Holiday Inn Express Bothell by IHG

Clean, Close to freeway and fast food joints

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I hate to write bad reviews, but this one is deserving. I booked my stay through their site on 3/31 for a one night stay on 04/03. My 3 year-old daughter came down with a cold on 04/02, but still intended to stick with my plans. My daughter declined through the night and I decided to cancel my plans the morning of 04/03. Made an attempt to “modify” my reservation through the confirmation email and select a different day, and no date was presenting as available. I called the hotel and front desk, stated the reservation was non-refundable and was unable to help. Transferred me to “reservations” and man stated he kept getting an error when selecting a different day, even though he was able to see the rate for the desired date. Wanted to transfer me back to front desk, but stopped him and told him front desk was unable to help and transferred me to his department. He then suggested I speak to the hotel manager. The manager, Vanessa, also stated she couldn’t override the system to allow a change in date, and offered to seek assistance from “the property??” She came back on the line and said she was unable to get ahold of anyone at “the property” and that she’d be putting in a ticket to request help. I, very calmly, said to her that I felt I was being given the run-around, transferring me from department to department, only to have no resolve, and eventually discouraging me from continuing to seek a modification to my reservation. I explained my circumstance with my daughter and how exhausted I was from being up all night caring for her. I told her I had no patience to be on the phone any further, and that although I knew the reservation was non-refundable, I never thought I would have had a problem changing the date of my reservation, knowing well I’d pay a difference depending on the rate. I also mentioned it was pointless to offer a link to “modify or cancel” reservation through the confirmation email, if modifying wasn’t an actual option. I thanked her for her time and efforts and ended the call. The hotel called me twice within the hour, left a voicemail once, offering to change the date of my reservation but stating my card would still be charged for the 04/03 reservation. Also, within this hour, Rebecca emailed stating the same message, but in addition, they were willing to offer the same rate for my desired future date. To Rebecca and staff, why on earth would I invest MORE money in your institution given the outcome and my loss???? No, thank you. Your silly offer is insulting. Nowhere in the fine print is there any information for or against modifying a reservation. Should’ve booked at McMenamins Anderson School from the get-go.

Breakfast was excellent

All paper cups. I miss a ceramic mug. Could hear tv and footsteps in surrounding rooms

Nice rooms with plenty of room to get around. Very nice breakfast for a hotel!

I lost a family heirloom in our room. In doing a 'deep dive' into the room to try and find my ring, I noticed LOTS of dirt along the baseboards. I also noticed that the sheets on our bad were VERY dirty! Very surprising.

Layout of the hotel was easy to navigate and never took too long to get from lobby to room or vise versa

For the entire stay in the lobby there was this perfume like sanitizer smell that permeated the lobby, not only did our entire party dislike the smell, multiple other parties who would pass through it would mention the same thing.

Great room, great location, great people

Nothing

Great room, great location, great staff

Nothing

The cleanest and the bed was so comfortable excellent service