Holiday Inn Express Mira Mesa-San Diego — Hotel in San Diego

I am very dissatisfied with my stay at this hotel and equally dissatisfied with how I was treated with an employee named Richard but mostly how poorly I was treated by the General Manager, Oussana.

We checked in the afternoon of May 28th, 2018 which went well. However, when we returned to our hotel on Tuesday, May 29th, 2018 at roughly 4:00 pm or a little later our hotel room still was not cleaned and organized. It was filthy. It was extremely disappointing as my family and me were out sightseeing all day and wanted to come back and relax. I had my two young children with me and I wanted them to take a nap but because our room was not cleaned we could not do that as it would have been interrupted by the cleaning personnel. I tried to call down several times to the front desk and after about 20 minutes Richard called me back and I advised him our room was not clean. He told me that our room was not a priority because we were staying multiple days and the other rooms were priority for people who were just coming in. I was appalled by that response. I had to send my husband down to the front desk and finally after about 30 minutes they got the hotel personnel in there to clean up. They did not do a thorough job. There were wrappers on the floor. There were crumbs on the nightstands on the desk etc. The job was subpar at best. This was also reported to Richard.

On Wednesday, May 30th, we returned to our hotel again exhausted from a day of sightseeing. We desperately wanted to take a nap. However, once we got in our room we heard pounding and grinding from the remodeling. I booked my hotel on January 18, 2018 and the website DID NOT post anything about a remodel until after that. We again went downstairs and had to deal with Richard. We asked how long this was going to go on and he stated until 6 pm. We were very upset. Richard did not offer us anything - not to move us - not to refund our money for that nights stay. All we felt we could do is leave.

After we checked out I called your hotel hotline to open up a case. I had to call several times before I got any call backs from your team. I also had to call and leave several message for Oussana, the general manager. Oussana called me back on Monday, June 4th, 2018. He was so rude. He advised me he would not refund my money and stated he understood my frustration but there was nothing he could do. I was so upset after my conversation with him I was almost in tears. I don't understand why he would not at the very minimum refund me for the two lousy nights we had at that hotel. He had no empathy and no compassion with families who our out of town traveling with young ones and needing time to recoup and relax.

I would not recommend this hotel to anyone. I would however recommend that you relieve Oussana of his job duties and find someone that is a people person and who has compassion and empathy for their guests and treats them like human beings.

When people pay to stay at a hotel they expect good solid accommodations. They don't expect to not be able to rest or relax.

When I spoke with Mario from the hotel over the weekend while Oussana was out he offered me points as part of your IHG club. I told him the points would not do me any good as I was not part of the club. At no point did Mario tell me how to become a member. When I spoke with Oussana on Monday he didn't even offer me points. He offered me nothing but Mario told me he spoke with Oussana and Oussana stated that offering points is all they could do.

It is a great shame that the IHG or Holiday Inn Express has a general manager like Oussana as the face person to the public. He was absolutely dreadful to deal with.

I have a reservation tentatively settled in August with a Holiday Inn Express in Stevens Point, WI; however, I will gladly cancel my reservation and never do business with any Holiday Inns if there is how you all do business when you customer...

My expectations for any hix property is very basic. Basic clean rooms, free parking, free wifi, and free breakfast. We got a clean room* and free wifi but it all ends there. Some end up surprising you, others are pretty much standard, and then there are properties like this which makes you question your decision to even book it.

First issue: Parking. This property shared a lot with another budget hotel. It’s all good if you find a spot before 4pm, but when we left to go to dinner and came back around midnight, all parking spots have been taken. Even the ones that will have you walk in a seriously dark and dodgy area. When we asked the front desk what our options were, the front desk lady said and I quote: “I honestly don’t know, I’m new here.” We were forced to park in the last empty disabled spot and moved our car as early as we can the next morning.

Second issue: Room. While the room was clean, we only got one (!) bath towel on our first night. When we asked the front desk for more, they said they had NONE. They also told us the housekeeping people all left early so we’re out of luck and whoever was on duty that night as even saying they will get all "s#!4" the from customers because of housekeeping and it sucks. Of course I forced my husband to keep at it until they give us towels. I think they ended up borrowing some from the property next door. Also, on our second night, the shower drain was draining water very, very slowly to the point of overflowing. My guess is that the drain needed to be cleaned daily (it’s one of those modern drains) but they didn’t, hence the poor drainage.

Third issue: Breakfast. Pretty much nonexistent for the 2 mornings we were there. First morning, lady said they didn’t get deliveries that’s why they were out at 8am. Came back 30mins later and there was SOME food so I was able to get 1 sausage and 1 toast. Husband went down at 9am and they were completely out of food with no signs of refilling anything. On the second morning, they were completely out of food by 8am. When we went down 30mins later, they were still out. The same lady said they didn’t get deliveries (again). I feel pretty bad for her because it’s one person working in that kitchen trying to feed a full hotel. But it was 830 am and you’re saying you’re out of food? I think overall this is a management issue.

Nuances: No acknowledgement of status, very unprofessional night staff, and even the morning staff people seemed unfriendly and to be honest, I don’t think any of these people wanted to be working there. I was waiting for the guy at checkout to ask me how my stay was but it was an empty, “you’re all set have a good day”. It screams of mismanagement, and IHG should be ashamed to put their brand on...

My expectations for any hix property is very basic. Basic clean rooms, free parking, free wifi, and free breakfast. We got a clean room* and free wifi but it all ends there. Some end up surprising you, others are pretty much standard, and then there are properties like this which makes you question your decision to even book it.

First issue: Parking. This property shared a lot with another budget hotel. It’s all good if you find a spot before 4pm, but when we left to go to dinner and came back around midnight, all parking spots have been taken. Even the ones that will have you walk in a seriously dark and dodgy area. When we asked the front desk what our options were, the front desk lady said and I quote: “I honestly don’t know, I’m new here.” We were forced to park in the last empty disabled spot and moved our car as early as we can the next morning.

Second issue: Room. While the room was clean, we only got one (!) bath towel on our first night. When we asked the front desk for more, they said they had NONE. They also told us the housekeeping people all left early so we’re out of luck and whoever was on duty that night as even saying they will get all "s#!4" the from customers because of housekeeping and it sucks. Of course I forced my husband to keep at it until they give us towels. I think they ended up borrowing some from the property next door. Also, on our second night, the shower drain was draining water very, very slowly to the point of overflowing. My guess is that the drain needed to be cleaned daily (it’s one of those modern drains) but they didn’t, hence the poor drainage.

Third issue: Breakfast. Pretty much nonexistent for the 2 mornings we were there. First morning, lady said they didn’t get deliveries that’s why they were out at 8am. Came back 30mins later and there was SOME food so I was able to get 1 sausage and 1 toast. Husband went down at 9am and they were completely out of food with no signs of refilling anything. On the second morning, they were completely out of food by 8am. When we went down 30mins later, they were still out. The same lady said they didn’t get deliveries (again). I feel pretty bad for her because it’s one person working in that kitchen trying to feed a full hotel. But it was 830 am and you’re saying you’re out of food? I think overall this is a management issue.

Nuances: No acknowledgement of status, very unprofessional night staff, and even the morning staff people seemed unfriendly and to be honest, I don’t think any of these people wanted to be working there. I was waiting for the guy at checkout to ask me how my stay was but it was an empty, “you’re all set have a good day”. It screams of mismanagement, and IHG should be ashamed to put their brand on...