Holiday Inn Diamond Bar - Pomona by IHG

We chose this place because we weren’t feeling well and wanted to avoid passing anything to family. There was no compassion, and housekeeping was extremely loud, playing music and slamming doors from 7 am into the afternoon. It felt like they were trying to push us out. The walls are thin, and staff seem completely unaware that people are sleeping. Housekeeping are on their phones chatting nonstop, too. When we complained, the front desk woman wouldn’t even get off the phone. I’m a gold elite at IHG with late checkout benefits, but that didn’t matter here. If you want a good night’s sleep, this isn’t the place.

No freezer is available, so keep that in mind if you want to freeze food to take home to another state. We’re visiting family friends in the Diamond Bar area and chose this hotel because it’s close to them. It was the right choice. The hotel is nice and clean, reception was very welcoming, and we’re happy with our stay.

On the third day of my weeklong stay, I asked for fresh towels. My calls to the front desk were transferred without anyone following up, or ignored altogether. On October 18th, a lobby employee said they’d sort it out, but nothing happened that day. The trash stayed in the room and I got no clean towels. I reminded the front desk the next morning. When I came back at noon, towels had been left on the door handle, but the room still hadn't been cleaned. The third time, I spoke with an employee cleaning the same floor. She said she’d take care of it in 10 minutes. I waited in the lobby for half an hour, then found the trash still there and the sign dropped on the floor by the door. I understood and accepted that I had to call to request service, but the housekeeping and front desk service during my stay was far below standard. It shouldn’t be this difficult to get basic room cleaning and towel replacement.

The pillows had bloodstains on them, which I found when I woke up. I only sleep with one pillow and had set the extras aside, so the stains were on pillows I hadn’t used. They clearly hadn’t been checked or replaced, and that’s unacceptable. I told the front desk. They apologized and offered to move me to another room, but no other solution. They said they couldn't make changes because I booked through a third party, and didn’t say they would report the issue to their supervisors. I was quite disappointed. Hygiene matters, especially with the possibility that blood could be from someone with HIV. I hope management strengthens its hygiene procedures. This isn’t a biased review, just an objective account.