Holiday Inn Express & Suites San Dimas by IHG — Hotel in San Dimas

I have stayed at this property multiple times over the years. Each stay I never experienced any issues and had no reason to complain. ||My most recent stay however was much different. The check in process was smooth and as expected. Over the course of the my stay for the next three days the experience would be much different. ||The simplest of things became a chore, for example having room keys that worked for more than one day at a time. Everyday I would have to go to the Front Desk to have new keys made (on one day multiple trips were made for keys) in order to gain access to my room. I am a business travel and am on the road 75% of the year so I am fully aware to keep my room keys away from my phone and so on. ||As I mentioned before I am a business traveler so things such as WiFi are important to me. While trying to conduct some work the WiFi was a huge issue with it being intermittent and spotty at best. When I need to print a short two page report in the Business Center, the one and only printer was non-operational. This was a huge inconvenience to say the least and falls well short of IHG expectations. ||I used attempted to use the gym which is a guest room that has been converted and seems to be a bit outdated but that really was not an issue for me as I tend to only use the treadmill. These property has two treadmills available. Shortly after starting my routine the power to the entire gym went out. After speaking with an older gentleman who was part of the maintenance department I found out this happens quite often. Since my exercise routine had been cut short due to no power I decided to use the pool and spa. That was a short lived idea once I saw the condition of the pool and spa. Their was a lot of debris in both the pool and spa and the water appeared milky. ||With that being said I really didn't think things could get any worse. I was wrong!! Their were multiple people who appeared to be homeless / transit type people in the area including within the property itself. One of these individuals was extremely aggressive in the Lobby area toward the Front Desk staff which made me feel very nervous and unsafe. I would highly suggest to them to hire some sort of Security Staff.||Other issues that I encountered during my stay were not being able to get ice from either of the two ice machines at the property. Both of them appeared to be out of order. I did contact the Front Desk at one point due to my T.V. not working. Within a reasonable amount of time a Maintenance Person arrived at my room and was able to correct the issue. ||Of general note the breakfast is what you would expect from a Holiday Inn Express.||The only redeeming factor for this property at this point is the STAFF!! Everyone I encountered from the Front Desk to the Housekeepers to the Breakfast Attendant were extremely friendly. They all went above and beyond to try to correct any issues I had and make my stay as pleasant as possible. To be honest if it was not for the staff of this property I would of rated it a one (1) out of five (5).||My overall opinion of this property is that I would not recommend it to any of my friends, family or co-workers. It is quite clear that ownership has completely given up on this property and no longer value the safety or overall experience of their loyal reward members (Currently Diamond Level Member). Very disappointed in my experience and will look at other hotel options in the area for my...

I have stayed at this property multiple times over the years. Each stay I never experienced any issues and had no reason to complain. ||My most recent stay however was much different. The check in process was smooth and as expected. Over the course of the my stay for the next three days the experience would be much different. ||The simplest of things became a chore, for example having room keys that worked for more than one day at a time. Everyday I would have to go to the Front Desk to have new keys made (on one day multiple trips were made for keys) in order to gain access to my room. I am a business travel and am on the road 75% of the year so I am fully aware to keep my room keys away from my phone and so on. ||As I mentioned before I am a business traveler so things such as WiFi are important to me. While trying to conduct some work the WiFi was a huge issue with it being intermittent and spotty at best. When I need to print a short two page report in the Business Center, the one and only printer was non-operational. This was a huge inconvenience to say the least and falls well short of IHG expectations. ||I used attempted to use the gym which is a guest room that has been converted and seems to be a bit outdated but that really was not an issue for me as I tend to only use the treadmill. These property has two treadmills available. Shortly after starting my routine the power to the entire gym went out. After speaking with an older gentleman who was part of the maintenance department I found out this happens quite often. Since my exercise routine had been cut short due to no power I decided to use the pool and spa. That was a short lived idea once I saw the condition of the pool and spa. Their was a lot of debris in both the pool and spa and the water appeared milky. ||With that being said I really didn't think things could get any worse. I was wrong!! Their were multiple people who appeared to be homeless / transit type people in the area including within the property itself. One of these individuals was extremely aggressive in the Lobby area toward the Front Desk staff which made me feel very nervous and unsafe. I would highly suggest to them to hire some sort of Security Staff.||Other issues that I encountered during my stay were not being able to get ice from either of the two ice machines at the property. Both of them appeared to be out of order. I did contact the Front Desk at one point due to my T.V. not working. Within a reasonable amount of time a Maintenance Person arrived at my room and was able to correct the issue. ||Of general note the breakfast is what you would expect from a Holiday Inn Express.||The only redeeming factor for this property at this point is the STAFF!! Everyone I encountered from the Front Desk to the Housekeepers to the Breakfast Attendant were extremely friendly. They all went above and beyond to try to correct any issues I had and make my stay as pleasant as possible. To be honest if it was not for the staff of this property I would of rated it a one (1) out of five (5).||My overall opinion of this property is that I would not recommend it to any of my friends, family or co-workers. It is quite clear that ownership has completely given up on this property and no longer value the safety or overall experience of their loyal reward members (Currently Diamond Level Member). Very disappointed in my experience and will look at other hotel options in the area for my...

We booked a stay at this property for a double room. My son was very sick and our a/c was broken during a heatwave so we were trying to get some relief from the heat. I booked the room with my credit card which gives me reward points, which I know comes with issues. When we arrived, they said our reservation was for a King bedroom. I showed the manager the email confirmation that I received showing a double room - since my son was sick, I did not want to share a bed with him. He said they could not honor the double room because the reservation indicated a king bed. I asked if they were full, which is understandable if they didn't have any more double beds. However, the manager said they were not full, they just could not switch us if the reservation indicated a king bed. I've traveled to many IHG facilities and have been a member for years. It seems to be general hospitality rules to be able to honor a guest's reservation, but NOT at this property. I would never expect an upgrade, but to not honor the reservation that a guest paid??? We ended up leaving and going to another hotel which was incredibly kind and welcoming. I called IHG the next day to report the experience we had. The representative stated that in their notes from the property, the manager indicated he offered us a double room if we paid the difference. We were never offered this! He flat-out lied, knowing that turning a guest away for an error that was not made by the guest, was a mistake on his part. This property was unlike any other IGH property that we've ever stayed at and needs proper training in hospitality management and customer service. DO NOT STAY HERE! If there is a mistake, you will be the one paying the...