Holiday Inn & Suites San Mateo - SFO by IHG

The listing on orbitz states that this hotel has an airport shuttle service. It does not

We were not informed until check-in that parking costs $25 per night.

Bed was old, creaky and uncomfortable, seriously noisy every time you moved. Since when does a Holiday Inn charge $25 a night for parking, these guys do. Asked for it be waived since we stayed for 6 nights, nope can’t do that. Ridiculous! Had to keep requesting an additional towel, finally took enough from the house keeping cart to last the remainder of the stay. Facility is showing the wear and tear, needs an update. Should be able to fund the upgrade using the $25 a night parking fee. Absolutely do not recommend.

Cobwebs in the ceiling corners were interesting. The parking charge was unexpected and stupid. I’ve never stayed where the parking wasn’t included. The place and parking are one and the same. Money grab.

Advertised a sauna and hot tub but they are not working. Complained to front desk and they dismissed me. That was the main reason we booked. I should get a discount on the room

No breakfast stuff unless you bought from their restaurant. No shuttle service to airport, had to pay taxi.

Everything worked out fine. But, I was unaware of the parking charge until I checked in.

Not so friendly front desk No shuttle service to airport

$25 a night parking should be included in the description

You have to pay for parking which is $25 per night. If you staying for a long time that could get very pricey.

Very clean room and staff was nice. No issues at all.

I honestly can’t say anything I like other than the spacious room. Entire 3rd floor reeked of marijuana at check-in. I don’t have anything against anyone that does however I personally don’t want to smell it where I’m staying inside the hotel. In the morning I asked to move rooms due to the odor, felt unsafe and had a lot of luggage. No clean rooms but was told to come back in the afternoon and I could be moved closer to the elevator. When I returned desk clerk said she only had a room 2 doors from where I was which wasn’t any closer. I let her know that the marijuana smell was overwhelming and she only said it’s a non-smoking hotel it shouldn’t smell then asked me to let her know, which shouldn’t be my responsibility to check and inform as it was already reported. The bartender was nice to me but saw her being incredibly rude to customers that wanted food 30-45 minutes before she had to close. Would not recommend this place-sleeping in a car might be a little better than what I paid to stay here. Manager never responded to complaint posted to Expedia and it’s been 2 weeks, neither did Expedia respond directly other than to say report to desk which I did and that manager would likely respond in 1-2 days. Two weeks later and still no response from either. DON’T STAY HERE!

It's not possible that this is a 3-star hotel. Your bathtub is dirty. It can't be considered a questionable cleanliness when your bed's backrest already looks worn out, like your furniture, and it's dusty. For me, it wasn't a pleasant experience.

The hotel is in good location and the personal is professional the room was infested of roaches and food all around the edges I think is the reason the room have roaches, I called the front desk and the manager gib us another room with no roaches thank you for that.

We had spent the whole day out being tourists , while finding a good place to stay overnight upon arriving there was no one to check in with for at least 15 min. Then the room smelled musty and mildew. Being exhausted from being out exploring we were too tired to go anywhere. So we opened the windows to air out. We notice the curtains had black mold all over. I have photos , which I shared with receptionist upon leaving. My wife has respiratory issues and felt terrible the next day. The issue was noted. I feel that we could use a do over because we know that the company will do the right thing. I would appreciate a response asap. Thank you. Luis Tataje

The bed was uncomfortable and the shower curtain was too short so that the water flows to the floor that I almost slip after I stepped out of the bathtub. Also the room was a bit smelly I think because the carpet is old.

Very quiet and clean hotel near the airport and convention center

Found a roach crawling in the room. I couldn’t sleep after that

Housekeeping was a mess and severely below expectations. Of our 7-night stay, we came back to an unmade room on two days - beds unmade, towels not replaced. During the stay, the hotel supposedly ran out of facial tissues. The housekeeper did not replace the box of facial tissues on Day 3. It was not replaced on Day 4 either. When we enquired, front desk said they would send someone up. We waited an hour, no one came. We called the front desk, who said they were out of facial tissues, but they had not bothered to inform us. Day 5, facial tissues were still not replaced. This persisted for 5 whole days. It's unbelievable that the hotel did not have any facial tissues at all for 5 whole days. When we left, the tissues were still not replaced. Service staff were unhelpful and unsympathetic. Did not try to resolve the problem, only saying they didn't know why it happened and that it wasn't their job. Appalling

the room that they gave us at first is dirty and not made up

The hotel was close to the freeway. The front desk staff was welcoming and great. I booked the 2 bedroom suit and it was very spacious. Would definitely book this hotel again.

The location feels safe, parking was spacious. Front desk staff are laid back and approachable. The building is well maintained, including the gym, indoor hot tub, and sauna. The hotel room was large, spacious, clean, and comfortable. My room had a mini fridge, closet, microwave, keurig, assortment of coffee and tea, dining table with two chairs, desk with rolling chair, cabinet, dresser, bedside table, flat screen tv, and two relatively comfortabel beds with 8 pillows in total. There was also an AC unit, as well as a large (clean) bathroom stocked with soap, body wash, lotion, shampoo, and conditioner. The water got very hot, which was lovely. The only complaints I have are that the walls were very thin, as I could hear people talking while walking down the halls. It felt as if our soft steps echoed through the floor of our room. I wish that the bathroom came stocked with a fan as those in the room can hear everything going on in the bathroom.

Very thin walls. Noisy.

I like staying here but certain things bothered such as tv not working correctly. You could hardly get any chanels. The sink took forever to drain after washing your hands or just doing basic hygiene stuff. The refrigerator barely gets cold.

I like everything with an exception of the A/C it wasn't working properly

Surprisingly quiet hotel. Easy parking. Spacious room. Friendly, quick check in and out.

The room is very spacious.

Worst WiFi in the Bay Area! 100kbps? Yikes.

Pros - location right after you exit, nice staff Cons- parkings, old buildings, didn’t feel safe, bathroom needs some update and doors had so much space that we can hear everything out in the hallway. Kids on the same floor kept running up and down so loud and some shuts the door so loud so often. Kept us up all night.

We were placed in building 3, which was not as well cared for as the main building. Our entrance using stairs smelled of cat urine, and the carpet was filthy. Once we were in the room, it looked clean. Unfortunately, we had bad luck with the upstairs neighbor being very loud, and poorly insulated walls/ceiling. Our bathroom light was motion sensor, but it faced the beds, so when we moved in bed while sleeping, the light would turn on! We will not be staying here in the future

The staff were very friendly and helpful! Jas (spelling?) and Brooke especially were great! Our first room was directly across from the ice machine and the people above us were heavy footed, so we asked for a different room- Jas took Excellent care of us! We would definitely stay there again!

The front Desk Staff Jessie was WONDERFUL! Checked me in very quickly and very caring. The hotel room exceeded my expectations, with brand new amenities, large spacious rooms, beautifully decorated hallways and new carpet. I was very pleased with my stay. I felt like I was in my own apartment. Also 10 minutes from SFO Airport !!

I appreciate the staff who helped me in the early morning after I check out. For some reason I cannot use my Uber app. I ask for help and the staff makes everything very smooth so I can catch the plane. Thanks again for doing more than needed.

Front desk ladies very rude

The customer service is exceptional, and the team is very attentive to your needs.

Where to begin... Check-in: Front desk staff were chatting with each other so much I wasn't sure whether girl was addressing me or the guy next to her. Barely any eye contact with guest. Room: Bare bones. Trash liner was draped on side so I guess it's up to the guest to place it on trash can? Clock was unplugged. Printed channel guide did not match actual channels on TV. Worst of all, sink leaked...an old problem as evidenced by the makeshift contraption underneath with a sponge meant to absorb the leak (why not fix the damn leak?) Alerted front desk but sink still leaked when I got back. At this point I just put towels on floor to absorb the water. Service: Room was not serviced even though I removed the privacy tag before 1PM. Tried housekeeping and front desk on phone several times but no answer and not accepting voicemail (!). Had to go down to front desk...again. Checkout: Again, staff was more interested in chatting with other guests than addressing me. I asked for receipt to be emailed and was told it would be in my inbox "in 5 minutes". Two hours later, still waiting. I would advice prospective guests to keep looking elsewhere. This was an abysmal stay.

Staff was very prompt and helpful

The employees were all very nice but overworked and understaffed. We were given the wrong room type at check in. The hotel restaurant was supposedly open for another 15 minutes but initially did not want to let us order any food though the front desk had told us we would be able to. Discovered that was due to there only being one person to do waitressing, take orders, bartend, cook, and then have to do closing. Inadequate number of towels and facecloths but they had no housekeeping staff in the evening to deliver to the room so we had to go down to front desk in separate building to get them. Room had silverfish in it.

Great staff

Housekeeping was a mess and severely below expectations. Of our 7-night stay, we came back to an unmade room on two days - beds unmade, towels not replaced. During the stay, the hotel supposedly ran out of facial tissues. The housekeeper did not replace the box of facial tissues on Day 3. It was not replaced on Day 4 either. When we enquired, front desk said they would send someone up. We waited an hour, no one came. We called the front desk, who said they were out of facial tissues, but they had not bothered to inform us. Day 5, facial tissues were still not replaced. This persisted for 5 whole days. It's unbelievable that the hotel did not have any facial tissues at all for 5 whole days. When we left, the tissues were still not replaced. Service staff were unhelpful and unsympathetic. Did not try to resolve the problem, only saying they didn't know why it happened and that it wasn't their job. Appalling

Nice quiet location, a 30-minute walk to downtown San Mateo via the pedestrian bridge. From negative: cleaning service never showed up during my 3-night stay. There are no real blackout curtains to shield from the bright light next door, so it was a challenge to sleep. plus my windows were overlooking the parking lot and I had to keep the lights off for privacy reasons due to no blinds.

Very quiet hotel … close to airport

Very clean, the softest bed, bedding, and pillows ever! All the soaps are amazing! Very convenient location off the freeway, but quiet, and a few blocks from downtown with the cheapest gas, a few blocks the other way has amazing pizza at Round Table and you are very close to fashion Island and San Francisco.

location was safe . service was quick .very close to airport and food options. room was nice and clean . Nice Dove products for use in rooms.

EASY ACCESS TO THE FREEWAY.

The hotel location is very conveninent. It is right next to highway 101 and about 15 minutes to the air port and car rental facilities. Plenty of parkings included. The area was quiet. Although it’s not set up for the modern travelers. There were not many outlets available for all our electronics. We had to unplug a few lamps to charge up. Our room did not have a safe. The brown color carpet not feel very clean & the bath room did not have an exhaust fan. The faucet barely put out water. Other than that, the stay was not bad. The price was decent. The mini fridge works fine & the floor AC was smartly tucked in the corner to keep the cold air from blasting on you. Good & quiet enough to sleep the night.

I usually stay here when I come go to visit my son, and if he has in-laws at his house. The distance and the location are very convenient for me. It is close to San Francisco and close to many other amenities in town.

Great location easy parking

No restaurant. Difficult to get taxi. No room service. No shops in the surrounding

Property convenient off of freeway. Easy parking available. Very clean. Staff was polite. Reasonably priced: would stay again.

The restaurant had only minimal food on the menu

There was a roach in the bed. The ice machine didnt work, the “breakfast” isn’t what I expected. They charge you for breakfast and it’s not buffet style as it typically is at other hotels, you can only get one plate and one drink.

Was supposed to serve breakfast at 6 am staff was late so we had to go elsewhere and spend $ 60 we shouldn’t have

No breakfast stuff unless you bought from their restaurant. No shuttle service to airport, had to pay taxi.

The pull out couch had nasty stains on it. The bartender for the bistro decided to not show up to works

The breakfast was delicious

Overall rating of restaurant 3. Menu included total of 3 items. I chose to stay at hotel based on restaurant on-site. Bad decision.

Super friendly staff who make you feel right at home. The vibe is cozy, and the drinks and food are solid. But, seriously, what bar doesn’t have sports channels? No Fox sports or game-day action is a big miss. Add some sports, and this place would be a winner. 3.5/5.

All good just limited in every aspects. For e.g Breakfast options are limited. For e.g. staff in breakfast dining can be friendlier

This is a great hotel. They had a great breakfast.