Holiday Inn Express Santa Rosa by IHG — Hotel in Santa Rosa

The room was not very clean at all. You could see crumbs on the floor. The lamp had dry food on it and the wall had either food smeared on it or it was feces. It was absolutely nasty! When I went to the front the girl stated they couldn't give me another room because they were booked but if I wanted to go back down at 8 pm the manager would be there for some other complaints from other guests. Obviously I wasn't the only one who had problems with the my stay. I also asked if I could then get a discount of some type because I had paid $150 for one night and at that price it was completely unacceptable. She again said she didn't know I would have to go back down at 8 pm to speak to the manager when he got there. The lobby was hot as could be the pool area was even hotter you could almost not even catch your breath in there and they had the outdoor open which didn't make sense cause any stranger could walk in yet the door through the inside had to be opened with room key. When I finally spoke to the manager he cut me off and didn't let me finish telling him about the room before he offered me another room because he couldn't give me a discount so we switched rooms and that room had a fold out couch and then he says if there isn't any sheets or covers in there you will need to come back down. We have been short staffed so not all rooms are stocked. Of course I had to haul my three kids back down stairs to get covers so they could sleep. Breakfast was decent but the lady ran out of bacon and sausage before 9 am and she spent so much time trying to fix the pancake machine that everything else was empty and everyone was waiting around to get food. Overall I was expecting to stay in a very nice hotel for what I paid and I would have probably stayed in a nicer room if I would have just stayed at the cheap motel across the street. I have uploaded a picture of the wall that I took. This hotel needs a lot of maintenance and cleaning. Almost forgot the hallways smelled so bad on the 3rd floor it smelled like if there was a dead animal somewhere...

We reserved a room for four, and we got 2 towels and no body soap. No big deal.....but it keeps getting worse. There was also dog food on the carpet of our room when we walked in, so not such a great cleaning job. There was a dog barking across the hall from us and the guy at the front told us sorry but sometimes people sneak dogs in and there was nothing he could do about it. When we attempted to go swim at the indoor pool, there were too many wild kids running around and diving in and fighting with one another. It was extremely loud and dangerous for the kids that had no supervision. We went to the front desk 3 times about the situation and even again in the morning when we were checking out, but nobody did anything to resolve the issue and we didn't get to swim after waiting nearly 30 minutes to get in safely. The first girl even told me that she couldn't even go check until 10:00pm, it looked like she was too busy eating in the back. In the morning after no sleep we tried loading up to leave and our luggage cart had missing screws or something terrible as it just fell apart and cut up my pillow. A maintenance man saw me struggle with it, but didn't help at all. After loading everything up, I spoke to a manager who was very rude and wouldn't even let me tell her everything that happened with our experience. I asked for the phone number to her supervisor and she gave me the front desk number. Eventually, I got an email address and I sent a long email over a week ago with no response yet! So terrible place, terrible management, and upper management that doesn't even respond. My family and I have stayed at several hotels and will continue to, however this Holiday Inn Express was the WORST hotel we have ever stayed at. Wish I could give it no stars. We will make sure and stay at a Hilton Owned property (which is currently half the price of what we paid for this dump) next...

We arrived late during our stay at the hotel, the front desk lady we very nice. We were in the middle of a 2500 mile cross country trip upon arrival. We got checked in and went to room, my wife usually checks pillows and towels for cleanliness and found 2 pillows and a towel to be soiled from previous use and put them out into the hall way which you normally do when you have dirty items in a hotel room. We didnt make a big fuss because ti was late and we had a couple pillows left. We then left early in the morning and didnt think about that again and didnt make a fuss about it. Then two days later we get a revised second invoice and they charged us for $60 so we called the hotel and they said they were "missing 2 pillows" and charged us for it even though I made it clear we didn't have their dirty pillows and explained what happened. The lady was rude, condescending and didn't care about what we told her. I then had to file a complaint and dispute with IHG and my credit card. My credit card is reversing the fees luckily but we feel this was a scam charge by the way the handled it. We have never had these issues with any of competing hotels and we will never stay at a today inn express again due to our experience. Buyer beware at this particular hotel, they are predatory and may charge you arbitrarily for items they simply have unaccounted for or misplaced. The only good thing I can say about this place is they have good Tesla chargers on property. Not to mention they didnt even credit our IHG account with the reward points... Total unprofessionalism...