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

Apr 5, 2022 by Customer Care Team

Dear guest, We are disappointed if one of our guests leaves with less than first rate experience. Our aim is to provide a clean, comfortable and pleasant place to stay. We sincerely apologize that our hospitality and attention to details left something to be desired, this is very unlike us. Thank you for sharing your feedback. Please feel free to connect if there is anything we can do to help. We sincerely hope that you will give us another chance to restore your faith in our hotel and hospitality.

Feb 16, 2022 by Customer Care Team

Dear guest, Thank you for choosing to stay with us and rating your experience as positive. We are glad that you found our accommodation clean and quiet, and it's nice to read that our proximity to the airport suited you. We also hope your stay was relaxing and you had a good night's sleep at our property. Your comment about the area is duly noted, and we are sorry that it did not particularly appeal to you. Our guests usually love our location as it does offer many advantages as a base in this area. We sincerely hope that this aspect of your visit did not detract from the overall experience too much. We trust that the positives of your stay outweighed any downside, and we hope to welcome you back when you return to South San Francisco. Best Regards, Holiday Inn Express SFO Customer Experience Team

Nov 2, 2021 by Guest Experience Team

Dear guest, Thank you for your review. We appreciate you telling us that you liked the shower. At Holiday Inn Express SFO, we strive to deliver a great guest experience, but it appears from your rating that your time with us did not meet your expectations entirely. We apologize for any disappointment with the accommodation, and we would like to know more about how we can make your next stay with us enjoyable. We hope for a chance to redeem ourselves with you and restore your faith in our hotel and hospitality. Best Regards, Holiday Inn Express SFO Customer Experience Team

Oct 29, 2021 by Guest Experience Team

Dear guest, Thank you for choosing to stay with us and rating your experience as positive. We are glad that you found the room clean and spacious, and it's nice to read that our breakfast offering was to your liking. We also hope everything was in order and you had easy access to your essentials. It was a pleasure to host you, and we look forward to having you back many more times in the future. Best Regards, Holiday Inn Express SFO Customer Experience Team

Oct 5, 2021 by Guest Experience Team

Dear guest, We are sorry to hear that you did not experience the usual level of satisfaction that other guests have with their stays with us. We apologize for the aspects of your visit that did not impress you, and we thank you for sharing your feedback with us, as this allows us the opportunity to improve future guest satisfaction. We will ensure that our staff is aware of your impression and see to it that all of our team members endeavor to make sure that each guest has the positive experience that we aim to provide. With regards to the parking fee, as an airport property, we strive to provide convenient and secure parking for our guests. Our secured parking lot is priced very competitively as compared to other airport hotels nearby and hotels in San Francisco that also charge for parking. Furthermore, due to limited parking in this area, mostly all hotels do charge a parking fee. We sincerely hope that these aspects of your visit will not deter you from staying with us again. We look forward to an opportunity to redeem ourselves with you and hope to delight you with a superior experience during your next trip to the area. Best Regards, Holiday Inn Express SFO Customer Experience Team

Sep 1, 2021 by Guest Experience Team

Dear guest, Thank you for your review. We strive to deliver a great guest experience, but it sounds like your time with us did not meet your expectations entirely. We apologize for the disappointment you describe with our limited airport shuttle service, and we regret the inconvenience caused. The 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 service. Most SFO hotels have discontinued the service. Also, unlike other hotels in the area, we have chosen to retain an expanded continental breakfast as opposed to a grab-and-go bag and provide our stay-over guests with full housekeeping services if requested. We sincerely hope that this aspect of your visit will not deter you from staying with us again. We look forward to an opportunity to welcome you back and hope to delight you with a superior experience when we have a chance to showcase the full range of our amenities. Best Regards, Holiday Inn Express SFO Customer Experience Team

Aug 30, 2021 by Guest Experience Team

Dear guest, We are sorry to hear that you did not experience the usual level of satisfaction that other guests have with their stays with us. We apologize for the disappointment you describe with the view, and we regret that the location of our property did not particularly appeal to you. Our guests usually love our location as it does offer many advantages as a base in this area. Should you plan another visit, we request you to give us a call ahead of time so that we can try our very best to get you a quieter room facing the backside. As you rightly point out, full-service room cleanings are offered every five nights or upon request. This is to reduce human interaction due to COVID-19 and also the industry norm with major franchises doing the same. Your comment about the parking fee is duly noted. As an airport property, we strive to provide convenient and secure parking for our guests. Our secured parking lot is priced very competitively as compared to other airport hotels nearby and hotels in San Francisco that also charge for parking. We sincerely hope these aspects of your visit will not deter you from staying with us again. We look forward to an opportunity to redeem ourselves with you and hope to delight you with a superior experience during your next trip to the area. Best Regards, Holiday Inn Express SFO Customer Experience Team

Aug 26, 2021 by Guest Experience Team

Dear guest, Thank you for your review. It's nice to read that our price and location suited you, and we are glad to hear that our cleaning and custodial staff left a positive impression on you. At Holiday Inn Express SFO, we strive to deliver a great guest experience, but it sounds like your time with us did not meet your expectations entirely. We are sorry to hear that our parking fee and deposit amount did not suit you. As an airport property, we strive to provide convenient and secure parking for our guests. Our secured parking lot is priced very competitively as compared to other airport hotels nearby and hotels in San Francisco that also charge for parking. Furthermore, like any other hotel across the US and around the world, we charge a deposit for the incidentals that may occur during your stay. If not utilized, this amount is released immediately at check out, following a quick examination of the room. Your comment about our front desk staff is duly noted, and we appreciate the opportunity to improve future guest satisfaction with the necessary training for the concerned team member. We have also noted your feedback about the drinks, and we apologize for the inconvenience caused. We are saddened to read that you feel you wouldn't stay with us again. We are sure that you would not have the same experience on another occasion, and we hope you would reconsider. We know we can do better, and it would be an honor to have a chance to redeem ourselves with you and restore your faith in our hotel and hospitality. Best Regards, Holiday Inn Express SFO Customer Experience Team