Holiday Inn Express & Suites Chino Hills an IHG Hotel

Worst experience ever. Room was not clean hair everywhere. On 1/9/25 at about 10:30 the power went out. Got locked out of my room going to investigate. Women at the front desk had a attitude about coming up to the floor to unlock the door for me. Power didn't come back on until the next afternoon. Don't know exact time, I was gone. While I was gone room was not cleaned. No hot water the whole stay and no complimentary breakfast. Called The power co. (Edison) who informed me that all customers were well informed in advance of these scheduled power outages. Front desk never informed us that the power might go out at anytime and checked us in anyways. My question is how come a big company like Holiday Inn does not have generators at there facilities. Will probably not use IHG again and would definitely not recommend them.

I am very disappointed with this hotel because of there General Manager Stephanie that never returns phone calls or emails. She is not helpful at all why is she even the GM. I have been waiting for months for her to reach out to me because of my deposit. I want to actually speak to corporate office or owner about her as a manager she should be helpful. How do you want your employees to do something that you are not doing. I will spread the word for people not to stay here because of her terrible service.

We got here about noon and tried to check in but we were unable to. The room description listed it as an ADA room but when we actually got into the room it was not. After trying the front desk we were told there were no rooms available with an ADA shower so our first night we weren’t able to shower at all. The next morning at the front desk Mike, the maintenance engineer, overheard our predicament about the shortage of ADA showers. He was extremely helpful as he was aware of a room that just been worked on but wasn’t available yet. Within an hour he had the work completed and was able to move us into the new room. What a blessing!!! We thought we would not be able to stay here for 4 days without having access to a shower. We cannot thank him enough for going above and beyond to accommodate us!!! Breakfast was actually quite delicious too!!!

This place has gone from outstanding to horrible. I feel for the staff here because the General Managers don't lasted and this property is only a year old 6 General managers and 1 Assistant General Manager have come and gone not including the employees. The turn over is horrible here. The overcharges on one's debit/credit cards are beyond ridiculous and they do nothing about this. You have staff that are here that are rude and feel that they are the higher management and authority when in fact they're not management at all. This property needs to be audited for many reasons. I do not recommend this property to stay unless you like to gamble with your bank account or credit cards. It looks nice from the outside but you will come to find out that it isn't what you expected. More complaints than you can imagine. Truly sad eventually the brand will most likely be taken away. And as for the comments below they are a hundred percent accurate and correct you will not get a call back from the General Manager Stephanie Lopez. Also if you do decide to stay make sure you GET YOUR $100.00 Incidental back. And don't let them tell you that it takes a few days for that to return to your account because it doesn't and you might not even get it back. Vacation/Business BEWARE!!

Lachelle was the sweetest customer service agent I have met in a longtime. She has great people skills. She went above and beyond for me, and my family. We will be coming back at the end of July we will get more rooms than this last time we stayed. We have a family event for 3 days. The hotel was nice.