Holiday Inn Express West Sacramento by IHG

I booked a prepaid stay for the wrong month by mistake, realized it the very next day, and immediately contacted the hotel to move it to the correct dates a month later. They had rooms available for both sets of dates, so my reservation wasn’t keeping them from selling out. I wasn’t asking for a free stay, just a date change. A partial credit, credit toward a future visit, or even some other goodwill gesture would have felt like basic customer care. Instead, management refused a refund, credit, or any other solution, and showed no sympathy or flexibility. The only suggestion I eventually got was from customer service: dispute the charge with my bank. The hotel cited its policy, but IHG customer service confirmed that the manager had discretion to resolve the situation. That authority to help wasn’t used. I expected a manager to apply fair judgment when a reasonable request came up, but this felt like rules without compassion or problem-solving. Based on how it was handled, I’d strongly reconsider staying here again.

We booked the wrong date by mistake and noticed the next day. The hotel stuck to its policy, which allowed the charge, but wouldn’t even offer credit for a future stay. That’s especially disappointing since we arrange business travel for our employees.

Being close to the freeway was the only good thing about this hotel. The service was awful, and I waited forever for a room. Then they gave me a key to one that was already occupied. What a safety issue! After I finally got settled in an occupied room, maintenance knocked on my door and walked away, disturbing my rest. The bathtub was too gross to use, too. I’ve been an IHG member for a while, but this experience has me thinking about accruing my points somewhere else.

There’s a coffee station in the lobby around the clock, plus a computer and printer guests can use. WiFi was fast, and gas, groceries, and restaurants are within walking distance. The lot is small, and trucks take up the back corners, but there’s a tall underground parking space that fits most vehicles, including slightly lifted trucks without racks.