front desk clerk was adamant that it was subject to availability and quickly pulled out a card with elite privileges and pointed to the small print like it was a routine practice. While this may seem like a minor issue normally in these circumstances the staff would say “let me see what I can do” and try to be helpful. This was not the case, the clerk was quick to tell me it would be $25. The next day on checkout I asked the clerk how they determine availability for late checkout and he indicated if the hotel was full they didn’t grant late checkout and the hotel was full. I then asked why I was able to book the same type of room I had online through the app if the hotel was full. He then replied they were busy. The lie and quickness of the reply makes me think they automatically try to grab the $25 fee for late checkout regardless of your IHG status and their availability. In addition, strangely the front desk clerk at checkout had about 6 blister packs of pills on the counter which he appeared to be removing from the packaging. Not sure what was going on but it was very unprofessional. The attitude and customer service have ensured I will not stay at this hotel again. It is not up to IHG customer service standards. My experience seems to be consistent with other Google reviews. If you review the hotels replies to other complaints you will get a sense of the poor level of customer service.
• DF

  Debra Fox

  4 days ago
  3.0
  I stayed here with my husband this weekend. A couple of odd things about this hotel. Firstly only one of the two elevators was working. The working elevator had a sign in it that would make anyone with claustrophobia anxious. I think there is a better way to get the message across with using the word”entrapment” or making threats. Also, curiously of the 49 tv channels, the only one without sound was CBC News Network. Odd.
• MA

  Mark Adkins

  Aug 27, 2026
  4.0
  Spent the night in Brandon and this was a good hotel to do it in The hotel room had everything I needed , comfortable bed, a microwave, and a fridge. While I did not use it the hotel had a pool in it and it looked popular with children. In the morning the had a good breakfast with plenty of fresh fruits. If I am in Brandon again I will stay here again.
• OJ

  Oscar Jofre

  Aug 20, 2026
  5.0
  If every Holiday Inn express was operated maintained, I would stay at Holiday Inn express exclusively. I travel across Canada and by far this is the number one location in North America that I have ever stayed amazing how clean it is breakfast was impeccable. The rooms were fabulous. You can tell that the owners take good care and understand I’ve been coming here as I cross Canada five or six times over the last six years and each time it feels like it’s a brand new hotel. Thank you so much for an amazing day we recently had and saddens me that as we kept booking in Holiday Inn no other one has even come close to this location if I’m Holiday Inn express Corp. I would be finding out what these people are doing and make sure that all other locations are the same.
• JW

  Jeff Whitfield

  Jul 30, 2026
  1.0
  Stay away from this hotel. I booked a room in advance of a trip, at the time no reward night rooms were available. The day before our arrival this hotel opened up rewards night availability however they refused to allow me to change my reservation. The hotel will only take cash reservations in advance and once they will not be sold out they accept points. Asked to speak to the manager and they were not willing to even speak to me. Very poor customer service. If there was an option for 0 stars that is what I would have selected for this review.

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