Holiday Inn Express & Suites Albuquerque Airport by IHG — Hotel in Albuquerque

Well, I should start out by saying we ALWAYS stay at IHG properties. Usually they are the best. In fact, this property has been great in the past, which is why we always have returned. This time there were several me weird issues that might cause us to rethink booking this property in the future. I booked for a week, as I was a guest performing artist at UNM, and I wanted someplace to sleep after long rehearsals/performances. My wife was also performing at UNM. After I booked the week, I needed to add on a day in the beginning, but obviously wanted to stay in the same room. I accidentally made it a second separate booking. I called IHG and they said it would be no problem to stay in the same room and I wouldn't have to worry about switching rooms during the day (when I would be in technical rehearsals at UNM all day). But when I arrived and double checked, they said they couldn't guarantee the same room despite my conforming on the phone before arriving. They said it was their "property policy". I pleaded my case for about 30 minutes but still no guarantee. Same type of room/same price just an added day...that I paid for. This added tremendous stress to my next 24 hours, and it weighed heavily on my mind when I needed to focus on my performances. While at rehearsal, I was frantically calling IHG and the property to try and confirm that I wouldn't have to pack up all our belongings into our car for rehearsal the next day. Later in the evening they finally agreed. But the damage was done...I had a terrible tech rehearsal because of my split focus. The second issue happened a few days into our stay, when I had an early rehearsal but my wife had a later call time. She decided to sleep in and get some extra needed rest. I left , but an hour later my wife called and said that someone entered the room despite our Do not Disturb sign, and woke her up (scaring her half to death) then left. When I called the front desk (again while IN my rehearsal), they said informed me that this was a "security check" and was "hotel policy". And that they do it ALL the time. I asked why, and the lady told me it was because , "of things that go down nowadays...like sex trafficking". I asked if she was accusing my wife and I of sex trafficking and she said " no, but this is hotel policy and for OUR safety". Bizarre. I have never heard of something so crazy in all my life. I told her that if they suspected someone was sex trafficking, they should call the police, not disturb every guest in the hotel. If this is truly the "hotel policy", then I will never stay here again. It's unheard of and defeats the point of the "do not disturb" sign. I was not happy with being treated as if I might be a criminal, because "it was for my safety". Especially as an IHG rewards member I was very...

Dear Executive Team,||||I am writing to express my disappointment and frustration with the recent decision to remove coffee from the rooms at Holiday Inn Express hotels. I was informed that coffee will no longer be available in-room and instead will only be served in the lobby. As a loyal IHG Diamond Elite Member and frequent traveler (staying in over 200 IHG hotel rooms annually), this change is a significant setback.||||In the past, I was a top-tier Marriott member, but I stopped visiting Marriott (Courtyard) hotels when they made the decision to eliminate in-room coffee. I fear this policy at IHG will have the same effect on my travel choices.||||As a professional road warrior, I often arrive late at night and start my day early, typically waking up at 4:00 AM. Having coffee in my room is essential for me to start my day productively, both for the caffeine and as part of my morning routine. The alternative of getting dressed, using the elevator, and walking to the lobby to obtain coffee simply does not align with my needs or expectations for a convenient stay. I will not tote a coffee machine from the front desk to my room, the alternative offered at check in.||||Additionally, I noticed the new Bunn coffee machines in the lobby, which, frankly, did not improve the experience. The coffee tastes no better, and it took longer to get a cup. If this decision was made to save costs, or due to a new contract with Bunn I want to express that it has not enhanced the guest experience in any meaningful way.||||Given that I pay an average of $158 per night for my stays, removing something as basic as in-room coffee feels like a poor decision that will only drive loyal customers like myself away. If this becomes the standard across all IHG properties, I will be forced to consider other hotel chains, such as Hilton.||This decision does not align with the needs of professional travelers, and I hope you will reconsider the direction you are heading. I trust that you, as a key leaders, will raise this issue with your corporate branding team before it affects more loyal customers.||||I will not be returning to your Albuquerque location, and I sincerely hope this message prompts a reassessment of this policy.||||Thank you for your attention.||||Sincerely,||Daymond Decker||||Cc:||Heather Balsley - Global Chief Commercial & Marketing Officer at IHG Hotels & Resorts||Tushar Patel - CEO at TNJ Group of Companies||Molly Judd, Director of Operations at TNJ Group of Companies||Angelica Tena - GM Holiday Inn Express Albuquerque (TNJ...

Dear Executive Team,

I am writing to express my disappointment and frustration with the recent decision to remove coffee from the rooms at Holiday Inn Express hotels. I was informed that coffee will no longer be available in-room and instead will only be served in the lobby. As a loyal IHG Diamond Elite Member and frequent traveler (staying in over 200 IHG hotel rooms annually), this change is a significant setback.

In the past, I was a top-tier Marriott member, but I stopped visiting Marriott (Courtyard) hotels when they made the decision to eliminate in-room coffee. I fear this policy at IHG will have the same effect on my travel choices.

As a professional road warrior, I often arrive late at night and start my day early, typically waking up at 4:00 AM. Having coffee in my room is essential for me to start my day productively, both for the caffeine and as part of my morning routine. The alternative of getting dressed, using the elevator, and walking to the lobby to obtain coffee simply does not align with my needs or expectations for a convenient stay. I will not tote a coffee machine from the front desk to my room, the alternative offered at check in.

Additionally, I noticed the new Bunn coffee machines in the lobby, which, frankly, did not improve the experience. The coffee tastes no better, and it took longer to get a cup. If this decision was made to save costs, or due to a new contract with Bunn I want to express that it has not enhanced the guest experience in any meaningful way.

Given that I pay an average of $158 per night for my stays, removing something as basic as in-room coffee feels like a poor decision that will only drive loyal customers like myself away. If this becomes the standard across all IHG properties, I will be forced to consider other hotel chains, such as Hilton. This decision does not align with the needs of professional travelers, and I hope you will reconsider the direction you are heading. I trust that you, as a key leaders, will raise this issue with your corporate branding team before it affects more loyal customers.

I will not be returning to your Albuquerque location, and I sincerely hope this message prompts a reassessment of this policy.

Thank you for your attention.

Sincerely, Daymond Decker

Cc: Heather Balsley - Global Chief Commercial & Marketing Officer at IHG Hotels & Resorts Tushar Patel - CEO at TNJ Group of Companies Molly Judd, Director of Operations at TNJ Group of Companies Angelica Tena - GM Holiday Inn Express Albuquerque (TNJ...