Holiday Inn Express San Francisco-Airport North, an IHG Hotel

Dear Mr. Libutti, Thank you for taking the time out of your busy schedule to review your recent stay at Holiday Inn Express SFO. We appreciate your feedback and are pleased to learn you had a positive overall experience at our hotel. We hope your stay was comfortable and you had easy access to everything you needed. Please do let us know if there is anything we can do to make your next experience even more enjoyable. Your complete satisfaction is our top priority, and we'd love to exceed your expectations on a future visit. We look forward to seeing you again soon and hope to deliver a 5-star experience during your next stay. Thank you for choosing us. Safe travels!Best Regards,
Holiday Inn Express SFO
Customer ExperienceTeam

Dear guest, Thank you for your review. We strive to deliver a great guest experience and are disappointed if one of our guests leaves with less than a first-rate experience. Your satisfaction is crucial to us, and we would like to know more about how we can make your next stay with us enjoyable. We hope to have another opportunity to exceed your expectations and delight you with a superior experience. Thank you for staying with us on this journey. We value your business and appreciate you taking the time to rate us.Best Regards,
Holiday Inn Express SFO
Customer ExperienceTeam

Dear Ms. Bains, Thank you for staying with us in South San Francisco and taking the time out of your busy schedule to provide valuable feedback. We are grateful for the opportunity to serve you and thank you for giving prospective guests who may be reading the comments relevant information about our location and proximity to the airport, Fox car rental and gas stations, in-room conveniences, parking facility, and complimentary services such as airport shuttle and breakfast. We hope these aspects of your stay contributed to a comfortable experience. While you seem to have had a satisfactory overall experience, we truly would have wanted you to love your time with us. Please do let us know if there is anything we can do to make the next visit more enjoyable for you. Your insights are invaluable in helping us enhance our product/service. We look forward to hosting you again and hope to delight you with a superior experience during your next trip to the area. Thank you for making us your hotel of choice on this journey. We appreciate your business and your insights.Best Regards,
Holiday Inn Express SFO
Customer ExperienceTeam

Dear Mr. Milligan, Thank you for your review. We are very disappointed that your recent experiences at our hotel were less than ideal. Providing our guests with an enjoyable and hassle-free stay experience is of the utmost importance to us, and we sincerely apologize that we failed to achieve the said task with you. Unfortunately, the system downtime was outside of our control. That said, we understand that such scenarios can be disruptive and inconvenient, and we are genuinely sorry for the challenges you faced with manual check-in. We appreciate you sharing your candid feedback with us and assure you that we will take the time to reflect on your insights and use this experience as a training tool to facilitate a more seamless experience for our guests in the future. We offer complimentary Wi-Fi to our guests to help them keep up with home and office; however, it's unfortunate you had trouble connecting to our Wi-Fi service. We wish you had alerted our front desk team to the Wi-Fi connectivity issue, as they could have helped you get online. Nonetheless, we thank you for making us aware of this issue, and we will be sure to investigate your complaint. As for our proximity to local dining options, while we serve a complimentary hot morning breakfast buffet at our hotel to help you fuel up for the day, our convenient location means we are easily drivable to Downtown South San Francisco, which is dotted with local restaurants to quell your hunger. Neighboring cities like Burlingame also have a bustling array of local shopping, attractions, and dining. Thank you for bringing these matters to our attention and making us your hotel of choice on several occasions. We are grateful for the opportunity to serve you during your travels, and your feedback is valuable and will help us improve our services. We earnestly request you give us another chance to make amends and re-establish credibility with you by providing a more comfortable and smoother experience on a future visit.Best Regards,
Holiday Inn Express SFO
Customer ExperienceTeam

Dear guest, It's regrettable that your stay was not up to our high standards. We strive to deliver a great guest experience and are disheartened to read about the many issues you encountered. We value your loyalty to IHG greatly, and it's our constant endeavor to make sure that we honor all of the benefits accorded to you as a member and that we can control at the property level. Here, we would like to clarify that as a franchise, we offer points, and Platinum member get 500 amenity points during their stay. That said, your interaction with our team should always be pleasant, and we apologize if our front desk personnel appeared less cordial than expected. We hold ourselves to high customer service standards and will be sure to address this with the concerned staff member to ensure we provide better customer service moving forward. We appreciate your feedback about the bottled water. Unfortunately, complimentary water is not currently a Holiday Inn Express brand standard; therefore, bottled water is not offered complimentary at any Holiday Inn Express property. However, we strive to provide quality amenities at competitive prices. Regarding the shuttle service, we regret that our limited shuttle hours and the fact we share this service with other hotels in the area caused you such displeasure. Please note that our shuttle hours are advertised on our brand website to avoid inconvenience. Our shuttle schedule has been modified due to the limited number of flights to/from SFO during non-peak hours. Again, we are one of only a few hotels that still provide this complimentary service, and almost every hotel that has begun to provide shuttle service is operating on the same schedule, except for full-service properties. As you rightly pointed out, we share this service with other hotels in the area, so we recommend guests keep this in mind when scheduling a return to the airport. We are very sorry you had such challenges with our Wi-Fi service. Our WIFI tends to be pretty good usually, so it is strange that this happened. Rest assured, we have noted your concern and will be sure to investigate your complaint. It's concerning to read your comments about cleanliness and bed bugs. Our housekeeping team works diligently to prepare each room meticulously, ensuring a fresh and clean environment for our guests, so it's strange that this happened. Bed bugs are serious allegations, and we take upkeep in this area sincerely. We work with local experts regularly to check all the rooms to ensure our rooms are always in great condition, so your comments are surprising. Nonetheless, we take your feedback seriously and will have our pest-control partners carry out a full review of our facility to ensure the issue has been comprehensively dealt with at this point. We will also review our room cleaning policies with our housekeeping team to address any service lapse. Furthermore, we will use your feedback as a training tool to facilitate superior guest experiences with the necessary intervention to improve communication with guests. Thank you for bringing these matters to our attention. We are committed to continuous improvement, and your insights are helpful. It's unfortunate that your recent visit did not meet your expectations. Should you reconsider your decision and choose to stay with us again in the future, we would love to showcase the improvements we have made and share a much-improved experience.Best Regards,
Holiday Inn Express SFO
Customer ExperienceTeam