Holiday Inn Express & Suites Wheat Ridge-Denver West by IHG — Attraction in Wheat Ridge

(1)I made reservations on June 29,2018 for a handicap accessible room with a roll-in shower for 2 nights, however I was given a suite on the 3rd floor and a bathtub. I brought this to the staffs attention and was informed that the handicap room with 2 beds and a roll-in shower was rented for 6 nights and the only other room only had a king size bed and a roll-in shower so I checked it out however, the towel bar was located close to the toilet and didn't allow me to backup my wheelchair far enough to easily access the toilet which I would have to access sideways. I decided to go back to the suite and look at the toilet situation to see if I could make it work. I was able to backup my chair far enough to allow me to slightly angle my chair to make transferring to the toilet a little easier, however I started going down to the lobby restroom as it was actually setup so that I could back my chair between the toilet and the sink, and the sink had a cutout that allowed me to roll right under, i had to access the sink in the suite from the side and a shower bench was brought in for me to use in the tub.

(2)The carpet in my suite had been shampooed before we arrived and apparently it was an overnight dry, so Sean brought up an industrial fan to try and dry it as well as turning up our air conditioning, while we went to the pool.

(3) I was very excited that your hotel had a pool with a chair so that I could actually use it, however, I ended up getting stuck in the water because the chair suddenly wouldn't work, however my assistant figured out the problem and got me out and then with the help of Sean they lifted me back into my chair.

(4)Being disabled I don't eat out often so I was really looking forward to biscuits and gravy for breakfast, however, to my dismay there was no gravy and overheard one of the kitchen staff comment that she didn't know if there was any gravy on the tuck but she would check, after several minutes she brought some out, however by then I had already chose something different to eat. I found it strange that they didn't do a better job of ensuring they didn't run out of different items as that was a continental breakfast.

(5) I do want to make sure that the night manager Sean gets the proper recognition as he went above and beyond to help accommodate me and my needs, he is a definite asset to your patrons and to your company.

(6) Paige, the GM was very accommodating and comped me for my entire as she completely agreed it was not worth the cost or inconvenience a and stress I had to endure for 2 1/2 days! I made several suggestions to Paige that are crucial for a handicapped person needs to maintain their independence.

I would not recommend this hotel to anyone with a disability until I was certain the above issues were solved, however, it is nice for...

The room I had didn't have any major issues, but despite paying only $100 /night, I wouldn't return due to a long list of minor issues...

Good: Easy to find the hotel. The front desk person was nice and really clear with her instructions. AC was cold/hot when we wanted it to be. The desk was big enough for a large monitor or a laptop, and the chair was super comfortable. The beds were decent and appeared to be clean (one had a stain but that might have persisted through a wash). The internet was...ok, but not nearly as fast as other hotels I've stayed at (this one tested less than 5 Mbps for Wi-Fi downloads after several tests spread over two days). Plenty of plugins for all the tech we had to use. Bathroom had big dispensers in the shower for all the soap you could need. Keurig coffee maker was nicer than most that I see in hotels. Mix of old/new feel; two old phones and a strange alarm clock, but a modern thermostat, paintings, and TV—they said it was "newly remodeled" three weeks before I was there, but that seemed true only for the lobby/breakfast area, not the room I was given. The breakfast was good, lots of options and lots of seating.

Not good: The room we were originally given was very difficult to locate—the signs in the hallways are unclear and don't provide all the information you need to locate every room (we were able to have food delivered, though, without issues). Our room key didn't work, got a new one but that didn't work, so we got a different room entirely but had to settle for a different number of beds than we originally booked. Was told our transfer was to a room with two queens, but they definitely felt like fulls. The room was not clean, which was obvious from the coffee bits spread all over the desk, the french fries and pepperoni around the base of the bed, and the coffee stain on the desk that I was able to wipe up with a single wipe...it simply was not fully cleaned. There was a single, unwrapped cup for coffee, and one coffee pod, but two lids. The remote didn't work (TV did) and the battery cover was missing entirely. The double queen room had just one place to sit luggage, otherwise we had to use the second bed for storage if we didn't want our things on the ground. I didn't do enough research to know this hotel accepts animals, because we heard dogs barking as we hunted for our room, but it was just that one time, otherwise it was fairly quiet. The shower has a few toggles, but if you don't want targeted pressure at 100 gal/s, the last option for my room was 50 streams of water going every direction except where I needed it. One of the hand towels had a nasty brown stain on 5% of it.

Overall, these cons are relatively minor, but the list is still far longer than most...

My family checked into the hotel on Sept 15th, 2021. When we got to our room the floor was sticky. I went to the front desk about the floor and was told their cleaning fluid makes the floor sticky and was offered a towel to wipe it up. Been to many, many HIE's over the last 20 years and that had never happened before. Also, I noticed later there was just a tiny amount of TP on the roll and both bulbs in the desk lamp were burned out. I called the front desk and was told I could come down and pick up TP, but there was no one to fix the desk lamp. I told her it was too dark in the room without it and to her credit, she did call someone and brought my 2 bulbs. Later that evening we discovered the shower handle was broken so we could not use it, but since it was late and I knew maintenance was not there, I waited until morning to tell the front desk about it. Later that afternoon the shower still had not been repaired so I reminded the front desk and was told a part needed to be ordered. The front desk checked with management about this and later on the shower was repaired (no part required, so that was a fib). Also, my wife wanted to do laundry as we had been on the road for 10 days. She went to the front desk and was told there was no detergent for sale and they did not have quarters for change. So I went out and bought detergent and to a bank to get quarters. When I returned and went to the laundry room, I found the washer was broken anyway...so no laundry. At breakfast for the 3 nights we were there, there were no hot tea bags and no orange juice. The woman in charge told me she had to order tea. Every other HIE I have every been to had several tea selections that were available 24/7. I went to the manager to discuss all of the above problems and she was quite apologetic and I was told she would take care of our first night. Yet when I checked out, my bill had not been adjusted and I was told by the front desk that he had no authority to change it, but he would talk to the manager and she could credit my account. It's been 3 weeks now and still no credit. I even sent an email to the hotel about this expecting a response and nothing. So all in all, I would never stay at this particular HIE again. All the above problems were small, but all together, they made for a less than satisfactory stay. If I had been credited as promised, I would not have written...