Holiday Inn Express Castro Valley, an IHG Hotel — Hotel in Castro Valley

I made my reservations online, through the official website of Holiday-Inn since I'm a member of their rewards club. I checked in late, no hassle, all good. I originally made the reservation so me and my husband can relax in a room with a jacuzzi tub that looked like a decent size for two in photos. Little did I know it's just for one person tub. I'm okay though, I don't just raise any issues if it's small because of stuff as such.

The next morning, breakfast wasn't really great. Food were almost gone by 8am. I feel sorry for the ones that woke up a little late coz it's a Sunday Morning. But I would've been okay with it too.

When I checked in, I requested for a late check out which in most hotels means 3pm check out. The receptionist that checked me in didn't inform me about their late check out time which I was latter told to be 1pm. Receptionist at the time has an accent that was either from India or middle East (i'm not that good with determining accent), and he told me that there's something wrong with my payment, and that I didn't give them the "card" i used when I checked in. Also told me that I have to pack up coz i'll have to check out at 1pm (it was already 12:35 at this time). So I told him about how I booked it online with a different card so I don't have the same card. Also told him that the reservation went through and thats why I was checked in the night before. He basically kept on insisting I wasnt charge and that my method of payment wasn't valid and that they need my card again, and that it MUST be the same card I used when making the reservation online.

Long story short, without being able to take a shower, i just packed up my stuff, went down to the main lobby and there the manager was. An asian guy. He just said "sorry for disturbing you, i see here in my system that youve been taken care of" . I had no idea what was going on so I asked him "so who's mistake was this again?" Then the conversation went on with how the policy of Holiday Inn is that upon checking in the same exact card should be presented. Never have I heard that policy before. And I just ended up leaving the hotel without any of them admitting to their mistake and aplogizing.

POOR CUSTOMER SERVICE. HOLIDAY INN, YOU SHOULD LOOK INTO THIS CERTAIN LOCATION. YOU"LL BE LOSING BUSINESS IF THIS...

This was my experience on September 21, 2017 at the Castro Valley Holiday Inn Express:

The bed in my room had dirty sheets. The bed appeared to be freshly made. However, when I pulled back the covers, the sheets had been clearly used: the sheets felt oily, they were indentations were people had slept, and hair in the bed. I called the front desk for fresh sheets.the receptionist, brought up fresh sheets and handed them to me, so that I could make up the bed. She didn't volunteer to make the bed herself. The sheets were unfortunately too small, so I took them back downstairs to exchange them for a larger set of sheets. In talking with The receptionist, she assured me that the manager checks the beds and that the bed could not have possibly been dirty. She handed me another set of sheets, which I took back upstairs to make the bed again. Neither set of fresh sheets were oily, had hair, and when I made the bed there were no indentations. The sheets were fresh and clean, like they should have been in the first place.

I asked the receptionist to indicate to the manager that I would like to discuss the situation I encountered. The next morning I also spoke with the receptionist on duty and asked that the manager speak with me or contact me via cell phone or email. I have never heard from him.

And breakfast was a bad experience too.

I have traveled in third world countries, from the Americas, to the Middle East, Africa and Asia, and have never had such a bad experience...and certainly have never had such an experience anywhere else in my travels either. My advice: Go to another property. This one...

My mother-in-law had passed away 3 days prior so it was a difficult time for us. We couldn't have asked for a better stay considering the circumstances. Our room was awesome, my brother-in-law stayed with us. Everything neat and clean. It lacked nothing. The continental breakfast was delicious and had such a variety of food. There was even an August special that you could get pancakes from I think 8pm - 11:30 or so. My husband was down there for that. He brought them up to the room to watch tv and enjoy his "snack". Everyone was very helpful. The young lady behind the desk at night helped me a couple of times with the computer and she didn't get upset with my many questions. We asked about places to eat and they gave us a list of different kind of food and restaurants. We asked for their recommendation and it was all wonderful. The very best part of staying was Shanon. Oh my gosh, she welcomed us, comforted us, and was on top of what was happening. She was so kind and inquired how we were doing and gave us encouraging words every time we saw her. We didn't know what her position was at the hotel because she was everywhere and she seemed to be there day and night!!! She was working behind the front counter, in the breakfast room, in the elevator taking a laundry basket somewhere. She never stopped working! We cannot say enough about her! All the employees were great. There was only 1 thing missing and that was a swimming pool, but there was no room for one. They did have a hot tub we used 1 night but a pool would have been the icing...