Holiday Inn Express Van Nuys by IHG

Business reply on Google

Thank you for taking the time to share your feedback. I sincerely apologize that your stay did not meet your expectations. While we're glad to hear that you found our location convenient and our service satisfactory, I am very sorry for the unacceptable cleanliness and maintenance issues you encountered. Finding the shower in that condition, discovering a wet spot on the carpet, and experiencing the shower handle coming off are not reflective of the standards we strive to uphold at Holiday Inn Express Van Nuys. Please know that your comments have been shared with our housekeeping and maintenance teams for immediate review and corrective action. We understand that a guest room should be thoroughly cleaned and fully inspected before arrival, and we regret that we fell short during your stay. Thank you for bringing these concerns to our attention. We sincerely apologize for the inconvenience and disappointment you experienced and hope you will consider giving us another opportunity to provide you with the quality stay you deserve. Warm regards, Hotel Management

Business reply on Google

Thank you for taking the time to share your concerns. I am sorry to hear that you were frustrated by the timing of your deposit release. To clarify, the hotel releases the authorization hold upon check-out. Once the hold is released on our end, the timeframe for the funds to become available again is determined by the guest's financial institution. Most banks return the funds within a few business days; however, some financial institutions, including Cash App and Chime, may take up to 30 days to release the funds back to the account. Unfortunately, this timeline is outside of the hotel's control. We understand how frustrating this can be and apologize for any inconvenience caused. We always recommend using a traditional bank-issued debit or credit card when possible, as these institutions typically process released authorizations more quickly. Thank you for bringing your concerns to our attention. Warm regards, Hotel Management

Business reply on Google

Thank you for sharing your feedback with us. We sincerely apologize for the inconvenience you experienced during your stay. Our housekeeping service policy is designed to offer flexibility based on guest preferences, but we understand this should have been communicated more clearly at check-in. We’re also sorry for the delay in providing your requested blanket — that’s certainly not the level of responsiveness we aim for. Your comments have been shared with our team to ensure better communication and service moving forward. We truly value your feedback and hope you’ll consider giving us another opportunity to provide you with a much-improved experience. Warm regards, Sagar General Manager Holiday Inn Express Van Nuys

Business reply on Google

Thank you for sharing your experience with us. I sincerely apologize for the inconveniences you encountered during your stay. It’s disappointing to hear about the issues with our customer service, housekeeping, and billing process. This is not the level of service we strive to provide. Regarding the parking charge and authorization hold, I understand how frustrating it must have been to receive unexpected charges, especially after clarifying your preference at check-in. I will personally review your reservation details with our front desk team to ensure this is handled correctly and to prevent similar situations in the future. Additionally, I’ve shared your comments with our housekeeping and guest services teams so we can address the missed garbage pickup and improve cleanliness standards. We truly value your feedback as it helps us improve. I hope you’ll consider giving us another opportunity to provide you with the seamless, comfortable experience you deserve.

Business reply on Google

Thank you for sharing your feedback regarding your recent stay with us. I sincerely apologize for the inconvenience and frustration you experienced regarding the room rate. We understand how disappointing it must have been to see a lower posted price on the day of arrival and not be able to receive that rate. While certain reservations, particularly those made as part of a group, may have specific terms and conditions, we could have handled the communication more clearly and empathetically. I’m truly sorry we fell short of your expectations in this regard. Your feedback is extremely valuable to us, and I will be reviewing this situation with our team to ensure we handle similar scenarios with better clarity and flexibility in the future. Our goal is always to provide a smooth and positive guest experience, and I regret that we did not meet that standard during your visit. I hope you might consider giving us another opportunity to provide you with the level of service and hospitality you deserve. Please feel free to reach out to me directly, and I would be happy to personally assist you with any future reservations.

Business reply on Google

Thank you for taking the time to share your feedback. I’m very sorry to hear that your experience with us did not meet your expectations. We understand how important it is for our guests to feel comfortable and well cared for, and I sincerely apologize for the inconvenience you faced regarding housekeeping service, restocking of amenities, and the parking fee. Our housekeeping schedule is currently set to service rooms every third day for multi-night stays, in line with IHG’s current policy. However, we should have been more responsive when you requested additional toilet paper and service — and I apologize for the delay and for the frustration it caused. Regarding the parking charge, we do our best to clearly state this fee on our website and all booking channels, though I understand your concerns and will review how this information is communicated at check-in. Your feedback is valuable, and we will be using it to retrain our team to ensure better responsiveness and hospitality moving forward. I’m truly sorry that your stay left you with such a poor impression, and I hope you might consider giving us another opportunity in the future.

Business reply on Google

Thank you for your feedback. I’m truly sorry to hear about the many aspects of your stay that left you disappointed. We regret that the internet issues were not resolved during your visit, and I sincerely apologize if our team did not respond with the urgency or care you expected — that is not the level of service we aim to provide. Your comments about room cleanliness and towel condition are also very concerning and have been shared directly with our housekeeping leadership for immediate follow-up. Regarding breakfast, we are currently reviewing our service and seating arrangements to better meet guest needs, even during weekdays. We appreciate you bringing this to our attention. Lastly, I understand your frustration regarding the parking fee. While the charge is disclosed during the booking process and listed on our website, we are reviewing how clearly this information is presented to avoid any confusion in the future. Your feedback is important to us and will help guide improvements throughout the property. I regret that we did not meet your expectations and wish you all the best in your future travels.

Business reply on Google

Dear Keith, Thank you for sharing your feedback. We’re sorry to hear your stay did not reflect the standards we aim to uphold. Our property recently underwent significant renovations, and we work hard to maintain a clean, comfortable, and welcoming environment for all our guests. We take all concerns seriously and will be reviewing the points you mentioned with our team to ensure they’re addressed appropriately.