Holiday Inn Express & Suites Firestone - Longmont by IHG — Hotel in Firestone

Update:

The new general manager called me tonight to apologize for the issues we experienced at this hotel. She was appalled by how we were treated and our experience. She is doing her best to fix the problems we had and did everything she could to rectify our situation. She is walking into some issues a contractor left her and issues trying to get and keep staff. I appreciate the phone call and the discussion so they can fix the issues they had providing customer service. Because of their willingness to listen and try to correct these problems, we may give this location another try.

Original review:

So disappointed in our stay. This is a brand new hotel. Only open 2 weeks. The staff was incredibly rude and unhelpful. My 11 year old daughter was getting her breakfast and they were closing, 5 minutes early mins you, so they just shut her in the breakfast area. The breakfast items were always low or out and the area was dirty. There is construction debris everywhere. Raw mortar along the walls of the swimming pool. Bathroom not finished in our room. I’m surprised that Holiday Inn Express would open a hotel in this state of array and with so poor construction. We did not have shampoo, conditioner or shower gel. There were empty bottles in the dispenser. We asked housekeeping for a room refresh and those supplies. We came back to clean towels. Beds not made, no shampoo, conditioner, or shower gel. I went to front desk. They handed me a bottle of shampoo. I guess that was all they had? Our tv had lines through it. It looks like it was dropped. I told staff everyday our tv didn’t work. No promise to fix the TV or solutions to the problem. The last day they offered to move us rooms. The very last night of our 5 night stay. Parking. There were trucks pulling trailers and semis parked in all of the spots. Parking was only not an issue the last night. We asked the staff where we should park and she didn’t know what to tell us. No options were given where to park. Bugs. Ant piles in the swimming pool area. Never any towels by the pool. Never any cups in the exercise rooms. It was a joke.

We are loyal Holiday Inn customers and the state of this hotel, they way we were treated, the lack of customer service, disappointing amenities, and not having all the things guaranteed in a room…like a TV. Traveling with small kids is hard enough, not having a TV, having hard raw mortar on sensitive feet, having rude staff while kids are trying to eat…all helped us have memorable vacation, too bad not pleasant memories. Never once were we apologized to or asked how they could make the...

So disappointed in our stay. This is a brand new hotel. Only open 2 weeks. The staff was incredibly rude and unhelpful. My 11 year old daughter was getting her breakfast and they were closing, 5 minutes early mins you, so they just shut her in the breakfast area. The breakfast items were always low or out and the area was dirty. There is construction debris everywhere. Raw mortar along the walls of the swimming pool. Bathroom not finished in our room. I’m surprised that Holiday Inn Express would open a hotel in this state of array and with so poor construction. We did not have shampoo, conditioner or shower gel. There were empty bottles in the dispenser. We asked housekeeping for a room refresh and those supplies. We came back to clean towels. Beds not made, no shampoo, conditioner, or shower gel. I went to front desk. They handed me a bottle of shampoo. I guess that was all they had? Our tv had lines through it. It looks like it was dropped. I told staff everyday our tv didn’t work. No promise to fix the TV or solutions to the problem. The last day they offered to move us rooms. The very last night of our 5 night stay. Parking. There were trucks pulling trailers and semis parked in all of the spots. Parking was only not an issue the last night. We asked the staff where we should park and she didn’t know what to tell us. No options were given where to park. Bugs. Ant piles in the swimming pool area. Never any towels by the pool. Never any cups in the exercise rooms. It was a joke.

We are loyal Holiday Inn customers and the state of this hotel, they way we were treated, the lack of customer service, disappointing amenities, and not having all the things guaranteed in a room…like a TV. Traveling with small kids is hard enough, not having a TV, having hard raw mortar on sensitive feet, having rude staff while kids are trying to eat…all helped us have memorable vacation, too bad not pleasant memories. Never once were we apologized to or asked how they could make the situation better with manager. One employee on the weekend said she would credit part of our stay. Well, that also didn’t happen. I guess I shouldn’t have expected that promise either. We won’t stay at this...

We stopped at this hotel on our way to Estes Park, after a long day of travel. From the moment we walked in, we were met with the freshest, cleanest smell. The bright, modern look to the hotel was peaceful and instantly made us feel like home. Our room was very near the lobby on the first floor, and I was expecting a lot of noise. However, we didn't hear a peep from that area our entire stay. The room felt spacious ... probably due to the extremely high ceiling! We heard a bit of noise from above (sounded like kids jumping), but as we had kids with us ourselves, it wasn't too bothersome. We immediately hit the swimming pool to burn off energy, and had the place to ourselves for an hour. The pool deck got extremely slick, so beware. It was convenient to have so many quick-serve restaurants right near the hotel. We all slept GREAT! The bathroom was SUPER clean and provided a lot of space for our family of 4 to get ready at once. I liked the little shelf with the ice bucket as you walked in ... it was the perfect place to set room keys so they didn't get lost. There were lots of places to stash suitcases, and lots of plugs to recharge devices. The fitness center was spacious, and had just the equipment I needed. The area near the hotel felt safe for a quick walk, where I witnessed a couple of hot air balloons in the morning sky. The breakfast was bountiful -- we loved the cinnamon rolls, bacon and oatmeal, while the girls loved the option of chocolate milk. We will definitely stay at this hotel again if we are...