Holiday Inn Express & Suites Lake Forest - Irvine East by IHG — Attraction in Lake Forest

Check in was quick and easy and upon arrival I was given room 108 on the first floor. I had no idea this was probably one of the worst rooms in the hotel. As a Platinum Elite member I expected wayyyyy better! ||The most egregious thing about this room is it’s the absolute closest room to the ice machine. At 5:15am other guests began the conga line of filling up their coolers with ice. This went on (at 5-10 min intervals) for over an hour. So noisy! Even louder than the air conditioning in the room that was obnoxiously loud even with ear plugs in!!||The second obnoxious thing about this room was it’s proximity to the parking lot…the workers who filled up their coolers at 5:15am were then in their vehicles at 6am talking on the phone or to each other and you could hear the entire conversation as they left for work. Nothing relaxing at all about room 108…I did contemplate asking to move rooms after the first night but I was so tired I sucked it up…my bad.||When I returned to my room the second night my door wouldn’t open…the key worked but something blocked my entry. When I went to the front desk and explained what happened I immediately got the sense they knew exactly what the problem was. They summoned the maintenance worker and told him to bring “the wire”. Obviously this happens often enough that not only did they immediately know what my problem was but they have a “gizmo” to fix it. Hard to explain but the security lock you can use while inside the room can somehow jiggle just enough when the door shuts to activate it when you leave…thus leaving you unable to enter your room. Took a bit but he finally was able to open my door. ||The next night I returned to my room and neither of my 2 keys would work and I had to return to the front desk to get new ones…really??!!||My final morning was a Sat am so I was hoping there would be no 5:15am ice machine visits and I’m happy to report it was all quiet…until the 6am trash pickup right outside my room by the garbage truck. Sigh. ||Never again…#loyaltydoesntmatter #nosleep #dobetter! Nothing peaceful or convenient about this hotel…did have a good breakfast which is why it’s 2 star...

Reply Edit: Todd you seem to misunderstand the situation. You are entitled to take however many days you want to, however, your staff lies about your schedule and availability. I mean either that or you don’t inform them of your scheduled days off and you leave then floundering for a response when they are asked when you will be in.

2nd I NEVER SIGNED NOR WAS I EVEN PRESENTED WITH ANY DOCUMENT TO SIGN TO GIVE YOU PERMISSION TO CHARGE MY CARD ANY MORE THAN THE $50 DEPOSIT.

I WAS NOT THE ONE WHO MADE THE BOOKING. It was my landlord due to the fact they had to put us up in a hotel because a bursted pipe flooded my entire apartment; so bad it took 10 days to repair the damage. Thus we entered no legal agreement giving you authorization to charge my card at a later date.

Even if there was damage (which there wasn’t besides a little extra vacuuming for the dog hair) but even if there was, you had NO LEGAL RIGHT TO CHARGE MY CARD. Your staff stated “We need a card for $50 deposit for incidentals”. Then they ran my card and that was it.

My attorney is working with my bank and I am sure they will be in contact soon, if they haven’t already, to address the matter. You may provide to them your “proof” pics along with the proof you had authorization to charge my card more than $50.

I hope you have a wonderful day Todd!

Everything except for the manager staff was amazing! Don’t get me wrong the staff was helpful while we stayed except for James. However, I was charged $250 not at check out but randomly the day after checkout. Now Todd is suddenly unavailable to take a call when he was there EVERY morning during my 10 day stay and no one on the staff knows what the charge is for, as they claim only Todd can authorize those charges. I wonder how many people he has ripped off without them even realizing it. Todd is amazing to your face and a great conversationalist however he acts nothing like a manager avoiding any attempts to resolve customer issues. Oh and the pool is a dirty dingy ice pool with jacuzzi that has odd smell that I can’t quite figure out. Just gross with all the mosquitoes and bees...

I initially wrote a terrible review. It was a case of mistaken blame and misdirected hostility. I have to humbly recant my initial review. My bank was dragging their feet to process the transaction. I mean they really were goin to hold out for a complete month is what I uncovered. Todd, who is the corner stone of customer service with a world class touch greeted me by first name when I entered the lobby to come resolve this issue after 20 days of pent of frustration at which I had assumed was the hotels negligence. Todd so very quickly disarmed me with friendly, professional, class with the utmost tact. There was no way on god's green earth I could not admire this man immediately for his professionality, courtesy, sense of urgency, and personability. Before I could even tell him why I was so frustrated, he provided proof of the complete solution I had gruffly came in search of. I mean I really felt silly for even trying to be mad about this situation, especially once Todd produced the ammunition I needed to go to battle with my bank for doing their business slower than a no legged man in a foot race. The Holiday Inn and Suites in Lake Forest CA took care of me and business with the urgency one would expect of such a house hold name and world known chain whose business is HOSPITALITY. THANK YOU TODD (AKA The HOLIDAY INN AND SUITES EMPEROR) If I called him king it would be the understatement of the century. This man is the type of worker that a professional Corporate establishment should be proud have represent them as the face of customer relations to the public. I owe the man an apology for my previous review and I hope these genuine words of praise negate the previous negative review I wrote. I can admit and have no problem admitting I was wrong and it was a severe case of misdirected hostility. I humbly apologize and greatly appreciate your service to me and the public. Thank you Todd. In the words of the Governator, "I'll be back" God bless.

Chris Remender.

Satisfied customer for life and recipient of a complete solution and connoisseur of world...