Holiday Inn Express & Suites Colorado Springs-First & Main by IHG — Hotel in Colorado Springs

I have been staying at the location atleast once a month for the past 6 months as I work out of town and come home to visit my daughter. Prior to this stay I stayed here for a week the week of Christmas 2024. I checked in this location on 1/3/2024 at approximately 4:00pm. As a regular guest I was greeted and helped checked in by Ryan. My prior stay the week before I notice I was charged a 221.00 pet fee on my CC for a pet when I travel alone. My wife did come and visit me briefly and brought the family pet to see me. She and the pet left approximately 10 min later. As I remember Ryan was working that night. The charged was eventually waived by Brittany who was very helpful by the way. As I checked in I confronted Ryan (very professionally) as to why I was charged for having a pet when I didn’t? He immediately went into defense mode and threw a temper tantrum as if he was upset that I confronted him about a mistake he made. I was immediately told I was being aggressive towards him and he refused to further talk or help me. He proceeded to throw my guest card and complimentary cookies at me very rudely and left to lock him self in the office without further talking to me. He stated he was directed not to speak to me from his manager. I asked to speak with the manager or someone of higher up to no help or prevail. So me as a confused, disrespected guest called the cops because of how badly I was treated and Ryan proceeding to play the victim. Upon the cops and manager arriving we both told our sides of the story. After looking at the hotel tapes the cops agreed I was not the aggressor and told me it was a civil matter and they could not do anything further. Cops left and I was waiting to speak with the hotel higher ups. About 30 min later they finally came out the office to speak with me. Two young ladies who never introduced themselves came over and was very standoffish with me from the beginning as it seemed they were taking their employers side from the start. Upon me asking them their names and titles they stated it was Melissa Smith(assistant GM) and Lucy Yearicks(GM). Before hearing my side of the story they revealed they were gonna kick me out the hotel and I would have to find some where else to stay. Mind you I have my 4year old daughter with me who’s crying and afraid of everything that she just had to witness. They told me Ryan has had a bad experience with a guest in the past and that was the reason he was all uptight which doesn’t make it right. I told them if that’s the case he should not be working the front desk dealing with guest if he is emotionally unstable. Anyways after telling them my side of the story they both apologized to me and stated it was all just a misunderstanding and miscommunication and I was welcomed to stay. Really??? I ended up staying only because I booked through a 3rd party for 6 nights and it would not be easy getting my money back. Also I had been traveling all day and had my 4year old daughter with me. We both were very saddened and tired as to everything that just took place so we ended up staying unfortunately. This will be my last time staying at this hotel. I have never felt more embarrassed and discriminated against in my life. For someone that has stayed at this hotel for the past 6 months and never had issue to be treated like this is just unfair. They let me stay in their hotel but honestly they never seemed genuine or apologetic about the whole situation. Just a dull apology! They never tried to compensate me in any kind of way for being treated the way I was just treated. I doubt the employee (Ryan) is even held accountable for his actions and poor customer service skills. I will be reaching out to cooperate and higher ups and I hope everyone involved in this situation is held accountable. As a loyal IHG rewards member I filed a complaint with the Co Springs police department case...

This place was extremely nice to stay in and the price was extremely affordable. They offered a free breakfast with a very limited amount of options. Example: egg white omelet or veggie omelet with cheese, turkey sausage, bacon(turkey or reg), biscuits and gravy, and maybe pancakes(never say how to make them or the batter for it). The hot breakfast was usually the same options every morning with a slight change on one item. Then you had the cold items. Food was okay for it being at no charge. I did have some issue with the chef kind of being off putting meaning he never engaged and made it somewhat uncomfortable when he was around. Breakfast was supposed to start at 6:30-10:00 AM but it seemed to be a little late in the morning and closed before 10:00. Room was nice size with a king size bed and a large screen TV with cable. In room electric thermostat also Ethernet plugin for your laptop. Really nice shower with high shower head and long running hot water, the bathtub I would not recommend at least the room I was in 107. The bath tub would not fill up because the plug that was a metal installed plug for some reason could not hold a seal therefore causing the water to drain before filling up. The shower did come with large installed shampoo, conditioner, and body soap from Dove also the sink had the same except it had lotion instead of conditioner. Nice size Minnie fridge, Kruger coffee maker, and microwave. Not much of a view. The indoor pool was not what I had expected but still nice to swim laps and it was heated(not real warm but okay warm). The staff now that was another story I was there 6 days and out of all the staff from front desk to chefs and some housekeeping there were only two women at checking in that were even approachable. The rest seemed as if I was either in the way or not worth even cracking a smile let alone making you feel welcome. I was quoted a price but then each night there after it was a different price and I was unaware of all the extra fees for instance I think it was called enhancement fees and room fees, I was confused because if you are going to tell me the room is going to be a certain amount then why was a charged a completely different final amount. I thought for 6 nights and an extended stay discount that was mentioned I was looking at around $650. Not over $850. for the final total. This place is okay if you are like me and needed somewhere quick and cheap for work. But make certain to get in writing the exact cost of the total charges per night and if a discount is offered make sure to get the name of the employer offering it and the amount. This being off season there was literally nobody there so to be made to feel uncomfortable by certain staff and not applying the discounts or the difference in room cost especially when I asked about military discounts. But if you get all of that worked out it’s not a bad place to stay location was great it had a lot around it to go...

We had a room for July 4, leaving July 5. Check in starts at 3. We arrived at approximately 2:40 and was told our room wasn’t ready. We were told the people who were in our room didn’t leave until a little after 1 pm that day and they couldn’t give me a time when it would be ready. The desk attendant was named Ryan, and he was more than happy to tell me no we couldn’t have our room and he was just generally unhelpful and snide. So my son and I sat in the lobby waiting. At a little after 3 I went up again asking if it was ready. We were on a time schedule and had tickets for activities. We had done the manitou incline earlier and all needed showers, and time was ticking. Again told nope, room not ready. Another worker, Brittney then joined in the conversation reiterating it’s not ready, can’t give a time when it will be. I then told them I’m paying $218.28 for a room that is to be available to me from 3 pm to noon the following day, per their stated, written policy. I told them I’m paying $10.38 an hour for my room and it’s now well past 3 pm. Brittney then tells me they are trying to get the room clean and I’m being disrespectful and not helping. Then Ryan chimes saying I was there at 2:15 for my room, which I wasn’t. I then said it didn’t matter what time I was there…2:15, 2:40, 3:00…doesn’t matter because it’s not ready. I told them it’s not my problem if a guest checks out late, and while that’s unfortunate, again it’s not my problem. I’m a paying customer and have time commitments and expect them to honor their policies or give me a discount. Ryan then left and Brittney said she doesn’t have to let me stay there and then threatened to cancel my reservation. Finally around 3:25 (?) or so she tells me it’s ready or I can cancel for a refund. My husband and I opted to cancel. I’d have slept in the car before I stayed there with the absolute rudeness and incompetence Ryan and Brittney displayed and gave me. My 21 year old son was with me and heard it all, and agreed this place is a joke. So we got in our car and booked a room at Extended Stay America Premier Suites Colorado Springs South and it was less expensive. Their desk attendant was attentive, friendly and our room was ready UPON ARRIVAL. If you stay here, don’t expect to have your room ready on time, nor should you expect them to care. Also, if you need a sofa sleeper double check that too as while waiting another family checked in expecting a sofa sleeper and Ryan happily told them no, they don’t have one in their room. The guy said he even called and was told they would have one, but Ryan again, snidely told them nope. The guy then said they’d have to use one of their...