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Customer Ratings & Reviews
TripAdvisor Traveler Rating399 reviews
They overbook and don’t honor reservations
I could not be more disappointed with the stay at this Holiday Inn Express. I prebooked my reservation weeks in advance and prepaid for my two night stay. I knew I was going to be checking in later in the day and even confirmed with the hotel that I would be checking in after midnight. Despite all this, the Holiday Inn did not have a room for me when I arrived, which was around 1AM. Imagine traveling, driving out to this hotel (which I found out was in rougher area) and being told that they were overbooked and that they did not have my room. The hotel clerk was not helpful at all and haphazardly offered to find us another place to stay, not even informing us that they were legally obligated to help me find a room. I ended up having to drive a half hour away back towards Denver which put me 30 mins away from my family, which was the purpose of the trip.
DONT STAY HERE
DO NOT BOOK HERE. THEY WON'T KEEP YOUR RESERVATION. This was the absolute worst hotel experience I've had. We had a reservation booked several weeks ago, when we arrived to the hotel at 1:30AM, the front desk clerk told us they were overbooked and didn't have a room for us. WE HAD A RESERVATION. This reservation was confirmed earlier in the week with notification that we would have a late night arrival!! He stated he would help us find a room, but instead was on the phone (not with a customer from what I could hear) and ignoring us. When we asked again for his help, he told us to wait a minute. This was infuriating it was 1:30 in the morning and they didn't keep our reservation!!! We were left to our own devices to find a new hotel and get there despite state laws stating the overbooking hotel should do this and provide transport. Terrible experience. Terrible customer service for a "hospitality service"
Do Not Stay Here
I made a reservation here based on what I say and read on TripAdvisor. Unfortunately, the reality is far worse. First, the area where the hotel is located is not a good area. Most of the nearby businesses are closed or abandoned. The property is surrounded by a high metal fence. When we arrived, several police cruisers were in the parking lot dealing with a fight between a couple of homeless people. The nearby hotels were very sketchy. When we checked in, we were informed that we had to enter and exit the hotel at the front desk because all other doors were locked permanently. We went to our room and the bath was chipped as were the light fixtures and outlets. The bed cover had stains on it. The air conditioner was struggling to keep the room tolerable. We had people in nearby rooms screaming and fighting. Several other rooms had garbage piled up at the door and one room had its door open where it looked like a family was living there long-term with trash throughout the room. The final straw for us was when we went to our car to try and find food somewhere, we were yelled at by homeless people who clearly had some mental health issues. We made the decision to leave immediately and go to another hotel. Our first clue that something was not right was we never saw any other guests checking in, using the pool or walking in the lobby. I have always had good experiences at Holiday Inn Express which is why I was surprised by this hotel. You will notice that the exterior picture on the TripAdvisor page is the architect's drawing and not what it looks like now. We did not feel safe in this area and I would not recommend staying here. I will say the girl working at the front desk was extremely nice and helpful. She has a difficult job but she remained positive and helped us cancel our reservation.
Overrated (on Tripadvisor) hotel in the middle of a sketchy area
I’ll be fair; it’s not all bad, but here’s my summary up front: Don’t expect typical Holiday Inn Express experience if you choose to stay here, in the cleanliness or the service, you’ll get neither. Good stuff: Breakfast was generally good and is a big perk to staying at HIE. This is really what is saving this particular place in my opinion. Soaps and supplies are pretty good. Dove soaps-nice! -unless you need replenishment. Water pressure is tremendous if you are into that. TV works like it should. AC keeps you nice and cool on hot days. Location right off Interstate. Bad stuff: We stayed 4 nights so know this was not just a “had a bad day,” but consistent things we dealt with. Pool is nasty. NASTY. My son tried it for 5minutes and that was enough. Stuff on the floor of the pool (peeling? Dirty?) ladder out was clearly needing fixed/replaced. Around pool area were gas cans out in the open, and what appeared to be random parts of broken luggage carts. And other stuff. (Side note: why is it so hard to get a HIE with a working, decent pool? Out of many we have used, I can remember 1 that was not being fixed or dilapidated.) Stuff was out there even on day 3 of stay. See pic TP. Who needs a holder? Ours was broken before we arrived. Reported it right away. It’s still broken when we left day 4. So we just dealt with it. And when you’re running low you got to find someone and tell them to get you more. It’s hard to find someone sometimes to do this. Shower curtain had mold growing. Told staff on day 2. Replaced on day 3. Way to go but how about a protocol for prevention? Bathroom door locked but unlocked by wiggling. That’s a little too easy in my opinion. Supplies: I almost went down the street to Target to buy some washcloths. It seemed it was pretty hard to get them. We didn’t have enough towels (including washcloths and hand towels) to start. We would ask for more but it always seemed to be the excuse of “we are washing those” “we don’t have enough” “I only have enough towels for ppl in this other room because they are a ‘stayover’” (I was a stayover too). Sometimes we’d get a pool towel mixed in (because why not? No one’s using the nasty pool!) It was a hodgepodge many times. And we ALWAYS had to ask. We asked to have our room made up 3 total times. Out of those 3, we received the service once. When we get back once after 5:30 and asked about the missed service, they said there was no one to do it, and they ran up towels and took our overflowing trash away. Sketchy surroundings: a lot of homeless ppl around here. A very sketchy motel to the south (makes this HIE look amazing by comparison) is frequented by police, the homeless, and an interesting cross-section of humanity. We had no incidents, but we didn’t ever set out on foot anywhere but to the van, and never late at night. Not the place to just take a walk/jog). Sign frequently put up in lobby “be back soon.”Witnessed several arriving guests over 4 days greeted by this sign, waiting, wondering why no one cares about checking them in. Bed hazard: the bed frames are not proper for the mattresses (or vice versa). So the bed frames stick out in places that will whack your shin if you are not very careful, or tear you open with a rough edge if you are caught unaware. I put things in front of the edge because I saw the danger. On the IHG website there are reviews of people who have suffered lacerations from these. Be careful! Or stay somewhere with fewer clear hazards. Summary: We were ok in the end of this stay, but would not stay here again. I recommend looking for another HIE; this one has some issues that are not the fault of the property (the surrounding area), and some issues that are the fault of the property (service, supply, protocols for providing an experience consistent with the brand). Side note: I’m not sure the answers to the responses I have read are cut/pasted, or are a bot auto-responding. Here’s the responses. Let’s see which one I get! 1. We are delighted that you enjoyed your stay at our newly remodeled hotel. 2. Thank you for your feedback. 3. Your comments have been shared with the management team. 4. Please call the hotel directly to discuss your feedback. My bet is on 2 or 3. But consider this: if it is any of these, and not anything more specific, it proves the point that these reviews are being pretty much ignored by management. I hope I get a response that is better.
DO NOT STAY HERE
This place was an absolute NIGHTMARE to work with. I had to book two rooms for employees & when I needed to change one of the rooms over to a different credit card, they could not locate the second room. Had to go through 3 people (first two put me on hold than line disconnected). The 3rd person was able to locate the room but took him 40 minutes then he placed me on hold for 15 minutes before the line disconnected (total of 2 hours). All while I could not reach the front desk of this hotel (tried calling at least 10-15 times). My final attempt later in the day, I was able to get ahold of the front desk, spoke to Felica (General Manager) told her my situation, I needed a credit card authorization form since the company was paying for the rooms not the guests. I verified with her that both rooms would be put under the same credit card & even offered to give her the card number which she said no, once I submit the authorization form she will put both rooms under that card. Once the guest arrived, I got a phone call saying that they did not have a credit card authorization form. I informed the gentleman checking them in I had sent it to Felica's email. He said he would take my word on it & locate it later so he could get the guests checked in. NEITHER HOTEL ROOMS were charged on the credit card that was authorized on the form. The credit card they charged was not even a guest that stayed there. Along with this, during my employees stay, they were sending me pictures of the police at the hotel because they had to be called to get the homeless out of the lobby.