Holiday Inn Express SANTA ROSA by IHG

The traffic outside was loud, but I couldn’t really hear it once inside the hotel. The homemade cookies from the night before were delicious, and breakfast was hot. Our room was very nice and the bathroom was clean. The price felt a little high, but we love Holiday Inn and are rewards members. Its amenities are consistent with what we expect.

Jonathan made check-in a pleasure and went out of his way to help me find a good place to park my truck and trailer. Since I needed to leave before breakfast began, he arranged a ToGo Bag for us with muffins, a banana, water, apples, and an orange. Outstanding service from him, and a great representative of Holiday Inn Express. We stayed one night and had a great experience.

I changed my review to one star after asking for an extra towel. The manager replied, “How many people were in that room last night? There should be three towels”. It was a rude thing to ask over a simple request, especially since there were only two towels. Every request here seemed to bring more questions, and the atmosphere never felt welcoming. This Holiday Inn Express also seemed less reliable and less clean than most others we’ve visited. Cameras are everywhere. I understand wanting to protect the property, but the hallway camera floodlights came on whenever I stepped out, leaving me feeling watched wherever I went.

The hotel said I should have asked to move, but I did. At check-in, the young man told me everyone was being put on the second floor because they didn’t have any “maids” for the first floor. Later, the female clerk said she couldn’t go upstairs to deal with the guests vaping because she was working alone. I was told they couldn’t do anything about the problems because they were short-staffed. The second-floor hallway was filled with vape odor, which came into my room through the one-inch gap under the door. The guests were vaping heavily, and no one told them to stop or leave. The bed springs pressed into me like a hundred potato mashers. It seems there may be broken springs in the mattresses, yet the hotel keeps using them and puts guests in those rooms even when other options might be available. I asked for help and was told no, nothing could be done.