Holiday Inn San Salvador by IHG — Hotel in Antiguo Cuscatlán

The employee who was by the main door greeting the guest as they arrive in their cars to the hotel needs some customer service classes. He never smiled and he was answering my questions as he was doing me a favor to answer them.

The parking lot needs more signs to let the customers know where the elevator is, and once you are on the level heading to the lobby you also have to figure out where the lobby is, no signs at all.

The check in process was quick, but there was no recognition for being part of the IHG program.

The bellboy was polite and he even got me a small refrigerator upon my request.

The rooms are quite small for being a Holiday Inn, another major competitor that I used the nigh before had better accommodations for a reduced price.

I got a room on the second floor, you are able to hear the every time the phone in the lobby rings, I know the lay out is open and that's part of the problem, but I'm not sure if the employee in the lobby knows that at night he is supposed to turn the volume down, it was annoying.

I wasn't able to use the Internet nor the phone during my entire stay, I went to the lobby to complain and they said that several guest were having the same issue. The blamed the service provider, and they said there was nothing they could do about it.....and in my books thats wrong, there is always something that you can do to satisfy the customers, how about some bonus points for the inconvenience?, how about a discount for that night?, those little details are the ones who make a guest to feel important and make the guest to return because even when it wasn't the hotel's fault they still tried to satisfy the guest, but again, the staff needs better customer service training.

On this day the hotel was doing repairs on the third floor (I'm assuming) because there was a lot of hammering and noises that didn't let me fall asleep, it was 10 pm and the noises kept going, I called the lobby and the person told me they were doing some emergency repairs, I understand the situation, but again, if you have someone complaining about a maintenance noise late at night why don't you ask this guest if he or she would like to be transferred to another room away from this noise?, I know the hotel was not that full, so there was definitely rooms available.

I'll give the hotel a chance to make things right so they can get my business next month that I'll be in town....What can you do to make up for the inconveniences that I had...

I've never given a formal and detailed review, but honestly this was my WORST experience ever at a Holiday Inn

I'll split my visit on the 2 rooms I was:

ROOM 1:

got locked in the bathroom for a while because the lock system got stuck, a maintenance guy had to come, and took him 20-30 mins to show up.

I was angry enough to leave the hotel, nobody cared about what happened.

Asked for a "better" room (which in my head meant: without the locking system that shares the door between bathroom and closet)

Got a room in the 7th floor (IHG Floor) which usually are better and a little bit nicer. (THIS IS NOT THE CASE)

ROOM 2: IHG FLOOR

Exactly the same as Room 1, same issues with the door and the locking system (but at least this one didn't get stuck on locked)

The closet/bathroom door handle fell off just by touching it.

The bathroom leaked water and you had to get back every time and find a way to stop the flow AND THE NOISE.

Since I don't trust most hotel hair dryers, I always carry my own when needed. Since it was already packed, I briefly used the Hotel's hair dryer for a quick vanity fix.

After about 5 secs it turned off!

I understand these small hair dryers are just for "small and quick fixes" but 5 secs was too short even for the average.

I pushed the "reset" button started working again and this time started making a lot of noise, like "metal" or "blades", I saw a few sparkles and I unplugged it in a rush, a bit scared.

Last of the fails.

About the hotel:

the hotel is noisy. VERY noisy.

the elevator from the parking lot was broken.

the elevator doors, to the rooms get like shakey while closing.

In overall, everywhere you can see it needs a lot of maintenance.

I was so impressed that actually have pictures of everything, but I'm too lazy to upload them if there is no one from the company interested on reading...

Decent value. Great location. Clean. Included breakfast was better good. All these positive aspects of the hotel were overshadowed by our overall experience. Regrettably:|1. The floor in the shower of room 612 was lacking non-slip strips and my sister took a nasty fall while showering and hurt her elbow and arm. When we reported it to the front desk they acted as if my sister did not know how to shower and made us feel like they were at fault. We took pictures of the floor in the shower to show there was no non-slip strips. No one in the hotel asked my sister if she was OK or needed any medical attention. Her arm was pretty sore from the fall. Eventually they suggested putting a towel on the shower floor to keep from slipping. The shower floor is made of tile and when wet and when one is lathered up, it is slippery.|2. The safe box in the room did not work and the maintenance man spent 1.5 hours in the room trying to get it to work. He took it apart and tried to use parts from another room's box to fix it but after one and a half hours I told him that we needed to go out for dinner and he needed to return the next day. He said he would but he never did and we did not have a working safe in the room for the duration of our five-day stay.|3. One of two guest elevators was out of order during our stay and there were times when a lot of guests ended up waiting for the elevator. They did have a sign apologizing for only having one working elevator. |4. There was no working elevator from the parking to the lobby. |5. The ice machines are not on every floor. We were on the 6th floor and there was no ice machine on it so we had to go to the 7th and 5th floor, but they only worked one night we were there then they all stopped working. The front desk instructed us to call the restaurant to ask for ice which we did but they took a long time...