Holiday Inn Express Golden-Kicking Horse by IHG — Hotel in Golden

*Please don’t stay in room 307! * Request to not stay in that room, that way you can go to bed. My wife, and 6 and 4 year old arrived and there was no vacancy. Luckily we booked online in advance and they had room 307 for us. After a long day of driving we had arrived at midnight excited to sleep. Got key cards, they didn’t work. Got a new set. Still didn’t work. The evening staff person then tried with a set of keys and some kind of knife to unlatch the lock. Still didn’t work. She called for help and the manager didn’t pick up and some person came to help but couldn’t make it work either. She said she tried calling other hotels in golden too, can’t verify that, but I believe she did try that too. She felt bad and did try for us, especially as we had 2 kids sitting on the couch begging to back to sleep after sleeping in the car for hours. What I found odd though, no solution was given. No other room available when I asked for a back up solution. No other sister hotels to place us at, no reimbursement other than please call Expedia tomorrow for refund. I called around myself as we waited and got something at Revelstoke as the next available hotel for us. We then drove two more hours and arrived at 3am at revelstoke. Kids were champs. Phew! Couple other weird moments at this hotel during our 1 hour mess. They were going to charge us $27.00 extra because they felt Expedia didn’t charge us enough. Haha what!? how did they not know this room wasn’t working. The cleaning staff during the day would have discovered this problem. No? And yet they kept the booking as is. We were the last room to arrive so they knew we would have been thr looming party about to discover we weren’t going to get a room. Maybe hoping we were going to be a no show? didn’t pick up calls. I called 2 times in the early evening once I knew we were going to arrive late. Two times I called the number on the website and no answer. It went to “operator” and then rang and rang until I would hang up after waiting. All of those oddities are one hotel, can’t be a fluke right?

Should be 1 star, but gave 2 because I feel like the evening staff did genuinely try to get us into that 307 room. My recommendation would be to skip Golden, and head to Revelstoke Ramada by Wyndham. They took my call at 1230am, held their last room for me without payment and was incredible the next day. Let us come down to breakfast late because we arrived at 3am and everyone was very nice. Water slides too. Please stay at revelstoke...

We stopped in Golden, BC as we were travelling from Revelstoke to Lake Louise. I was hesitant to book at this hotel, but, there isn’t much of a selection . We were upgraded to an executive suite when I called the hotel BEFORE check in to ask a few questions. Executive suite? Sounds fancy? It’s just a room with a pull out sofa and 2 queen beds. Anyhow, our first night there. I noticed only 3 towels in the room. Room sleeps 6 people. I went down to ask for more towels. I was told they don’t have anymore towels bc they needed to be washed! Manager handed me a pool towel. This hotel prides themselves on being the newest hotel in Golden on their website page. But, when did they last change the inventory on towels. The towels are disgusting. They are very worn out, thin and not even white. I’ll attach pics if I’m able to. Anyhow, I went down the next morning to ask for towels. Still no towels. I asked for the general managers contact information. That’s when the lady at the front desk followed me up and opened the suite next to ours and gave us towels. That should have been done the night before. Anyhow, after I raised my concerns with head office, the manager called me and basically denied that there was a towel shortage and insisted I had enough towels!!!!!! Then, to add to this, he proceeded to ask me about a bottle of lotion and hand wash that housekeeping gave to us as spares. The bottles in the room were not filled up prior to our stay, thus the reason housekeeping gave us extra. Anyhow, I guess they were frantically searching for these! Never mind the fact that they had no towels which they could careless about! Never mind the thin , soiled, off white towels they expect their guests to use! His staff apparently could not find them. I told him they were either in the room or in the trash bc they were almost empty. Come to think of it, I wonder if they pulled them out of the trash and gave to the next guest? Anyhow, I also highly doubt that these towels are even washed in proper amounts of detergent bc they did not smell fresh at all. Overall. It was not a good stay. But it was only for 2 nights. Hotels should have an abundance of hotels. And, they should be clean towels. Not to much to ask for. If you are there to ski/snowboard, check out the accommodations at the base of...

I stay in Golden 3 to 4 days a month every month. Stayed for three nights end of March Early April I arrived at the hotel late. Great check in there with the assistant manager. Went straight to bed.(important to note) The next day notice that there were numerous flies in the room. Didn’t open up the blinds to the window. When I got back to the room that afternoon, I opened up the blinds and noticed that the window was broken, and there was a significant amount of flies and dead flies in the window Took a picture of the broken window and of the flies and brought it to management’s attention. To my surprise and disappointment management advised me that I broke the window and that the flies were not an issue. I Advised management that this was not the case, I Had only noticed the window when I opened the blinds that afternoon. I would not have reported something that I would’ve broken. The manager instantly advised me that I owe them $500 And then I would have to pay it on my way out. And speaking with them, they would not listen to my story or would they provide me with the maintenance records Which they claimed had seen the window, not broken. On my checkout, there was no charge for the window on my bill. Three days later, they charge me for the window with No detailed or itemized information on that $500 charge. Subsequently three days later, they charge me another $500. Now the key thing here is all the additional charges are considered fraud by credit card companies if they do not include an itemized invoice or a signature by The holder of the credit card. I called the hotel advised them or the person on staff at the time of this issue and wanted to have a discussion with the manager. The manager never called me back. I waited three days and then I called BMO and filed a Complaint and a dispute of the charge. I’ve stated this location for 2+ years. This is the most disappointing stay I’ve ever had ever at a hotel and I stay at Hotels regularly for my job. we moved our business over to the best Western because of this situation. All we were looking for was an apology and a refund on the charge that not authorized. Please be aware of this hotel And the charges that they do which are...