Holiday Inn Express & Suites Santa Clara - Silicon Valley, an IHG Hotel

Check in was awesome and easy with Ally. Very sweet and delightful young woman and really appreciate the swift check-in to get us to our room. Will always stay here. Actually the entire staff were amazing. Thank you all.

⭐ 1/5 — TERRIBLE EXPERIENCE. I WILL NEVER STAY HERE AGAIN. This was one of the worst hotel experiences I have ever had. After the way I was treated, I will never stay at this property again, and I would be extremely hesitant to stay at another location under this hotel brand. We found this hotel through Google Maps and called first because we needed a room that night. The person on the phone would not even help us check availability and simply told us to go online and book. It was evening, raining heavily, and I was traveling with my child. I went on Expedia, found an available room for approximately $163, paid for the reservation, and received confirmation that my booking was confirmed and ready for check-in. When we arrived, JONATHAN, the employee at the front desk, told me that I had to pay a $150 refundable deposit before he could check me in. I specifically asked whether the deposit would be returned after checkout, and he said yes. But when he asked me to use my card, the screen showed approximately $283 — NOT the $150 he had just told me about. When I questioned the amount, JONATHAN told me that their system was not showing my Expedia room payment and that I would have to pay the additional amount before he would give me the room. I explained that I had ALREADY PAID Expedia and had a confirmed reservation that I could show him. I was not going to pay for the same room twice. He also handed me a form and pressured me to sign it quickly. I asked what I was signing and was simply told that it was their policy and that I needed to sign it. I told him I would not authorize additional money or sign something until the charges were properly explained. Instead of calmly trying to resolve the problem, JONATHAN’S attitude and customer service were extremely poor. In my experience, he was unfriendly, argumentative, and spoke to me in a disrespectful manner. Not once during this situation did I feel that he was genuinely trying to help us resolve the issue. He continued telling me that if I did not pay, I would not get the room. Then something happened that concerned me even more. I told JONATHAN that if my Expedia payment was supposedly not showing, I was going to contact Expedia directly and ask them why I had been charged for a room the hotel would not give me. After I said I would contact Expedia, his position suddenly changed. He then agreed to check me in WITHOUT charging the $283 and WITHOUT collecting the $150 deposit that I had previously been told was required. That made absolutely no sense to me. If the $150 deposit and the additional payment were truly required, why did they suddenly disappear after I said I was going to contact Expedia? I was there at night, in heavy rain, with my child, after already paying for a confirmed reservation. Instead of receiving normal hospitality and professional customer service, I had to argue over charges just to get access to a room I had already paid for. Based on my experience, I strongly recommend that anyone staying here CHECK THEIR BOOKING CONFIRMATION, CHECK THE AMOUNT ON THE CARD TERMINAL BEFORE PAYING, and ASK QUESTIONS BEFORE SIGNING ANYTHING. Do not assume that the amount being presented to you matches what you were originally told. The way JONATHAN handled this situation was completely unacceptable to me. His attitude, communication, and overall customer service left an extremely negative impression. I will not return to this hotel. This experience was bad enough that I personally do not want to stay at another property under this hotel name either. A guest arriving at night with a child should be treated with professionalism and respect — not put through an argument over unexplained charges after already paying for a confirmed reservation. EXTREMELY DISAPPOINTING.

It was a shame the pool was closed, for whatever reason. Breakfast was very meager; there weren't even any bananas.

Great service, I would recommend everything but the pool. This was very disappointing. This is why we wanting to stay here then it was out of order.

Room was clean and stocked, beds were not the most comfortable. Pool has been closed the entire week we have been here when we were told at check-in it would be working the day after we arrived. Breakfast was a good selection and we'll stocked.