Holiday Inn Express & Suites Glendale Downtown by IHG — Hotel in Glendale

First the positive things about this hotel. The rooms are a nice size, beds are comfortable, the bathroom is nice, the locations is good, the continental breaksfast is good and the parking is good as well. I reserved (2) rooms at this hotel, both rooms were on the 3rd floor but not next to each other. The first night we stayed there, the people above us came home about 1:30 AM and their music was blaring so loud we could not sleep. I called the front desk and the front desk sent Security up to their room. The Security person had to pound several times on their door to get them to answer (the pounding was so loud, I could hear Security trying to get their attention). They turned the music down, but then after that who knows what they were doing, walking everywhere very loud, knocking things around. I called and asked to be moved to a different room, but no rooms were available. Needless to say, we got about 2 hours worth of sleep. The next morning I went to the front desk and asked if I could be compensated for the horrible night and I was informed that the decision for compensation needs to come from the Manager. The front desk person, asked for my phone number and told me the Manager would reach out to me later in the day. I never received a call. We came back from being out for the day and went to room, only to find out it had not been serviced. I called the front desk and was informed that you have "ask for service". The statement "you need to ask for service" is a lie. Since I reserved 2 rooms, I asked my daughter if her room had been serviced and she said yes. They did not ask for it to be serviced, just expected like everyone else. At this point I asked the front desk to please send up more towels, which they did after calling twice, because apparently, the first batch went to the wrong room. The next morning I went to the front desk and asked that my room be serviced that day. They wrote down my room number and told me it would be done. When we returned back to our room, nothing had been done. At this point, we need more towels, toilet paper and kleenexes. I called the front desk again and this time the items we requested were brought to us in a timely manner. I also asked to speak to the Manager, but again, the manager was not in but they would make sure he or she contacted me. As you can guess, I never received a call. The next day, we asked for our room to be serviced and when we returned it was serviced, but my daughters room was NOT serviced! Seriously? The question should be when you check in, do you prefer NOT to have your room serviced? Everything else should be serviced, unless you request it not to be. I totally understand that Holiday cannot control their rude guests, that feel like they are entitled to make as much noise as they want anytime they want, but I'm also entitled to a decent nights sleep and a room that is cleaned daily. Also, as a customer who reserved (2) suites for the stay, the Manager should have the courtesy to call and discuss...

I did a lot of research on hotels to stay at before deciding on the Holiday Inn Express in Glendale. We came for a trip to Universal Studios with our family of four. Two adults and two children. The hotel is located in a safe area. I did not feel at all uncomfortable staying here or walking around. There are lots of stores and restaurants working walking distance and it’s kind of right up against a safe residential area. All of the staff members were friendly and kind and they acknowledged my Platinum membership status and let me choose an amenity from the cantina which was awesome. Our room was impeccably clean. The linens were fresh and crisp. The beds were comfortable and I slept well. We did pull out the sofa bed for our kids and I will say that it was horribly uncomfortable. It was fine for kids but no way I would be able to sleep on it. But the regular beds were fantastic. The bathroom was practically spotless.

Breakfast was hot and the choices were wonderful. They had bacon, eggs, pancakes, different types of cereal, bread and bagels, oatmeal, sausage and several types of coffee and tea.

We got upgraded to the suite because of my platinum status and that was good because I so feel like the regular room would have been a little cramped.

The only things I didn’t like were that we had to make three separate reservations for our one week stay because I used a combination of cash, points and a free night reward from my credit card. That was kind of a minor hassle to book and then I had to check in and out three separate times during our stay. The staff made this a smooth process but it was still annoying. I don’t think this is their fault though. It’s more of a corporate issue.

The pool is heated which was great as we came at a colder time of year. It was clean and easy to access along with the fitness center.

Overall, a great hotel. It’s centrally located with a great breakfast, clean rooms, in safe neighborhood. Great for families and close to Universal. Note, it is NOT close to Disney so if you’re coming for Disney, you’ll want to look...

The hotel itself is clean and smells nice, which are definitely important factors for me.

However, my check-in and check-out experiences were disappointing. During check-in, Shirley encountered issues with the credit card authorization form my company had completed. I immediately reached out to my company to correct the form and had it resent right away. Shirley, however, seemed overwhelmed and flustered by the situation, as if it was too much for her to handle in the moment. She assured me she would call back to take care of the deposit, but I never heard from her.

Later in the evening, Kendall finally reached out. It seemed as though Shirley might have forgotten about me and passed the situation over to Kendall. When I went back downstairs, Kendall, who mentioned she was new, also seemed unsure about handling the process.

While Kendall did help refund my personal card that they charged vs the company card on file, after a lengthy conversation, it felt unfair that she was given such responsibilities without proper support. Shirley should’ve finished what she started and she didn’t. Before I left, I also asked Shirley to send me a receipt and she didn’t do it. Kendall once again had to pick up her slack..

If you’re planning to stay here, I’d recommend double-checking that the billing is all in order before you arrive to avoid...