Holiday Inn Express & Suites Sacramento Airport Natomas by IHG — Hotel in Sacramento

I recently stayed at Holiday Inn Express & Suites – Sacramento Airport Natomas and unfortunately, my experience was far from satisfactory. From the moment I arrived, there were issues that made my stay uncomfortable and frustrating.

First, the room itself was a major disappointment. It was not clean very well when I arrived and there were black spots on the tile floor, and it did not look like it was cleaned properly. We also tried to get hot water in our room from the sink and shower, and it took a long time. We had to let the hot water run over ten minutes until it was of a sufficient temperature to take a hot shower.

Secondly, during our stay we requested the room to be cleaned the night before, and the room was not cleaned and when we asked why, the hotel staff replied, “we are too busy to clean all the rooms and did not the staff available to clean the rooms.” We requested that we at least get our towels replaced and the trash emptied, and this took many hours to get a staff member to come to our room to assist us with the fresh towels and disposal of our trash.

Our room was equipped with an occupancy sensor that turned the light over the lavatory on. We tried to turn it off as every time we got up during the night the light would turn on and we had to shut it off manually. This was very inconvenient as it woke up everyone in the room and we could not disable the light during nighttime hours. Sometimes during the day, the light would not come on and we had to turn the light on manually.

We regularly stay at Holiday Inn Express and Suites due to the breakfast items available. During this time, we had eggs and hot food items that were cold just after just coming out of the kitchen. Also, there were very limited fruit items, and no bananas.

Customer service was unhelpful throughout my stay. When I raised concerns, the staff were either dismissive or offered vague apologies without taking any real action.

We expected a much higher standard as we are Dimond Club Members, and we have never experienced this much inconvenience at a Holiday Inn Express in our recent memory. I understand that no hotel is perfect, but basic cleanliness, hospitality, and maintenance should not be negotiable.

I do not recommend staying at this location and will not be returning...

Worst service I have ever received at any IHG HIE hotel. When we first checked in, there was some mud in the entry way, some of it was from us as we dropped some plant dirt. We offered to clean it up and the FD staff got us the broom and dustpan and watched us clean up the mess (we are more than happy to help but it was very unusual). Upon check out, I asked for the receipts; however, was not given any, and explained it away that I would receive one from Expedia instead, assuming the person couldn't give me an itemized receipt. After I checked out, I called three times to try to get a receipt as I selected to pay at hotel on Expedia (so Expedia didn't have my receipt). On the fourth call, I was able to get someone to send me the receipts. However, I then noticed that one of the receipts only showed the credit card charge and not the room charges which would not be an acceptable receipt for reimbursement. I called back a fifth time today for them to send me a receipt with all of the correct charges (not only the cc charge). I then received a receipt for a room that I stayed in for one night which was charged as a no-show rather than occupied. This receipt also would not be accepted for reimbursement considering it says "No Show." While on the phone, I asked the gentleman to rectify these charges on my receipt and explained how to do so. The gentleman at the front desk was unable to do so and asked me to call back. The manager at this hotel is either exceptional poor at training, or could careless about the service his employees are providing. While the employee tonight seemed fairly competent and kind, he was entirely unwilling to go above and beyond to alleviate my workload by either calling the manager, sending the manager an email on my behalf, or amending the folio charges for me. Instead he asked me to call back when the manager was available (M-F business hours, which is when I am working). In all of my experience using HIE hotels with IHG, I have never had such an issue with receipts, charges, and employee dedication to the values of the company. I hope the manager sees this message and places his employees through more comprehensive training for the sake of the future satisfaction of guests...

My daughter plays travel softball which often means games Saturday and Sunday. We live in Tracy and booked a room for one night so we could get a feel on if we needed the room for another night. The main lobby was spotless and our check in was great. We are IHG card holders our perk was three free waters, not much of a perk but hey it was something. We booked a room that was oversized and it was great! The size and layout were roomie enough that my family didn't feel like we were crowded with all of our suitcases and softball gear, wagon, chairs ect.

Our room was very clean, we had two queen beds, a love seat, two chairs on wheels and a foot rest. The foot rest had some stains on it but its a foot rest. The bathroom area was very clean all the towels were white with no stain, not the softest but they looked clean. Our mattress wasn't the best but the bedding was nice and soft no stains.

The only thing in our experience that kept it from being excellent is there was a roach in our bathroom when we first arrived. Our room was on ground level and its California, I know these little critters can be hiding anywhere, I just don't wanna see them. Seeing that grossed me out for sure. We didn't say anything to the front desk but if we had seen a 2nd one we were going to the front desk for a new room. Luckily we only saw one.

The one other thing that was a little annoying was when we had decided to see if we could rent the room for another night my husband went to the front desk, but because I had made the reservation they wouldn't let him do it. We both have IHG cards with our names on them for the same account. It was just annoying I had to stop getting ready and do it. The women at the front desk was really nice...