Holiday Inn & Suites San Mateo - SFO by IHG♡

Excellent stay.

10.0

Excellent hotel. Super quiet. Rooms are clean. Close freeway access. Close to everything that travelers need. All of the hotel personnel are attentive and ready to help.

bad communication

2.0

We booked 2 rooms, a queen bed room (2 queen bed) and a family suite from 6/18-23/ however our connecting flight from Charlotte to San Francisco was cancelled due to bad weather, and we were scheduled for a flight on the 19, so I contacted the hotel right away (around 7 PM Pacific) to let them now but NOBODY from the front desk answered the phone, despite multiple phone calls, I left a message, then called again on the morning of 19 and still nobody picked the phone, then finally they answered and explained the situation, the front desk did not know anything about the messages that we left but assured me that we will have rooms for us , we made it to the hotel at 8 PM, but were given 2 rooms with 2 queen beds (not the suite) and when we complained to the front desk, he told right away: "there is nothing I can do for you tonight, I am the only one here, this is what was booked, I just work here, you need to speak to the manager in the morning" We reached out to the front desk next morning but the manager was off and the front desk person has the same response "there is nothing I can do for you" We talked to the manager the following day and he told us since we did not show up on the 18, they gave the suite away and when I told him that I called the hotel many times with no answers (I show him my phone logs), his answer was: "sometimes they get busy" When we checked out, I was extremely surprised that we were charged for 5 nights (rather than 4) also there was a "no show charge", after back and forth with the manager that it is not our fault that the flight was cancelled and his front desk did NOT pick up the phone because "they were busy" he told us will be re-imbursed for the one night and he will waive the no show fee, it will just take few days, he gave me the E mail for the hotel to reach out for any questions so we left We did get refund for the one night and the no show fee but there was still one problem in the final bill, the charge for 1 room was significantly higher than the other room even though the rooms are exactly the same, not sure why (it is possible that the charges was for the suite room as we originally booked but did not get) I reached out to the hotel for an explanation through the E mail that he gave me but no response, I attempted to call but no response Definitely concerned about a hotel where the front desk do not answer the phone and made mistakes on the final bill

I’ve been here twice before the last time on her different ownership was a lot better back in Februa

4.0

They don’t offer the free continental breakfast at all, which goes against Holiday Inn standards. They have a café that charges you. I put this in the things I like because I didn’t like it at all.

− My daughter is anemic and I requested extra blankets because the AC kicked too cold and if you turned it off or down, it was too hot so the room was just too cold and I asked for additional blankets or comforters and they said they were going to bring them as soon as possible both times actually three times that I called the third time they were rude and they never fulfilled any of that the staff was actually pretty rude

poor communication

2.0

clean hotel

− We booked 2 rooms, a queen bed room (2 queen bed) and a family suite from 6/18-23/ however our connecting flight from Charlotte to San Francisco was cancelled due to bad weather, and we were scheduled for a flight on the 19, so I contacted the hotel right away (around 7 PM Pacific) to let them now but NOBODY from the front desk answered the phone, despite multiple phone calls, I left a message, then called again on the morning of 19 and still nobody picked the phone, then finally they answered and explained the situation, the front desk did not know anything about the messages that we left but assured me that we will have rooms for us , we made it to the hotel at 8 PM, but were given 2 rooms with 2 queen beds (not the suite) and when we complained to the front desk, he told right away: "there is nothing I can do for you tonight, I am the only one here, this is what was booked, I just work here, you need to speak to the manager in the morning" We reached out to the front desk next morning but the manager was off and the front desk person has the same response "there is nothing I can do for you" We talked to the manager the following day and he told us since we did not show up on the 18, they gave the suite away and when I told him that I called the hotel many times with no answers (I show him my phone logs), his answer was: "sometimes they get busy" When we checked out, I was extremely surprised that we were charged for 5 nights (rather than 4) also there was a "no show charge", after back and forth with the manager that it is not our fault that the flight was cancelled and his front desk did NOT pick up the phone because "they were busy" he told us will be re-imbursed for the one night and he will waive the no show fee, it will just take few days, he gave me the E mail for the hotel to reach out for any questions so we left We did get refund for the one night and the no show fee but there was still one...

Not great

3.0

Rooms acceptably clean and comfy.

− Location not very nice. hotel is older and not updated. Does not always smell good. Staff not very friendly.