Holiday Inn Express Glenwood Springs (Aspen Area) by IHG — Hotel in Glenwood Springs

I stayed in this hotel in April mid April when I was traveling for work. My husband and I share an IHG account, just like we share credit cards. I have never been denied a stay when I show my drivers license and the credit card that the stay was booked with. Well, at first it wasn’t a problem. A young man, working there for his first day, checked me in. There was a customer before me who had booked the stay with Expedia, and this young man had trouble checking him in due to some computer glitch. He took a moment to check me in and then continued with him. I went to my room, and immediately realized that someone had been smoking there as I opened the door. I went back downstairs and asked for another room. The same customer with the Expedia reservation was still there, and the young man was on phone with the manager trying to solve the computer issue. He tried to give me another room, but the computer would not co-operate. Finally he asked the manager to come back. He had gone out to get something to eat, and obviously was not happy about being rushed to get back. Another 20 minutes later he showed up, and the young man politely explained the situation. He immediately got upset when he heard my issue, and said that it was not possible as the hotel was 100% smoke-free. He told the young man that in the situation like this he was to go and check the room to find out if it truly smelled like cigarettes. He showed him how to make himself a key card, that supposedly was to allow him to enter any room. A while after, the young man comes back saying the key card did not work. I offered the key card I was given, and asked could he not use mine. The manager was now getting very irritated and all of the sudden announced that I would not be able stay at the hotel, because the reservation was under my husband’s name. He stated that he had a power to decide who stays at his hotel. His reasoning was that I could be anybody trying to use his reservation. And no, it was not enough that I had the same last name, same address, and the credit card that was used for booking the room. He was yelling by now, stating that my husband should have informed the hotel that I was going to be staying there without him. I pointed that the IHG App does not have any possible way to add any notes on the reservation. He then yelled that he should have called. I asked if I really had to wake him up, as he was probably already asleep, as it was 11 pm in Oklahoma. He said that I could not call my husband and put him on phone with the manager, he had to call the hotel directly. When I asked for the phone number he would not provide it. By that time the manager had already produced another room key for me, and stated that he would do “one-time exception” for me. By that time I was starting to get annoyed by his behavior toward me, and I said I did not want his one-time exception, and my husband was going to call the hotel. He still would not give me the phone number. By that time my husband had pulled up the reservation and found the phone number. The manager answered the phone and immediately started telling him that I was being difficult and throwing things at him and his employees. The customer with Expedia reservation and two other patrons had been witnessing all this and had not seen me throwing anything. The manager, Leonard was his name, told my husband he was going to ban us from ever staying in that hotel. Well, I don’t think I would want to stay there again. That is a pity, as I will be doing business in that area quite often, and generally like Holiday Inn Express Hotels. I ended up staying there for that night as it was already 10 pm (midnight my time as I am from Oklahoma) and did not feel like trying to find another place to stay. BTW, the Keurig coffee maker in my room...

On Monday 07/22/24 we reserved a handicap room with a walk-in shower. Upon arriving at the hotel, the front door stated that the room was ready. When entering the room, the room had not been cleaned. Notifying the front desk of the issue, they attempted to change us to another supposedly handicap room. Inspecting the room, it wasn’t handicap. Being an IHG member, I Called corporate and explained this issue. I shared the issue and requested that I be complimented for the night. They shared that my room would be complimented and they contacted the hotel immediately. After the front desk received the call from a corporation, they shared that it would take about an hour to have the room ready. Furthermore, the manager stated that he would not compliment my room even after corporate stated they would. During my call with corporate, I shared that when the hotel attempted to give us another room that supposedly was not handicapped, they violated the ADA Act. A week later, I noticed that the hotel did charge my credit card. Contacted the corporate office, and they reversed their decision on not charging my credit card. Instead, they issue reward points. During my conversation with corporate, I shared that the hotel had violated the ADA Act. The Customer Service person attempted to debate the ADA Act violation. I asked if this conversion was being recorded which they acknowledged. I had them agree that in fact, the hotel manager did violate the ADA Act when he attempted to place us in a supposedly handicap room. I have closed my IHG membership and will never stay in the IHG group hotels. If you are a handicapped person staying at the IHG group hotel be advised to ensure that you receive and handicapped room and not some other room. A very disappointed IHG member. 08/22/24 - Response to Manager - I'm looking at filing a complaint with the Dept of Justice for possible ADA vioaltion. Talking with corporate, who records their calls, clearly admitting that they violated the ADA Act and didn't care. This type of behavior from corporate IHG is unacceptabe. Corporate Greed period. I'm a strong advocate for ADA and will not tolerate this behavior from corporates like IHG. A person word is their honor and IHG lack of action will speak...

This is one of the worst Holiday Inn Express hotels we have ever stayed in, and we have stayed in a lot! The check-in girl didn’t even look up from her phone when we checked in. She was very rude and put us in a ground floor room as she said our room preferences were not on file, even though they are saved to our IHG profile. It was a ground floor room opposite the pool and was very noisy. The curtains were ripped and the fridge door was broken. She did not offer us the option of a welcome amenity or extra rewards points as IHG elite members. She did not give us any information about breakfast times or pool opening times. The fruit at breakfast was either rotten or under ripe and inedible. The hot breakfast was not replenished when it ran out and if you asked for more the attendant rolled her eyes & was very reluctant to put anymore out. When we did use the pool there were no clean towels, just a pile of dirty towels, and the pool had a lot of debris in it. There were no towels in the gym either. There was hardly ever anyone on front desk and if there was it was usually a young girl who sat around the corner looking at her phone the whole time. Sometimes there was a sign up saying that they had had to leave and to call the number if you needed help. When my husband did find someone the following day to ask about adding his rewards points he was told they didn’t know how to do it. He finally called the IHG head office customer service line to complain and they gave him our extra reward points. They said they would ask corporate to give him a call about our complaints but no one ever called him back. We were able to move to a better room on the top floor on our second day, thank goodness. We were not the only people having these issues. We spoke to at least two other families at breakfast who were also extremely unhappy with the service provided at this hotel, in particular the check - in staff. We paid extra to stay at this hotel, at the last minute, because we usually get very good service and our room preferences are honored but this was not the case with this hotel. We would not recommend staying here. There is a serious problem with the management and the staff have no training in...