Holiday Inn Express & Suites Lathrop by IHG

Reviews

• CG

  Crystal Grossman

  3 days ago
  1.0
  Terrible customer service. Our team booked this hotel in June, through Hotels.com. We had to cancel a month prior to the stay due to the tournament being cancelled. Within 2 days we were able to book another tournament, one parent who booked the exact same way I did through the same website, was able to work with the hotel to reinstate her reservation, so she wouldn't lose her $164 night stay. I called spoke to the same lady Betsy, who was WONDERFUL and willing to reinstate my hotel so I also wouldn't lose the $164. I just had to call Hotels.com, have them email the hotel with the request, the hotel already took the money from my account, so I was hoping to reinstate the hotel, since it was within days of canceling. Hotels.com emailed the hotel with the request, since the payment was already deducted from our account. The manager at the hotel emailed denied the request, and said they would not and could not reinstate the reservation. Even though they literally had just done this for another parent on our team, the manager wanted me to rebook my reservation, and as a "gift" they would waive any cancelation fees if I had to cancel again. Why would I book again, when you took $164 from me, for a stay that I couldn't meet. I fought with them explaining they had literally just made this accommodation for another family on our team, who also booked through hotels.com. It made no sense they wouldn't/couldn't reinstate our reservation, when they already deducted the money. I ended up booking at another local hotel after this horrible customer service experience. Our entire team ended up not going to the tournament, as the 2nd one was canceled also. However, the families that did remain at this hotel, were able to get a FULL refund from the hotel (again booking through hotels.com) I still don't understand why my reservation which was booked identical with this hotel, could not receive the refund, yet they made the accommodations to our team families. It's been nothing but a nightmare dealing with this hotel and their team. I would never recommend their services.
• KG

  Kristin Gorton

  Jul 18, 2026
  3.0
  Decent stay I would recommend to get the two plus beds
• ND

  Nothing a servant wouldn't do

  Jun 7, 2026
  5.0
  Very helpful at the desk
• PJ

  Paula James

  Jun 2, 2026
  5.0
  We always enjoy our stay at Holiday Inn Express. The rooms are always nice and clean and if we ever need anything we have no problems getting what we need. Keep up the great work.
• JP

  Julia Piland

  May 27, 2026
  5.0
  This hotel is simple, very clean and easy to get to. Right down the street is a food truck area by a car lot, which looks like they had awesome food and treats. The staff at the hotel were nice and helpful. Maria and Joselyn made sure we had everything we needed and that my kid was comfortable.

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