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

I have stayed at IHG for many years and been a IHG member for 12 straight years and 2 years before that. I am an IHG Platinum member. I used to travel with my job 4-5 nights a week. I state the above to show I know what I am talking about. I went online to reserve 4 nights at this hotel with 1 night as a payment and 3 nights with points and money. I called the hotel the night before our reservation to confirm my credit card information as it had changed and to request an upgrade if available as this is normal if a room is available. Upon arriving late with a flight delay I was told my reservation was cancelled. At 12:00 at night this was not welcome news. The night clerk managed to finally get a room no one had shown up in as they were sold out and I provided him my photo ID and credit card. He gave us the keys and my wife and I went to bed. Upon getting up the next day we decided after what happened to go ahead and cancel the 3 following nights reservations and just leave and stay somewhere else. We packed up and left before checkout time. I then received a phone call from the general manager accusing me of being a thief and trying to skip out on paying for a room. I did not understand as I provided my credit card the night before as I always do when I check in. I told her what happened and that our reservation had been cancelled and said I had called the night before our stay to confirm my credit card info and ask for an upgrade if available. She basically called me a liar and said that we really did not know I called as she had no record of it. She communicated all this to me in a text so I took a photo of a screenshot of my phone call to the hotel the night before showing I had called. I do not make false claims. I am honest and professional and expect a general manager to simply assume there was an error or miscommunication and not assume I am a thief. She could have noticed I have been an IHG member the past 12 years and was a Platinum Elite and noticed I had also been a member for 2 years previously as well. Yet she assumed instead I was a thief and threatened to call the police on me. I can appreciate that mistakes that happened at the hotel front desk snowballed into her not having my credit card information but I did provide it. I am not responsible for the fact I called the night before my reservation to confirm it and my credit card on file but it obviously was not updated. I also provided my credit card again to the night clerk when we checked in late that night and it also was not put on my room.

reservation. Instead of believing me she accused me of lying even when I sent her a snapshot of the phone call the night before to her hotel number. I have stayed at hotels thousands of times and at IHG hotels hundreds of times and this experience is the worst experience I have ever had at ANY hotel. If there were no rooms available anywhere except at this hotel I would stay in my car or a tent before staying here. The total lack of professionalism and assuming the worst of a guest from the very beginning would make me stay away and I warn other travelers if there is somewhere else to stay then I would recommend...

I stay at IHG group hotels 99% of the time. This one, was the most disappointing one I've been to. Let me say, my reservation was a 2 room, 2 king bed suite, with pull out couch and kitchenette. I choose this hotel because of the large room, the slides that the pool had, and the proximity to Denver and the mountains. I arrived about 4pm. Plans to grab some supper, let the kids swim, and relax before bed. Upon check-in, I'm told you must reserve a time slot to swim. 1hr slots per family, and at 4pm, all slots were booked and no more available. I understand, Covid, not their fault, but would have been nice to be informed that before hand, perhaps I could have called earlier and got a spot. So the kids were bummed, and the pool was one of the reasons I booked this hotel. So I get to the room. Nice large room for sure. Kitchenette wasn't anything more than a counter with a small sink, microwave, and dorm size fridge. Basically, the same stuff as a reg room has. No cookware or utensils. No oven or dishes. I was expecting similar to a Staybrige, which also advertises their rooms having a kitchenette. It also had a small 4 person table, which was all chipped up and legs so loose the table wobbled when you tried to use it. Bathroom floor was quite dirty. Trim around the walls and shower wasn't all that clean either. I left it alone, I didn't want anyone coming in to clean now, we just arrived. During my 2 day stay in this room, I did see some little flies or gnats flying around a couple different times, which didn't give me much of a clean room feeling. It's usually warm in the rooms when I arrive, so I turned down the AC, only to find one unit making a large rattling sound when I kicked on. I pushed on the cover it went away. After that, it would only rattle when it first kicks on, then would subside. Only 3 towels for a room of this size, so I called for the more and they were promptly delivered. I did have to call about 3 times before someone at the front desk picked up. No blankets, comforter or pillows for the pull out bed. Called front desk again, 3 times again before they answered, but did promptly arrive with a bed set for the pull out. Next day, I did get a time slot to swim. The small pool with kiddie slide was nice and warm, however, the large pool was ice cold. And the hot tub was empty with a covid tag on it. Why can you have the other 2 pools full, but not have the hot tub to use. It's only my family allowed in there anyway. So that was a bummer, not hot tub and ice cold pool. The room didn't get cleaned between nights. I didn't ask them to, but wasn't offered the service either. Breakfast was just prepackaged items. The Holiday Inn I stayed at the night before had hot breakfast they served to you, but this one just had muffins, dry cereal of oatmeal. Upon check in, I didn't get offered points or an amenity item. All in all, I won't stay here again. Was quite disappointed. Was excited for the large room and fun pool, but it didn't turn...

I normally don’t write bad reviews at companies / hotels I’ve stayed at for the past seven years traveling for work but paying 150$+ a night and this happening was kind of ridiculous, walking into the hotel the room was stunning, the staff at the front desk was nice and welcoming, smelled decent, walking into the bathroom there was obviously floor work that was done terribly to the point the floor planks were moving and a dip down right by the sink and toilet, thankfully it didn’t fall through the floor being on the top floor, shower was decent, hot water was nice after a long day to think having clean towels… BOTH the towels in the room had what to be dried blood on them, awesome! I get you can’t get stains out sometimes when washing white towels, walked down to the front counter soaken wet and got replacements, bed was nice, slept decent besides the slamming doors ALL night, I’ve never stayed in a hotel that all the hydraulics on the doors just SLAMMED shut, fast forward to the morning went down to get breakfast, went to make pan cakes… pan cake maker is obviously broken, press for a pan cake some old nasty burnt bread falls on the plate, press for another one, it gets stuck in the machine and burns up, tell the lady who is making and is in charge of breakfast, she smiles at me and says “ci ci” because she doesn’t understand a word I’m saying because she speaks no English, awesome I’ll have me some ceral, get some ceral and milk not checking the expiration date because hey, I just paid 150$+ for a hotel room and they should atleast do that right because it’s just common sense to check those things when you work where you provide food, WRONG. Tasted something so awful and putrid expired milk by multiple WEEKS. August 2nd on the carton of milk and it’s August 14th go back to the fridge and look through the multiple milk containers stating”August 2nd” and “August 9th” as it’s the 14th of August, open another one up SPOILED, smelled like straight rotten eggs, told the front desk lady and she threw them all out, luckily for me I got food poisoning and absolutely ruined the last half of my vacation...