Holiday Inn Express & Suites Gatineau - Ottawa by IHG

Reviews

• ST

  Sergio Torres

  3 days ago
  1.0
  I have never experienced such a complete lack of customer service from a hotel brand that claims to put guests first. Holiday Inn Express proved the exact opposite. I booked a room through IHG for someone who had been locked out of their home. Not even one minute later, they found their keys. I immediately tried to cancel, fully understanding that policies exist for a reason, but I also expected at least basic decency and effort from a brand of this size. Instead, I spent over an hour trying to reach someone. I called the front desk more than eight times. Not one answer. IHG customer service also couldn’t reach them at first, which tells you everything about how this hotel operates. When they finally did get through, I was told there was no manager available and only a manager could override anything. Convenient. Then IHG rep Claire delivered the worst customer service I have ever dealt with. Rude, dismissive, and completely uninterested in helping. Her attitude was basically “too bad, you were told the policy,” with zero willingness to even attempt a solution despite the reservation being literally one minute old. The hotel lost nothing, but they were quick to make a buck off someone else’s bad situation. This experience makes one thing very clear. Holiday Inn Express does not care about people. They care about profit, full stop. A company that hides behind policies while refusing to answer phones or provide basic human understanding is not a company worth supporting. I travel often and spend tens of thousands a year on hotels. On principle alone, I will never use Holiday Inn or IHG again. They had an opportunity to show compassion and integrity, and instead showed exactly who they are. Do better.
• SD

  Steeve Drouin

  Nov 17, 2025
  3.0
  Je vous suggère d'enlever la mention que vous êtes ouvert aux membres de la communauté des lgbtq+ .......comme si cétait un exploit! C'est la moindre des choses qu'ils soient acceptés dans votre hôtel! Pourquoi mentionnez-vous cela? Ça donne l'impression que vous les utiliser pour démontrer que votre établissement est exceptionnel et que cest un exploit d'accepter les lgbtq+ et qu'ils sont différends et que vous leurs faites une faveur. Votre intention n'est peut-être pas mauvaise, mais moi, personnellement, je trouve cela irrespectueux pour ces gens.
• DS

  Dan schellenberg

  Nov 17, 2025
  3.0
  Great central location close to museums and shopping. Rooms are clean and well designed. Complaints include the majority of hot breakfast items are pork. The door on our room doesn't latch unless you give the door a strong pull. A loud drinking party next door required calls to the front desk. Therefore, security needs to be better.
• RG

  Rizalie Guenevara

  Nov 3, 2025
  2.0
  We stayed from Thursday to Sunday for a hockey tournament with our M18 and M15 teams. The only positive was that the rooms were clean — otherwise, it was one of the worst hotel experiences we’ve had. The young manager at the front desk was rude, unprofessional, and on a complete power trip all weekend. The gym equipment was broken, and the pool was deliberately closed even though it was supposed to be included. A maintenance worker confirmed it wasn’t broken — management just didn’t want to clean it after our stay. When we tried to watch a baseball game quietly in the reception room, the manager came in at 10 PM, turned off the TV, took the remote, and threatened to call the police for no reason. No guests had complained. It’s clear from other reviews that this hotel’s biggest problem is poor management and a lack of respect for guests. We ended up leaving early. I would strongly recommend booking anywhere else — this place is a disgrace to hospitality.
• BC

  Bianca Cordeau

  Oct 17, 2025
  1.0
  ATTENTION - J’ai réservé une chambre en ligne et j’ai appelé l’hôtel pour confirmer les modalités d’annulation. J’ai donné mon # de réservation et la personne à qui j’ai parlé m’a clairement indiqué que je pouvais annuler jusqu’au vendredi soir à 20 h (la veille). Sur cette base, j’ai donc attendu. Le vendredi midi, lorsque j’ai rappelé pour annuler, on m’a alors informée que la date limite était en réalité trois jours plus tôt, ce qui rendait ma réservation non remboursable. Manque de clarté et de cohérence dans l’information donnée aux clients. Une communication erronée peut facilement induire en erreur et créer de la frustration. Mauvaise gestion du service à la clientèle. Je ne recommanderais pas cet hôtel.

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