Holiday Inn Express & Suites Loma Linda- San Bernardino S by IHG

A correction to my earlier post: I’m very disappointed and disheartened. The manager and some staff were rude. Even though I’d paid and made a nonrefundable reservation before the Kaiser employees, they still made us leave because rooms were reserved for Kaiser strikes. Before that, Candlewood had been a real rescue for us. After eight years renting a place, we got 60 days’ notice because the owner wanted to sell. The staff had been attentive, respectful, understanding, and happy to answer questions. They were also very dog friendly, and the price was affordable. I only wished we could rent a suite month to month while looking for somewhere affordable nearby. I know, good luck, right? We found Candlewood.

I’ve stayed here more than once and usually have a great time. On Saturday, December 13, I checked in around 8:00-8:10 p.m. and asked the woman working for an extra parking pass. She said it would cost $14. I mentioned that I didn’t think the guy had charged me last time and asked if she was sure. She got annoyed and said she’d tell her manager on him and get him in trouble. When I asked which guy she meant, she said there was only one guy working there and wouldn’t say more. I told her maybe I was mistaken, but suggested she talk to him before reporting it. She said she was tired of customers not being on the same page with her and her team. I asked for Erica’s email so I could explain that I didn’t want the nice guy to get in trouble, but she wouldn’t give it to me or tell me her own name. Her attitude wasn’t nice, but my main concern was just not getting that guy in trouble. Thanks for the nice stays otherwise. I’d booked a single room but got a double bed room. I don’t know if that was intentional or normal, and hope I won’t be charged extra.

The price is good, though I’m not sure why people choose to stay here. There’s no breakfast or pool, and not much to eat nearby. The nearest Metrolink station is a 40-minute walk away. Maybe guests come for the surgery center nearby, but it seems to be closed. The rooms look relatively new, and laundry is free if you bring your own detergent.

I used to rate this property five stars, and my husband and I have stayed here several times as IHG Diamond Elite members. We’ve generally liked the convenience and comfort, but yesterday’s experience was deeply upsetting and needs management’s attention. I needed to print a couple of pages from my email for a time-sensitive work task so I could get paid. I went into the lobby to ask to use the printer. The front desk employee raised her voice, refused, and threatened to call the police because I wasn’t registered yet. I calmly explained what I needed and that I intended to pay for a room, but she kept shouting. She said I couldn’t use the restroom or get a glass of water either. When I asked her name, she wouldn’t repeat it, saying she’d already said it once, and told me there was no manager available. That hostility and lack of basic courtesy felt dehumanizing and completely unprofessional for a hospitality setting that claims elite service. No guest should be treated with that kind of disrespect, whatever their status. I’ve had to revise my earlier five-star review. I urge IHG management to investigate, train staff in customer service and conflict resolution, and consider whether this employee is suited to a role that calls for grace and professionalism.