Holiday Inn Express & Suites Elk Grove West I-5 by IHG

Unresponsive Manager and lack of customer service. My daughter had a medical emergency on the flight to CA. We could not use our booking. I called the hotel to advise, spoke to a very nice man. For the past six weeks I have emailed the manager and spoke to someone at the hotel. Even with a DR letter they will not refund.

AVOID AT ALL COST! I have NEVER had an experience as awful as the one I endured at this Holiday Inn Express in Elk Grove. From start to finish, it was an absolute nightmare, and I feel compelled to warn others about their deceptive practices and appalling customer service. First and foremost, this hotel is misleading the public with photos of rooms that simply DO NOT EXIST. What you see online is a complete fabrication, and when you arrive, you're met with a reality that is far from the polished images on their website. When I confronted them about this bait-and-switch, the manager, Sophie, was not only dismissive but outright rude. She had the audacity to claim she was "trying to help," but all she did was lie to my face and demean me in the process. She knew she got caught but had no intention of actually resolving the issue. When I pressed her on what she was going to do to make things right, she had no answer and just walked away. Unbelievable! The rooms themselves are dirty and musty, a far cry from what you'd expect from a so-called reputable hotel chain. They leave you with just two small towels, and good luck trying to get replacements—you'll have to track them down yourself. The lack of basic amenities and cleanliness is shocking. I've taken pictures of everything misleading and plan to escalate this matter with IHG Hotel Group directly. This hotel doesn't deserve to be part of any reputable brand. If I could give this place a negative 10-star rating, I would in a heartbeat. Save yourself the frustration and stay at the other hotel down the street next time. I know I will. This place is a disgrace, and I strongly urge everyone to avoid it at all costs.

Worst stay ever! I would NEVER EVER EVER EVER stay here again! I accidentally left some belongings in the closet. I called the hotel to let them know and the First Gentleman said no problem, to come down and grab my belongings. Upon arriving my property had MAGICALLY DISSAPEARED. The lady told me housekeeping already did a thorough cleaning of the room and I said I didn’t believe that because when I first got into the room it was filthy. There was so much garbage under the bed and on sides of bed between bed and night stand, utensils, cans under bed, wrappers, etc. not only did my property disappear and the room was flighty but their overall demeanor was poor and could care less from the the very beginning.

DIrty Rooms I wish I had read the reviews before I booked, but based on my great experience at the Ukiah property, I decided to stay here on my way back. When I walked in the room I noticed immediately that the tile floor at the entrance and in the bathroom was as sticky as a movie theater floor. So sticky that when I walked around my shoes made that sticky sound. I contacted the lady at the front desk (Yolanda, who was wonderful) and she sent up housekeeping while I went to get some dinner. When I came back it was cleaner by the door but still sticky in the bathroom. I put the bath mat in front of the sink so I didn't have to stand on the sticky mess. Then I noticed that the desk area was sticky like someone spilled a soda, and there were a couple of stains in front of the desk. I put a towel down and wiped off the desk with a wet wash cloth. Geez, people, clean your hotel rooms. $200 bucks to stay in a dirty room?? Don't stay here. Apparently each IHG property is different and there is no uniform standard across the brand.

Go somewhere else Charging a facility fee" when the pool is non operational, by the looks of things for a long time. (pool was green) The carpets where a mess, the chipped paint and peeling wallpaper where also disappointing.