Holiday Inn Express & Suites by IHG - Denver DIA Hotel — Hotel in Denver

I’m a Platinum Elite member with IHG and I highly encourage you to select another hotel in the area, as there’s plenty of other great hotels in the DEN Airport area, and this hotel completely missed the mark with customer service and lack of services for their guests.

We checked in yesterday and asked if we could get a 2pm Checkout as we were flying out the next day (today), which they provided based on our IHG Platinum Elite status. We then asked if they had a shuttle service to/from the DEN airport as we needed to return our rental car and also would need a shuttle to the airport to catch our flight. To which the desk associate (which we later learned was Erin, one of the managers of the hotel), which she stated Yes, they had shuttle service.

Fast forward to today, we return our rental car to the airport and call to get a shuttle pick-up from the airport to which we are told there’s no shuttle service until 4pm, as the shuttle drivers need a break (it’s 1pm in the afternoon, and if they only offer limited shuttle service then why wouldn’t the desk associate the day before (Erin, the manager) have shared that valuable information. So we ended up having to Uber back to the hotel, at a cost of $19+.

So, upon returning back to the hotel, we politely asked to speak to the manager on duty, as we had been told the day before that there was a shuttle service available and now we’re being told it won’t run again until 4pm, which we have a 5pm flight, so we will once again have to take an Uber to get back to the airport with our luggage and catch our flight. The young woman at the desk said the manager wouldn’t be in until 2pm but asked for my name, phone number and room number and stated the manager would call us when she got back in at 2pm.

So at 2:12pm we still hadn’t heard from the manager, so we gathered our luggage and headed down to Check Out and see what options the hotel might have to get us back to the airport. As we approach the front desk to checkout, we are greeted by Erin the manager who is bent over resting her elbows on the counter and smiles real big as we approach. This is the same person who also checked us in the day before and assured us there was a shuttle and confirmed our 2pm late Check Out. The first words out of Erin’s mouth are, “I’m 100% confident that I did not tell you that you could have a shuttle @ 2pm.” Wow, nice way to approach a hotel guest!

So, although we asked Erin at Check In about a 2pm late check out AND whether you had shuttle service (to which she stated ‘Yes’ to both), because we didn’t specifically ask for a shuttle service at our 2pm late Check Out, Erin was completely confident that she didn’t provide us incorrect information and felt no need to provide an alternate option of shuttling us to the airport to catch our flight. That folks is horrific customer service, and I’ve stayed 100’s of nights in IHG hotels and have never experienced a manager to act in such an arrogant manner and provide such poor customer service.

In closing, I highly encourage travelers and hotel guests in the Denver airport area to choose other hotel options besides this Holiday Inn...

I made a reservation on the hotel website two days prior to arrival. I was given a handicap room right next to the elevators. I am not handicapped. No big deal, I am not a complainer and I just wanted a quiet room to wind down in after a long day of driving so I could be ready to get on a early flight at DIA the next day. I decided to take a hot shower in the handicap shower in my room to relax before going to bed. After I get out of the shower, and towel myself off, I open the door to the bathroom to discover an inch of water on the floor in the hallway after I stepped out and got my clean pair of socks, my last pair, all wet. Apparently the shower drains into the hallway. I asked my friend who was staying with me to get towels at the front desk. She went to get towels and the lady up front was rude and said that those showers are designed to do that. Well it would have been nice to know that when I checked in that if I was to take a shower I would have to clean inches of water up in my room. You would think I would have been given extra towels at check in and warned. Quite frankly cleaning up that much water in my hotel room was not something I would have agreed to. The response from the front desk was unacceptable. To top it off the heater unit in my room made an awful noise, so I couldn't turn it on to dry my soaking wet socks, from when I walked out of the bathroom after my shower. Then the room was so loud being next to the elevator that I may as well had slept in my truck for free that night. All I heard all night was each group of travelers leaving in hoards for DIA banging luggage, talking and laughing. Didn't get much sleep. The room was dirty, the curtains were gross, bathroom had cob webs on the light. My comforter had stains on it. The shower was miserable because the hand held shower head would not stay on the fixture meant to hold it so you had to hold the head the whole time you showered and when you got done, you got to clean up all the water. The carpet in the hallways was very dirty and worn out. I haven't stayed with Holiday Inn for awhile and this visit has left a lasting impression, I probably should have stayed with the hotel chain I normally stay with, however this hotel was closer to DIA. Good thing there is a lot more choices next to DIA now, I would highly recommend staying in any other hotel but this one. I don't know for the life of me how this facility got 4 starts as it should be a 1 or no...

Over the years, we stayed in numerous Holiday Inn Express locations throughout the U.S. My experience dealing with two youngish female receptionists at HIE Denver Airport during check-in was by far the worst of the worst. I checked in around dinner time on July 29, 2023. The receptionist never uttered even a single word welcoming me or thanking me for selecting HIE, nor did she acknowledge my membership status. (She only requested my ID, credit card, etc.) Very unpleasant to say the least. Upon arriving at my designated room, I discovered that it was right in front of noisy elevators. I went back to the reception to ask for a different room. Another young female receptionist treated me like nuisance, as if I were requesting something unreasonable. Her attitude was less than courteous, is an understatement. She was almost accusatory, as if I had already used the room for hours. After I unpacked in another room given to me by the second receptionist, I went back to the reception and made a reservation for a shuttle with the first female receptionist. I thanked her politely, hoping to hear “you are welcome” or something along the line --- because it was their last chance before I decided to write an honest but scathing review of their horrible attitude. She blew her last chance: her response was just a cold stare at me without uttering even a single word. It appeared that she thought she was doing me a big favor. All together, I dealt with these two young female receptionists three times over the span of 15 minutes, and their extremely poor attitude convinced me that they are poorly trained by managers, and/or quite possibly they might be racists. I am not white, I am not black, and I am not Hispanic, either. Needless to say, I will never return to Denver Airport HIE. We deserve better, and I do not recommend this HIE to anybody. I wish to emphasize that my experience at Denver Airport HIE was an exception. We never encountered anything like this in any other HIE, which is why I am so...