Holiday Inn & Suites Durango Downtown by IHG — Hotel in Durango

I’m not leaving a 5 because my only complaint is the charge for a not so good breakfast!! If you are charging for the breakfast put a sign by the door stating the charge of $10!! I was told only some guest were given vouchers. They said you have to ask for it when checking in. The front desk was super nice. When we checked in they could only find one room for us, even though they charged us for 2! My husband had 2 rooms, but they later found the other room because when he booked the room they asked who was staying in the other. But the lady was very nice and kept searching. Thank you for that! The room was fine. It was odd having to walk into a hot room, to put my key in a slot in order to make lights work. We had to leave for awhile in order to cool the room down. We just left our card in the slot while we weren’t in the room. After going out shopping we want to come back to a comfortable room. The beds are comfortable. I love that you offer shampoo, conditioner and shower gel. I love to have the liquid hand soap and lotion by the sink! That’s awesome!! The room design is good. I love that they offer a small coffee bar with space under to put luggage. If we check in with 4 guests in our room it would make sense to have 4 towels in the room. We had to run to the desk to get additional towels. We did eat at the burger place at night. It was very good food. We had burgers and fries and my husband ordered wings. For 4 of us it cost $90. We all had water and my husband had 2 drinks. The atmosphere was good. *BUT… Our biggest complaint is the breakfast!! This room cost WAY WAY more than most other facilities. You would think that breakfast would be included!! Most Holiday Inns offer a free breakfast. There were no signs saying it cost. There were guests asking each other if there was a charge because the man picking up plates was just taking cash and putting it in his pocket. He said he had to charge extra for credit cards. Some guests just said they were leaving (they ate and left without paying, because there wasn’t anything saying otherwise). Most Holiday Inn offer the free continental breakfast. The breakfast itself was not good. Items in the trays were empty. No silverware… we had to go looking for plastic. So bottom line… when we pay $324 a night for a room, you would think a simple continental breakfast was included. I was told only some guests get a...

Pros: Unfortunately, I only have one pro...

Our rooms were updated and very clean, I don't usually love hotels, and I was very comfortable with the cleanliness here.

Cons:

Staff wasn't exceptionally friendly, except for the older woman at the front, that helped my daughter decorate my room for my birthday.

We were on the third floor, which was okay, but the elevators were broke, on and off the whole time, we told the front desk, they said they knew - but didn't seem to care about at all. We asked them to put a note on the right one because it wasn't running at all and there was a line several times to get upstairs... they shrugged us off on different occasions and didn't do anything about it. It was very frustrating because my husband wasn't able to take the stairs three flights.

They gave decaf k-cup coffee in room for the Keurig. When we asked for a regular coffee, they said they didn't have any. Not a huge deal, but a cup of coffee is something I look forward to in the morning.

$10 for breakfast buffet was a complete rip off.

The first day we went to breakfast and almost every single table was covered with dirty dishes that hadn't been cleaned off by staff. When we got to the buffet, there were no plates, probably because they were all dirty on tables.

The food was below average. It should definitely not considered a "hot breakfast" - They were just a couple items to choose from. There was no coffee in the large coffee pot and I had asked several times and it had never been filled. I had to go to the front lobby to get coffee.

The young girl working in there was very sweet and seems stressed, But again definitely not a $10 per person breakfast (we had 4 ppll) and we didn't go back the second day for sure.

Parking is a nightmare and we had to park pretty far and walk. More than half the people in a lot parked in the middle of two spots, which led to hardly any parking. It was also people illegally parked in the handicap spots, so we couldn't park there.

On top of that, I didn't know that you have to pay a $10 a night parking fee. I'm not quite sure why.

Overall, the cleanliness of our room did not outweigh the cons. We were highly disappointed, and we would absolutely not stay...

Though their prices are less than other hotels in the area it’s not worth it to stay here. I travel for a living and stay in many Holiday Inn’s, Inn’s and Suites, Marriotts, etc. This was by far the worst. First, though you see the sign and what appears to be a light for the entrance shortly after the sign, it isn’t, you need to turn into a very narrow entry drive beyond the hotel. The parking spaces are small and difficult as there are no corners only curves. Next, no real lobby, it has been turned into a work space with tables with outlets, no one was ever there. No real comfortable place to sit, the few chairs are extremely uncomfortable The hotel architect must have been drunk when planning this layout. The stairways are larger than the rooms and they exit into dark parking space on the side of the bldg. The room, stated as deluxe with a fireplace, which served as the heater for the room since you could not change the thermostat and it was set on cool when the nights went down to the 40’s. The laminate flooring meant that every step in the room above you resonated for as long as they were up walking. Which in our case was early in the morning and very late at night, making it impossible to sleep. The mattress seems to be well slept on though the pillows were good. The couch/settee is the most uncomfortable I have ever sat on, hard as a rock. The coffee maker did not work and water came gushing out when turned on. Housekeeping would knock three times in a row before you could even call out. When I said yes I wanted the room made up she simply pulled up the queen comforter on a king bed (yes, the comforter barely came over the sides when we weren’t in it. When we were in it it didn’t reach the sides!) folded the top over and took out the used towels. When I asked if she would be wiping anything down/vacuuming she said ‘Columbia’ shrugged and said ‘Thank you’ and left. The front desk on check in has an attendant who believes everyone is deaf and speaks at the top of her voice. All in all this was not what we expected or experienced at any other IHG property. Pay the extra and stay across the street at the Fairfield or anywhere else, here is...