Holiday Inn Express Hotel & Suites North Fremont, An Ihg Hotel

“Growing Pains....but on track!”

We knew the pool was closed, and that there were "renovations" going on at the hotel. However, Jonathan at the front desk on 6/21/24, could NOT have been more pleasant upon check in, and let us know there were some tasty cookies provided by the check-in area, upon our arrival! Later in the eve… more

We knew the pool was closed, and that there were "renovations" going on at the hotel. However, Jonathan at the front desk on 6/21/24, could NOT have been more pleasant upon check in, and let us know there were some tasty cookies provided by the check-in area, upon our arrival! Later in the evening, when our group met to socialize in the lobby area for a couple of hours, Jonathan was very friendly & professional and set up a small fan for our group in the lobby, since it was so hot outside - he just wanted to help us stay cool. Great Customer Service! Yes - the construction was noisy - but at the end of the day - things were quiet. They definitely have a way to go.... Bed was perfect & so were the pillows! Paper was taped over the windows - but no big deal - we knew they were painting the exterior. Just sleeping there - wasn't there for the view. :-) Our only "key issue" was the cleanliness of the room could have been better. I take Lysol wipes with me, and I could feel the grit on the counter tops in the main living area when I cleaned (desk, table), and in the bathroom. Related to construction??? I'm not so sure.... There was a partial toilet paper roll underneath the bathroom vanity, that Housekeeping missed. There were no extra towels/linens already in the room, to accommodate the 3rd person we had indicated on the reservation. Small inconvenience, but maybe better communication, coaching & attention to Housekeeping detail would be beneficial. LOVE Holiday Inn Express' choice of Dove Products in shower/bathroom area. Wish we could buy that Body Wash!! Our BIGGEST concern was the "trash/questionable item" left under the fold out bed from a prior guest, which necessitated an "adult-oriented / uncomfortable" conversation with our granddaughter....However, I brought it to Jonathan's attention - and he resolved the issue. He ROCKS! Definite need for Housekeeping to check EVERYWHERE for what guests might leave behind.... Breakfast was minimal due to construction but adequate - Breakfast staff was very friendly & made sure we were good. Check-out desk agent on 6/22 - never acknowledged I was dropping off our key He was on the phone about 8:00 a.m. I think in a few months - this hotel will be on track! We would probably stay again.

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“Call before staying!!!!!”

Went there to relax before husbands surgery 2 days later...got there and found pool and hottub were closed for remodeling. Called hotels.com to complain..they put me on hold and called the hotel then came back on saying "they said you can go across parking lot and use Hampton Inns, just show your r… more

Went there to relax before husbands surgery 2 days later...got there and found pool and hottub were closed for remodeling. Called hotels.com to complain..they put me on hold and called the hotel then came back on saying "they said you can go across parking lot and use Hampton Inns, just show your room key"...REALLY!! IN 33 DEGREE WEATHER!! AND THEN WALK BACK WITH WET HAIR!!! Pathetic, unprofessional...they should have stated that on the site when I made reservation and we would have gone elsewhere to relax. All this did was increase my husband's stress level...the newly remodeled room was beautiful EXCEPT sink didn't work, the stopper was stuck in down position. When we finally were able to get fingernail under stopper and lift up, it wasn't connected at all!

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