Holiday Inn Express Madera-Yosemite Park Area by IHG — Hotel in Madera

As a spire member, I stay at many IGH properties each year. This is one IHG property I will avoid in the future, and they managed to make me upset enough I am reconsidering my future loyalty to IHG.

Did not recognize Spire status.

Did not offer welcome points.

Room was in need of an update.

Breakfast area crowded, and not terribly clean.

They decided to cancel my reservation because they tried to run a credit card that had been stolen and when they couldn't reach me decided to go ahead and cancel. The did tell me they had already contacted guest relations though...so consider this logic. If I was going to be a no show, there was no need to contact guest relations because I would have never known they canceled it. By contacting guest relations they acknowledged they still though I might show up. Given the number of nights I stay at IHG properties then, they should have waited for me to arrive and correct the credit card number issue. (Couldn't reach me because I was in an area with no cell service for a memorial service). They of course would not have known this, but should have given me the benefit of the doubt.

Worst part though, was the front desk staff member, flat out did not care one way or the other. Was completely indifferent to the issue and tried to tell me she would have to charge the rack rate since she had already canceled the original reservation. She did re-instate the reservation at the original price after discussion, but I believe it was primarily because I was likely already paying the rack rate given the rate was much higher than at any other HIE I typically stay at.

I could accept the construction, and the room in need of an update, as presumably that is why the construction was going on. I can accept that perhaps the construction was also why the breakfast area was so poor, and the pool was apparently closed, but I can NOT accept the utter contempt for me as a customer the employee displayed when telling me she had cancelled the reservation. Complete lack of empathy, warmth, concern, understanding I was at a memorial service, etc.

I hope this property get's it act together because after the renovation it should be nice, and it is in a...

As a frequent customer of this particular hotel (I probably stay at this hotel once a month and 10-months per year), I was less than satisfied at my most recent stay. I knew I was going to be late to check-in, so I called the front desk at 10:30 PM on the day of my reservation to let them know. I spoke to Margarita and I told her I would likely be checking in between midnight and 12:30 AM. I asked her if she could please set the temperature for my room to 70 degrees. She said she would take care of it. When I arrived at the hotel, Margarita was still there, even though her counterpart had began his shift and hers had recently ended. I was given a room assignment (reserved a double queen room for my son and I who were traveling together). The room key did not work, so I returned to the front desk and was provided another set of cards. These didn't work either, so back downstairs to the front desk again. I suggested to both of the staff that I suspected someone was in the room since the card reader flashed green before flashing red, indicating the deadbolt was engaged. I was shocked to watch Margarita pick up the phone and dial the room at this time of night. Someone else was in the room and I overheard her speaking to them to determine that the day shift had moved this guest from another room assignment earlier in the day. Obviously, this is concerning that the staff is not communicating between shifts and doesn't know which rooms are occupied. It was obvious that Margarita did not perform the room check and temperature adjustment ahead of my arrival, otherwise she would surely have known the room I was assigned was otherwise occupied. I was assigned an alternative room with King bed and pull-out sofa sleeper. While I was grateful to have a room for the night, the level of comfort between a standard queen bed and a pull-out sofa-bed is night and day and contributed to my being less...

My family and I were tired after driving from Georgia to California while stopping at a hotel which I want mention their names that the manager later admitted he knew it was dirty, missing towels and face cloths for which we had to go and retrieve from the front desk. Eventually they gave us a reduced price the next morning. However when we got to Fresno California around 9pm and started looking for a hotel we decided to give Holiday Inn a try in Madera. The clerk was friendly and excited to see us, encouraged me to sign up for their points program. The room was huge suite, because we needed two queen beds but we were offered the only room available was a king and a pull out couch. However as we traveled back to Georgia we began looking only for Holiday Inns. The nicest one was in salt lake city for the same price we paid in Madera but far more plush with real breakfast brought to table by a waitress. When we arrived at night we ordered a pizza from their inside bar the kitchen was closed due to early renovations but the bartender went out of her way to contact the kitchen staff and got us a hot pizza now that's service in Salt Lake City. The other Holiday inns have the same breakfast choice which was ok but the eggs remind me of Army MRE's. Some Hotels were a challenge to find because some are a mile or two from the exits. As a family of color my experience over the years at some hotels have been very negative and demeaning but for the first time at the Holiday Inns we felt like humans yes ambassadors. Thanks for the wonderful experience. Yes we made it back home safely with smiles to last...