Holiday Inn Windsor - Wine Country by IHG — Hotel in Windsor

There were several problems with this four day stay. First, not all the staff (in particular one staff member, Ben) were knowledgeable of the hotel or the area. When asked where the laundry rooms were, for example, I asked Ben at the front desk and he told me he didn't know but he thought they were only on the 2nd floor (not true, there was a laundry room on the 4th floor that I discovered by accident) which made dragging my dirty laundry up and down the floors a problem since I was on the 4th floor. Next I asked the front desk (which just happened to be Ben again) where there any department stores close to the hotel. Again, Ben said he didn't know ( there was a Wal Mart within a couple of miles that I again just happen to discover on my own). I wanted to eat some healthy food, so I again called down to the front desk and got Ben again and AGAIN he didn't know of any healthy style restaurants in the area. The next thing that happened was MAJOR! On the 3rd day (one day prior to departing) we came in exhausted from a long hike along the Pacific coastal area. It was around 3:30 PM. When we arrived at our room on the 4th floor, we noticed two large, black, garbage bags sitting out in the hall. Our room key did not work and I looked into one of the bags. IT WAS ALL OF OUR CLOTHES! Dirty and clean all strewn together along with some of our other personal items. I couldn't believe it. Then our door opened to find one of the hotel staff members (Ben) wearing rubber gloves and holding more of our stuff in his hands. I said, "What are you doing?" He replied, "We're cleaning out your room." When I asked why, he said, "Because my manager told me too." "Why?" I asked. Because you were supposed to be out of this room today. I then showed Ben my reservation on my phone by email that showed we weren't to depart till the next day. He said, "Well, I'll have to go talk to my manager and then left us standing in the hall with the two garbage bags of our stuff. We still couldn't get into our room! I was appalled! Then, after a few minutes, Ben came back up to our room door and said, "Well, good news. My manager says you can stay." I tried to maintain my cool and voice and said, "What! I want to talk to your manager at once!" He said, "Well, he's not here." I asked where he was. It took several minutes to get this resolved but I have to say; in my many years of traveling and hoteling, I have never felt so violated and angry. The hotel had mistakenly got our reservation confused. They had tried to call but since we were in a remote location hiking, we did not get the call. The hotel had all my information including our credit card number and had the manager/staff just check their system, they could have easily seen where my reservation was for one more day. I won't be staying at this...

Reviewed on Yelp: I never thought I'd rate this hotel with just one star, but the post-stay service was dreadful. My wife and I were guests from August 4th to the 5th. All was fine until after our departure; I had a diamond stud earring that I took off and set on the bathroom's tissue box holder before bed. Come morning, we woke up, packed, got ready, and checked out at 11:00 a.m.

On our drive home, I touched my left ear and realized that my diamond stud earring was not there. I remembered exactly where I had placed it the night before; this is not speculation or a guess--I am absolutely certain of where I left the earring. At 2:28 p.m., my wife called the hotel, and the woman at the front desk answered. When my wife inquired about the earring, she was asked if we were certain we had left it. I interjected, affirming my absolute certainty and describing precisely where it was left. According to my wife's phone timer, the entire call took 4 minutes and 15 seconds, which included the time it took to explain the reason for the call. My wife was put on hold for approximately two minutes, and when the attendant returned to the call, she informed us that they had checked the bathroom but didn't find it. Given the timeframe, it seems highly unlikely that the maid could have received a call from the front desk, proceeded to the room, and searched for the earring within such a short period. She took my wife's phone number and assured us she would call if the item was located.

At 6:50 p.m., having not received a call back, I contacted the hotel once more. The same woman answered, recalling the previous call and question regarding the earring. She insisted that the maid had not found the earring and asserted that it couldn't have been left behind. Her reply implied she either doubted my honesty or found the notion of the maids taking the earring to be unthinkable, both of which I find troubling as a customer.

I requested to speak with a manager but was informed that none were available. Upon inquiring when one would be, I was only provided with an email address for the manager. I questioned the absence of a manager but did not receive a clear explanation. I have since emailed the hotel manager and am awaiting a response. I will update this review after speaking with...

Traveling on a stay-cation in NorCal and stayed at 3 IGH properties in a row. I have the other two to compare but I also am a prof. meeting planner and stay at a ton of hotels. I even inspect them for a living, so my perspective is with a critical eye.

The entrance is a bit tricky even though I arrived after dark, making any signage even less effective. Once in the open-air parking garage, there was no "Entrance" sign over the doors nor an exterior logo'd rug. There is a foyer with the ONLY hand sanitizer station that I was able to find!

Morgan greeted us at the front desk and was a real delight and he alone made this stay worthy of the 3 stars!

Here are my observations upon arrival:

*Of the 4 pendant lights over the front desk, 3 worked

*The small marketplace was out of bottled water - NONE in the entire hotel!

*No dining option and ONLY coffee to go in the morning; NO danish, fruit or granola bars to be found!

*Morgan was working alone with a 63% occupancy,

There are 4 floors. My room was on the 3rd with a view of a goat farm. It was a quiet room however; the mattress was quite soft and mushy. Upon unpacking, we found the following problems:

*A dirty bath towel and a used face mask in the closet floor.

*The safe was locked, we were provided the "master" code to unlock it!

*No washcloths

*Used bath amenities

Causing me to realize that no Covid-19 protocol is being adhered too.

My opinion is the owner is micro-managing this property and placing profits over his franchise obligations! This is a Holiday Inn, not a Holiday Inn Express, so the expectations of a full-service property...