Holiday Inn Express & Suites Hayward - Castro Valley by IHG — Hotel in Hayward

We arrived at the hotel at 3 a.m. and were greeted by a very friendly staff member who informed us that breakfast was served from 6 a.m. to 10 a.m. However, when we arrived at 9:15 a.m., there was no food, and many other guests were also told breakfast ended at 10 a.m. The pancake machine wasn’t even in use, which was particularly disappointing for my daughter, who was hoping for something more than what was available. The breakfast server was kind but shared that she doesn’t get paid for overtime and that her hours had been cut. When I went to the front desk, the response I got was, “The times have changed—guess everyone didn’t get the memo.” I made sure to double-check the hours before going to bed the next night. The next morning, we arrived at 8:30 a.m. to find the same situation: no food, people waiting with empty plates, and the server brought out more cinnamon rolls that were moldy. The rooms themselves were basic, but for being a relatively new hotel, our carpet was stained and the bathroom floor appeared to have not been cleaned. We also had to ask for a blow dryer, which the housekeeper insisted was in the room—until she came and checked herself and brought it to us. To top it all off, the hotel is located in a sketchy area with homeless people in the parking lot, which made us nervous about leaving our car. Despite being convenient for visiting my daughter and grandkids, we won’t be returning. Update: after being gone for the day we returned to our room to find that we had no hot water. When I attempted to call from my room I found that our phone didn’t work. I went to the front desk and he said he would look into it. After about an hour we had to leave and I went by the desk again stating we still didn’t have hot water - his response was “sorry got busy”. Upon returning in the evening we still didn’t have hot water. I spoke to the manager on duty Heather Townsend and asked what they were going to do about the water. She pretty much said nothing as there was no hot water. My daughter had spoken to other guests in the hotel who said they had hot water and let the manager know that. I said at least let us shower in another room. She asked the front desk if there’s a room available and they replied there was except it was dirty. She turned to me and said you’re welcome to shower in a dirty room. I said absolutely not. I then pointed out about the lack of breakfast, the moldy food, the broken showers that they should comp me and she was like not gonna happen. She told me I was welcome to leave the hotel. I proceeded to call the customer service hotline and made a formal complaint and when I followed up on my formal complaint, they said that they didn’t even have it. I had to file another one and he immediately said he would call the location and when he got back to me,he said they were cleaning a room for me to shower in - I have yet to hear from the front desk to let me know that I can shower anywhere. This has been the absolute worst experience!! If I could give a zero star...

I can’t say anything good about the hotel excepting that the hotel is brand new so everything is still in good shape, we arrived on the 3rd July at 10-11pm upon arrival we discovered that the hotel didn’t our reservation in the system the front desk agent had to call IHG reservation/customer line how ironically to confirm with them that we actually have a reservation for the dates we said the rooms we said and that was paid in full in advance, even after having these information the agent decided to keep us 1h or so in the lobby even after we kindly told him that we are exhausted been awake for 14-20h including some of us having to work that day before flying out so we ended up getting our room close to midnight or after midnight.

The agent told us there would be some kind of reimbursement for the inconvenience caused by their system error, saying he couldn’t give us a room until it was resolved even though IHG had confirmed everything. Still, we never received any reimbursement or follow-up resolution.

Now for the breakfast: on the first two mornings, there was minimal to no stock available. It seemed like whoever was in charge hadn’t planned for enough supplies over the weekend. If you weren’t there right at 6 a.m., you wouldn’t get what you wanted. They had bagels, but no cream cheese only butter because their delivery didn’t come until Sunday or Monday. Bacon was burned, cereal was either low or gone, and many other breakfast items were missing (I won’t list them all).

To top it off, we had to call the front desk every night to ask them to lower the loud outside music. They didn’t proactively do it out of respect for their guests, which made it hard to sleep.

Overall, I’d say avoid this hotel, or at the very least, don’t have high expectations when it comes to their system or customer service. I would not recommend staying here—even if it...

Our vehicle was stolen from the parking lot and and the hotel was zero help when it came down to reviewing the security camras! The first person was falling asleep at the front desk and really didn't know anything about everything. I had to wait for 3 other people, including 2 managers, and still couldn't figure out how to review the footage! Would be nice to know what time and direction my 100k car walked off

The breakfast wasn't stocked at all the 3 nights we were there very minimal options. The first 2 days, there was no milk, no bacon, no cereal or condiments. the third day was a little better, but I had to wait until 7 for everything to be ready, which isn't a big deal, but when they say its going to be ready at 6, it won't be.

The rooms aren't stocked for more than 1, maybe 2 nights when walking in, depending on how many people are staying. You will only have 1 roll of toilet paper, 2 towels, no extra blankets, or pillows. The pull out bed only had a sheet on it, so extra blankets and pillows would be nice for the kid. The pull out was also bent and not very stable. On top of that, the walls are thin enough that you will get noise complaints if you take a longer shower or happen to drop a bottle of shampoo on the floor.

Overall, it wasn't a pleasant experience and won't...