Holiday Inn Express San Bernardino - Colton by IHG

HORRIBLE CUSTOMER SERVICE! I’D GIVE IT ZERO STARS IF I COULD!

I had to condense this review because it was too long and would not allow me to post.

We had booked our hotel through a “third party site”.

After a long morning of traveling, attending an all day seminar, plus my husband being a diabetic, and we were exhausted, we were very much, looking forward to showering and going to sleep.

When we arrived my husband went to check in, however the young girl who was working the front desk informed my husband that our room was a handicap room. My husband proceeded to tell her that this was incorrect and showed her our email, with our booking number and that we booked a “classic room”. However this young girl essentially did not care, and offered ZERO customer. She essentially had the attitude like, “sounds like a YOU problem”. She told my husband since you booked through a third party, you will need to call them and figure it out. So, he did.

We sat in the lobby for approximately an hour and a half, watching several people come and get checked into their rooms, while we were on the phone with the third-party who we booked with. The third-party did try to escalate the issue, however, we were seriously exhausted, his blood sugar was low, and all we wanted to do was take a shower and go to sleep. So, we had no choice, but to take the handicap room and deal with it in the morning since we were staying two nights.

We check into our room, and we had issues with the shower, naturally because it’s a handicap room. At this point, my husband was fuming with frustration. We both went back to the front desk, explain that the shower was not working, and that young girl said that handicap showers are different and you have to pull both the handles out. I stated that I did that, but we would go try it again. We went back to the room, pulled the handles out, but there was barely a water stream.

My husband was starting to feel ill at this point due to his low blood sugar and told me to go deal with it, so I did. Now, at this point, I’m fuming with frustration. At that point it has been over two hours that we have been trying to deal with the room fiasco. The young girl is helping another customer, however, asked if we figured it out. And I said “no, the water is barely trickling. This is not going to work. We need another room” and she said “we’re sold out.” Now, I’m really upset. She radios for maintenance to go to our room. I wait my turn in line, and when I get up to the front desk, I’m very upset and I show her the email and say explain to me how we are in a handicap room when it clearly states that on our booking reservation that we are in a “classic room”. She saw that we booked a classic room however SHE made us try to figure it out and instead of being accommodating now they are completely booked?!

I was not yelling, but my voice was elevated. I never used any using curse words to her or threatening her in anyway. But I was not going to allow this horrible customer service continue. However, this young girl feelings must’ve gotten hurt since I was not allowing any more excuses. However she stated to me in a very condescending, threatening tone that if I don’t keep my voice down, “she’s gonna make me leave the property”, I said “oh really? What’s your name? she said “Amia” I said, “don’t worry, I got you.” and I proceeded to walk back to my room. As I’m walking down the hallway, she yells in that same condescending tone, “you can talk to the manager tomorrow morning!”

Don’t worry, dear, I will be. And I will be leaving this review on every possible website wherever this hotel is listed.

We were very patient until we couldn’t….. and then threatened to have me removed from the property, for being upset. You have horrible customer service and you are a horrible reflection for this hotel.

Room 141 on date 6/5/2026.

The front desk staff is always courteous and very responsive.

The room was clean and comfortable.

I have stayed at this location multiple times and always been a pleasant experience

Had the worst experience at this hotel. Their general manager Taylor and two other individuals were extremely disrespectful and unnecessarily rude to many families who bring a lot of business to them every year. He was insulting GUESTS, trying to tell adults what to do although we PAID to be there. He was extremely disrespectful to the women and children present. Definitely will not be doing business here ever again.

Small room was clean. I’m Diamond so I’m used to upgrade but hotel was full & I booked late. I’ve stayed here before and like the security and grounds - nice pool etc. Front desk was professionally managed. I was greeted and treated well. Very happy.

Good. Staff was very friendly and helpful. Free parking and breakfast. They let me use the printer for free when I needed it.

Absolutely would recommend room is extremely clean, decor is modern and welcoming. The staff friendly, professional and informative. The breakfast was hot and fresh, very well stocked and offered a great variety of hot & cold items, everything offered is fresh including the fruit. Also had many beverages to choose from. The dining area is spacious and extremely clean. Would definitely recommend. Great location, freeway friendly too!

Not bad for a one night stay, close to freeway, comfortable beds and clean rooms. Room is a bit dated but nice big TV, large mini fridge, lots of lights in the room, for the price. I would stay again. Thanks

My stay at the hotel was great!!
Everything was clean, the beds were comfy, the towels nice and the shower amenities were great as well!!

The complementary breakfast was wonderful , and the room and especially beds were incredibly comfortable. We will definitely return next time in this section of LA

The front desk was amazing. They helped me use the printer and the washer/dryer. I was traveling for business and needed the help because of extending my trip for a new client. I would not have been as successful without their help. Truly above and beyond!

Overall clean and very nice staff. Very helpful and gave me help with any information that I needed would definitely recommend this place for anyone looking for a hotel

Hotel is conveniently located off the freeway and 10 min away from the Riverside Convention Center. Lots of parking, clean and in a safe area. Looking forward to breakfast tomorrow morning.

This is the worst place I’ve stayed in mind you I’ve stayed in motel6 before we found roaches in our room and when I brought it to the front desks attention all she said was “okay” I then explained to her that I don’t wanna take those home with me she then offered to switch us rooms keep in mind this is all at 1 am she then proceeded to move us to the 4th floor and when it was time for us to check out the elevators stopped working thus making us carry all of our belongings down four flights of stairs wouldn’t recommend unless you wanna take some pets home with you

We really enjoyed our stay, staff was super friendly and had great customer service. Great options for breakfast and we encounter a problem with our door lock, it ran out of battery and they fix it very quick. Definitely staying again next business trip.

Lots of parking space so bigger vehicles friendly and the staff was great and helpful definitely coming again

Everything was just fine. The deposits of the high but worth it of course cuz you get your money back

Friendly staff and efficient. Just hard time sleeping air conditioning system is noisy. Hallway carpet needs cleaning. Over all stay was okay.

The breakfast was amazing. Staff was great and the rooms were very nice.

N/A

Amazing experience.