Rated 3.7 out of 5 by 212
Rated 4.0 out of 5.0 by gamehost Very comfortable, very convenient
this hotel is right off hwy 101. very convenient for me to travel to and from meetings. The elliptical in the fitness room didn't work though.
Parking was ample, Houlihan's on site is a convenient place to eat. Desk staff was helpful.
March 21, 2013
Rated 1.0 out of 5.0 by ericbpl Nightmare from the moment I made the Reservation
I was in the service industry for many years, and I know all about hospitality, and how to treat guests. I feel like my recent experience at the Holiday Inn SFO, was a nightmare from the moment I picked up the phone to make the reservation, all the way until I checked out.
Here is what I had to do. I had to make a reservation for March 14th for 3 rooms, for 4 people. I was to stay in one room, my associate in another room, & my other associate and his girlfriend in the last room. Using the company credit card, that I would not have with me upon arrival, I was instructed to use a credit card authorization form.
What should have been a super easy procedure, turned into a 5 day marathon of phone calls that were a minimum of 15 minutes and stretched all the way to 45 minutes. Let me tell you exactly what happened…
First off, none of my business associates wanted to stay at the Holiday Inn. But I wanted to. We had stayed at the X across the street, and went to your property to enjoy food and drink at Houlihan’s. It was at this time that I decided that the next time we went to SF, I was definitely going to stay at that property! I had tried to make reservations there before on a previous trip, but it was completely sold out. So I was excited to try again, and happy there was availability on the night requested.
The first phone call went smoothly. I requested three rooms, all with King sized beds, and gave the names of my associates (James X & Davis X) to the operator. I wanted to make sure that if either of my associates showed up with out me, they would be able to check in on their own (I have had issues with this in the past at other hotels). The gentlemen I was talking to got my reservation, put all three rooms in my name, added my associates names to each room, and said he would send me the confirmation emails and the credit card authorization form.
After not receiving the emails, I followed up with the hotel 2 days later, once I realized I had never received the information. I called in, and was sent to the Reservations Call Center. They asked me for my name, and then informed me that they had no reservations in my name. Luckily, there was still availability in the hotel and I was able to retain the same rate. I had to go through my whole story again, which irritated me, but he took my info for three rooms, added the names, and said he would send me the information. As soon as I hung up the phone, all the confirmations and CC Auth Form were in my Inbox. I printed out the form, and had to push off on filling it out until the next day.
The next day I noticed the form said to fax it back to the hotel. I don’t have steady access to a fax machine, so I wanted to call back to ask if it was okay if I could just email the form. So I called back and went to reservations. They asked me for my name, and told me they had no reservations for me. I couldn’t believe it, and told them I was looking at confirmation form that was emailed to me. After they looked again, they said yes they did have my reservation—for TWO rooms, under ONLY my own name. This is when I got angry. This is when the ineptitude of your employees threw me for a loop. I had to once again explain the WHOLE situation—3 rooms, multiple names, etc. These phone conversations, saying the same thing to multiple people was driving me crazy. The guy on the phone apologized, and said he would do what he could to help me. He took my information again, and made the reservations with all the names assigned to the three rooms. He wanted to put me on hold so he could contact the front desk at the property and catch them up to speed. I appreciated that, and so the 4 minutes he had me on hold weren’t that bad. But when he came back on, he said that he hadn’t been able to connect with the front desk, as there was only one person there and they were busy. So he put me on hold again for three to four more minutes, then told me he had explained the situation to the front desk, and was going to transfer me to them and they would tell me where I need to email the form. He transferred me to the front desk, and Kimberly answered the phone. She informed me she had not heard from anyone at reservations. So I told her my name and she looked up my reservation. She said she had me for two rooms, both with only my name, and that she had another reservation under James X, that I could not adjust , without his authorization. I told her I made the reservation, and that I made all the reservations, and had to make sure my card that I was doing the CC authorization form was the one that had to be charged to all rooms. She said she couldn’t put my name on his room, even though I made the reservation. But she could add any other names to the rooms. So for the FOURTH time I had to explain to put Davis X and his girlfriend on the other room. At this point, I asked her to put notes on the account, so if I called back, the next person would be appraised to the situation. She said she would do it for me. She gave me email address, and asked me if she needed to send me the CC Authorization form. I told her no, I had the form, and that’s why I called to get the email address. She said okay, and that once I sent the email and she got it, she would email me that she got it. I thanked her for her time, and got to work. She told me I had to fill out the CC for each room, so three in total, along with the scan of the cc and the DL of my boss. So I sent her the materials.
Four hours later, I never got a response, so I called (hesitantly) back the hotel. A woman answered the phone who had a thick accent, so I didn’t catch her name. I asked her to look up my reservation, and she said she didn’t have my reservation on file! I told her that I had spoken to Kimberly, and gave her a confirmation number. She looked again and she found it. I asked if the CC authorization form had been approved. She said there was no such form on the reservation. I asked her to look at the notes, and she said there was a note from Kimberly, that said Kimberly had tried to send me the CC authorization form (even though I told her NOT too), and the email had been bounced back. The first thought in my head, based on years of hospitality and customer service, was “Then why didn’t she call me immediately and let me know?!”.
I asked if she could see the email I sent. She said no. I confirmed the email address, I had sent it to the right place. Then I had an idea—I asked her to look into the SPAM folder. Then she found it. I asked if she could see the attachments. She said no, and that I would have to send it again! I told her to take the email out of the spam folder and put it in her inbox. She did. I asked her if she could see the attachments now, she said yes. Why she did not have training in this situation, because I don’t think CC authorization forms are extremely rare, is beyond me!! I also told her to make notes in the account.
Then flash forward to me checking in. I had flown from LA to Boston on Tues night, spent the day in Boston on Wed for work, then had to leave at sunrise on Thurs and flew to San Fran where I was on a shoot all day. So I was exhausted. I got to the desk with James X. One guy was helping me, and James was waiting behind me. Another employee came out and tried to help James, but I asked that he wait with me to make sure we were on track. The other employee said, “No problem, that just makes my job easier!!” and started laughing. Very unprofessional and not a good face of the hotel, especially to a tired guest, who had a bad experience making a reservation, and just flew across the country twice in 3 days.
We got our keys, and went to our rooms. I am a very large man. 6’4” inches tall, and 275 lbs. So I was disappointed that I got a room designed for handi-capable guests. I could not even see my face in the mirror when I was getting ready for work early the next day. Just another missed opportunity to provide excellent service. The guy who checked me in, Omar (I believe), should have seen that it would be ridiculous to put a man of my stature in the room with lowered mirrors and closets, but he didn’t. Par for the course from what I had already experienced.
The bed and pillows were comfortable and nice. Until 4:30 am, when I was woken up by a loud crash! I turned on my light, and the A/C housing, had completely come off the unit. All that was left was the big metal box of the ac. Exhausted, I took it in, and went back to sleep, because I had to get up in one hour.
As I put on my socks, I sat on the foot of the bed, and the entire thing lifted up! I caught myself, and nothing happened, but can you imagine how horrible that would have been for a handi-capable guest? They could really get hurt. Felt it important to let you know.
After this experience, my perception of what Holiday Inn is, and how it treats it’s guests, has been tarnished dramatically. The thing I can’t believe is how much I WANTED to stay there. How I had to CONVINCE my associates to stay there instead of all the other hotel options in the area. And then had to live out that nightmare. I would say that the possibility of me staying at your properties in the future has been severely reduced by how I was treated by your staff. Again, being from the hospitality/service industry, I would have never allowed this situation get out of hand, and I would do what ever I could to recover the guest. For example, when I checked in, if they had done something like, “I see you had a challenging time with your reservation. Here are some free drink coupons you can use at Houlihans! We want to make sure you enjoy your time here!” Something as small as that would have been enough to prevent me from taking the time to send this email. I am definitely not a satisfied guest. If you want to get back to me, you can email me at X. Thank you.
March 21, 2013
Rated 4.0 out of 5.0 by Jay1956 Comfortable room and very accommodating service
I arrived much earlier than expected and the staff was very helpful in getting me in a room without issue. The room was very comfortable and clean. Having access to Houlihan's for my meals increased the value of my stay. I make many business trips to SFO and Holiday Inn will be my choice for lodging.
March 18, 2013
Rated 3.0 out of 5.0 by Jakescool Expensive for a Holiday Inn
Just okay place to recuperate after a long trip. Reasonable clean and good bedding....but pricey. May just be the nature of San Francisco area.
March 16, 2013
Rated 5.0 out of 5.0 by Tommy123 Responsive team
The team working at this location was found to be very responsive and accommodating to the needs of the customer. I recommend this hotel for it's great service! I had some issues and short term needs met on the spot when requested.
March 14, 2013
Rated 5.0 out of 5.0 by Holybible Nice to have a stay
I stayed at this hotel for transferring flight on the next morning
It made me feel comfortable and get relaxed when I get into my room
Everything is just right
March 14, 2013
Rated 4.0 out of 5.0 by TopDesigner Good hotel room, other aspects lacking
I have stayed at this hotel several times now for business meetings and travel. The rooms have been surprisingly good, as is the sound insulation - vital for an airport hotel. What lets it down is the detached attitude of the reception staff, and the quality of the restaurant. Food has been less than mediocre, the tables dirty, and twice now I've been sitting in a cold draught. We seem to accept that an airport hotel means anonymous service and soul-less food. Why does that have to be?
March 9, 2013
Rated 5.0 out of 5.0 by Joem73 Great Service
Thanks for the help with my lost item at the hotel and it's prompt return.
March 9, 2013
Rated 4.0 out of 5.0 by Angelflyer Great Staff
I arrived to San Francisco from Hong Kong on March 1st. Flights were disrupted due to fog. I ended up getting in 4 hours late and could not make any of the afternoon flights to my destination, Houston. I am not very familar with the area, but I went ahead and booked this hotel mostly due to it's nearby location to San Franciso International. They were friendly and welcoming. I chose the hotel because it is near the airport, but I ended up liking the place more because it's staff is very nice.
March 7, 2013
Rated 4.0 out of 5.0 by Josh27 Experience
I enjoyed my Stay at the Holiday Inn, It was close an convenient to the SFO Airport. I would recommend anyone to stay at this hotel. The only thing is make sure you clarify with the Desk when the shuttle is running because they must not know the shuttle schedule times.
March 2, 2013
Rated 4.0 out of 5.0 by Orangejello Great Hotel for a Holiday Inn
When I walked in I thought I was in the wrong hotel. Beautiful lobby and bar area. The decor is great. Front staff was very friendly and helpful.
Only negative was the elevator for my area was down. This normally wouldn't be an issue, but I had recently had surgery and taking the stairs was not desirable.
February 19, 2013
Rated 1.0 out of 5.0 by Bobby13 Worst Property Ever: What a dump/crack house
Really? I cannot believe this property even exists. You have absolutely no standards. There are plenty of older Holiday Inns out there that make an effort to keep themselves up and nice (i.e. Orlando).
This place is no better than a crackhouse. The rooms are dreary and out of date. The tub/toilet area looks like a homeless shelter. The toilet rocks side to side giving a true San Francisco earthquake.
Plus, a real disturbing CSI type stain on the vanity carpet.
Lobby was very nice and completely misleading.
To add insult, charge a $1.00 Amex fee to further rip-off my company and make it impossible to submit the bill. What do you put it under?
For this you charge $XXX? So many other options. Bet the Holiday Inn Express was nicer and cheaper.
Priority club points are the slowest to earn rewards of anywhere.
I am officially done with Holiday Inn and getting them removed from list of preferred hotels at company.
February 15, 2013
Rated 5.0 out of 5.0 by Ron53 Another great stay!
I live in the Netherlands and have stayed here for almost 13 years. The service is great, and the hotel is seconds away from highway 101, making getting around very convenient. Also only minutes away from the airport so you don't have to worry about getting out of the city to catch your flight.
February 5, 2013
Rated 5.0 out of 5.0 by rasta4u Very pleasent experience
I had a great time staying there, the room and bed was very nice.
January 31, 2013
Rated 1.0 out of 5.0 by TomG53 Bad Experience
I checked into this hotel a couple of hours before I picked up my boss. When he arrived there was a sewer like odor in the lobby. One of the front doors was off the tracks and propped up beside the opening. We asked to be able to move to another hotel. If we did so, I would not get a refund for the first night because I had alread checked in.
In both of our rooms a smell of room deodorant was really too strong.
In the fitness facility the eliptical was broken.
The business center consists of one computer in the lobby. It's obvious that more are needed from the inablity to get on to print boarding passes.
Service in the restaurant was slow. The restaurant is really too big for a single waitress.
The hotel needs to be remodeled or at least repaired.
We won't be back.
For the room rate we paid, I expected an up-to-date facility.
My boss constantly complained.
January 22, 2013
Rated 4.0 out of 5.0 by raiderdadeo great value
A great value for the location very clean and comfortable.
January 21, 2013
Rated 3.0 out of 5.0 by Cardude Decent, close to airport
I stayed just a single night, before an AM flight leaving SFO. The major GPS systems, including Google Maps won't get you there and it was difficult getting someone to answer the phone. Maybe the phone attendance was just a fluke, but it didn't help in locating the hotel.
The elevators are SLOW! I mean scary, trapped on an elevator slow. This really makes me consider this location at the bottom of my list of area hotels.
The room in my opinion was okay, but basic maintenance items weren't taken care of. The entry light to the room had a bad switch (those annoying motion detector ones) so I fumbled a bit until locating another lamp. The only other warning I would have is with regards to the temp of the hot water. Anything past what should be warm will scald you. I've maintained my own hot water heater at home and this water felt far in excess of 140 degrees at middle setting.
The staff was friendly at check out and apologized, but those two really are on the maintenance team.
Overall, quiet, free shuttle to airport, inexpensive compared to others in the area. In my opinion, just a few fixes could really improve this location considerably.
January 17, 2013
Rated 4.0 out of 5.0 by RzShah Nice hotel
We had flight from Maui/OGG->SFO->DFW due to weather; flight canceled so we had to spend a day near sfo and we started calling to near hotels by sfo also we wanted to early check-in. The hotel staff/front desk clerk were very nice she allowed us few hours early check-in - We will recommend to Family/Friends to this hotel.
December 28, 2012
Rated 4.0 out of 5.0 by seoulstuff Good stay at a nice property
It was by the airport and car rental area. I enjoyed my stay here at a surprisingly nice Holiday INN property.
December 24, 2012
Rated 4.0 out of 5.0 by Rsgs Knoxville
Nice hotel, clean and quite. I like the restaurant attached. Friendly staff. Good shuttle service to airport. Price is a little high for room. Better quality hotel then others that are close to airport.
December 24, 2012
Rated 5.0 out of 5.0 by giorgio21 Great service and excellent staff!
I recently stayed at the Holiday Inn SF Airport for 3 nights. I truly enjoyed my stay and was very impressed with the staff especially at the front desk. The desk agents were very good about directions to several locations I was seeking. They had printed directions waiting for me after my meeting. Joey and Carmina were awesome!
I had lunch and dinner several times in Houlihan's Restaurant, and the food was great, especially the salads.
I would highly recommend this hotel to be your first choice while visiting the SF Airport area.
December 17, 2012
Rated 5.0 out of 5.0 by Bill1958 Company Visit
My stay at the Holiday Inn San Francisco was outstanding and pleasant. The Hotel and rooms were very comfortable and clean, the staff were very friendly and profession-able.
December 14, 2012
Rated 5.0 out of 5.0 by Pellifer Restaurant Surprise
I had expected a safe, reasonably-priced, convenient hotel room and was not disappointed. The restaurant on the first floor was an added extra, though - great menu items and fast, efficient service.
November 24, 2012
Rated 4.0 out of 5.0 by LinLin66 Convenient to convention center
Conference at the S. San Fran Convention center, Holiday Inn a walk across the parking lot. Can't beat THAT! Houlihan's staff friendly. Regular bar flies are nice and conversant without being intrusive. Happy Hours 3-7 works well with conference hours.
Rooms are serviceable. Free wifi. Lobby Lounge areas nice as a meeting place. Elevators secure, got to use your room card to make it move. I like that safety feature being a single girl.
Forgot one of my shirts, the housekeeping staff found it and mailed to me the next day. Hooray! LOVED that service. I just charged the fee to my room.
Work out room 2 treadmills, 2 bikes. one set of minor Dumbells. 1 TV. Free water, towels.
Area--shady, but within 2 miles is the strip with Mama's tofu house and other local eateries that really titillated the taste buds. I walked but found a companion to walk with me, otherwise, taxi is the way to go. Walking under the highways, bridges, it was a bit dark and echo-y.
Shuttle to airport for BART every 30 min. nice little service. ATM machine in lobby fee is $3.00 but max is 200$; so you end up making several transactions during one stay. Just come to San Fran with a bunch of Benjamins. This city sucks money like it's thirsty.
November 23, 2012
Rated 3.0 out of 5.0 by DHGa Disappointing visit
We usually have a good experience at the Holiday Inn so hopefully this time was an exception.
We paid the Executive rate for a two night stay and were assigned room 544. The room looked OK but the king size bed must have been at least 10 years old. The mattress sagged in the middle and was extremely uncomfortable for my wife and I. We complained the next morning and were given room 538 where the mattress was OK.
The holiday Inn is conveniently located for us and we like the adjoining Houlihan's restaurant but we did not expect such an atrocious mattress. A good night's sleep is important at our age!
November 16, 2012
Rated 5.0 out of 5.0 by KB1200 Nice Stay!
You can't beat this hotel for convenience and service. We took their shuttle to the BART station at the airport . It was so easy. Best way to get to San Francisco sights without parking hassle!
The staff was very helpful.
November 9, 2012
Rated 3.0 out of 5.0 by 1Rick Good hotel. Bad restaurant.
Good, clean hotel room. Hotel staff efficient except they do not know where the shuttle to the airport picks up. I asked 3 different staff members where the pick-up is & they told me 3 different places. Only 1 was correct. Another guest I talked with missed her shuttle & had to wait 30 minutes until the next one because the front desk told her wrong. Great hotel location near airport. Bad restaurant -- I have stayed in many, many hotels. Been a Priority Club member since 1983. This is the worst hotel restaurant I have ever experienced. There is no other option within walking distance so they have a captive audience & no incentive to provide a decent amenity. During dinner the restaurant played violently loud music. During breakfast the service was slow as molasses in January. Had a flight to make & it was 20 minutes before they took my order. Three men walking around doing nothing. One was a surly manager. Finally a woman came & performed as a good waitress. Very slow kitchen. Will never stay here again. Too bad because the room was good, airport location good, transport to airport good if you stand out by the street & find out where the van is going to stop. Restaurant unacceptable. As a near 30-year Priority Club member I was recognized by the front desk with a bottle of water & a small bag of Cheetos.
November 8, 2012
Rated 4.0 out of 5.0 by Dallas1234567 Convenient stay
Easy access from 101, easiest hotel access ever. Easy check in.
Best was the restaurant availability in the area. Hungry Hunter only a block away with the best prime rib, succulent and tender, Wow, and service to match. When in South San Francisco, Hungry Hunter is a must for dinner.
Check out was unusual, no receipt under my door. The front desk staff seemed shocked, even with the two people behind me and the one next to me being assisted by another staff member, had the same comment. Two of us walked away after receiving our check out receipt, agreeing that this must be the hotel policy.
October 24, 2012
Rated 5.0 out of 5.0 by Rsgs Very Clean, Very close to ariport
Enjoyed my stay. Cost was a little high. Very clean room. Good service to the airport. Liked having the restaurant attached. Would stay again. Service was very good
October 22, 2012
Rated 4.0 out of 5.0 by Francine Spacious, ADA bathroom was a "plus."
The staff was nice. Rooms (suite) were spacious. We liked the ADA bathroom because one person in our party was in a wheelchair. The room was hot and we had to call a tech to come and turn on the AC because we couldn't figure it out. Pull-out bed was not made for the 3rd person in our group but I don't know if that was a part of the service. In any case, I asked for a staff member to come and make the bed and I tipped him for his trouble. Pull-out bed was not comfortable but then they all are like that. Regular bed was very comfortable, including the pillows. Quiet. TV quality was excellent although we didn't watch too much. Got breakfast downstairs--added milk and it tasted funny. Went down again and got a small individual carton and it was completely curdled and spoiled. Went back down to notify the staff that the milk was spoiled. They must have left everything out too long in the heat. I would come back again in spite of the little glitches because the hotel is easy to access and it's close to the city and very close to the airport. Price-wise--I guess it's always a bit more near an airport because we pay for the convenience. The people who work there are very courteous and efficient. Thank you.
October 21, 2012