Holiday Inn Express La Mesa Near SDSU by IHG — Hotel in La Mesa

My family and I stayed at the Holiday Inn Express in La Mesa as IHG Rewards members. Unfortunately, this experience did not meet the standards we’ve come to expect from our past stays.

We were placed on the first floor, and the window to our room faced the back parking lot. For some reason, this area seemed to be a smoking spot for other patrons, and as a result, our room constantly smelled like cigarette smoke. It was a particularly hot day, and while we attempted to use the air conditioner to improve ventilation, it was not working—only the fan would run, which unfortunately just circulated the cigarette smell.

After an uncomfortable first night, I reported both the smoke issue and the broken AC to the front desk the next morning. I was told they were fully booked and unable to move us to a different room, so I made the decision to check out two days earlier than planned and find alternative accommodations.

Staff assured me maintenance would check the AC while we were out for the day. However, when we returned, it was clear the AC was still not functioning. I brought this to the front desk’s attention again, and they said maintenance would come by, but once again, when we got back later that night, there was no change. The air conditioning finally started working around 3 a.m.—far too late to improve our stay.

Upon checkout, Anna at the front desk asked how our stay was. I shared our experience, and she was very empathetic. She apologized and kindly waived the two-day parking fee, saving us $40, and said she would look into the issue further.

While I appreciate the gesture and Anna’s professionalism at checkout, the overall experience was disappointing and not what we’ve come to expect from an IHG property. I hope these issues are addressed for...

WARNING FALSE CHARGES ON CARD

I reserved a room for my brother and his girlfriend while they were going through a miscarriage. The point in me reserving the hotel was so they could relax and be within the same town. I paid for the room prior to their arrival using the app and called the hotel to ensure all charges were taken care of. I was assured that the parking fee and a hold for the room would be placed on his card upon checking in and that’s it.

During his stay, my brother was charged 4 times for $12.55. When he asked where the charges came from, he was told “I don’t know. They don’t show up on our end.” The charges were in his card from holiday inn though? He was also charged $110 for which he was told “oh those are probably state taxes” but the room was paid in full prior to his arrival? When he was checking out 3 receipts were printed but the desk assistant would only give him one - the one for the parking. When I called to ask for the receipt for the room, I was told it would be sent to me but it never was. I had to call IHG customer service who got with the hotel. After 3 days the hotel finally admitted the charges had no explanation and agreed to refund them. They finally uploaded a receipt, but it does not match the receipt I was emailed when I initially booked the room.

I got the money back, but they did not apologize for the stress nor reach out in any way to correct the issue. If it wasn’t for the IHG member line they would have kept the money they falsely charged. Thanks for adding stress to an already...

Came into town for a business training.

Upon arriving I was rather disappointed that I was charged 20 a day for parking that left me with limited choices. Feels like a junk fee. I had to park in the very back of the hotel that looked like a homeless encampment and was not feeling safe to walk at night. The entrance was blocked by employees that were smoking right next to the door and sign that clearly stated NO SMOKING. Upon entering the elevator was broken and was told to walk all the way around, then back to the far end once on my floor. The room was spacious and clean. The darkening curtains were a plus. However the drunk guests running down the hall and the delivery truck that was providing a delivery at 5am was intrusive to my sleep. I wanted to cancel the last day of my trip bc of these issues and when calling to front desk I was told I needed permission from the Manager, like I was a child.

After check out I saw my bill was higher then quoted. Upon speaking with the manager she was very kind and listened to my lack luster experience. I was not looking for a discount but just stating that I would not be returning in the future. Management acted professional and came across to truly care. That is what struck me the most. The genuine care in the hospitality arena.

Thank you IHG. I will return hoping for a better expeience. Rooms: 5 Service:...