General Policies & Fine Print
Customer Ratings & Reviews
TripAdvisor Traveler Rating375 reviews
Ants in room
There were bugs flying around my room. Got bit multiple times. Then when I woke up I saw ants crawling all over near the sink. I feel like I still have ants on me. I asked for service and because I booked online she said there is nothing she can do and a manager will be calling me. Usually I love holiday inns but this one seems to not be clean. Literally had ants crawling out of the sink
Pool and restaurant not open
We booked this place based on a working pool/hot tub and restaurant on-site. When we arrived, we learned neither was working. The closest restaurant is about a 15 minute walk away. We had no issues with the room or employee’s. We were given a refund and went elsewhere.
Apart from poor WiFi connection, a half working gym and a closed dining room the biggest issue with this hotel is honesty! We left some shoes and presents bought in San Francisco in the hotel suite. Our fault completely! However when we returned home we realised this and were told by Reception at the hotel that according to Housekeeping nothing was left. Either the Reception didn't check or Housekeeping didn't report that brand new things had been left. This means that someone is not being honest. This is wrong and extremely disappointing and as a result I would urge people to find a different hotel in San Francisco/San Matteo, as they can't be trusted
Rude and standoffish staff
Booked two nights during Labor's day weekend. 1st day in the morning, Joe (the manager) picked up my call, told me there is no breakfast, "7 years working here, this is first time ever happened" (later I learned how polarized this person is!) . I let this part go as I was going to meet up friend for brunch. 2nd night, there came overwhelming noise from the bathroom. First thought this was transient. However, it kept going all night, 12pm-7am; I recorded on my phone. The floor above me--apparently customer didnt need to sleep, they kept banging on the floor. I gave my feedback on the front desk during check out. The receptionist, quite standoffishly, told me I could've complained last night and gotten room switched.(Seriously....During middle of the night/early morning?) Later I called Expedia, to relay the message and get refund. Joe (the Manager) balantly lied! To the Expedia agent, he said there's no such thing they didnt provide breakfast, and there was no complaint! I called Holiday Inn right away to follow up, Joe admitted to me it was him, who told me there was no breakfast. On the phone, he steadily (and stubbornly) refused to work around the situation. Not attentively listening at all. Joe, what is wrong with you?! You apparently don't belong to hospitality industry with your crappy attitude! Staff here need real good basic training. This was the worst hotel experience I've ever had.
Nice convenient Stay. Good nights sleep
We had a nice 1 night stay here while passing through. It’s near the motorway so easy to find. The town itself is about 1 mile away so we could go get dinner before going to bed. We had a very large room with 2 double beds which were very comfortable. WiFi worked well which the kids were happy about. The room had a fridge and microwave. The hotel has laundry which was a bonus.