Holiday Inn Express & Suites Bakersfield Central by IHG

jfpisaro 2 months ago

I’ve been a loyal Hilton customer for years, regularly staying at properties across their portfolio for business travel. When my trip itinerary changed, I tried to adjust one reservation — while still planning to stay at other Hilton hotels on the same trip. Despite my loyalty and continued business, they quoted me a cancellation fee nearly equal to one night’s room rate. I was told no when I asked for reconsideration. A brand that penalizes long-term customers this way, even when they’re keeping their overall business with you, has lost mine for good. I won’t be staying at a Hilton again.

Jing Xie 3 months ago

The hotel was designated as the Bakersfield Marathon Pacer Group host hotel, so we expected a basic level of understanding and support for marathon participants. My friend and I, both full marathon pacers, requested a late checkout upon check-in on Saturday. The front desk advised us to follow up with the Sunday staff. Early Sunday morning before leaving for the race, we checked again. The morning staff then told us to call back at 8:30 AM—right in the middle of the marathon. We explained clearly, both at check-in and that morning, that as pacers we would be running during that time and would not be able to call. As an official partner hotel for the marathon, we expected staff to be aware of runners’ schedules and show some flexibility or at least basic consideration. Unfortunately, both front desk teams showed little understanding or willingness to accommodate, which was disappointing given the hotel’s role in supporting the event.

Kellie Hamilton 8 months ago

Absolutely ATROCIOUS custumer service, borderline (if not outright) scam artists. We arrived at our hotel around 3am due to traffic from a fatal car accident. I'll spare the details but we witnessed the victim on the interstate and were frankly traumatized. The front desk clerk told us we were marked as a no show and we would have to either pay a second time for the room or go somewhere else. We had been in the car for 8+ hours and again, had literally witnessed death just a couple hours earlier so we ended up having to double pay for a single room. The night clerk (who has probably the worst customer service I've ever experienced) basically told us we were SOL and ignored us while we tried to talk to expedia to figure out what to do. Expedia told us this was unacceptable and we should not have to pay twice, but the manager refused us a refund for our second payment the next day. I honestly still cannot get over how terribly we were treated and the utter lack of empathy. I searched high and low for ANY written rule that 1) you had to inform the hotel of a late check in or 2) that there was any limit on how late you actually could check in. I have yet to find this in writing, so I'm inclined to believe the night clerk lied about that. In fact, they state check in is anytime after 3pm. No where does it list a cut off for check in. To add insult to injury, once we finally got a room there was hair EVERYWHERE. What almost looked like mildew in the bathroom. General grime all over. If you're going to scam people into double booking, at least offer a clean room when they get to it.

David Blair a month ago

Clean rooms, great staff, fair price. We did not wake up for breakfast so cant comment. Great place to stay if your going to a concert at Temblor brewery. Will stay again.

Jianyu Zhou 3 months ago

One of the worst stay with IHG. Front desk has nobody, had to search around for 10+ mins. I booked a 3 beds suite, and they charged additional $50 for the 3rd guest! This is ridiculous!!! If you offer a 3 beds suite, you should expect 3 or more guests to stay. Room cleanness level was not acceptable neither. Pillow is dirty, wall paper started peeling.