Holiday Inn Express San Bernardino - Colton by IHG · Colton

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.