Holiday Inn Guadalajara Select by IHG

We recently brought friends from abroad to Mexico and chose Holiday Inn Guadalajara, expecting to show them the outstanding service we've always experienced at IHG hotels. Unfortunately, this turned into the worst experience we've ever had with IHG. On their very first night, our friends complained that the air conditioner wasn't working. The issue persisted into the second night. Things escalated when, at midnight, we had to go down to the front desk. We spoke with the night general manager, Luis, explaining that we had been dealing with this for days and that it was unbearable to sleep — especially with small children in the room. Instead of offering support, Luis questioned us as if we had caused the problem ourselves. We even showed him a picture of the thermostat settings to prove otherwise. His attitude was completely unprofessional and far from what you'd expect from a general manager. We asked him to move us to a different room, but he refused. Instead, he said, “I’m going to make the maintenance tech fix it, and if he doesn't fix it tonight, he’s going to go out that door because I am the general manager." His aggressive tone and the way he treated both us and his own staff were shocking — it felt like we were watching a scene out of a Narcos episode. To make matters worse, the hotel staff apologized to us privately, admitting that this wasn’t the first time issues had occurred with this manager. When we mentioned calling IHG Corporate, Luis just said, "Call them, I don't care. I know what I'm doing and I'm the person in charge." We had booked 10 days expecting comfort and good service, not this kind of treatment. Years ago, we had a great experience here — that’s why we came back — but after this, we will never return. We have already reached out to IHG Corporate, and they assured us they would handle the situation. We sincerely hope they do because experiences like this damage the reputation of the IHG brand.

El estacionamiento es con Costo adicional. La altura de la regadera muy abajo y fue incómodo. Mido 1.80.

Very convenient location, always clean, and staff always friendly

This was my first trip after having a baby, and I was really looking forward to it—but our experience was awful. We waited over 3 hours for a room we had reserved months in advance. The staff was dismissive and unhelpful, and the lobby was hot and filled with strong paint fumes from renovations. During our long wait, no one offered us water, updates, or any basic hospitality. We were eventually downgraded to a different room with no real apology, and then charged for a breakfast that was supposed to be included. IHG Guest Relations offered points, but refused a refund—nowhere near enough to make up for the stress and poor service. Truly disappointing experience at what should have been a reliable hotel.

Clean

Bathtub shower head didn’t work. I literally had to grab a cup to take a shower

Love this place.

A very pleasant stay. Other than when I arrived late and wanted to have dinner, they had no waiters and only offered me room service. I had breakfast buffet and one lunch one dinner. There is room for improvement on the food, too plain