Holiday Inn Express and Suites Kansas City Airport, an IHG Hotel

The hotel staff was nice and it was clean. I called before booking to make sure the pool was open (inside, winter time) and was told it was operational. When we arrived it was under construction — the hotel staff was apologetic and arranged for our kids to use an adjacent hotel property to make sure the kids were happy. Much appreciated and although there was initial disappointment it was quickly rectified.

I booked this property for a family of 7 requesting adjoining rooms. We chose it because it had a shuttle to the airport. Never told it was limited. Not enough room on 4am shuttle and had to pay double for an Uber. Also No adjoining rooms available. Really poor representation of actual amenities.

Holiday Inn is my family’s go-to hotel chain. We have yet to be disappointed with the chain or the service by the staff.

If I could post pics, I could show you the nasty dirty toilet we found, and dried food on the wall by the couch. I was going to call the front desk, but our phone didn’t work. I went down to the front desk and the lady gave me three rooms to check if they were clean. Who, by the way, after reading my Christian shirt, told me the earth is flat. I asked the guy helping out if she was kidding and he said she is dead serious. Yikes! One of the rooms also was occupied. The last one we stayed in because it was clean but a little cold. We soon found out the air conditioner didn’t work properly and that was why the room was cold. We just turned it off and went to sleep. We had an early flight to catch. We’ve stayed several times at this hotel and never experienced anything like that. I’m leery now about staying again.

From the start we had a terrible experience with the front desk staff. I had called earlier in the day to ask for early check in, which was approved. We arrive 20 minutes before regular check-in, and before I can tell her that I had called about early check in, she tells me "Check in isn't until 4." Once I tell her I had called, she checks for a room that's ready. Mind you, her attitude is terrible this whole time. She hands me keys and says, "I pray this room is clean. Because I don't know which ones are and aren't," and proceeds to show me a list of 15 rooms that are marked dirty. We go to the room, and it was clean. However, there's not TV remote (not a big deal), and the smoke alarm is beeping. I went down and asked if someone could change the battery so it would stop beeping every 5 minutes, and she said she had no idea how to do that, or where the batteries are. She then asks her coworker (who isn't clocked in yet, was just in the lobby), and his response is, "I'm not on the clock until 4:30, you have to do your job." I understand not wanting to start work early, but your coworker is helpless and you can't take two minutes to help? The process to find the correct battery takes 20 mins, and I have to replace it myself. The staff's attitude from the beginning set a sour tone for everything to follow. At that point, I wouldn't book again just do to the incompetent/poorly trained /unhelpful staff. The beds were terrible, and we could hear the child above ALL night.