Holiday Inn Express & Suites North Fremont by IHG

We knew the pool was closed, and that there were "renovations" going on at the hotel. However, Jonathan at the front desk on 6/21/24, could NOT have been more pleasant upon check in, and let us know there were some tasty cookies provided by the check-in area, upon our arrival! Later in the evening, when our group met to socialize in the lobby area for a couple of hours, Jonathan was very friendly & professional and set up a small fan for our group in the lobby, since it was so hot outside - he just wanted to help us stay cool. Great Customer Service! Yes - the construction was noisy - but at the end of the day - things were quiet. They definitely have a way to go.... Bed was perfect & so were the pillows! Paper was taped over the windows - but no big deal - we knew they were painting the exterior. Just sleeping there - wasn't there for the view. :-) Our only "key issue" was the cleanliness of the room could have been better. I take Lysol wipes with me, and I could feel the grit on the counter tops in the main living area when I cleaned (desk, table), and in the bathroom. Related to construction??? I'm not so sure.... There was a partial toilet paper roll underneath the bathroom vanity, that Housekeeping missed. There were no extra towels/linens already in the room, to accommodate the 3rd person we had indicated on the reservation. Small inconvenience, but maybe better communication, coaching & attention to Housekeeping detail would be beneficial. LOVE Holiday Inn Express' choice of Dove Products in shower/bathroom area. Wish we could buy that Body Wash!! Our BIGGEST concern was the "trash/questionable item" left under the fold out bed from a prior guest, which necessitated an "adult-oriented / uncomfortable" conversation with our granddaughter....However, I brought it to Jonathan's attention - and he resolved the issue. He ROCKS! Definite need for Housekeeping to check EVERYWHERE for what guests might leave behind.... Breakfast was minimal due to construction but adequate - Breakfast staff was very friendly & made sure we were good. Check-out desk agent on 6/22 - never acknowledged I was dropping off our key He was on the phone about 8:00 a.m. I think in a few months - this hotel will be on track! We would probably stay again.

I like the easy check in process..

When I arrived I found 2 blue contact lenses on the carpet. I informed the front desk , nice girl offered me another room but I declined The next morning I woke up to the small refrigerator leaking. A huge puddle on the floor. Good thing I didn’t slip. The employees were nice put a “ ticket “ in to have it checked out. I later found out they said there was nothing wrong with it . I guess the wet towel I put down to sop up the water didn’t mean anything to them I should taken pictures It’s still under renovations. I didn’t realize the pool is being renovated also. They were going to give me a discount for the inconvenience but since I booked through Hotels.com , they couldn’t. Never again .

I’ve stayed here before; but… remodeling of this property made for a rather noisy and messy stay. Our room was however good.

Remodeling of this property came at a bad time for us. A bit noisy, dirty including the parking area. Breakfast was ok; but, adding a microwave for reheating coffee and cooking oatmeal would have been advisable. The gym room floor needs cleaning and the weight tower has accessories that are cracked and broken.

The website should have stated that the place was under construction and pool was closed. We were sent to the hotel next door to swim & the pool was freezing cold. And we weren’t allowed to bring a towel back.

We checked in and the person behind the desk was nice. However, when we arrived at our rooms, one of them had a bug on the bed. There was no phone in my room. My friends room there was one but did not work. So, she called from her cell phone. A lady answered the phone and my friend explained the situation. The lady said well we have no rooms to move you to so we can give you extra points and she said that's fine but we need someone to change the sheets. Well a few minutes later the man that checked us in came up and said that's a fuzz not a bug. (However, we do have a picture of the bug, which has legs). He then walked out and she went to the hall and said will you have someone change the sheets. He threw up this hands and said whatever. 2 nice ladies came up and did change them. When my friend walked about the man was not nice to her. She then told him he needed customer service skills. She said the word hell and he threated to get rid of us. My friend said Okay, bring the manager here and we will talk. No manager showed up and we had over people checking in and they had to wait bc the front desk was no where to be found. All of this could of begin taken care of which just changing the sheets. That's all we asked for. We travel alot and will NEVER recommend or stay there again. The front desk guys name was Scott.

Everything was pretty good however the first floor was being renovated so the pool and the dining area were not open. The breakfast was lacking because it was done in the lobby area. It surprised me that I still had to pay full rate. I was on a trip with my son and the swimming pool and waffles/pancakes were a part of our staying there.

Portia was super sweet and kind and helpful