Holiday Inn Denver East by IHG — Hotel in Denver

**update- Kendra, the morning front desk employee that was there the morning after we checked in has done her best to go above and beyond to make what happened right. She changed our room, comped a breakfast at the restaurant for us and said she would speak to her manager to see if there was anything else that could be done. Because of that I will adjust my rating a bit because THAT is the kind of customer service that we should have gotten from the start.

Reservation said “Price includes Room rate, Extra person charges, additional charges, Total tax and Total hotel charges”, we get to the hotel and go to pay and the total was $200 MORE than what the reservation was for. We get told it’s a $50/night deposit and a $17 parking fee (which the desk clerk who didn’t even give us his name never mentioned if it was a flat fee or nightly- I’m assuming nightly) even though we opted to park in the lot so we could see our car. Got a bit rude when I said something about the total being higher than the reservation budgeted for. His response was “the deposit and parking fee are on the bottom part of the reservation” (the condescending tone he got is what got me) which the parking fee is, but not the deposit. Did not give us any information about the hotel amenities or even where our room was like he did with the 2 guests he checked in before us, I’m assuming because I got upset- it’s still not ok that he didn’t. Yea I’m going to be upset when I budget for a particular amount and show up after a 10 hr drive and it’s $200 more! We got to our room and the fridge does not work, the shower gets luke warm at best, the bed is so worn that the mattress is literally shifted to the left on the top and when you lay on it you sink to the box spring because the springs are so worn out. My boyfriend does not even want to say anything about it because of how dismissive and rude the desk clerk was during our check in he feels like nothing will even get done about it. This is not ok. Over $600 for three nights and they are going to be a miserable 3 nights because the bed is so uncomfortable. We came for vacation and to sink into a comfy bed and rest and relax and that will not happen with the state of this room and the fact that my boyfriend does not even want to try to talk to the clerk about the issues because of how dismissive and unfriendly he was at check in. Yea it’s great to get compliments and be friendly when the guest is happy but coming from a PROPERTY MANAGER of multi family housing, it’s better to be friendly when a guest is unhappy.

The amenities- The pool is outdoors- so swimming is a no right now since it is 50 degrees and as he is checking guests in (except for us), he tells them where the POOL and hot tub are as if the pool can be used right now. The hot tub isn’t bubbling or anything. It’s just a stagnant tub of water. Very disappointed seeing as I normally only ever stay at IHG hotels. We have been here for less than an hour and honestly if we had not just drove 10 hours, we would be going home.

**edit to add- the bathroom sink water has no COLD water. There is a total of 3 working ice machines, the one on our floor not being one of them so I had to go up 2 floors just to...

I recently stayed at the Holiday Inn Denver East for the 2024 ISTE Conference. Unfortunately, my experience was far from satisfactory, despite the commendable efforts of Prince Ali from the front desk, who went above and beyond to address the numerous issues my wife and I encountered.

From the moment we arrived, our stay was plagued with problems. Upon check-in, we discovered that our reservation information was incorrect. Despite having paid for the room in advance, the system showed no record of this payment. This error not only delayed our check-in process but also caused significant frustration among several other guests experiencing the same issue. The chaotic scene in the lobby set the tone for our stay.

The first room assigned to us had a door that was incredibly difficult to open. We had to exert significant force to enter and exit the room, which posed a serious safety risk in case of an emergency. Although maintenance attempted to fix the door, the lock was left non-functional, rendering the room insecure. We were informed that a proper repair could not be completed on a Sunday due to the unavailability of a replacement lock, forcing us to switch rooms.

The second room also had its own set of safety concerns. The sliding door to the balcony lacked both a handle and a lock, compromising our security. Despite assurances from the front desk that maintenance would resolve the issue, we found the entrance door propped open upon our return, and the balcony door was inadequately repaired with a makeshift handle and no lock.

Additionally, the hotel’s main lobby was uncomfortably warm, suggesting a malfunctioning air conditioning system. This, combined with the fact that housekeeping neglected our room for two consecutive days, further exacerbated our discomfort.

Prince Ali’s gesture of offering us complimentary breakfast was appreciated. However, the experience was marred by repeated interrogations from a staff member at the breakfast buffet, questioning whether we had paid for access despite our pre-arranged table and the complimentary nature of our meals.

To add to the list of grievances, on the day of our checkout, I called for the hotel shuttle service after returning a rental vehicle. Despite being assured of its prompt arrival, I waited over 30 minutes in 90-degree heat, only to discover both shuttles parked outside the lobby upon my return.

This experience reminded me why I had avoided IHG hotels in the past. The lack of coordination, inadequate maintenance, and overall poor service left us extremely disappointed. I sincerely hope the management addresses these issues to prevent future guests from enduring such a frustrating experience.

In conclusion, while Prince Ali’s dedication and helpfulness were notable, they were not enough to offset the numerous shortcomings we encountered during our stay. I cannot recommend the Holiday Inn Denver East and would advise future conference attendees to consider alternative...

We stayed at this hotel this past weekend with my husband’s family. To say it was atrocious would be a gross understatement. We are IHG loyalists, to the point that my husband is a Diamond member, and I have never been so embarrassed by an IHG property.

First of all, they were supposedly “paving” the parking lot, so they required all guests to park in a garage that was difficult to access and a good 1/4 mile walk from the lobby. This would have been more understandable if: 1. They were ACTUALLY paving the parking lot, and 2. They had given clear instructions on how to access the garage. We asked them upon check-in how to access it, and they just pointed to a QR code on the desk and gave no further information. We figured maybe we could just pay for the parking using that code, and it would give us another code to scan to access the garage. Nope. We had to go back in and ask, and they told us (rather rudely, I might add) that we should have noticed the code written in the envelope with our room keys.

On top of this already-frustrating first impression, there was no air conditioning in the lobby. They had a couple of “coolers” that they tried to pass off as acceptable alternatives. It was upwards of 85 degrees outside, so naturally the lobby became quite warm by the afternoon each day. This, along with a consistent sewage smell, made any time spent in the lobby or bar/restaurant extremely unpleasant.

The ice machines did not work on the majority of floors (we had several rooms across the whole family, and only one party had access to ice on their floor). The front desk did not care, and simply said “sorry,” without offering any solution. Additionally, the vending machines were all sold out the entire stay.

The water in the showers was lukewarm at BEST. The cold water in the faucets did not work at all. This was the case in all of our rooms.

To top it off, we all went to the bar for a nightcap on our final night. I have never experienced such poor service from a bartender in my life. She was inattentive, rude, and had no idea how to make basic cocktails. Someone ordered a lemon drop martini, and they received what appeared to be a vodka soda (this is after she had to google the recipe). It took over 25 minutes to get her attention for a simple glass of wine.

Last but not least, there were multiple foundation cracks in the ceilings and walls, noticeable water damage, disgusting carpets, and the key card readers in the elevators and exterior doors only worked when they felt like it.

Needless to say, we will never return, and I will CERTAINLY not be booking any of my travel clients at this property. What an absolute disgrace to...