Holiday Inn Express West Sacramento - Capitol Area by IHG

Reviews

• HH

  Hales

  Feb 27, 2026
  1.0
  I made an honest booking mistake and realized the very next day that I had selected the wrong month. I immediately contacted the hotel, explained the situation, and asked to rebook for the correct dates (one month later). The hotel had availability for both the original and correct dates, so this was not a situation where my room prevented them from selling out. What was most disappointing was not the policy itself, but the complete lack of empathy and ethical judgment shown by management. I was told refunds were not possible due to “policy,” yet IHG customer service confirmed that resolution was ultimately at the manager’s discretion. In other words, there was authority to help — it simply was not exercised. A hotel manager is not just an enforcer of rules; they are entrusted with leadership, fairness, and the moral responsibility to apply discretion when reasonable. I wasn’t asking for something free — I was asking to move a prepaid stay to new dates. Even a partial credit, future stay credit, or goodwill gesture would have demonstrated basic customer care. Instead, there was no flexibility, no solution, and no sympathy. The only suggestion I ultimately received was from customer service to dispute the charge with my bank. Hospitality should be rooted in empathy and ethical decision-making. Unfortunately, this experience reflected rigid rule enforcement without compassion or problem-solving. I would strongly reconsider staying here again based solely on how this situation was handled.
• HM

  Haleigh M

  Feb 27, 2026
  1.0
  Booked the wrong date by mistake and discovered it the next day. While the policy technically allowed the charge, the hotel declined even a credit toward a future stay. Disappointing given that we coordinate business travel for our employees.
• AE

  Amazon Employees

  Feb 27, 2026
  1.0
  Non existent customer service, front desk staff is blunt and unwilling to help with issues, hotel manager does not care for guests and has absolutely zero empathy and only cares to take your money.
• BL

  Bernadette Lagman

  Feb 8, 2026
  3.0
  I want to specifically recognize Manav at the front desk for outstanding customer service. When I arrived, I realized the original room I was assigned wasn’t a great fit for me, and Manav handled the situation with patience, empathy, and zero attitude. He took the time to listen to my concerns and proactively worked to find a better option, ultimately upgrading my room and making sure I was comfortable. On top of that, he went above and beyond by letting me know I have Silver status with IHG (which I wasn’t aware of) and added 500 bonus points to my account as a courtesy. It was a thoughtful touch that made me feel genuinely valued as a guest. Manav was professional, knowledgeable, and truly guest-focused. Experiences like this are what make you want to return to a hotel. Thank you, Manav, for turning my stay around and setting the tone for a great visit.
• BC

  Brandon Clark

  Jan 12, 2026
  5.0
  Small parking lot, trucks take up the back corners. But they have a tall underground parking spot that fits most vehicles,even slightly lifted trucks with no racks. Coffee in lobby 24/7 with computer and printer for guest use. Fast WiFi, walking distance to gas station, groceries and restaurants.

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