Holiday Inn Express & Suites San Marcos South by IHG — Hotel in San Marcos

update I've stayed at several hotels since this stay and this hotel is still by far my worst experience ever. It's evident in the reviews. The manager refused to give me my points back after inconveniencing my family and forcing us to change hotels for a decent room. I emailed with no response, I called with no answer. No customer service whatsoever. Again, the actual staff were nice, but not being able to make a room switch and needing to wait hours to hear back from there manager is bad business practices. DO NOT STAY HERE if you can't handle not having AC for hours. The room itself was nice, even the staff was pleasant but my room was 85 degrees when I checked in. I complained and a clerk came and changed the batteries in the thermostat and then the thermostat stopped working COMPLETELY. Emily was very helpful and tried and I am thankful for her. But I mean, no lights no response from the now obviously broken thermostat control and they still refused to change my room. "Give it an hour to cool down"! I had a 2yr old just running around their hallways because it was too hot in the room. The manager refused to respond or give me another room for almost an hour and a half, unacceptable when a child is involved hands down. Finally got a new room and the AC wasn't on in that one either! How do you check people in a room without turning the AC on? Why should I wait HOURS for AC? It was time to lay my child down for sleep and I couldn't. The Candlewood down the street is under renovations but they literally have a sign on the wall that reads "room equipped with smart thermostat, it knows when you left. Give it 15mins and temperature will adjust". When I say that room was cool in 20mins!! So I am not being unreasonable with my request, when there was a holel that could accommodate just fine! I didn't even ask for a refund, I just wanted my points back but can't get that. Perhaps if you want to stay there, you could call ahead and get them to turn the AC on for you! Good luck. Update: have stayed at 3 other IHG establishments since this ordeal and all 3 had AC that worked just fine. One had AC at 80 when I checked in, so I reset and went to dinner and when I came back the room was at desired temperature. Which definitely proves this hotel was not up to par compared to peers. The weakest link! I complained and the manager REFUSES to respond, or return my points. DO...

I came to attend my mother's wedding with my three children. For the area, this hotel is a great value. I appreciate that everything looks nice, clean and new. Check in was quick and painless and the front desk staff were very friendly. I had some inconviences that I was too tired/busy to bring to the attention of the staff. The outlet on the bedside table between the two beds was not working and the wall behind it was not accesible in order to check if I could fix it myself. I was able to charge my phone elsewhere, but I was unable to text/share photos with my husband while lying down and that was a bit annoying. On my second day there, I left around 11am to spend the day with my mother and stepfather. When I came back around 10 hours later, my room looked exactly as I had left it. The garbage had not been emptied and the beds not made. I did notice the soap and a towel had been replaced in the bathroom but for the price paid, I would expect full housekeeping services, or for the garbage to be taken at the least, as I have a child in diapers. On the morning of check out, my children and i slept a little later than I wanted to. I made it down to the lobby to retrieve food for my children 30 minutes before breakfast was supposed to close. As I filled their plates, the staff began to shut down the breakfast room. The shut one of the doors all the way and the other door partially while I was still in there. This was sort of a "hurry up and get out" move. I've used it myself working retail when customers remained in my store after closing time, however I never did that as early as 20 minutes before closing time. This forced me to collect all the food i needed for myself and my 3 kids and take it up to my room in one trip. I nearly dropped everything on more than one occasion. I could understand being rushed out if it were the published closing time, but it was not. I also noticed on my way out that the pool was still closed even though it was around 40 minutes later than the posted opening time. Overall I think I would stay here again because it is a great price on a pretty nice hotel, however some things definitely...

Unorganized and Unprofessional

We arrived at the hotel and was given a room that was a single bed room and I had ordered a 2 bed suite. I went to the front desk because I thought it was just a simple mistake and the girl up front was polite and very nice. However, they proceeded to tell me that I ordered through expedia which I didnt I called and reserved the room over the phone with them.. Then proceeded to tell me that they were booked up and did not have my room even though I showed them my email confirmation... The front desk called the GM and that is where things escalated. The GM was very adimate that I booked through expedia and that I was wrong and that I needed to decide to take the single room and she could add one other single room. I wanted all of my patry to stay together and not be split up so I tried to explain the situation to her about my booking and she would not give me the time of day. She kept interrupting me so I started to be more direct and get my point across she then kept saying that I was wrong and that she could do nothing without knowing even the situation at hand. Then she told me to pick the room or cancel my room (she was screaming at me at this point) and I told her again that I wanted the room i booked already and she told me that she was going to have the cops escort me out and hung up on me! Absolutely unprofessional and the worst customer service I have ever experienced. The front desk then had to tell me she was sorry for the way her GM spoke to me. A few moments pass and we call separately to upper management and our room magically appeared. My room was nice and clean and I was comped 20% for my stay but that was very unprofessional and disrespectful the way I was treated! I will never stay there again. I spoke with others staying at the hotel in the hall and they also mentioned that this holiday inn was the worst they have stayed in as well. Save your money and book another hotel down the road, there are others to choose from, just do not...