Holiday Inn Express & Suites Colorado Springs Airport by IHG — Hotel in Colorado Springs

Had stayed here in the past and loved it. Booked months ago to stay again coming in this Friday and was contacted 2 days prior to arrival by someone stating I needed to prepay for my reservation or it would be canceled? Tried explaining to them nowhere on my reservation did it state I had to make a deposit and that I have never had to prepay before with any of their establishments, including this one. They said that with advance saver rate I had to prepay, giving me different IHG codes they use for reservations. I again stated no where during making the reservation or on the reservation confirmation on the IHG app did it state I would be charged prior to arrival. They transferred me to IHG and they tried telling me the same thing, I told them they needed to reword or list that on their website in the reservation process. That it is misleading and I've stayed at this hotel and several others in the area numerous times and never had issues before and I was just trying to understand why, now I'm being charged prior. Before we even completed our conversation the gentleman cancels my reservation! I went back in to try and reserve the room again and it's saying no rooms available!? I made this reservation months ago with the understanding per their online reservation process on their app that no deposit was required and now on top of this confusion they canceled my reservation. Did they overbook the hotel for those days and that's why they were wanting pre-payment for a reservation that states no deposit required? Very frustrating. Use IHG for all my hotel stays and been a member for years. This is not like them at all. Very disappointing. If someone from IHG sees this, I have screenshots of my reservation, the details, no deposit required listed on the reservation, and the screenshot of no rooms available 30 seconds after they canceled my...

We stayed over Christmas here, and were really pleased with this hotel. Observations:||||1. It is recently renovated. While the "outside" had a slightly-aged look, the inside looked like a brand new hotel! Both the lobby area as well as our room seemed brand new. ||||2. The bed was comfortable, bathroom was perfect.||||3. The pool area and hot tub were great! It was good to see this be a priority as I had noted a review that it had been down. In addition, some hotels - including IHG properties - are filling in their hot tubs or not putting them in new hotels, including another location in C-Springs. A couple of the jets weren't fully working and the maintenance guy mentioned the water level was a tad low, but it was great to us.||||4. Staff was GREAT. When we arrived on Christmas Eve for our early check-in, the key card system was not working for anyone and they had to individually check us in. The manager had just arrived and yet solved the key card issue within 90 minutes. All the hotel desk clerks were friendly. In addition when I was using the pool one morning, the employee emptying the towel bin walked over and handed me two fresh towels. Finally, I had a great conversation with the pool/hot tub maintenance guy who seemed to really put an emphasis on ensuring the pool/ht were clean and working.||||Only negative was that on one night, there was a disturbance in the parking lot at midnight with people shouting. Also, the hotel locks the doors at midnight so there seems to be a safety concern. ||||Note: The Hotel is next to a Holiday Inn, which has a damaged sign that really needs to get replaced and doesn't have great reviews. odd to have two HI brands next door to each other. I hope IHG continues to work on these two properties as they are convenient to eastern /...

The stay started off really good with a warm welcome and check in by I believe her name was Cassandra. She was great. I came down from Vail to spend an early Christmas with my son. Since we had dinner out and exchanged gifts I got back to hotel after 10pm so couldn't use jacuzzi which would have been a highlight for my stay, Cassandra said I could use it in the morning. I went down for breakfast and just wanted a quiet breakfast, the breakfast lady was loud and obnoxious! She was bored so kept talking to me really loudly, did I want this or that, I finally said under my breath no if I would have wanted that I would have taken that but I didnt and she didnt stop. She kept talking intrusively. As I left I saw the front desk guy left the desk unattended to get breakfast for himself. The breakfast lady didnt stop talking which was super annoying to say the least. I then went in to go to the jacuzzi and the maintenance man had drained the jacuzzi and said morning was the only time for him to work on it and I could not use it. This was devastating news because this was the only thing I wanted to do during my stay and looked so forward to it, so I was not happy at all that I was unable to finally use the only amenity that I was so looking forward to using. I would not recommend this hotel for the reasons listed above and would NEVER stay here again for the same reasons. I work in hospitality and have never been treated so rudely in my life by breakfast lady and maintenance man. Not impressed at all! Sad about this experience that could have been an...