Holiday Inn Express & Suites Denver South - Castle Rock by IHG — Hotel in Castle Rock

i’m staying at the Holiday inn in Aurora and came to court in castlerock not knowing that I was going to end up stuck here all day and then all night waiting for a bondsman for a friend. So, I asked the staff at this Holiday Inn express that night if it was okay if we stayed in the car and took a nap that night, I mean I have my parking pass in my window, I showed her my room key and i’m a rewards member as well, she said no, it was 2 in the morning.

I mean why not at least look my name up or something and see for yourself… not a chance. sure I could pay for another room , but I guess I assumed since they were a pretty big and not cheap chain that it wouldn’t be a problem, not like I was asking for a free room.

i literally just wanted to rest in my vehicle as I waited for them to call me which could be at any time.

So, i ask her if they have any rooms available, she straight shot me down saying no, the parking lot clearly wasn’t full… i am not sure what this ladies problem was with me but not only would she not rent me a room she literally called the cops on me… and i was extremely cordial with her, i will ask the manager to review the video tomorrow when i get back up there… i will also find out if they truly didn’t have any rooms available. when the cops pulled up behind my vehicle i was literally sitting in my car, writing this review. they asked me what i was doing and i told them i was trying to get a room. They told me that she called them on me. i was so mad at this point that i was just literally done… you know, i still didn’t yell at her i just said screw this, i am done in this town, this place is awful… what did i do wrong? i wish i had recorded the entire event on my phone. i do have a dash am though and i think that will tell the truth about the entire situation… why couldn’t she call the hotel down in aurora instead of the police? why is it that she was like this with me? pretty sad really. i am not quite sure how to truly feel about the whole thing, i feel hurt really, and pretty shamed, it was not okay, it was not okay AT ALL, i am seriously considering calling my attorney in the morning. so they better not delete any of the video footage of me talking to her, because i was not irate or mean to her at all.

i had the money to pay for the room, i am going to stop by when i drive back up there in the morning and i am going to ask to talk to a manager… that was not okay at all. I am truly disgusted and hurt by how people judge others so badly without ever thinking about the repercussions that there might be. i literally just got out of rehab and i have been clean, and i want to stay clean, but it’s people like her that i guess i need to watch out for so that i don’t get triggered to use… thank god i am as strong as i am and i am so happy to be sober, and i haven’t felt this good in years… take someone like her though and treat someone the way she did me, i just thank God almighty for giving me the strength to stay sober.

. I wouldn’t recommend this hotel to anyone. matter fact I think I might be done with them myself and that’s one of the only hotel chains I like to stay in, because normally the staff in them are super nice, super helpful and super kind.

Thank you hotel clerk lady for making sure I drive way back down while I am just bushed,

i stopped and talked to the hotel staff at my holiday inn express when i finally got back down and told him what happened up there and he couldn’t believe it. he said i was a great hotel guest and that he knows exactly who i am because of my grandkids. so i asked him printup the receipt for me showing that i was literally staying there. i will stop in and talk to management in the morning down here and ask that they contact the one in Castlerock letting them know how good of. hotel guest I have been.

This was all so uncalled for, so unprofessional and extreme profiling. i am not sure why she was so...

Update: The corporate office has expressed that Courtney‘s behavior is completely unacceptable and this was before she decided to publicly respond to this review. There is an endless amount of inaccurate retelling of the situations and blaming the guest for her hotels deficiencies. Courtney has responded with unprofessional emails avoiding responsibility and seems extremely unhinged. The IHG corporate office said she has sent 21 responses to this one complaint in less than 24 hours which also demonstrates how terribly she is handling this situation. She is acting like an adolescent that got caught doing something they’ll get in trouble for and try’s to gaslight their way out of accountability. She is dishonest and seems to be confused, continuously siting her personal justifications for her hotels deficiencies instead of providing anything close to efficient customer service.

I’m incredibly disappointed in our experience at this Holiday Inn Express and feel compelled to share what happened so that future guests are fully informed. While traveling with my family, we encountered multiple issues that reflected a clear lack of cleanliness, professionalism, and customer service.

To begin with, we discovered what appeared to be a blood stain on the pull-out sofa mattress, along with what looked like mouse droppings in the bedding and around the pull-out couch. When we reported this, the general manager responded via email stating it was “most likely just crumbs”—as if that would somehow be acceptable in a hospitality setting. No guest should ever be expected to sleep in such conditions, and it’s unacceptable that these serious concerns were dismissed so casually.

We also had no access to clean towels for the majority of our stay, which is absolutely unacceptable. We were told laundry wouldn’t be done until the following morning due to being “sold out” over the weekend and short-staffed. Unfortunately, even the next morning, there were still no towels available, and I had to track down a set myself from a housekeeping cart in the hallway—something no guest should ever be forced to do.

To make matters worse, a hotel front desk employee called our room after 9:30 p.m., waking our children in an unrequested attempt to deliver towels. While we understand the desire to be helpful, this late-night call was disruptive and unnecessary. When I addressed this in an email, General Manager Courtney Perez framed the call as the employee “going above and beyond,” despite him not being trained in laundry and needing someone to walk him through the process by phone. This justification entirely misses the point: it was a lapse in judgment that prioritized internal problem-solving over basic guest courtesy and comfort.

A small $50 refund was issued—not nearly enough to account for the discomfort, inconvenience, and dismissive treatment we experienced. I also made a direct and reasonable request to escalate the matter and speak with someone in corporate or regional leadership. That request was ignored.

All of this is documented in a string of emails with the general manager, Courtney Perez, who has since stopped responding to further outreach. Despite our clear request for assistance in filing a formal complaint, no support has been offered.

This experience was a far cry from what I’ve come to expect from the IHG brand. I strongly urge Holiday Inn Express Castle Rock to re-evaluate its approach to guest service and operations. Based on how this was handled, I won’t be returning—and I encourage others to consider different accommodations.

Courtny, responding to this review is completely inappropriate as I filed an official complaint and have requested her direct supervisor’s information which she has...

I’ve stayed at Holiday Inn Castle Rock for business over the last four trips, and I’ve encountered significant issues with their check-in policies. Not all employees seem to follow the same procedures; some insist on seeing my ID while others insist on needing to handle the identification themselves rather than looking at it from insisting they can see the date that is clearly marked. Despite my requests, no one can provide a clear explanation of these policies, and it’s frustrating to find that there’s rarely a manager on duty to address concerns.

During my last visit, when I finally asked to speak with someone about the inconsistencies, they called the police and claimed I was not welcome to stay. This response was shocking and unprofessional. My experiences have left me feeling unwelcome and confused, and I cannot recommend this location for business travelers.

In response the reply.... My ID was out of my wallet and in my hand, clearly visible to the clerk. Despite this, she chose not to acknowledge it and was uncooperative. My so-called "threat," which led to her calling Carol (the manager) and then the police, was simply me stating that she was being unreasonable.

There was an elderly couple checking in behind me who witnessed the entire situation, and they did not seem threatened by my behavior in any way. I have no criminal record, am fully employed by a school district, and was there for business and medical purposes.

I didn’t want her handling more of my property than necessary due to personal medical reasons, which I felt I didn’t need to disclose. However, because she refused to explain the policy, was rude, and wouldn’t allow me to speak with a manager without causing a scene, this situation has escalated. I will now be contacting higher-ups in the IHG...