Holiday Inn Glendale - Stadium & Ent Dist by IHG — Hotel in Glendale

We booked a 1 bedroom, King suite, with sofa bed, at this location. When we arrived and checked in we were put in a King suite, no pullout bed. I went back to reception and explained that I had been put in the wrong room and could I please have the keys to the room I had booked. The front desk staff were a little confused at first, but then apologized and gave me a room key to my correct room. When we got to the new room, it again was the wrong room, so I went back to the front desk and explained that I was there with my wife and 13-year-old son and I wanted the room I had booked. That's when I met Julie, not sure what position she holds at the hotel, but she is ridiculous! Julie proceeded to explain that the room I had booked was over booked and she had tried to call me “over 100 times the night before but the call kept disconnecting” ...?? Julie proposed that she would give me two rooms (one for my wife and I, and the other for our 13-year-old son), she genuinely looked confused when I said that was unfeasible, seeing as the hotel was busy and we were would not be putting our 13-year-old in a room on his own. I asked why I hadn’t been contacted via email if she couldn’t reach me by phone. Julie said that they didn’t have access to my email address, because Holiday Inn are concerned that employees would sell it on to third parties??? Is this a problem at Holiday Inn’s? I’ve never heard of this with other hotel chains.

After standing my ground, for over 45 minutes, Julie came over to where we were waiting in the lobby and told me she had the room I had originally booked. She then proceeded to tell my wife and I that it was extremely awkward for her, as the couple who were currently checking in had been assigned that room, but she was going to let us have it. First of all we had booked that room, so you’re not doing us a favor Julie, secondly, why is a party of two checking in, almost an hour after we had being given the room we had also booked, when there is three in our party??? Julie is extremely unprofessional and has very little customer service skills. It’s extremely obvious that she was trying to keep the higher end room we had booked open, to charge a higher rate, as all the other hotels in the area were sold out. It is also, extremely clear that she was outright lying about giving us the other couples room.

Room was a good size, but there were clearly cleanliness issues, urine stain around the toilet, stains on both the king bed fitted sheet and sofa bed fitted sheet and dust on...

Was going back and forth on rating for this hotel. I'll start by saying it is super clean and the staff is fantastic! The restaurant/bar has amazing food and drinks and I really enjoyed hang out here after work. A couple things lead me to give the hotel a 4 stars and not 5 start rating.

My main issue was the noise level. I happened to be out for work during the week of spring training and several other events and as this is a popular area for that the hotel was very busy, totally fine I wanted to stay here for access to food and bars, which this hotel does have. However, the walls are paper thin and I had early mornings the whole week I was staying. I could hear my neighbors TV all night as well as conversations they were having as if they were in my room talking to me and not on the other side of a wall and half way through the week a large amount of families checked in due to a youth baseball tournament in the area, so I had kids running up and down my hall until well after 2am several nights and one night even had children repeatedly knocking on my door and running away. While I understand some of these issues are bad parenting and not the fault of the hotel, better sound proofing would go a long way. I get that most people were probably staying on vacation and didn't care about how loud they were or how late they were up but for me it made for restless nights and a really long week.

Something to note (not a complaint but just a good to know) the majority of food/bar options (and stadium), aside from the one at the hotel, are on the other side of the freeway and there is no easy option to walk which I was hoping to do. Don't get me wrong very nice modern hotel but I won't be using this location for business stays going forward but would recommend for a fun vacation stay if you are not worried about getting to bed...

My experience at this Holiday Inn was deeply frustrating and disappointing. My mother had made a reservation weeks in advance, yet when she arrived, the staff claimed they couldn’t locate it and told her it had been canceled… even though it had not. When she provided her confirmation number, they insisted it was incorrect and continued to give her a hard time until I arrived.

What frustrates me most is that the treatment of my family seemed to shift drastically once I, someone who is white-presenting, showed up. My family is Hispanic, and the lack of respect and willingness to help them before my arrival did not go unnoticed. It felt discriminatory and unacceptable.

Once the reservation issue was finally resolved, the problems continued. The room keys we were given did not work, and we had to make multiple trips back and forth to the front desk just to access our room. As if that wasn’t enough, we were also double charged nearly $700. When we brought this to the front desk’s attention, the employee simply responded, “Well, it’s only pending we have time to fix it.” That kind of mistake should never have happened in the first place, and the casual response was incredibly unprofessional.

This entire experience was a complete failure in customer service, accountability, and basic hospitality. I will never return to this location, and I strongly urge others to think twice before...