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Guest Reviews
Each review and rating that we receive is verified to ensure that we only display information provided by guests who have actually stayed in the hotel.
93%
Recommend This Property

Overall Experience

4.4

based on 267 reviews
93%
Recommend This Property

Ratings Breakdown

267reviews

  • 5 Stars
    163
  • 4 Stars
    77
  • 3 Stars
    15
  • 2 Stars
    7
  • 1 Stars
    5

Bad experience, Dirty Room, Noisey

By

10 August 2016

I am writing to tell you about an unfortunate experience that my boyfriend and I recently had at your Holiday Inn Express in Union City, CA. We checked into your hotel on Thursday night, July 28 through Sunday, July 31 for a weekend trip. We originally had planned on staying at a local Airbnb nearby, but after having issues with the apartment we booked, we checked in to your hotel at 1 am Thursday looking for a relaxing alternative to our previously failed plan.

Unfortunatey, the next morning (our first morning in the hotel) we were abruptly awakened from our sleep at 7 AM by music that was blasting through one of the walls of our room. In a failed attempt to get back to sleep, we had to call the front desk to report the music. It sounded like a rock concernt next door, and the bass was thumping through the walls. The music eventually stopped, but we were not able to get back to sleep because of the disturbing noises. Also, we were traveling with our service dog (who is a diabetic alert dog), and the loud music was upsetting him enough that we had to temporarily take him out of the hotel while we waited for it to stop.

The issue did not stop that morning. The next day, Saturday, we decided to spend the day exploring nearby San Francisco. As we were exiting the hotel lobby, we informed the front desk that we would like our sheets changed and new towels put in the room. The receptionist kindly responded, telling us that would be no problem. Later that evening we arrived back at the hotel around 9 pm. When we opened our hotel room door we were sadly disappointed to see the bed was still unmaid from that morning, the dirty towels had not been replaced, and it was obvious the maids had not cleaned our room. We called down to the front desk to report the issue so we could have it fixed, and a few minutes later the receptionist came to our room. She apologized for the mishap, and explained that she did not know why the room was not cleaned. We never used our “do not disturb” sign on the door, so she couldn’t give us a reason why the room was never cleaned.

The receptionist first put queen-sized sheets on our king-sized bed. They fit incorrectly and after she left we noticed that the mattress was peeking through the fitted sheet because it was the wrong size. Furthermore, we noticed she did not change the pillow cases. The comforter was too small for the bed as well. We had to call back down and tell her that she needed to replace these sheets with the proper size (to fit the King sized bed in the room). She came back up and began changing the sheets, and at one point we had to help her with putting the proper size sheets on the bed. Never in my experience of staying at any hotel have I ever had to make my own bed. After the bed was made, she was about to leave the room and we had to remind her that we needed a top sheet for the comforter. She seemed like she was annoyed that she forgot it and had to go back downstairs to get one. She came back 10 minutes later with a fresh top sheet.

I’m writing to tell you about our negative experience at your hotel because no paying-guest should have to endure the issues that we did. Not only was our sleep disrupted our first morning there, but the feeling of not having a clean room with clean towels and fresh sheets at the end of a long day of traveling was very upsetting. As a paying guest, I expect the top quality service that your hotel advertises, but instead we were met with disruptions and issues. We left your hotel feeling unsatisfied and wishing that we would have booked a room elsewhere.

Posted byHotelStaff
13 August 2016
Dear Ms. Zieben, Please accept our sincere apologies for the unfortunate experience during your stay with us. We have thoroughly investigated the incident and have taken the necessary steps to ensure that the situation will not happen again - for the benefit of our valued guests, please be assured that what happened in your case is not typical Holiday Inn Express level of customer service. We continue to strive in providing you and all of our guest the highest standard of service. Again our sincerest apologies. Marie Cornell
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Buena localizacion, accesible y comodo

By

04 August 2016

platinumelite

Fue una estadía muy buena en un hotel cómodo y accesible, con sitios para comprar y comer cerca. Trato fue muy bueno y todo marcho muy bien durante la estadía. El desayuno completo y gratis brindaba la oportunidad de salir a continuar el día bien preparado. Fue una muy buena experiencia.

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Leisure

By

04 August 2016

club

I was surprised when I pulled up to the entrance as my husband had booked this hotel when it was operated by another company and we left - it was not in good shape. It is now comfortable and was quite accomodating

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A Great Stay

By

03 August 2016

club

Our stay began with greetings from an exceptionally pleasant and helpful young woman at the desk. My son is a platinum member, so we received a gift bag with snacks and a bottle of water. We were a little early, so she asked if we'd like to wait for our room or move to one that was ready on the third floor. We chose the third floor room and found it very convenient, clean and comfortable. I liked the pillows being labeled "soft" and "firm." Phone charging was easy with plugs on the bedside table lamp, very convenient. I left early, but my son requested a late check-out till noon, and appreciated the ease in doing that. I could hear vehicles with sirens, even on the third floor, but was tired enough to sleep well anyway.

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Nice location and quiet stay

By

03 August 2016

club

The location is good, you can walk to a lot of restaurant, go for movie, wonder around supermarket..... staff is friendly, room is clean. Beware that you need a room key to enter the lobby after 11pm(?). I go out with my kid to have a movie, after the movie, I went to buy some fruit and my kid went to hotel as my wife stay in the room. It came out when I back to hotel after shopping, i found my kid wait outside. Luckily it only has 5 minutes....

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Great Stay....Great Place

By

02 August 2016

club

Thank you for the hospitality!!

Great place to stay at!

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Great Staff

By

02 August 2016

I was greeted by a great staff. They were friendly and helped with all aspects of my stay.

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Good rooms

By

24 July 2016

One of the better hotels I have stayed in room wise.

Posted byHotelStaff
02 August 2016
FG, Thank you for taking your time to write about your stay. We're glad you were satisfied and hope to see you again soon. Holiday Inn Express-Union City
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Great Stay

By

22 July 2016

Perfect place to sty close to my corporate office for a meeting

Posted byHotelStaff
26 July 2016
Thank you for taking time to make us aware of your experience, We hope you to stay with us again on your next visit.
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Great Staff

By

18 July 2016

The staff at this HIE are the best in the country. I travel all over the USA and stay at HIE whenever possible. UNION CITY STAFF are a role model for how customer service excellence is practiced every day!!!

Posted byHotelStaff
02 August 2016
Walkabout, Thank you for your continued loyalty, for being an IHG member and for choosing our location to fit your accommodation needs. We take absolute great pride in our staff and we're glad to know you recognize them. We definitely look forward to your next stay with us! Holiday Inn Express-Union City
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good service

By

18 July 2016

club

good service and comfortable bed. breakfast bar was excellent

Posted byHotelStaff
02 August 2016
PVSM, Thank you for taking your time to write about your stay. Hope to see you again! Holiday Inn Express-Union City
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Average Hotel but a little pricey .

By

08 July 2016

platinumelite

Breakfast was good except there could have been more days with bacon. Beds were a little hard but when your tired, you do not feel them as much. Rooms were a little pricey, especially during the week, and not close to SF, CA. ( 45 minutes away). Staff was friendly and helpful.
Close to In/Out Burger, Chilies, TGIF and near freeway.

Posted byHotelStaff
11 July 2016
Austin27, Thank you so much for your review and for sharing your experiences about our property. We value your feedback and want you to know we are taking things into consideration. The nightly rates reflect much of the other hotels around the area. We are located in a popular area as it is centrally located between Oakland, San Jose and Silicon Valley which makes our location prime. We do hope that we have another opportunity to accommodate you again! Holiday Inn Express-Union City
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