InTown Suites Extended Stay Colorado Springs CO — Hotel in Colorado Springs

I highly regret choosing this place to stay! I read reviews online beforehand, and am genuinely confused as to how anyone could rate this place higher than 2 stars. I mostly regret paying for a full month up-front ( I was so optimistic...) We only stayed for 10 of the 28 days we paid for, and it was clear after only 3 nights there that we NEEDED to find our permanent residence ASAP. I am very irritated that we will be losing 18 days worth of money since we paid for the whole month up front. That's several hundred dollars going down the drain because staying at this hotel has been so miserable. But it really has been that bad.

Where to even start??

We made reservations for a certain type of room to accommodate our (intended) month-long stay with myself, my husband, and our one-year-old. I specifically checked the different room options and chose one with sufficient space and storage. Well, apparently reservations mean absolutely nothing, because upon arrival I was given a half apology and told that they only had the smallest rooms available. We weren't in a position to find somewhere else to go at that point, so we took the room. The rooms are non-smoking, but honestly I think I would have preferred the smell of cigarette smoke to the stench that assaulted us when we entered the room. After 10 days of burning a candle and trying various methods to make it smell better, I can say that I'd still rather be smelling cigarette smoke. It is bizarrely hot at night in the room - to the point that my husband and I both struggle to sleep at all. I thought it was a fluke the first couple nights, but it kept right on. During the day the room gets cold with the a/c unit turned on, yet for some reason, on the same setting at night, the room is unbelievably warm. Open the door to the hallway, and cold air greets you, but we were hardly going to sleep with our door propped open! The walls are paper-thin. With the stairwell on one side, and a nocturnal family on the other side, even if the room were a comfortable temperature at night, there is NO WAY we could sleep! Sounds of people talking/yelling and kids playing, along with people parading up and down the stair kept us awake Every. Single. Night. for the 10 nights we were stuck here. Things seemed to always calm down around 3am-4am, which coincidentally enough is also when the room started cooling off to a reasonable temperature (maybe we're not the only ones whose room is too hot at night!) The place is so old and run-down and just has a dirty feel to it. The carpet in the hallways are missing chunks in places where they've been worn down. Cabinets are scratched and scuffed. THE SMELL. It just feels... gross. Maybe this is better when the cleaning schedule is normal, but we had the misfortune to stay here when room-cleaning was dropped to bi-weekly. And despite getting our "full service" room cleaning, we never got new sheets for our bed. It's also a good thing I brought my own toilet paper, because they give out one roll bi-weekly.

Overall, if the low cost of this place is the reason you're considering staying here, let me tell you it's not worth it! If you absolutely cannot afford to stay anywhere other than here, I recommend only paying for a week at time, because if you pay for a whole month, you get none of that money back if you end up leaving early! And trust me, you'll be itching to leave from the...

I'm here for a funeral & realized a little bit too late that check-in time ended at 6pm. I called the hotel's customer service line & spoke with an agent. I apologized & said that I would have no problem switching my reservation to tomorrow because I realize that me being late is my fault & nobody else's. The agent told me that the front desk didn't close until 7pm, so that me arriving at 6:45 should not be an issue. I ran towards the front & opened the 1st door.. as I tried to open the 2nd door (which is always locked unless you have a key), the older man on the computer glances up & asked, "Where's your key?", to which I replied, "I don't have one, sir. I was seeing if it would still be possible for me to check in?". He continued working on his computer & having his conversation with another front desk employee, who was standing near him. I continued to stand there for about 5 more minutes, thinking that my simple question would at least get acknowledged with another simple, "yes, it's too late" or "no, come on in". Instead, at 6:54pm, they proceeded to roll down the curtain that closes off the front desk from the lobby. I stood there stunned.. feeling stupid, irrelevant & embarrassed. I booked my room for a week, but now, since they thought I didn't matter enough to even bother themselves with answering my simple question with 4 short words, I'm not even sure if I need to rebook my entire reservation or if I just need to come check-in tomorrow... WHICH I, MYSELF, HAD NO PROBLEM DOING & EVEN OFFERED TO DO FROM THE VERY BEGINNING!! I can't even put into words how disrespectful I feel that interaction (or lack thereof) was.. or how unimportant & irrelevant I felt as they let me just stand there (my intention being to let them finish up what they were doing since I was the one who showed up late & didn't want my tardiness to interrupt their routine in any way).. just for you to essentially shut your door in my face & literally continue on as if I didn't even exist. How can you feel that a guest (who is paying the company that you are employed at $500+) is SO unimportant & SO irrelevant that you don't even need to acknowledge their presence any further.. let alone answer their initial SiMPLE & CONSiDERATE question? & THEN, to add salt to the wound, feel that it is perfectly appropriate to essentially slam your door in their face without ever saying another word to them.. just so you can clock out & leave work 6 minutes early? I fully realize that I am not entitled to have anyone bend the rules for me, it would have cost absolutely NOTHiNG to maybe have used those last 6 minutes to simply just check me in. After driving 9 straight hours to lay my mother to rest today, that simple gesture sure would have gone SO FAR & meant everything to me, considering I just want to take a shower & get in bed. On the flip side, I DO feel somewhat entitled as a paying customer to (at the VERY least) be acknowledged & given basic human respect. I literally asked one simple question.. one that really only required an answer consisting of 1-3 short & simple...

PLEASE PLEASE PLEASE READ THE REVIEWS AND DO NOT STAY AT THIS HOTEL, OR ANY OTHER INTOWN SUITES LOCATION WITHIN THE VICINITY. I booked through the website, and I should not have. The rooms look NOTHING like the images on their website. They advertise offering a gym that doesn't even exist. The rooms were outdated and clearly not cleaned properly before check-in as their was still old food in and under the microwave and on the kitchen counters. They do not provide any of the basic items found in every hotel, not basic toiletries, not even toilet paper. They clearly dont even bother to repair things that are damaged and/or falling apart in the un-renovated rooms. There were burn marks on the ceiling, drawings, and holes in the walls, and the entire hotel smelled horrible. There were several different bugs all over our room, on the walls, in the AC unit, climbing in and out of the plumbing pipes and drains in the bathrooms. We were refused even a partial refund, which is fine because ultimately, I would rather lose out on a couple hundred bucks than risk taking home any sort of bugs that may infest my home. We didn't even stay in the room for more than half an hour before deciding it was too much of a liability and hazard to our own safety and health. The woman at the front desk was very friendly and nice, but the rest of the staff throughout the hotel were rude and had no issue speaking to us in unprofessional and condescending manners. I did not personally have an interaction with the owner, but judging the responses to criticism within the reviews I can tell any sort of conversation would be pointless as they are not only in denial, but an outright liar regarding the conditions of the hotel and unprofessional employees. I even considered trying to transfer our reservation to another intown suites an hour and a half away, but after reading those reviews and seeing images uploaded by guests I discovered it was no better off than this location. I personally watched several drug deals within the parking lot. I will be disputing the charges with my bank and providing images and videos of false advertisements. I will also be filing a complaint and report with the BBB and corporate as well as filing a complaint with the local health department, and I could care less if the owner fights it. I have pictures of what they falsely advertized on their website compared to what we received and picture and video proof of the conditions of the hotel and unprofessional interactions with staff. In this review, I have provided 4 of the "traditional rooms" falsely advertized pictures from the website along with a few of the pictures we took ourselves of what our room actually looked like. I don't understand how this is even legal, let alone how this hotel is still in business with how completely unprofessional...