Holiday Inn Express & Suites Loma Linda- San Bernardino S by IHG — Hotel in Loma Linda

To whom it may concern,

At my recent stay at Holiday Inn Express Loma Linda, CA on 10/5/20-10/7/20, I was very disappointed to see the condition of this hotel that I booked that was portrayed much differently in photos and did not seem to abide by the IHG cleanliness standards in response to COVID.

For one, at multiple occasions I witnessed inside staff not wearing masks, not even a mask to be seen present on the person. This was mainly the cleaning staff I’m guessing, as both times the person was pushing a laundry cart of some sort but they were in civilian clothing, no uniform. Also, when going to the front desk, a gentleman there had his mask down while talking to another front desk woman. When I approached he fortunately put on his mask, but even so they should be wearing masks around each other. The one staff member I saw wearing a mask multiple times, was the outside maintenance gentleman, and he was by himself. I have also seen multiple guests (almost all that I have seen actually) enter the hotel with no masks and no one says anything to them. I’m forced to walk by them in the hallways though, with them not abiding by the signs posted.

In addition to this, I have noticed some shifty hotel guests that arrive through the back entrance unable to get in, and I happen to be leaving at this time and they ask to be let in. This happened to me on 3 occasions, different guests each time. None of these guests were wearing masks, yet they wanted me to open the door for them.

The exterior of this hotel is littered with cigarette butts and dog poop. Also these shifty guests that have arrived just dump their fast food trash on the sidewalk. The outdoor maintenance guy was doing his job and picking up trash but I can imagine it must be impossible for him to keep up with this due to all of the littering going on.

Based on all of these disappointments, it doesn’t seem that this hotel should be open during the COVID 19 pandemic as it does not seem to meet ordinary cleaning standards and the state of CA mask ordinance. As an IHG member this is the first email I have sent like this so know that this is unusual to see at these properties. I highly recommend that these changes be enforced. In addition, the front desk female receptionist has no customer service skills whatsoever and anytime I needed anything it seemed like a burden to her.

I will be sending this to IHG corporate as well because I am deeply concerned about what I experienced and thought it should be known.

Copy of an email I wrote to the hotel manager last week, which never...

This morning, my partner, our 4-year-old daughter, our dog, and I went down to enjoy what we expected to be a peaceful breakfast at the Holiday Inn Express & Suites Loma Linda-San Bernardino S by IHG. Unfortunately, our experience was anything but that.

While we were eating, we witnessed a troubling situation unfold. Two staff members were working hard to keep everything clean and well-stocked. One of the women, who was very kind and mainly spoke Spanish, was the one replenishing the food. I could understand what she was saying and saw she was doing her best to manage things.

Suddenly, a man who appeared to come from outside — not a guest — entered and began serving himself food. The staff member approached him and politely told him that he was not allowed to do that, and that she could get in trouble with her boss. He ignored her, continued helping himself, and the situation escalated. They were so close at one point, it looked like he was pushing past her to continue getting food.

From what I understood, the man lives on the streets and does this often. This made me extremely concerned for several reasons. First, the physical closeness between them was alarming — he could have harmed her. Second, this happened right in front of my family, including my toddler. I had to distract and shield her from what felt like a potentially dangerous encounter. And third, in an area where fentanyl use is a real risk, we have no way of knowing what was on his hands — and he had direct contact with the same serving utensils we all use. That thought alone made me stop my family from eating, and we chose to get food elsewhere.

This is absolutely a security issue, not something hotel staff should be handling alone. If this is something management is aware of, it is completely unacceptable that nothing has been done to ensure the safety of guests and employees. The staff member later told me she was scared, not just for herself during the moment, but after work — fearing that he may follow or harm her later. She even said she felt physically unwell from the stress.

I truly hope Holiday Inn takes this seriously before something worse happens. Safety is not optional — it’s a responsibility. We were shaken, embarrassed, and disturbed. Most of all, I now have to explain this to my daughter, who should never have had to witness anything like that during what was supposed to be a...

We are writing to formally express our profound dissatisfaction with the service and accommodations received during our recent stay. We experienced a significant delay, approximately one hour, in addressing the malfunctioning air conditioning unit in our assigned room. Upon raising the issue with an employee identified as Andrea, we were initially informed that a maintenance technician was en route, yet the individual failed to arrive. When a technician eventually arrived, communication was hindered due to a language barrier, which we consider unacceptable for customer-facing service roles. They finally moved me rooms because it was "available "how can there no rooms be available at 430 in the afternoon and there's only 10 cars in the parking lot. Furthermore, we were dissatisfied with the room assignment and its condition. The room, which was handicap-accessible, was located on the first floor immediately adjacent to the laundry facilities. Given the necessity of having a room, we occupied the unit despite the air conditioning being barely functional. Adding to our discomfort, the room had a persistent odor of cigarette smoke, necessitating that we clean the air filter ourselves. When inquiring with Ms. Andrea about alternative accommodations, she stated that the assigned room was the only option available. Her response lacked apology and was perceived as rude and unhelpful. The combination of the poorly maintained room and the employee's demeanor leads us to suspect the room assignment was an act of discourtesy. As a result of this substandard experience, we intend to cancel our membership and will seek accommodations at a different partner hotel...