Holiday Inn Express & Suites Moreno Valley - Riverside by IHG — Hotel in Moreno Valley

My wife and I are VERY unhappy with the listing and lack of service.

After checking in and entering the room, we immediately noticed that the room we were given was incorrect, so we returned to the service desk to be changed to the accommodations that were listed on the reservation. The front desk clerk stated that the listing and description of rooms available for the dates of our stay was incorrect. Booking.com listed that a 2-bedroom suite was available. We were informed that there are no 2-bedroom suites on the property and NO solution was proffered. The manager Ms Megan Garcia then approached the front desk. She restated what the front desk clerk informed us, apologized, and said that we were welcome to leave and go to a hotel that did provide what we were looking for but that she could not accommodate us. There was no attempt to try and assist with resolving the situation. She stated she would pass the information on due to the fact that she is going off duty and would readdress the issue in the morning, but that if needed she would be available by phone at anytime. While my wife and I were trying to contact Booking.com by both phone and the website, multiple calls were made by the staff, but she did not answer or return any phone calls. Both the front desk clerk and management reported to us that Booking.com was at fault for the listing misinformation on their website and that they (IHG Hilton) were not responsible for inaccurate information. When we finally spoke to someone on Bookings end on the webchat (Booking.com reported that the only information listed is received from the property.) There was a staunch refusal to assist us, the consumer, in any manner on both ends. We were even told by the manager that we are welcome to leave the facility after we had already checked in. The particular weekend was a graduation weekend and all properties contacted did not have any rooms available that would accommodate our initial reservation. On both ends there was zero customer service shown by either parties towards us (the paying customer). We feel like we were treated like we received Motel 6 service. Onsite management was not accessible throughout our stay. On several occasions when attempting to speak with the manager, we were informed that she was on the phone dealing with other room, consumer-related issues. Management and front desk staff did not have good listening skills, only hearing parts of the conversation that appealed to them. We were not informed of the COVID RULES AND REGULATIONS. Only as situations presented themselves were they mentioned, i.e., housekeeping (room cleaning), provision of additional towels, etc., and trash pickup. Upon specific request to have the room cleaned and linen changed, management had housekeeping come in and make up the beds. No trash or dirty linen was removed. When asked why, The front desk clerk informed me that it was entered in the computer that the only request made was to have the beds made. The clerk then stated, "You are welcome to bring the trash and linen down to the front desk." Who tells their consumer something like that?! The clerk then stated that the housekeeper (d/t COVID) could only enter the room when vacant. We then informed her that we would be out of the room for over 4 hours so our request could be performed. This was truly another inconvenience. We were provided a second floor room, and when opening the window for ventilation (cool mornings and evenings) it was observed that no screens were on the windows allowing for the potential of flying insects to enter the room. Housekeeping was very sparse and difficult to contact to request facial tissue, lotion, and bath soap (etc...) The COVID-related policies were not provided either verbally or written, causing confusion for the consumer. This information is essential as part of the check-in procedures to maintain safety, compliance, and healthy environment for both the patron and employees.

In summary, while the room was fairly pleasant, the overall experience was...

This was my first time staying at this hotel since I was visiting the area for a friend's event. Parking is easy and right upfront - but there's also parking on the side of the hotel and in the back. The front lot can get packed though - since it's shared by the restaurants/businesses in the area, as well as a Residence Inn next door. ||||I was cheerfully greeted upon entry by Brisas, who assisted me with check-in. She acknowledged my elite status with IHG, and was able to assist with my early check-in request. When I initially got to room #221 - I was happy to see I was upgraded to a King Suite with a sofa, but ran into some issues initially - the blackout curtain was down and immovable. When I lifted it to look at my view - I was greeted by the top of the hotel's porte-cochère, and an AC unit - so pretty much a "view" of the hotel entryway's roof. I went back downstairs and asked Brisas if she had something on a higher floor. She was happy to accommodate - but shared that the 4th floor rooms were still being cleaned and I wouldn't be able to check-in early. I figured the tradeoff was fine, and I'd just work on my laptop in their lobby while waiting. I rarely have to ask to be moved, but was pleased with how prompt my request was accommodated. ||||Kevan - (Brisas's wonderful colleague) picked up where Brisas left off as her shift ended before my new room was cleaned. Kevan was able to place me in room #425 - a King Standard room with a chaise lounge - perfectly placed by the large, picturesque window. I had a great panoramic view of the valley. The room was clean, crisp, and modern. There were plenty of outlets - both AC and USB ports - intuitively placed around the room. The workstation had a nice 3-stage lamp, which provided ample brightness when needed, as well as dim, "mood" lighting. This particular room comes with a microwave, mini fridge, and Keurig - not a Nespresso like the Intercontinentals, but a Keurig is still better than the drip coffeemakers a lot of other hotels in this category offers. Bed was super comfortable - not sure what other reviewers were complaining about when they said it was squeaky. My bed made no such noises. Thermostat works well and the A/C was able to get the room cool in no time - important, considering it was almost 100*F outside! ||||There is a pantry stocked with snacks, drinks, ice cream by the front desk where you can buy treats you might have forgotten to pack. The prices are fair considering the convenience - there is also a 76 Food Mart within walking distance and a Winco behind the hotel - also walkable - only because I didn't want to lose my awesome, front-of-the-hotel parking spot. ||||Complimentary breakfast served in the morning - decent selection of hot foods (eggs, sausage, potatoes), yogurt and toast. ||||Fitness Center is 24/7 - and the pool is decent sized - but no one was using it because it was hot as heck outside. ||||Overall, a great and enjoyable stay. What made it even more awesome were the front desk agents that assisted me during my visit - Brisas, Kevan, and Miguel. Kevan actually answered a ton of my questions about a week prior when I called because I'd never been to the area before and had a bunch of questions after reading some of the other reviews. The way Brisas handled my check-in and then my move request, and how Kevan completed that transaction - was flawless and they should both be commended for that. Miguel, the friendly and professional night clerk assisted me in the late evening when I bought ice cream and bottled drink from their convenient market pantry, as well as asked him some questions about the hotel. ||||I am impressed to see that Holiday Inn Express has upped their game. This could just be a newer property, but everything was very well put-together, and is easily one of the nicer HIE properties I've stayed at in...

WORST HOTEL I HAVE EVER STAYED AT!!!!!!!!!!!!!!!!!! A friend was hosting a party and organized a block of rooms. I booked a room and in the special comments, informed the hotel that I would have a service dog. I was told it wasn't an issue as long as it was a service dog. I have the paperwork from my therapist. I show up, get the key to my room. The first thing I noticed is that I got the room right off the elevator, which are typically the pet rooms. When I walked in, it smelled like a wet dog. It was the second most disgusting smelling room I have ever stayed in. The sheets also had a damp feel to them, and was very uncomfortable to sleep in. I decided to sleep without a blanket because it just felt heavy and damp. Throughout my stay, I witnessed NUMBEROUS homeless people charging their phones in the hotel outdoor plugs, which were located by the door. AND homeless people sleeping in the back smoke deck. And this isn't one or two homeless people. This is like 10 to 15 homeless people lurking around the hotel. The breakfast was the worst breakfast I have ever not eaten. The "microwaved egg" was so over done I now know what rubber eggs look and feel like in my mouth, because I spit out the food I put on my plate. In addition, all the food was cold, despite it being 7:30 in the morning. I took one bite of my eggs and said to myself, I don't' have time for food poising. And so did several of the group member I was with. And this was the theme of the breakfast the entire weekend. Inedible and straight disgusting...I wouldn't even feed it a homeless dog. For example: There was a red residue on half of the boiled eggs on Saturday. I elected not to grab one. I came back for breakfast on Sunday around 10:00 am......same boiled eggs with the red residue. Can someone call the health inspector? What do you have in your kitchen that would make a boiled egg turn red? Your kitchen needs to be shut down and your whole hotel needs training. In addition, despite our party bringing several dollars to your hotel, they kept trying to kick all of us out for using the lodge area. Like, you knew almost a year in advance we all were coming. Very rude and disrespectful. When I checked out, they charged me for a pet fee, despite me informing the font desk that it was a service pet during the weekend, and putting it on my reservation. And they didn't do it or inform me they were going to charge me until after I checked out, and they though I had left the hotel for good. When I asked them why they charged my card $190, they said it was because of my pet. I told them it was a service dog and I actually have papers to have him from a therapist. They refused to removed the charge and told me that I would need to speak to a manager. Bottom line, if you care and value your family, go some where else. frfr. I have never in my life had to deal with such unprofessionalism. After giving me attitude about my dog, they kicked me out 5 minutes after turning in my room key "for cussing" because I told them that charging me for a service dog was bulls*, and that I would be writing a review about how trash a this hotel was, including their trash a** breakfast. Honestly, hold yourself to a higher standard and flee. Cause in no shape, way, or form, is this hotel worth...