Holiday Inn Express & Suites San Pablo - Richmond Area by IHG — Hotel in San Pablo

0 stars if possible. Covid in delta phase. I just got robbed In sf, don't have picture ID yet. I have pictureless DMV paper, photo of old id , I have passport scan, I have bank app with name and all things in my name dated back years. I also have sufficient funds. I have temp DMV paperwork, and police report papers. I paid on booking.com. I paid up front, not pay later. There is no refund for cancelation. The hotel refused all my attempts to leave a cash deposit, a 700$ cash deposit stating (this is a lie) that cash is not accepted in the hotel. They refused a nikon body (1k+) as collateral and dismissed a prime nikon zoom lens. For one, JUST ONE night stay. They also refused to cancel and refund my paid for stay. They said for me to call booking and tell them that I wish to cancel my reservation. I said i shall do no such thing as I never canceled, nor did I wish to cancel, and that if the hotel is refusing my paid for stay, that they should cancel it for me. They refused. I don't get what part of running a business these people missed in hotel management school or where they stopped coming to class for hospitality, building client relations or creating good will, brand loyalty, repeat customers, or promoting respect for their fellow front desk staff. I can't say I have much respect for holiday in front desk staff right now.. there's exceptions I'm sure. But all I can see now in my memories of every holiday Inn express location with a hot tub in room has been marred by some of the most egregious and most despicable practices of hostile disrespect and inability to act like front desk concierges that are there in order to ensure a guest is welcomed, accommodated, made comfortable and a provided for; managers, named purposefully so, but here, seemingly only in name or only able to manage making up lies and standing behind the abysmal front desk service provided. You are an enabler on cheap service and the drivers of the nails in holiday inns coffin. Corporate gives management no say or power to do anything because the owners, and the nepotistic familial cousin managers never actually show up, and the front desk staff can't do anything, so they lie and bs, and pretend to work at positions of authority but cannot even sign for a roll of toilet paper or a bottle of lysol, nor use it in a manner consistent with federal law and reconciled with corporate instrution. Sad. Sad indeed. I'll be calling Corporate from my car since I can't get a room nor get a refund now. Middle finger to you. I'll be reconsidering your chain and encouraging others to as well. Sad you have only hot tubs in room at decent prices.. but it comes at a...

First, the hotel was a little hard to find. You access it through a shopping center and driving past a Jack in the Box, which I didn't expect. There are signs directing you to it, but they are small so make sure you look for them. The location is, as you may have guess from what I just described, not exactly fancy: sandwiched between a shopping center and the freeway. They've done what they could to make the property a bit nicer given that location, so that's nice. The hotel staff were fine but not great. They couldn't really answer any questions I asked, including one about an IHG rewards offer I was emailed about my stay at this hotel, and how to get the extra rewards I was offered (it wasn't explained in the email either). That was not awesome. Then the fire alarm went off our first night, just after we settled into bed. We went outside in our PJs, and after maybe ten minutes the alarm stopped so we all headed back in. On the way in I overheard one employee tell another that the alarm wasn't off, just silenced. Hmmmmm. Since I hadn't seen the fire department, I wasn't sure I really wanted to head back up to my room. And without elevator access - and with a mobility impairment - I really didn't want to be going up and down repeatedly. There was no sign of fire, however, it was cold and late, so I went. Just as I got to my door, the alarm started again. Then stopped. Then started. And so on a couple more times before finally stopping. I kept my shoes and sweater on for a good half hour and couldn't relax to sleep for a long while after that. Not a good night. Not that I blame the property for whatever caused the alarm - stuff happens - but why didn't they wait for the fire department to turn it off properly? The property could use much better sound insulation between rooms and floors - we especially heard our upstairs neighbors, but that's pretty typical of budget hotels. As if all of this wasn't enough, our key cards stopped working on three different occasions. We were only there two nights! The hotel was clean, the room was comfortable, the price was right, so I'll give three stars for a mostly decent sleep. I don't plan to...

I have been so upset over my reservation that I made, the lack of customer service and uninformed/untrained staff at the hotel and at corporate client relations. I made a reservation online that was a nonrefundable rate, which I did not realize. I called to change my two night stay to one night a few weeks out from my arrival. The hotel staff canceled my second night and told me I would be receiving my money back in 3-5 business days. I waited and did not receive a refund. So, I called again. The staff that day couldn't figure out why i hadn't received my money back either and there was no manager available to help. At that point, it was a few days before my arrival so I decided to talk to someone when I arrived. When I arrived, the Manager Mariaha told me it was a nonrefundable rate and I would not be getting my money back. At that point, I couldn't change my travel plans so hoped i could speak with her supervisor and clear up the misunderstanding. When I looked back at my email to review the confirmation it states "Must purchase at least 8 days in advance.A deposit for the entire stay is due at time of booking.Canceling your reservation or failing to arrive will result in forfeiture of your deposit". My understanding of the word DEPOSIT is: "a first installment on the purchase or pledge". After calls into the hotel management and getting no where I called"corporate" and spoke to Andrew who told me if the hotel does not refund then corporate will send me a check. He told me to call back if I did not hear back from anyone, which I of course did not. After many calls with representatives, case manager, sr. case manager I have been left very frustrated and unhappy. The cancelation portion on the email is MISLEADING and a MISREPRESENTATION of what actually has taken place and needs to be made CLEAR! This can be considered UNFAIR BUSINESS PRACTICE. It is unclear to me AS WELL AS YOUR STAFF who could not figure my...