Holiday Inn Express & Suites Oshawa Downtown - Toronto Area by IHG

Thomas Milner

4 months ago

Dear Management Team, I am writing to share feedback regarding a recent experience at your property. I stay at this hotel frequently—sometimes multiple times in a single week—and I return year after year specifically because of the exceptional service your evening and night staff consistently provide. They know me by name, are always friendly and accommodating, and truly go the extra mile. My stays have almost always been five-star experiences. However, I was disappointed with my interaction at the front desk this morning around 11:00 AM. I had stayed at the property the night before and asked whether it would be possible to check back into the same room, as I still had my keys. I fully understood when I was told that this wasn’t possible and was happy to take a different room. I then asked if it would be possible to have a room facing the street so I could see the weather conditions. While I completely understand that availability can be limited, the staff member did not seem interested in checking or assisting in any way. This stood out to me, as the night staff always makes an effort to accommodate this request when possible. Additionally, when I asked about the rate and mentioned that I often receive a slightly lower price when booking online, I was told that I could book online but would not be eligible for early check-in. While that may be policy, the way it was communicated felt dismissive rather than helpful. I want to be clear that this is the first negative experience I’ve had at your property, which is why it stood out so much. I will absolutely continue staying with you, though I will likely plan my visits around the evening hours when the night staff is on duty, as they consistently deliver outstanding, friendly, and considerate service. Coming from a business background myself, I believe a bit more warmth, consideration, and customer-focused communication would make a big difference. I would appreciate it if this feedback could be shared constructively with the staff member involved. Thank you for taking the time to read this. I truly value your hotel and the incredible team members who are the reason I keep coming back.

Steve Cross

2 months ago

Edit** Contacted by management and offered A 50% refund for the extra day we were charged for. I will say not fully satisfied as a customer but at least they reached out and refunded some of the charge. Updated my star rating to reflect that. Worst customer service!! Booked a 1 night stay for elderly parents due to medical treatment. Because of a communication mix up was charged a full extra night for missing a 2pm “cut off” by mere minutes. Amanda at front desk couldn’t have been more unpleasant to deal with!! Will be contacting Holiday Inn head office. Never again

Enchench

3 months ago

This Holiday Inn Express was a great stay in Oshawa! Huge shoutout to Kayley at the front desk for the warm welcome; her energy and hospitality made a cold winter day much brighter. The hotel is clean, modern, and looks relatively new. Our room was spacious and very comfortable. We also loved the lobby atmosphere and the heated pool. Highly recommend!

Tiff Vivian

3 months ago

Rooms are good i noticed the walls were dirty though. Some staff are really nice like the elder lady at night super sweet and house keeping as well very nice one of the lady managers are on a power trip unfortunately. Also I stayed 6 days and 3 of those days I was woken with the fire alarm going off every 20 minutes for like 3 hours a couple times we had to exit the building at one point the elevators didn't operate this was very upsetting and inconvenient there were no apologies or acknowledgement whatsoever either day this was happening i wish they had explained why this was going on maybe even gave a perk for the inconvenience. On a better note breakfast is great and I love the fact the gym is open 24/7.