Holiday Inn Dublin-Pleasanton by IHG — Hotel in Dublin

First of all, I would like to say I’ve stayed at the Holiday Inn in the past and this is the first time I’ve really had a terrible experience here.

I accidentally booked a reservation at this particular branch hotel as I was staying at another hotel nearby and they had a similar name and I thought it was the same name as I had just had a procedure done two days before and was under narcotics so I went ahead and booked this hotel on Priceline. I realized a few minutes after booking it that it was the wrong hotel after I received the confirmation and I called Priceline to cancel this reservation as I wanted to continue staying at the current hotel and just extend my stay as I had to stay in town longer last minute for a postop appointment and I called the Priceline customer service agent who then called the hotel who stated to them that they were able to cancel it but in order to fully cancel and get my refund I would have to call back the next day to speak to the guest service manager, which I did call back through Priceline and they spoke to someone at the hotel that said that the manager won’t be available until Sunday, whose name is Sonia and then I should be able to get a refund. On Sunday, I called the hotel to speak to Sonia and she stated to me that she cannot give me a refund and that the ticket purchased through Priceline is nonrefundable, which is not what they were telling me for 2 days. I explained my mistake and that I was told that I can get a refund a few minutes after I accidentally booked it and my difficult circumstance with my recent surgery and there was no remorse and no accommodation made.

One option I had was to call my bank and refute the charges, but that seemed a little bit too difficult for me to do as I was still in a lot of pain and didn’t want to go through the battle of doing that with my primary bank, which is across the country so I decided to reluctantly just go to this hotel as it was only four days. Before I went to the hotel, I tried to contact the general manager of the hotel, Paul, and I left a brief message on his voicemail with my number, and he never called me back. When I called the hotel and arrived to the hotel and asked for the manager, there was always an excuse that he was in a “meeting” and when I asked when the meeting was going to be over, none of the employees could give me an answer. When I got to my room, it was on the second floor and as I said, I just had surgery so even though they had an elevator, it was still a distance as the room was in the middle of a long hallway. They had no free breakfast and the breakfast they offered was very expensive. The rooms were dated, and the tub was very dirty and the towels had hair on them. I was very disappointed and still did not get a callback from the general manager after countless times of reaching out. I checked out and won’t ever be staying at this hotel again.

Please, if you can avoid this hotel, avoid it...

My wife and I spent 3 fantastic nights at this hotel. From the moment we arrived we genuinely felt welcome. The staff are truly amazing.

we had a slight issue in the room allocated but we mentioned this and we were offered another room immediately. from the moment we arrived to the time we left, nothing was too much trouble and we felt so relaxed. the hotel is in a fantastic location with plenty of free parking and beautiful tended grounds with gardners etc always visible tending to the plants etc. it was spotless and the public areas were large and well laid out.

we ate a couple of times and the restaurant has a great choice along with happy hours. breakfast was great with a great selection of items including freshly made omelettes.

we used the pool whilst there which was great and the jacuzzi was fantastic. my wife has a slight disability and there was plenty of accessible parking available and what really helped was the free shuttle service they provided to the local Bart station which was a direct train service to the centre of San Francisco. they even gave us a number to call when we arrived back ready for collection.

This truly was one of the better hotels i have stayed in for service. some rooms are starting to show their age, but i understand a refurbishment programme is due shortly.This did not detract from the overall experience.

I was recognised as a Spire Elite member from the first moment and during the stay the Assistant Manager Kyle came and introduced himself and really made us feel at home. it's not often you get this service but in all honesty what a guy. he was passionate about the hotel and its staff and genuinely cared about his guests. he always took time out to speak with us when we saw him and was always smiling and in my opinion the heartbeat of the hotel and a credit to the establishment. we truly enjoyed every moment we stayed and it was the last hotel on our 13 day road trip around california and although it was sad to leave and say goodbye, we left on a really high note which was all down to the final days at this hotel and its caring staff and management. we highly recommend this hotel and would definitely stay again if ever...

Our first room had a problem with the sliding door that only opens 4 inches. It wouldn't close and had 2 inches of space that allowed all of the traffic noise from the 580 seep in. The view was of trees and the top of the indoor pool. The room had a musty smell, like they cleaned the carpets, forgot to use shampoo, and let that 2 inches of space from the sliding door dry it. My wife made me ask for another room away from traffic. The person that checked me in was about to give me a different room with the smell of smoke, if it wasn't for the other receptionist. Unfortunately, we got a similar room with the similar musty smell as the first. Instead of the sliding door, we had a window that could only open 4 inches. I think it was a safety precaution so that you wouldn't jump out in search of fresh air. Also, this one didn't have a microwave and refrigerator, which was a bummer, because we brought bottles of water to chill. At least it was much quieter. Keep in mind this is an old building. It's pretty dingy. And, I don't think those sleep number beds worked that well. Be prepared to bring a flashlight if you are thinking about going out for dinner. We got prime parking upon check in around 6 PM but went out for dinner and came back around 9 PM. We had to park way in the back where darkness dwells and it was quite frightening. Also, our package said free breakfast for two, but we found out that morning that it was $20 towards breakfast and anything over would come out of pocket. I smirked and nodded my head to my wife as others were surprised to hear the same bad news. It would be nice if they told you that at the front desk. In fact, the person checking me in didn't realize we got the breakfast package and I sort of felt uncomfortable bringing it up. I didn't want to sound cheap asking "What about my free breakfast?" Of course my wife sent me back to the front desk to get the coupons. No big deal though. At least the breakfast staff was friendly...