Holiday Inn Express Hotels & Suites Loma Linda by IHG

This was our second time coming here. It is close to everything we have to come here for. There is a lady-Jasmine- who is a joy to see at the front counter. She make all guests feel welcomed. The continental breakfast is the nice.

Staff was very friendly & accommodating. Was able to provide an early check in. They are pet friendly, room was clean & spacious

I was clean., staff was helpful, in particular Tina, who makes sure that all the foods are ready for breakfast. Jasmine, checked me in and she was welcoming. Carla, checked me out and again they were friendly.

The daytime staff was GREAT! Especially Jasmine. She was very sweet and helped me with a huge issue we had the night before with the graveyard front desk agent, Nigel.

I’m not going to go into great detail here because I will be dealing with corporate to get the situation resolved. But the short version is this…. We were locked out of your room at 1:00 AM (through no fault of your own! Both of our keycards had been deactivated even though we still had 2 more nights booked) and not having someone at the front desk when it’s supposed to be a 24 hour front desk, was not okay. The lobby was wide open and not secured by keycard access. We had 3 teams of minor children staying there so 50 ish kids. Even worse was that I finally had to jump the counter after 35 minutes because I thought maybe someone was dead in the back….and found Nigel passed out and slumped over the computer in the office. He was not just asleep. He was very clearly on something. After I woke him up, it still took me yelling from the lobby 3 more times and another 8 minutes for him to finally emerge from the office. He was so incoherent that he was falling asleep/nodding off while he was standing at the computer in the front trying to enter my room number…..which he asked at least 6 different times and still couldn’t get it right. Another guest who came in a couple minutes after we did, needed a blanket for her child. He asked her 5-6 times what it was that she needed….and then finally brought out 4 towels instead of a blanket. When he couldn’t get the computer to work….because he was “typing” but not actually pressing the keys, he told us we would just have to wait until 6:00 AM when the next person came in. After I finally told him I was just going to call 911 because I was concerned he was having a medical emergency or was on something, then all of a sudden he snapped out of it and was coherent. He then became a COMPLETE JERK and literally acted as if I was inconveniencing him and had woken him up unnecessarily.