Holiday Inn Express San Francisco-Airport North, an IHG Hotel - South San Francisco, California

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I also stayed everyday at other cities in US at Holiday inn and I satisfied with others'. But, this hotel is terrible.
Scam, fake, lier.

They will not refund your deposit completely.

They charge hospitality fee and said that it is by bay area. I never understand it.

The front desk employee said that my deposit was pending and will be refunded.
Moreover, booking websites literally signify that "You should be reimbursed on check-out. Your deposit will be refunded in full via credit card," and "You should be reimbursed on check-out. Your deposit will be refunded in full via credit card."

It is definitely different from the description.

Susan P.

Really awful. We stayed here to catch an international flight the next day. We had one bed and a pull out bed which we asked for. We booked for 3 people. The pullout had no sheets or pillows, and we had not enough towels. I had to go to the office after 11 pm to ask for all of this. They had one staff member checking in a long line very late at night. The hotel was super hot and smelly. My sinuses were going crazy from how bad it smelled. Took forever to get our hotel room to at least be comfortable but still was hot and the temp was low. Took forever for the shuttle to pick up from the airport the night before. We saw plenty of shuttles for other hotels but the shuttle for this hotel seemed to be one shuttle per hour. We originally planned on staying at this hotel when we come back to the US it was so bad that we decided to cancel and just fly back home instead of stay a night in San Francisco. The breakfast also made me feel sick from it as well. All I had was a muffin and coffee. The toilet hardly flushed as well. The place felt really dirty. The fold out bed was thin and my son could feel the metal under the mattress. Do I recommend this place? My answer is HELL NO!!! Stay far away from this place.

Vincent R.

I was excited as a new IHG premier card holder and expecting a special treatment as platinum elite as I read on the advantage of the level of membership.
Feb 19 around 730pm
‘Mary’ big black lady
Arrogant, unpleasant, disrespectful.
Did not explain properly
the charges. I requested for a possible upgrade … no response then I got a room with dumpster view (room 424). I called to inquire about the charges. I asked her name..not sure if that’s really her name. So disrespectful and rushed me to hang up. I paid online and she charged my card again plus $100, without explanation. She’s so unhappy and arrogant on her job. Is that how you treat platinum elite members ?

Dania D.

Been battling with the general manager for almost 2 weeks over an unfair no-show fee.

Got charged $328 for a reservation they said I was a no-show for (I didn't do a no-show, I called the morning of and had to change the dates from 2 nights to 1 night and they confirmed the change had been made).

When I filed a complaint, they repeated the same talking point that reservations booked with points can't be modified the day of check in, which I understand...but begs the question why they were able to change the reservation then?

My issue is they never stated that changing the dates of the reservation would result in a no-show penalty. They said I should have read online that would happen.

But I spent 15 minutes with their reservations desk working out the change so why not mention it then? If I was customer service, I would have made it a point to mention a possible no-show penalty so the customer I'm helping is properly informed. But that's just me.

The GM even threw her reservations girl under the bus by having me talk to her to clarify the situation after I'd already been in talks with the GM. I'm not gonna shoot the messenger and I'm sure that poor girl felt like crap for simply doing her job. What kind of GM has a customer talk to an employee that has no authority to address or process a refund request? And of course that employee had her talking points all coached because the GM knew I would be speaking to her.

Now the general manager says she doesn't have authority to refund me back the penalty fee, which I call BS because disputed charges get reversed all the time. She simply doesn't want to do it.

Their 1 star reviews on the IHG app all have poor customer service as a common theme, which I should have paid attention despite their 4 star rating. Devil's in the details, folks. So much for the perks of being a Platinum Member.

FG

Horrible place to stay at. Many other hotels are better. When I checked in, they cancelled my reservation that I made 3+ weeks ago because they could not charge my credit card 3 hours before I arrived. They ended up allowing me to check in at 80% higher cost than what I booked at. The bed spread in the room had blood stain on it. They changed it after I told them. The evening staff are rude but the morning people are more cheerful. I stay 2 to 3 days in hotels every week and this is by far the worst hotel I stayed at in more than 10 years. Please book somewhere else!

Fred

This hotel cancels my reservation on the day of my arrival because they could not charge my credit card. No calls. Once I arrive, they allow me to get my room back but at 80% higher cost as they are considering me a walk in. The sheet on the bed had blood on it but they fixed that the next day. The evening check in people are rude while the morning staff are more pleasant. There are a lot of better and cleaner hotels in the area. This should be avoided as you do not need the stress. I also recommended this hotel to my colleague and he had a horrible check in as well but his room was not cancelled like mine so he paid the agreed amount.

David

I stayed at this SFO Holiday Inn recently for one night prior to our flight out the next morning.

We drove up from Seaside (Monterey) that evenings and when we arrived we were our room with a rate of $129 had been cancelled, because of an invalid credit card. I called the credit card processor and verified the card was valid.

The hotel originally said there were no rooms available, then came up with a room available for about $229 or about $100 more. All attempts to negotiate a lower rate were not successful with IHG OR the Holiday Inn property showing no flexibility no make a situation right..

UTTY

The rooms are clean and the beds are comfortable. There is a McDonald's next door so you can eat even if you arrive late at night.

The problem is that there are few shuttle buses from SFO. Also, there is no direct phone number at the bus stop at SFO. It is not convenient for family trips. There are many buses going to Burlingame, so if you don't mind going to either North or South, it is safer to choose South. If you are traveling alone, North is fine.