Holiday Inn Palmdale-Lancaster by IHG

The hotel itself is decent, but the staff really ruined the experience. I made my reservation over the phone through their call center for a Saturday stay. Everything was fine during booking I even asked about late checkout and was told the latest they offer is 2 PM, which was perfect. When I checked in, I asked again to confirm the late checkout, and the woman at the front desk told me their policy is that late checkouts have to be requested the morning of. That’s completely different from what the call center told me. Even after explaining that, she said the latest we could do was 12 PM. Whatever I let it go. The next morning around 11:30, housekeeping came banging on the door saying there was no late checkout. I told her we were told 12 PM, and she started getting loud and frustrated, even showing me her list of rooms to clean while putting her hand on my arm like it was a joke. Totally unprofessional. I told her we’d get ready sooner, and she ended it with, “12 PM, no later.” Overall, the hotel itself was okay, but the staff’s attitude and lack of communication made the stay uncomfortable. I won’t be giving this place my money again.

On Saturday, October, 18th, 2025 at I.H.G. The Holiday Inn Palmdale-Lancaster by IHG: 38630 5th St W, Palmdale, CA 93551, my family and I experienced the most lackadaisical and bitter check-in and check-out. My family and I, arrived at 1:40am after a grueling drive, to our favorite place, I.H.G. Holiday Inn. This I.H.G. brand is our home away from home! My family and I absolutely love and recommend it to EVERYONE we know! As we approached the front desk, it was completely unattended. My family and I waited for 10-15 minutes for a receptionist. During our wait, we attempted to lightly knock on the counter, say Hello in a moderate tone with no success. After trying to call the direct phone number listed on Google Maps, a male gentleman appeared. No greeting, or warm expressed welcome. It felt like I was bothering him. I was the one that politely greeted him and expressed the details of our reservation, which consisted of 2 rooms for a total of 4 people. As a PLATINUM-ELITE MEMBER of I.H.G., I find the lack of professionalism completely unacceptable and down right disrespectful. As the owner of a business, I understand that first impressions are EXTREMELY IMPORTANT. In addition, guests/ clients are the reason a business succeeds. The male "representative" also failed to ask if I would like water, any other amenities or if I would like additional points for my stay, which is required with an I.H.G. PLATINUM-ELITE Membership. Furthermore, the total that I was being billed for was $50 dollars additional per room. There was no explanation to why. It wasn't until I asked why the total was different from my confirmation, that he said it was a "security" deposit. Which was understandable, but should have been explained during the check-in process. The following morning, Sunday, October 19th, at 9:47 am PST, there was no coffee to begin my morning. In my personal opinion, IHG Holiday Inn's have great tasting coffee! It's always available, and hot. I approached the female receptionist and asked if I may please have some coffee. In a very dry tone and uncaring look, she simply said that "there was none left and there wouldn't be making more bacause the restaurant closes at 10am PST". WHAT?!?! With check out policy of 11am, it has been my experience that coffee is always available and offered by the receptionist. I really wish that I would of taken both "receptionists" names so that further training could be provided in order to meet the IHG standard that I'm accustomed to. The service, quality and peace of mind are the reasons why I specifically choose I.H.G. I'm continuing to invest a fortune to become PLATINUM-ELITE STATUS I will not return to The Holiday Inn Palmdale-Lancaster by IHG: 38630 5th St W, Palmdale, CA 93551, and cannot recommend this location to my friends, family or 150k + followers on Facebook and Instagram. I am completely dissatisfied by this experience.

I had a very good stay overall. The front desk agent was friendly and professional, and housekeeping did a great job keeping my room spotless and comfortable. Everything about the stay met my expectations. The only thing that stood out in a negative way was the tall security guard with glasses. When I first arrived, he was standing right in front of the front desk with a rather off-putting look, almost blocking the agent from view. Later in my stay, when I came down to the lobby restaurant, I noticed the same guard just sitting at a table on his phone instead of being attentive or doing his job. It gave off an unprofessional impression, which was disappointing considering how great the rest of the staff were. Overall, though, it was a pleasant experience, and I’d stay again — hopefully with a bit more attentiveness from the security team next time.

Hi my Norma Matthews I have stayed at this location twice a year. Your server Ms Tatiana she always polite and mannerable and pleasant to talk to.Alway speak when I come and with a great smile. She is a keeper.Also Margaret Front desk bis great as well very nice .

The staff was all friendly, helpful and professional. Breakfast was absolutely delightful. This hotel was very easy to navigate with a rolling suitcase (and a stroller). Beds were clean and comfy. I would probably stay here again.

Night staff gets 5 stars but the hotel gets zero. It's older but not taken care of. Room stank, bedding smelled like old body and hair oil. Balcony was dirty. It has potential but they need to clean it better. Dirty table and lamps in room. Carpet filthy and to make it worse, they charge more than the new hotels in the area. Total disappointment. Not worth it

The experience I had at this hotel was AMAZING! From the people , to the food, to the super comfortable bed. It was an all out great time and I definitely will be coming back. The room was very clean which me and my wife deeply appreciated and the front desk agent Lonnie was very kind and welcoming. You guys are doing awesome keep Up the great work!

Location was great for our travels, staff were all pleasant and helpful from housekeeping to dining but a true gem with a phenomenal smile and over the top customer service would be Shawn at the front desk. She made sure we were enjoying our stay. She answered all of our questions about nearby attractions, and upon our return from outings we were greeted with a sincere concierge service that made us feel great, needs met, and appreciated for staying at this location! This is the type of service that brings guest back!