Holiday Inn Express & Suites San Jose Airport, an IHG Hotel — Hotel in San Jose

My family and I reserved this room for the sake of going to a funeral for our family member who tragically passed at a young age. The purpose of us acquiring the room was to not burden our family members who are the parents of the deceased and unfortunately, we still did based off the negligent, insensitive, and grudging nature of the holiday inn express associates.

The first night we were placed in the wrong room. According to our reservation, we had 2 queen beds and a sofa bed. We didn’t get a room with a sofa bed and when we brought this up to the night shift staff, as we returned from the funeral service in the evening, they immediately met us with a disgruntled and unwilling attitude to accommodate us. They refused to put us in the correct room for the night and two of us were forced to sleep on the floor- with towels and makeshift pillows might I add since they were also opposed to giving them to us.

The second day, we spoke to another associate at the front desk who placed us in the correct room however that same employee, boorishly demanded from us to fill out an authorization form that would include us printing our credit card information on it. I shared I was uncomfortable with sharing my credit card information on paper as it could be accessed whenever (also my credit card information was already on file since I booked online) and the associate (who may be a manager- you can check the time sheet for the 3pm front desk workers) pulls out a large binder and begins to show me filled forms with credit card information and ID pictures of other guests. After seeing that he wasn’t protective of guest information and shared it with complete strangers recklessly, I told him that I will not write out my card information as I didn’t feel comfortable and submitted the form back to him with the other information requested on it filled. We later return to the hotel from one of the memorial services that day and ask for the blankets as we weren’t provided any for the sofa bed that we were changed into earlier that day. The night shift employees refused to give us blankets once again with the excuse that “housekeeping is unavailable” even though we physically walked down to retrieve it ourselves (they refused to deliver anything to us throughout our entire stay).

The third day, after returning from the burial service around 4pm, we head to our room to prepare for the candle light vigil that would be held two hours later with hopes of showering, charging our phones, finishing a work meeting, and changing. However, the hotel completely lost all power and so we were unable to do all these things. When we went downstairs to share our concern with being unable to shower or get ready as we would be in complete darkness with no electricity for our tools, the front desk person nonchalantly tells us to “go to a Starbucks” and get ready there. Later that night when we returned from the vigil, the same manager who asked for me to print my credit card information on a piece of paper (which I submitted to him that same moment with the other info requested), hostilely approaches us and accuses us of not submitting the paper. Considering his deep negligence, I was relieved that I didn’t follow his urging to print our credit card information down bearing in mind that he had already misplaced it within 24hrs. He then demanded that we, at midnight, go wake our grieving mother from her sleep to come down and fill out the very paperwork he had lost previously. A sorry would have cut it but he decided to be aggressive, inconsiderate, and belligerent which left us even more disturbed after a long day of mourning our deceased cousin.

As the purpose of our trip was to remove the burden of housing us from the parents of the bereaved, we were greatly frustrated with the constant disappointment we received at the hands of the holiday inn express San Jose airport staff as we ended up having to burden our family instead during this trying time. Imagine losing a child and because of a hotel’s gross negligence and inability to deliver the bare minimum, having to now house and cater to guests. This experience with holiday inn made a hard, mentally, emotionally, and physically draining situation much worse and my family will never stay with the hotel ever again. We really just wanted a room to recoup, wash up and sleep- but that was too difficult for the holiday inn express SJ airport location. Might I add that we are not the only guests at this hotel who have faced this same disgruntled experience during our stay. Multiple people have already received their refunds from their booking agencies because of these very same reasons. After speaking with the supervisor during our checkout, I made sure to share all the trouble his subordinates gave us and he was more worried about his bottom line and selfishly asked us to “consider being in his shoes”. He also mentioned that the behavior of the employees “were an embarrassment” but I refuse to bear the responsibility for his inability to manage and train his employees properly or schedule adequately.

We are expecting a full refund for all the unnecessary trouble, harsh behavior, and exasperated experience we had...

I had reserved a double queen bed accessible room. When I checked in and got to the room I found that the beds were not an accessible height, so I called down to the front desk to ask if there was ANYBODY that could help me lower the bed. The direct response was "NO, No one is available". Then I suggested, maybe another room is available. To which the desk agent replied "maybe" meet me at this other room. As we enter the room the mini fridge was not plugged in or sitting in its correct position in the cubby hole, it was actually sitting out of that cubby hole. As being in a wheelchair myself I could not get by this refrigerator, when I made that obvious to the desk agent he said let me push this out of the way. After looking at the new room which was a king bed he suggested we could put a roll away in here as well. I agreed to the room change and went to gather my things along with the rest of my family. As the desk agent and I were riding down the elevator, his attempt at empathy was very poor as he says, "oh I remember when I was in a wheelchair when my ankle was hurt", and my reply was oh wow, I've been in a wheelchair for 15 years and I'm never getting out of it. (Never try to empathize with a person who has a disability as you do not know what their disability is). I had asked the desk agent if there were any other accommodations that could be made. His reply to me was "well maybe you could go next door to the other hotel, and maybe they can make an accommodation for you". Mind you the hotel next door was a direct competitor. I am a part of the IHG rewards program and had used my points to book this room. As a dedicated program member I do not want to be told by the desk agent to go somewhere else and pay for another room if they cannot make an accommodation for me. I explained to the young man that I did not want to do that and that I would take the king bed room and try and make it work. After I exchange the old keys for the new room the desk agent asks me, "just tell me if you need that rollaway or not". My bewildered reply was yes I will be needing the roll away (as we had just had the conversation of needing a roll away). I can continue on with the continued missteps for customer satisfaction in dealing with the hotel staff and especially with the setup of the rollaway bed, but allow me to get to the best part of this poo tastic experience. In preparing to turn in for the night after using the toilet and going to flush it I noticed that it had flushed very slowly. At least it went down. Then the next morning a family member began to shower and realized that not only was the toilet backing up into the bathroom but also backing up through the drain of the bathroom itself and the drain of the shower. My family and I quickly gathered our things and vacated the room. I did go down to the front desk and report the issue, I gave my name, number, and email for someone from management to contact me as I was on my way to check in for a flight to leave. I did hear back from the hotel director who was very apologetic, and has also offered to refund the points used for booking the room. It is now a week later and I haven't heard anything else. I have come to learn that this is a brand new hotel and they are opening the floors slowly so I'm sure the backup was due to construction dust or what have you. But the raw sewage and poor service from the hotel staff not only disappointed my family, but left me extremely disappointed as a frequent traveler for IHG. I hope these issues are addressed and I wish this hotel good luck...

The hotel is in a great location and it's a newer hotel. The rooms are clean and beds are comfortable and a decent amount of space. The rate is lower than hotels in the area. Free hotel shuttle, I've never needed to use it.

Unfortunately there's so many cons and this is my 3rd time staying with them because I wanted to give them a chance to fix issues as it's a newer hotel.

I'm a platinum elite member, but they do not care of your status. They told me I could call the morning of my check in to question early check-in and free upgrade due to being a platinum elite member. I called at 7 am on day of check-in and they told me they couldn't do anything until I show up to check-in and the soonest I could check-in was at noon. When I checked in, they said all the rooms were the same so there's no upgrade available. But, there's actually a bigger room with a balcony.

A short time after we checked in and in our room, a man opened our door and almost walked in. He was also assigned to my room. Front desk said it was a computer glitch. I don't know how that could happen. My wife was in the room alone at that time. That's a security issue. If my wife wasn't there, who knows what would've gone missing after that.

Housekeeping does not clean your room unless you request it. They seems to always be short of towels to swap.

Breakfast. The poor lady managing the breakfast area, can not keep up with replenishing food. Coffee and hot water seems to always be depleted. Don't expect too much to eat if you go 30 min before closing time.

Parking. It's free, but they do not have enough parking. If you come back after 10 pm, good luck finding parking when it's busy there. Employees and the hotel service truck park in the EV clean car space all day long, every day. I've witnessed employees on their break, in the cars.

The hotel just cancelled all my future bookings and banned me because I had multiple bookings for a September visit. I had multiple bookings because I had booked a rooms, but my daughter's college move-in schedule changed. As a result, I had to book a different date. I kept the first booking in case it changed again because she kept flipping between the dates. The guy said multiple bookings is too much work for them even though I did it all online through IHG website. The guy was set to banned me without hearing my reasoning for multiple bookings. I've never had issues with this at other IHG hotels and I've stayed at a lot of them.

I've never complained to the staff about the issues above besides when the man walked...