Holiday Inn Express San Francisco-Airport South by IHG

Reviews

• SS

  Sarah Shifflett

  6 days ago
  1.0
  Upon arrival late Tuesday (June 9) I checked in, went upstairs to inspect my room and was completely disgusted by it. There were stains on the box springs, on the curtains, and most importantly, a weird potentially bloody, or potentially soda, gunky stain on the baseboards between the two beds, and on the power cords. I reported the problem right away, (about 11:30pm) but was told no rooms were available to transfer me to. They had completely booked the hotel. I contacted IHG corporate but there was nothing they could do to help me, I had to wait for the hotel to figure it out. The hotel refused to call in the manager or the owner to help resolve the situation. I had to wait in my room for an hour and a half, on the pleather desk chair (which I cleaned off with Clorox wipes) because I did not trust any other surfaces. The front desk man was also the only employee on site, so he never came up and personally looked at the room. He took photos of the photos I took from my phone. He also never personally inspected the second room with me, he opened it and then ran back downstairs. The front desk man informed me they could not transfer me to another room until the last reservation failed to show. All of the IHG hotels in the area were completely booked. I needed to stay within the shuttle area because my parents were arriving the next day, and we needed the shuttle to get to the hotel. There were other hotels with available rooms, but they were not IHG hotels, and they were more expensive. Holiday Inn express refused to cover the price difference for the stay at another hotel, and worse told me that they would have to hold money that I was spending on the current hotel for a couple of days. I was told repeatedly by IHG corporate that I would get a full refund, but we just had to wait for the manager to come in the next day to “push the button”. The next day, I briefly spoke to the front desk, but it was after 11 PM, I was simply picking up pizzas in the lobby, I had already taken my nighttime meds and she never identified herself as a manager. She is now claiming that I said everything was acceptable at that point in time, which I never did. She said they offered to clean my room on Wednesday, the only way to bring my second room to an acceptable level of cleanliness, would’ve been to replace the curtain curtains, and deep, clean the carpet. Which cannot be done while a guest is staying. They have been incredibly difficult about the entire situation, and even rude at times. They never apologized, they never gave me the refund, in fact, they have argued with me about it multiple times. I’ve taken the route of disputing it with my credit card based on the state of the room. The room was not hygienic, in fact it had not been for quite some time, and the room they transferred me to was also poorly maintained. As a side note, while waiting for my DoorDash order in the afternoon on Wednesday, I listened to housekeeping chat for 15 minutes in the hallway, without cleaning. They have not taken my complaint seriously, and have given no indication that they plan on correcting the hygiene problem. After finally getting transferred to a new room, I found that the carpet had obviously not been vacuumed or cleaned. This is where I found the toenails and crumbs. The box springs were clean in this room though, and it was 115am, so I took what I could get, and transferred rooms. Overall, I feel this hotel requires a through inspection, of every single room, and also a fire safety/ prevention inspection as well. Ive also included a close up of the power cords with the gunk on them, which were not properly fitted/ closed, leaving part if the prongs exposed.
• SM

  Said Mammadov

  Aug 14, 2026
  1.0
  Be careful if you paying for parking from additional card because they will charge you 2 times for that. I'm calling them many times but still no results.
• SN

  Sergio Nuñez

  Aug 13, 2026
  1.0
  El servicio al cliente para habla hispanos es horrible, las personas de ahí en recepción atienden muy mal y de mala gana. Lastima de ubicación por que es muy buena. Nota: pregunte por el horario de alberca en recepción y de mala manera me dijo la mujer que ahi atiende que puedo salir a ver el letrero que tienen afuera, claro que se puede, pero la cortesía al huésped siempre debe ser de primera, asi como la información que se da de sus servicios. Nota 2: pasa el metro muy cerca del hotel, no lo recomiendo si quieren descansar realmente.
• AC

  Alex Campbell

  Jul 22, 2026
  5.0
  All of the staff have been super friendly and helpful also they are all about the experience breakfast is great and hotel is clean and the beds are perfect soft yet supportive and pillows are great too also need anything just ask the front desk Kayla and Mustafa 10 stars
• TM

  Theo Machogu

  Jul 21, 2026
  1.0
  I booked back in March I told the gentleman who helped me book this trip that I will be arriving late due to the fact I work on the day and flying from south Texas can be a bit of a trip. After I land I get a notification that they canceled my booking, I tried to call but they left me on hold for 15 minutes I just went somewhere else. 🫠