Holiday Inn Express Hotel & Suites Banning by IHG

Reservation Suddenly Cancelled and Rude Manager If you are coming here for Indian Wells Tennis/BNP Paribas Tennis or another big event, I WOULD NOT recommend this hotel. The hotel is overcrowded and overbooked during this time and management does not know how to deal with it. The manager is the most condescending, rude person we have ever had to deal with and tried to shift the blame away from herself on us. The hotel also flat out lied to IHG management. Why is such a person working in hospitality? It’s a small dinky hotel, the rooms are below average and the location feels unsafe, but it’s tolerable if you just want to crash for the night. We booked a room, they even called us at 8pm the evening of the booking to confirm it, and when we arrive there the reservation is suddenly canceled. The front desk receptionist, Kathryn, blamed others for the situation and offered minimal help in terms of numbers we can call or reaching out to IHG management or hotels in the area. She could not even tell us why our reservation was cancelled. We have been staying at this hotel for 3 years and the staff does NOT care about your situation. Apparently it was a card issue, but no one called to ask us about the issue. And people checked in after us who still had yet to pay. Holiday Inn guest services was more helpful initially. But they were unable to give us monetary compensation or find us another hotel for the night. We had to drive 2.5 hours back to our house at got home at 4 am. We got grounds passes for Indian Wells that we won’t be able to use now AND THEY WONT REWARD US MONETARY COMPENSATION FOR THEM! With Indian wells and other events in the area sometimes this may seem like the only option but PLEASE look at other hotels around the area like holiday inn Beaumont or San Bernardino. Don’t waste your time and money, because you aren’t even guaranteed a room here after reserving one.

Price only reason I can't give it a '5' Room and hotel were very clean. Had a working microwave, Keurig, and fridge. Bed was fairly comfortable. Room was quiet. Breakfast was nicer than I anticipated. Had a fresh pancake maker that my wife and son enjoyed. Staff was courteous and friendly. It's become my wife's favorite place to stay. The ONLY downside was the price AND the only reason I cannot give the place a '5'. It was overpriced. Would I stay here again?? It depends upon what they charge the next time we are down in the area. I will say that this place will be the first one I look up. If the price is fair, I will book it again.

This hotel reached its peak some time ago The first thing I noticed were some wax like stains on the work desk. I wasn't able to remove them. I talked about that with the front desk person the next morning. Her response when I asked to have this fixed: "Well.." A few other little things: no sugar for the coffee. I thought it is a good time to start drinking coffee without sugar now. Does not hurt me. The window blinds looked very crooked. One of the lights in the bath room had only 2 working light bulbs and the fixture cover is missing. Phone outlet cover not straight. All these are signs of neglect and not caring. I think I need to find another place to stay when I travel to Banning

Beyond Belief, Unacceptable This is a review on management and incompetence of staff, I will make sure if this is my last thing I do on earth to hold them to accountability. We arrived at this hotel after driving 2 hours with a reservation already secured and paid for. Arrived at 1230 am and presented ID and credit card used to pay for room through Priceline, but when the woman at the front desk looked at the reservation she informed us that our reservation was no good as they don’t take Priceline reservations or any other third party reservations for that matter except Expedia. When I asked why, I was told it was the management decision and that I needed to call Priceline and have them cancel the reservation and pay directly through the hotel, I explained that I was using affirm to book the reservation and that the reservation shows paid in full and couldn’t understand what the problem was. Again, I was told the management said no reservations through Priceline and I had to cancel. What I tried this, I was told by Priceline that they have done reservations through this property before and they could not understand why either. The refund however would not be issued for 24 hours and this being Friday it wouldn’t be until Monday, my problem is I didn’t have another card to pay another $400 for the stay and another amount for a deposit. I asked about paying for the room on a card for the one night since it was now after 1 am and paying the deposit in cash and was informed that I had to them give a $400 deposit if done in cash in case anything was wrong with the room when we left. Still dumbfounded by the fact that I paid in full for the room online, had a reservation, had ID to verify who I was and a card for the deposit, how is it that a hotel of such high standard (at least I thought as I have stayed in many Holiday inn express prior to this using the same reservation method) could do this to someone who is coming from a distance without letting them know prior that they don’t take Priceline reservations especially when they are on the website and accepting of this on that website. I don’t understand how they can just say sorry it doesn’t matter that you drove 2 hours to get here and paid for your reservation in full but we decided we no longer want to take this payment method or reservation method so either you comply or hit the road and find another place to stay. This is unacceptable, this is not something that is just going to be forgotten and blown off, I will be going through every measure possible to hold them accountable and making sure this isn’t done to anyone else to where their forced to sleep in their vehicle or drive another 2 hours home ruining plans that were arranged for the weekend. It is not right, this is not something that is common practice as I have never run into this problem anywhere I have ever stayed.

Nice Hotel Great place, we were met by a supernice receptionist who helped us check-in as Hotels.com had us pre-pay the room even if they were not allowed to as this hotel does not allow any pre-paied third parties. The room was really nice, great bed, although disappointing breakfast and a boring town.