Holiday Inn Express & Suites Tijuana Otay, an IHG Hotel — Hotel in Baja California

Im not typically the type to take the time to write reviews but I had to take the time to warn potential guests on here about the safety concerns in the rooms to prevent another dangerous incident. I stayed at this hotel with my family and after a long night I went into the rooms restroom to change. Once I was done I realized whether I turned the restroom lock and hand left or right the door would not open. The whole lock came out inside the restroom and I was stuck in there for over 1 hour at 3AM. Fortunately I was not alone and my boyfriend and family were on the other side to calm me down. The lobby was immediately called and the help we received was unbelievably poor. The one in charge of the hotel had no solution for getting me out. They called up their “so-called” maintenance worker and he came up empty handed. My boyfriend asked for a screwdriver and they didn’t even have that. He claimed he was attempting to find a different key when there was no key whole on the lock. First responders were police officers, not medics nor firefighters. The manager had nothing to say. No one was helping, I was in the restroom for 1 hour and when I just heard everyone talking outside the door and not doing anything about it I began to panic. Taking matters into our own hands my boyfriend tried kicking the door open and it wouldn’t budge. We had no other option but to break a whole in the wall big enough for me to fit. The female manager from the hotel tried to physically stop my boyfriend from doing what he had to for getting me out. I had to squeeze through a small hole through the wall that was made under the sink of the restroom. The insulation made me so itchy but fortunately I had another family members room to shower in. I had already showered and firefighters had barely arrived and still took more time to open up the door with a crow bar as if they weren’t even called until more than a whole hour later of being notified. The hotel relocated us to another room, not one apology given by anyone. The next morning we had breakfast there in the presence of the manager we had dealt with and no words were exchanged with us. That day we went to run errands and have lunch and when exhausted from the chaos I decided to get dropped off instead of visiting family. I arrived back at the hotel to get some rest and I realized 2/5 rooms of my family members keys had been deactivated. When I went to ask for reactivation they said we had to pay a $700 fee for the damages which we had no other option but to do to the walls to get me out of there. When we told them we refused to pay anything we were evicted. Not only were we evicted but when we called our family back to pick us up our 4 other family members were also evicted when they had completely separate reservations. Had I decided not to stay back I could’ve been evicted in the middle of night with no where to go and too exhausted too drive home. They treated us like criminals and at first tried to deny allowing us to take our property out of our rooms. After arguing with the man at the front desk they treated us like criminals escorting us one by one to get our property from the rooms making us leave the door opened as if the room wasn’t already paid for the...

Im not typically the type to take the time to write reviews but I had to take the time to warn potential guests on here about the safety concerns in the rooms to prevent another dangerous incident. I stayed at this hotel with my family and after a long night I went into the rooms restroom to change. Once I was done I realized whether I turned the restroom lock and hand left or right the door would not open. The whole lock came out inside the restroom and I was stuck in there for over 1 hour at 3AM. Fortunately I was not alone and my boyfriend and family were on the other side to calm me down. The lobby was immediately called and the help we received was unbelievably poor. The one in charge of the hotel had no solution for getting me out. They called up their “so-called” maintenance worker and he came up empty handed. My boyfriend asked for a screwdriver and they didn’t even have that. He claimed he was attempting to find a different key when there was no key whole on the lock. First responders were police officers, not medics nor firefighters. The manager had nothing to say. No one was helping, I was in the restroom for 1 hour and when I just heard everyone talking outside the door and not doing anything about it I began to panic. Taking matters into our own hands my boyfriend tried kicking the door open and it wouldn’t budge. We had no other option but to break a whole in the wall big enough for me to fit. The female manager from the hotel tried to physically stop my boyfriend from doing what he had to for getting me out. I had to squeeze through a small hole through the wall that was made under the sink of the restroom. The insulation made me so itchy but fortunately I had another family members room to shower in. I had already showered and firefighters had barely arrived and still took more time to open up the door with a crow bar as if they weren’t even called until more than a whole hour later of being notified. The hotel relocated us to another room, not one apology given by anyone. The next morning we had breakfast there in the presence of the manager we had dealt with and no words were exchanged with us. That day we went to run errands and have lunch and when exhausted from the chaos I decided to get dropped off instead of visiting family. I arrived back at the hotel to get some rest and I realized 2/5 rooms of my family members keys had been deactivated. When I went to ask for reactivation they said we had to pay a $700 fee for the damages which we had no other option but to do to the walls to get me out of there. When we told them we refused to pay anything we were evicted. Not only were we evicted but when we called our family back to pick us up our 4 other family members were also evicted when they had completely separate reservations. Had I decided not to stay back I could’ve been evicted in the middle of night with no where to go and too exhausted too drive home. They treated us like criminals and at first tried to deny allowing us to take our property out of our rooms. After arguing with the man at the front desk they treated us like criminals escorting us one by one to get our property from the rooms making us leave the door opened as if the room wasn’t already paid for the...

Updated ||Overall hotel was promising and in a great location however the hotel rooms were not as described.|We booked a two night stay in a queen suite, described as a "440 sqft suite with living microwave mini fridge and a sofa bed". However, the room was actually a room with full size beds and a sofa.|On a late arrival (~11 pm), after sight seeing with the family, we arrived exhausted, checked in. Kids got ready for bed and we realized there was no sofa bed and beds were not queen size.|I figured this was a simple mistake so l headed down to front desk. The hotel staff assured me we had a sofa bed, so they sent a staff member to go up to our room to show us how to pull out the bed. Of course, he quickly realized what we already knew. He also confirmed we did not have queen size beds.|Headed down for a second conversation with front desk, under the assumption that would quickly be corrected as l assumed we were in the wrong room.|Front desk staff seemed surprised at our findings and called his manager (phone). After his discussion with his manager, he now stated that none of the queen suites had sofa beds. I explained this is why we booked this Hotel since we needed a sofa bed, not to mention queen size beds. He seemed flustered and couldn't explain the discrepancy and blamed it on the corporate website.||After providing no solutions, his only option was to refund our money and we could go stay at another hotel. Keep in mind it's midnight at this point and we have exhausted children. This was extremely disappointing and inconsiderate.|After discussing this with staff the next day they continue to blame the corporate website with no solutions.|At this point it's unclear where the discrepancy exists, with the hotel staff or with the corporate website.|Disappointed with the brand.||Update:|After being contacted by hotel and told they would contact me to make it right, within 48 hours via phone and email, they have not and it’s been weeks. ||Seems this hotel is more interested in “looking like they will make it right vs actually making it right. ||Don’t...