Holiday Inn Express Rainier Inn & Rainier Complex

UPDATE: the managers reached out to me after this review and said they appreciated the input and would strive to make things better for future guests. I appreciate their follow up! I should start off by saying that the front desk staff were very kind! Otherwise, just a “fair” experience. We stayed here because we thought it would be a good option while we were visiting from out of state. For the price, we could have stayed off base at a regular hotel for just a good price and better value. In our room, the bathtub didn’t drain well (filled up during a shower), the air condition didn’t work so they had a unit hooked up to the window, this made it so the blinds didn’t close so there was a gap where people outside could see in. The tv signal was constantly glitching. We had the room reserve

We booked 2 king rooms for an overnight stay after our son had surgery at Madigan. When we checked in after 4 pm, one of the king rooms was not ready. The General Manager, Juana, apologized and kindly comped the second room. When we went back to the room after 7 pm, there was a very nice note from the Manager and a care basket from them. Appreciate greatly the excellent customer service we received during a very stressful day. Thank you.

I stayed here for three weeks and was very disappointed with the level of service. My sheets were only changed once, and that was only because I went to the front desk, requested a full set of bedding, and changed them myself. As a rewards member, I expected much better treatment. Despite raising concerns about the cleanliness of my room multiple times, the bare minimum was done. Housekeeping mainly just emptied the trash and replaced a few towels. The floors were never vacuumed or cleaned, and I found hair on the bathroom sink. Thankfully, I had brought my own disinfecting wipes—when I cleaned surfaces, doors, and light switches myself, the wipes turned black, which shows how dirty they were. Another major issue was the water. The shower was never hot—barely warm at best. When I called

All the staff were cheerful, helpful, and kind. The suite was clean and tidy. The breakfast was plentiful and varied. I enjoyed my stay.

Outstanding Customer Service! Wonderful staff! The gals at the front desk (day and graveyard shift) are all polite, patient, respectful, and professional. The room was perfect! This holiday inn is super accommodating. They make ones needs quite convenient. Toiletries, towels, bedding, etc, are all at the front desk. The floors all have trash bins set up nearby, so they are not walking too far to throw away any trash. The hotel is well maintained. My room was actually quite clean. A solid breakfast is provided every morning! And the price is right! I love my stay here! My family and I will be staying here again if we ever come back. More importantly, I will definitely be recommending this hotel, providing they could get on and off JBLM. It is truly a great place to stay when in town.