Holiday Inn Express & Suites San Diego - Mission Valley

Never again. My family and I were locked out of our room for 2 1/2 hours. I informed the front desk that I could not access the room, and the lady said she would send maintenance to assist. 30 minutes later no one showed up, so I went down to the front lobby to follow up. The front desk provided me with a new key to try, but that failed. I went back down to the front desk, only then was I told the maintenance person is not qualified to access the room. I informed the staff that we needed a room so we could change our baby because she soiled her diaper. An hour went by and still no room was provided. Another tenant offered if we wanted to use their room to change our baby. Almost two hours passed, we were provided with another room to use. Another staff member arrived after being called in. He could not open the room with the tools he used. After 2 ½ hours, my family and I finally gained access to the room. We gathered our property and checked out of the hotel. The front desk lady gathered my information and told me she would relay what happened to the manager and we would be compensated for the incident. She provided me with two bottles of water, which should’ve been offered to my family and children while we were waiting in the hallway locked out of our rooms. I did not receive any calls. I attempted to contact the manager for a whole week, only to be told she was unavailable, or she would call me back in an hour, which she never did. Now I have no choice but to share this on all public review sites, maybe then I will get a call from the hotel management.