Holiday Inn Express Anaheim West by IHG

Reviews

• LW

  L Wilkinson

  1 day ago
  1.0
  Appalling customer service - avoid this hotel and think twice before booking with IHG! As an independent travel agent from the UK, I am absolutely disgusted by the appalling level of customer service I have experienced with this hotel. This experience has completely destroyed my confidence in the IHG hotel chain, and I can categorically say that I will NEVER book an IHG hotel again, nor will I recommend any IHG property to my clients. A reservation was made in error after the booking website changed the dates to the current date rather than the dates actually required. Upon realising the mistake, I contacted the hotel to explain the situation and requested a simple amendment to move the reservation to the correct dates. Did they offer any assistance? No. Did they demonstrate any understanding or willingness to resolve the issue? Absolutely not. Instead, my emails have been completely ignored. Not even the basic courtesy of a response. What makes this even more infuriating is that they were more than happy to take my money, yet when it came to providing even the most basic level of customer service, they were nowhere to be seen. To make matters worse, I have found that I am unable to leave a review directly on the hotel’s website, as the review feature appears to have been disabled for me. How convenient! They can accept my money without hesitation, yet I cannot even share my experience through their own website. As someone who works within the travel industry, I understand that booking errors can happen. However, what separates a reputable hotel brand from a poor one is how it handles problems and treats its customers. In this case, the service has been nothing short of disgraceful. I regularly advise clients on accommodation and hotel brands, and I would be embarrassed to recommend a company that has demonstrated such a complete lack of care, communication and professionalism. IHG, you haven’t just lost one customer. You’ve lost the trust and future business of a travel professional who recommends and books hotels for other travellers. I will be making my clients aware of my experience, and I will actively avoid recommending IHG properties going forward. Absolutely shocking treatment, utterly unacceptable customer service, and a complete disappointment from what is supposed to be an internationally recognised hotel brand. My advice? Think very carefully before handing over your money to this hotel. In my experience, getting their attention once they’ve taken payment is a completely different story. ZERO STARS FOR CUSTOMER SERVICE. NEVER AGAIN.
• CN

  C N

  Oct 8, 2026
  5.0
  This hotel was perfect for our needs because it had lots of parking, a nice pool, a large breakfast, and clean rooms. There was plenty of parking and was never hard to find a spot. The pool was very clean and comfortable. The breakfast was exceptional and had lots of options. The rooms are very clean and tidy. It’s close enough to both Disneyland and Knott’s Berry Farm and this is why I highly recommend this hotel to everyone.
• BY

  Brye Sisco Yohe

  Oct 6, 2026
  1.0
  Very unsafe hotel. This should not be able to be in the IHG Product line. The elevators did not work and we got stuck in the elevator for almost 2 hours. In addition to that there were drug dealers and prostitutes outside of the hotel doing business. On our first night there a homeless person was trying to get into our door at 2am. I would not stay here
• NS

  Natasha Sokol

  Sep 27, 2026
  1.0
  UPDATE: The hotel’s response to this review was one word: “Template.” I’m visually impaired; I use assistance to organize my writing. The photos I posted document the conditions described. Rather than address any of them, management dismissed my review. That response perfectly illustrates the accountability problem. We stayed Sept. 18–23 near Knott’s. This went far beyond maintenance: cleanliness, service and, most seriously, security. At check-in I asked why the lobby/common areas were unbearably hot, feeling near 90°. The response suggested this was ongoing. There also seemed to be inadequate parking. That night our 3rd-floor hallway was pitch black except red EXIT signs; nobody explained the lights were motion activated. Our bathroom fan didn’t work, body soap was empty, food from a prior guest remained in the refrigerator, and the phone didn’t work/wasn’t properly attached to the wall. We reported the phone Sept. 18 and specifically said WE would tell the desk when we were ready for someone to enter. Around 10:30 AM Sept. 19, our first morning to sleep in, a man banged on the door. He did not identify himself, say “maintenance,” or explain why he was there, then proceeded to ENTER. My partner was in her underwear and jumped up to slam the door before he came farther inside. He returned 10–15 minutes later; we told him to go away. I immediately complained and requested a manager. I was promised a callback. It NEVER came—not during our stay, not with an apology, explanation or attempt to make this right. My partner was also hung up on by the front desk during another call. On Sept. 21 I called IHG and filed a complaint. IHG attempted to contact the hotel’s front desk and, according to what I was told, THEY WERE HUNG UP ON TOO—the same treatment we experienced. I contacted IHG again recently and was told the hotel had 48 hours to respond. I still have not received a response from management. On Sept. 23 we found an earwig in the bathroom, which I photographed. I was also repeatedly bitten by something during the stay. I don’t know what caused the bites and won’t speculate, but combined with the humidity and cleanliness issues, it was uncomfortable. And now, after all of that, the public owner response is simply “Template.” If that was intended to imply my review wasn’t genuine, it is especially insulting. I am visually impaired and this is how I communicate a detailed experience clearly. Using assistance to organize my words does not erase what happened, and photographs don’t become imaginary because a review is well structured. Mistakes happen. Maintenance issues happen. But an unidentified person with a hotel key entering an occupied room, management ignoring the complaint for the remainder of a Sept. 18–23 stay, the front desk hanging up on guests AND reportedly IHG, and management still failing to respond after another IHG escalation are choices in how a property handles accountability. Add the heat, parking, dark hallway, broken fan/phone, empty soap, leftover food, humidity, insect and bites, and this was unacceptable. We chose this hotel for its location. I would never recommend it now. The most astounding part isn’t that things went wrong; it’s that management has repeatedly had opportunities to apologize, investigate, respond or make this right and instead has done none of them. Even now, there is still no meaningful apology, resolution or refund—just “Template.” I strongly recommend staying elsewhere.
• VV

  Vinh Vu

  Sep 25, 2026
  3.0
  The location itself wasn’t bad, but the photos definitely made the exterior look nicer than some of the interior areas. The elevator was extremely dirty and really needs to be replaced. Several sections of the hallway leading to the elevator also need a serious makeover. The room wasn’t terrible, but we ended up getting bitten by multiple mosquitoes that somehow got inside. We were also charged an unexplained $2 fee. When we called the front desk after returning home, the staff said the manager would follow up, but no one ever contacted us. She guessed it might be for the water bottles we took from the bar, even though those were offered to us as Elite members. Another issue: on the second day, we came back to change and found our room key no longer worked. The front desk said it had been deactivated at 11:00 a.m., which is checkout time, even though our reservation was for two nights. She had to reactivate it manually. It seems like all keys get shut off at 11:00 regardless, though we couldn’t confirm that with other guests. The free breakfast was mediocre at best. The only thing I could really enjoy was the sausage. Would we stay here again? Considering the price we paid—even with some credit from our card perks—the answer is absolutely no.

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