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“Did NOT get the king bed that I paid for”

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Holiday Inn Express Union City/San Jose
Ranked #2 of 4 Hotels in Union City
Reviewed 20 March 2013

I'm a Gold Level Priority Club member. I know how to book a room with Holiday Inn as I have done it numerous other times. I booked a King Bed Leisure Non Smoking room. I received a confirmation email (60093336) stating I was receiving my King Bed. When I arrived, everything was normal. I've never had a bad experience with any of the Holiday Inn family hotels. This is the first (and last) time I've ever been to the Union City Location.
I got to my room on the 4th floor and it was a double queen room. I went downstairs and told the guy behind the counter that I paid for a King. He told me there were none available. If I wanted a handicap accessible room, I could take it as it had a king bed. I told him No as I believe those rooms should be for who they are intended for. I told him it was his responsibility to tell me at check in that I wasn't getting my King that I paid for and not being surprised the way I was when I walked into my room. I informed him I would never stay at this hotel again.
That would have been the end of it but the guy calls me in my room to tell me that I booked a room with 2 queen beds which I know I did not! I told him that I had a confirmation email stating that I booked a KING!!! This was very confrontational! He basically called my room to call me a LIAR! And I had the PROOF! He then backed off and offered to move me the next day to a King room. I declined as I was so PISSED OFF!!!
I will NEVER VISIT THIS HOTEL AGAIN! NEVER!!!!

  • Stayed: March 2013, travelled on business
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1  Thank Javier A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
IHGCare, Guest Relations Manager at Holiday Inn Express Union City/San Jose, responded to this reviewResponded 11 April 2013

Dear Javier A,

Thank you for staying with us and taking the time to leave a review. We strive to provide the best possible service and experience and it is always great to hear from our guests on how we are doing. We are very sorry to read that you experienced inconvenience because we did not meet your expectations. The feedback we receive from our valued guests, like you, enables us to target problem areas and take the necessary actions to ensure similar situations can be avoided in the future. We appreciate the candid feedback we receive and welcome any opportunity to improve.

Thank you for staying with us, and we hope to have an opportunity to serve you again.

Sincerely,

Ferdinand G.
Case Manager
IHGCare

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56 - 62 of 93 reviews

Reviewed 15 March 2013

The staff were wonderful. The room is OK. The location is scary. I didn't feel safe. Stay away from the Walmart. The mall across the street has mainly restaurants and a sketchy Walmart. Not sure if Union City has any good hotels. I would never go back here.

Room Tip: Stay somewhere else. Probably better in a nearby town
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  • Stayed: March 2013, travelled on business
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Thank Gee557
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
IHGCare, Guest Relations Manager at Holiday Inn Express Union City/San Jose, responded to this reviewResponded 17 July 2013

Dear Gee557,

First of all, we like to thank you for having chosen our hotel and we also like to thank you for having taken the time to share your valuable comment with us. Guest comments like yours are paramount for allowing us to focus our attention where guests’ feel it is necessary. We always encourage our guests to let us know right away if there are any issues or needs that they experience during their stay with us. The safety and security of our guests is of utmost concern to us. We have taken note of your valuable comments and will use these to monitor and improve the quality of services we offer to our guests.

Thank you for staying with us, and we hope to have an opportunity to serve you again.

Sincerely,

Ferdinand G
Case Manager
IHGCare

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Reviewed 14 March 2013

As I posted in my review of a HIE in Tuscon, the HIE chain is starting to show it's age. This place is due for a remodel. First room was on the east side of the hotel and had to listen to a hum from their climate control system outside my window all night long. Then a 5am, a trash truck with a loud backup alarm in the shopping mall next to the hotel woke me up. Then at 6am, a semi delivering materials to the construction site north of the hotel woke me up. The hotel folks moved us to another room for the next night and that was better but I would l think the hotel manager would have had conversations with the neighbors ahead of time about when they can start work. I thought a rate of about $145 on Thursday night was a bit steep. Everything else was OK.

Room Tip: Stay on the southwest side of the hotel. Those rooms will be quieter.
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  • Stayed: March 2013, travelled as a couple
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Thank general5star1962
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
IHGCare, Guest Relations Manager at Holiday Inn Express Union City/San Jose, responded to this reviewResponded 11 July 2013

Dear general5star1962,

Thank you for your feedback. We take our guest comments very seriously and always strive to provide comfortable and friendly accommodations. We understand the importance of a good nights sleep and we apologize for any inconvenience caused by the renovation works during your stay. Though we would prefer you had a better experience at our hotel, we would like to thank you for sharing your thoughts and we hope you give us a chance in the future to show what we have done.

Sincerely,

Connie D
Case Manager
IHGCare

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Reviewed 26 January 2013

I stayed in this hotel on a business trip.

The front desk was helpful at checkin, although somebody was being trained and that person handled my information. It took a bit longer than it should have, but not a big deal.

The hotel lobby is nice but not fancy. The hotel appears to be very clean and in good repair.

The room is a basic hotel room, but a nice touch was different pillows with pillowcases saying "firm" or "soft" on them. There was also complimentary bottled water and a candy in the room.

The wireless internet was free and worked well. The bed was comfortable. The water pressure in the sink was a bit low. There was a microwave and a refrigerator.

The free breakfast was pretty average except that there were excellent warm cinnamon rolls which were very tasty.

Although the hotel was nice, it did seem moderately old and relatively ordinary. However it seems that with some of the extra amenities the management is trying to make this the best place it can be, which is the mark of a good hotel.

  • Stayed: January 2013, travelled on business
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Thank SoCa1l26
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GMBayAreaInns, General Manager at Holiday Inn Express Union City/San Jose, responded to this reviewResponded 28 January 2013

Dear SoCa1l26,

Thank you for your thoughtful comments and input. We appreciate your attention to detail as we do work hard to keep our hotel updated and thoroughly clean.

With limited space in the SF Bay Area, thank you for noting our efforts to improve and work with the limited space that we have. We will certainly share your feedback with our team.

We look forward to serving you again. Safe travels!

Sincerely yours,

Marie Cornell
General Manager

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Reviewed 16 January 2013 via mobile

Right from check in I was floored by the rudeness from the front desk. She was obviously bothered that I had interrupted her phone conversation. Aside from that horrible first impression I was pleased with the location, a large movie theater, great restaurants, a grocery store and Walmart. The hotel is on the small side but the room was above average. Very clean and well kept. Even with the bad service I feel good about my stay. I will probably spend my next trip at the Extended Stay since its in the same plaza.

  • Stayed: January 2013
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Thank GarciaFamilyMayor
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GMBayAreaInns, General Manager at Holiday Inn Express Union City/San Jose, responded to this reviewResponded 28 January 2013

Dear GarciaFamilyMayor,

Thank you for taking the time to write a comment. Please be assured that we will share your concerns with our entire team and ensure that customer service is further improved.

We hope you will visit us again during your next trip to Union City. Thank you again for your compliments about our rooms and setting. We really do have a special location.

Very truly yours,

Marie Cornell
General Manager

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Reviewed 9 January 2013

If I could, I would give 3.5 stars. But I will edge it up higher as a 3 seemed to low.

Check in: Front desk person in the evening was very helpful, courteous and professional.

The rooms are very nice. Bed is comfy. Pillows were not very comfortable - but doable for the night. The room is spacious, clean and nice appointed with a large flat screen, concealed fridge and microwave and updated bathroom. Cable with HBO. A nice touch is added with free water bottle and a small chocolate. Tip: ask for a room facing the back and not the street. It was a little noisy.

Pool and spa seemed clean, plus they had a nice little work out room.

Breakfast was just ok. A lot of selection, but not very tasty. But enough to get you to lunch.

Overall, I would recommend to a coworker or friend.

Room Tip: Choose a room in the back. Street noise with rooms in the front.
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  • Stayed: January 2013, travelled on business
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Thank kcollett67
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GMBayAreaInns, General Manager at Holiday Inn Express Union City/San Jose, responded to this reviewResponded 12 January 2013

Dear Kcollett67

Thank you for taking the time to provide feedback. We are very glad that you enjoyed your stay and appreciated our service.

We will continue to look for ways to improve our breakfast and bedding options. It is very helpful to hear from our valued guests so we can focus our efforts in the right direction.

We sincerely appreciate your business and hope to have another opportunity to serve you. Safe Travels!

Very truly yours,

Marie Cornell
General Manager
Holiday Inn Express
Union City, CA

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Reviewed 14 November 2012

The hotel was very nice, more upscale than other Holiday Inn Expresses I have stayed at. The front desk was very helpful and also friendly and polite. A nice surprise/treat was the snacks and wine they set out each evening for guests to enjoy! The workout room was sub-par, but it worked for a few quick workouts on a business trip.

  • Stayed: November 2012, travelled on business
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Thank wtyoung13
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GMBayAreaInns, General Manager at Holiday Inn Express Union City/San Jose, responded to this reviewResponded 16 November 2012

Dear WTyoung 13

Thank you for taking the time to comment. We truly love hearing from our guests.

We continue to seek ways to improve our hotel and will re evaluate our fitness offerings. As an urban location, we often have space limitations, but will always seek out creative ways to improve our service and amenities.

Thanks again for your kind words. We look forward to serving you again soon!

Marie Cornell
General Manager

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Additional Information about Holiday Inn Express Union City/San Jose

Address: 31140 Alvarado Niles Rd, Union City, CA 94587-2701
Phone Number:
Region: United States > California > Union City
Amenities:
Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Swimming Pool Wheelchair access
Hotel Style:
Ranked #2 of 4 Hotels in Union City
Price Range: £91 - £218 (Based on Average Rates for a Standard Room)
Hotel Class:2.5 star — Holiday Inn Express Union City/San Jose 2.5*
Number of rooms: 77
Official Description (provided by the hotel):
Welcome to the Holiday Inn Express Hotel Union City, CA! We are located in the heart of the SF Bay Area and at the gateway to Silicon Valley! The new Union City Holiday Inn Express Hotel offers all the modern amenities with the convenient to Oakland, Hayward, Fremont, & San Jose. We are also central to several major universities & attractions including Cal State Hayward, UC Berkeley, Jack London Square, Oakland Coliseum & Arena, Chabot College, Stanford University, Great America Theme Park, and San Jose State University. Located adjacent to the Union Landing Entertainment Complex, our guests can choose from over a dozen restaurants, a variety of shopping options, IFLY (indoor skydiving) and 25 movie screens within walking distance. Choose to dine at Chevy s, Chili s, TGI Friday s, Texas Roadhouse, Applebee s, IHOP, or just pick up a snack at In-N-Out Burger, or Krispy Kreme Donuts. The hotel features an indoor/outdoor solar heated pool, heated whirlpool spa, on-site fitness center plus our renowned complimentary Express Start breakfast bar. Our guest rooms feature free high-speed internet access, coffee makers, iron and ironing boards, two-line speaker phones with voice mail and ergonomic chair. We are central to all Bay Area airports: San Jose, South (SJC), Oakland, North (OAK) and San Francisco (SFO) - each within a 25 mile range. We look forward to serving you on your next visit to the Bay Area! ... more   less 
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Also Known As:
Holiday Inn Express Union City/San Jose Hotel Union City
Holiday Inn Union City
Union City Holiday Inn

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