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“Unsatisfactory Service - do not recommend staying here !”

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Holiday Inn Express Windsor - Sonoma County
Ranked #2 of 4 Hotels in Windsor
GreenLeadersSilver level
San Diego, California
Level Contributor
11 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 35 helpful votes
“Unsatisfactory Service - do not recommend staying here !”
Reviewed 6 December 2005

We chose this hotel because it looked very nice on the website, and it was the newest hotel near Healdsburg - where we were visiting. It looked nice from appearances when we arrived. But we found that the amenities were not functioning and the CUSTOMER SERVICE WAS LACKING IMMENSELY in solving our problems and having good attitudes. When we first checked in we found one of our rooms (we had two rooms near each other: 4 kids) to be double-locked. Our key would not open it. We called downstairs and told them. It took 20 minutes, while we stood waiting in the hall, for them to come upstairs to see that what we had told her about being locked out of our room was true. Then she had to go back downstairs to figure out what to do. She did not know how to get our room unlocked, so moved us to another room, on a different floor than our kids-another 20 minutes later. She said it was the only room that was available. We were obviously not happy about this conclusion to our Thanksgiving evening, and having our kids on a separate floor from us when we had specifically requested rooms that were near to each other. She also did not even seem to care about our predicament. Seemed as if this must happen often, or she was new and did not know how to handle these types of things. (We heard later in our stay one of the housekeepers saying that she had been locked out of that same room for days!) Our new room's thermostat did not work so we could not turn on the heat. When we told them about this the next day, they told us they knew about this - it was happening in several rooms, and it would be fixed in a WEEK! (We were only staying two nights). They offered us no alternatives. We left for a while, and came back to our room to find that we were now locked out of this room - the safety latch had somehow become engaged when we were not even in the room. This time it took about an hour for them to get us into our room (again we were wating in hall, kids and all). We had to go downstairs and remind the front desk person that she was supposed to be calling the manager; after she had unsuccessfully attempted to get into the room herself. (When we got downstairs she had neglected to do anything else to help us get into our room while we had continued waiting upstairs.) As we stood at the front desk watching her she left a message for one manager, and then moved on to other tasks. We actually had to tell her to call more people on her list to get her to do so. She seemed content that she had done her job after leaving that one voicemail. Finally a manager showed up, and got us into our room. She offered us a 20% discount off this one room after we pushed for some compensation and explained all our troubles we had with this hotel in the past 24 hours. We told her we hoped they cold do better than that. (They did not) While she was there she tried to show us a "trick" that she promised would make the HEAT come on in a few minutes, even though we could not see anything on the thermostat indicting that it was working. When we returned to our room later that evening it was FREEZING! It had been blowing cold air the whole time while we were away. No heat, as the manager had promised. We had to push for the front desk person to accommodate us and give us another room. We ended up sleeping in the room next door where the heat was working, and leaving all our stuff in the freezing room. We have never had such an experience of lack of willingness to SERVICE THE CUSTOMER. We had to keep asking and reminding and they just did not seem to CARE! We are very dissappointed in this hotel and would not recommend it to anyone.

Helpful?
11 Thank dana p
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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211 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (41)
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English first
A TripAdvisor Member
Reviewed 10 October 2005

Best Hotel Staff I have ever met!!!!!!!!!!!!!!!!!!! Guest Service Manager is VERY FRIENDLY and HELPFUL Thank you

  • Stayed October 2005
    • Value
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank A TripAdvisor Member
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SF
Level Contributor
7 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
Reviewed 7 September 2005

Not too bad, except for the painfully slow elevator, no easy access to stairs, ill equiped front desk, broken wi-fi, noisy fridge in room, and gate to the pool did not work with anyones key card.

Cheapest place in area though.

  • Stayed September 2005
    • Value
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank the_marx
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Chicago, IL
Level Contributor
22 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 54 helpful votes
Reviewed 27 July 2005

Stayed for 2 nights in July. Was a new hotel, very nice and clean inside. Does not look like a holiday inn from the outside. No problems or issues with cleanliness. The only problem was the front desk. I'm not sure any of the staff members knew what was going on. Thy called our room a couple times because they forgot to have us sign something, or they did not get an address. We also called for a wake up call for 8 am, and no one ever called. We woke up on our own, but come on, its a wake up call. We were told it was a new hotel, but they have been in business for a month now. They should know what to do.

  • Stayed July 2005
    • Value
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank Traveldiva81
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Holiday Inn Express Windsor - Sonoma County

Property: Holiday Inn Express Windsor - Sonoma County
Address: 8865 Conde Ln, Windsor, CA 95492-8912
Phone Number:
Region: United States > California > Sonoma County > Windsor
Amenities:
Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #2 of 4 Hotels in Windsor
Price Range (Based on Average Rates): ££
Hotel Class:2.5 star — Holiday Inn Express Windsor - Sonoma County 2.5*
Number of rooms: 75
Official Description (provided by the hotel):
Our beautiful Windsor Holiday Inn Express Hotel is located in the heart of Sonoma County Wine Country, nestled between Healdsburg and Santa Rosa. Leisure travelers will enjoy access to over 100 wine tasting rooms in the Russian River, Dry Creek and Alexander Valley, including world famous Rodney Strong, Kendall Jackson or the local favorites of Segeshio or Bella. It is just a short drive to view the stunning trees at Armstrong Redwoods, or capture the breathtaking Sonoma Coast. Our hotel is close to additional attractions including Safari West, Wells Fargo Center of Performing Arts, and Charles Schulz Museum, home to the 'Peanuts' gang. Our location is walking distance to the charming Windsor Town Green. Many enjoyable dining choices, boutique shopping, coffee shops and a variety of events on the Town Green such as the Farmers Market, summer concerts and family fun. Business travelers appreciate our comfortable and convenient location in proximity to the Santa Rosa Airport Business Park and Windsor Business Park. Corporate rates are available to our business travelers. We welcome federal and state government employees. The hotel offers a 24-hour business center. While lodging in our Windsor hotel guests will enjoy a complimentary hot breakfast, free wireless Internet, fitness center, indoor jacuzzi and sauna, outdoor heated pool. We look forward to having you stay with us! ... more   less 
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Also Known As:
Holiday Inn Express Windsor - Sonoma County Hotel Windsor
Holiday Inn Windsor
Windsor Holiday Inn

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