Holiday Inn Express Federal Way - Seattle South, an IHG Hotel - Hotel in Federal Way - 32124 25th Ave S, USA

3 coworkers and myself stayed at this Holiday Inn Express this past week (Sun-Fri). Everything was great, plenty of choices of places to eat nearby, a mall nearby. Our work site was less than a mile away. Nice view of the mountain (the top lol). The big plus was the customer service, we arrived a little early and although nothing was available, there was no waiting at normal check in time. Everyone was courteous and friendly but Kali was the stand out. If possible, she could be perfect in training others in her position at other IHG hotels.

The customer service at this hotel is an absolute joke, we stayed here this weekend and they were re-painting the lines on the parking lot (they did not mention anything or that we will have a hard time finding a parking spot before we booked on the phone) and decided to do 3/4 of the parking lot at a time making it so there was no parking spots for us to park. We ended up having to park almost a half a mile away and carry our 2 toddlers in the POURING rain all the way to our room. THEN they end up charging us for the room alone and then the room with the $50 holding fee for incidentals so over $500, I called to talk to someone about it and had the worst women I have ever experienced in customer service who wouldn’t even let me finish a sentence with out interrupting me saying she can’t do anything because on her end it says we were charged only once. Do better and train your people handling the phones, literally the face of your hotel to be more respectful of people and if you are going to do your parking lots leaving no parking spots for anyone SAY SOMETHING BEFORE LETTING SOMEONE BOOK, we 1000% would have booked somewhere else because that was ridiculous to have to park so far to get into your hotel. All around a clown circus in this place, if I could give negative stars I would, only good thing was the breakfast and the breakfast staff, she was delightful.

The room was clean but the hallway, lobby and elevator smelled like wet stinky dog. It was terrible. They do not supply you with washcloths. 3 bath towels and 1 hand towel. We were told there was a shortage. The water in the tub did not drain, so you were standing in a foot of water in no time. Not a very accommodating hotel. I will not choose this hotel to stay at again.

Perfect location on 15 minutes from the airport and you don’t have to pay those crazy prices. My room was super clean and looks like it was updated, the staff was super friendly and they had a small bar at the lobby. Also has free breakfast which I like.

Without a doubt, this hotel needs more staff in several areas. At the front desk, we had to wait around 10 minutes before someone appeared to confirm our reservation, and our room was not ready despite arriving an hour late for check-in. We stayed on the eighth floor, and the room had a strong, musty odor. We checked the air conditioner and found what appeared to be Play-Doh inside the vent, which certainly made me wonder: When was the last time this equipment was inspected? On weekends, breakfast is chaotic, with very few tables available when the hotel is full. The few staff members in the dining area looked tired and were dealing with impatient guests urging them to refill the food trays. That day, they did have the option of almond milk. Additionally, I noticed signs suggesting that guests should not hoard all the food from the buffet. Without a doubt, I would not recommend staying more than one night at this hotel.

Evening employee yanked my chain for nearly 2 hours telling me to leave my belongings on the 8th floor and come get my key because they wouldn't give me my new room key till I returned my old room key! She sent me on a wild goose chase telling me my room was 819 then I returned to desk because key didn't work then I had to sign new agreement then sent to 821, this all after I was told 619 was my room, I was nothing but business professional with her and couldn't have been much more rude, her telling me to "have the day I deserve" was the proverbial straw that broke the camel back, end all I was upon check out told my room was 621, I suggested they clean room 821 so they didn't provide less than stellar service to another customer. Advised thier customer service, office of the IHG president, local travel Bureau and the BBB, also my companies travel department. I would say based on the hotels managers lack of a reply that her employees behavior is a direct shadow of the leader. Plenty of other hotels in the area to stay at instead I'd choose one of them

Great vacation with the family. The hotel is newly renovated and very clean. My son enjoyed using the pool every day. The amenities are open late until 10pm so we could always go for a dip after dinner without having to rush. The free breakfast was one less thing to worry about in the morning. Staff were very friendly and accommodated all our needs.

The room was great, fantastic mattress (slept very well) and ergo friendly shower with a place to rest phone, but downstairs was where things were less great. First, the check-in took a long time. There was nobody at the desk for the first five minutes we were there and there was a line of people ahead of us, all waiting. I wonder if they understaffed them for prime check in hour? Next, had to come back and wait in line again because key wasn’t encoded. Finally, the breakfast wasn’t as good as it looked in photos. There was just a pot of overcooked ‘mini omelettes’ with burn marks, a couple sausage types, and the usual continental stuff. No gravy or biscuits (empty burner though) or potatoes, just cereal and stuff. The breakfast was a shame, it was our final impression of the hotel too.